What a Final Expense Agency Owner Sees

How an agency account is laid out

An agency account is one account with many agents in it. Each agent has their own login, online switch and call log. When a call comes in for one of them, it rings in that agent's web browser, inside the portal. The owner sees the calls, charges and disputes of every agent under the account.

Calls are paid from a wallet. The commission comes from the carrier, not the wallet. An agency can fund one wallet and share it, or let each agent fund their own, and switch later. The guide on running final expense calls for a team covers how to choose.

Each agent on the account also has a seat. The seat is billed to the card, never to the wallet. If a seat payment fails or the seat lapses, routing to that agent stops. Their credits stay in the wallet, and the inactivity fee still applies. After 30 days in a row with no calls answered, no sign-ins and no top-ups, the fee takes the whole balance. Open a ticket within 30 days and the balance goes back in the wallet as credit. The pricing page lists what the owner dashboard and each seat cost.

What the owner dashboard shows

The agency report shows four things for every agent: calls, billable rate, spend and disputes. The agencies page says the report is there "so you know who is answering and who is not." You can export the report any time.

How a call reaches an agent

Each call rings one agent who is online and licensed in the caller's state. Calls ring from 9am to 8pm ET, Monday to Friday. The terms list what call volume depends on, including advertising, publisher supply, consumer behavior, the agent's states and online hours, compliance status and technical conditions. The terms also say many of these are outside InboundHQ's control. How routing works is covered in how final expense calls are routed to agents.

Each agent has their own online switch. For the habits that keep an agent ready for every ring, like going offline when they step away, read why answering final expense calls fast matters.

How calls are billed

A call becomes billable when its connected time reaches the buffer. A call that ends under the buffer is never billed, but it still shows as a line in the agent's log with no charge. Calls that never connected, calls that were routed to another agent, and setup test calls are never billed either.

Each billable call is one set price, however long the agent talks. There is no time limit on a call. The charge shows in the portal within a minute of hangup.

Connected time starts when the agent answers and ends at hangup, as recorded by the routing platform. Ring time and hold time before the agent answers don't count. The portal shows the buffer for each campaign. The full measurement rules are in the buffer guidelines.

Recordings stay with the agent who took the call

Every call is recorded, both sides. A consent notice plays before the caller is connected, and agents are told on their first login that calls are recorded.

The agent who takes a call sees the caller's number, state, recording and transcript for that call. They may use them only for that call and the insurance transaction that comes from it. Access to caller details and recordings is limited to the agent who took the call and any InboundHQ team member who needs it.

Recordings, transcripts and call records are kept for 12 months, then deleted. Disputed calls are kept for 24 months.

How disputes work on an agency account

The agent who took the call files a dispute from that call in their Call Center within 48 hours, with a reason and a short note. A team member listens to the recording, reviews the routing records, and replies in writing within one business day. An approved dispute goes back to the wallet as credit.

A dispute is a review. A call that reached the buffer is still billable even if the agent decided the caller was not a fit. Disputes are for billable calls that were never a real chance to help someone buy coverage: a wrong number, a caller asking about a different product, or a caller in a state the agent is not licensed in. A caller who wasn't ready, didn't buy or wanted to think it over is not a reason to dispute.

A dispute can be denied when it is late, unsupported, contradicted by the recording or the records, or based on not making a sale.

On an agency account, the owner names who answers disputes on your side.

What the owner controls

The owner decides five things for the account:

1. Which agents are on the account.
2. Which states are on.
3. The daily cap for each agent.
4. Who approves top-ups.
5. Who answers disputes on your side.

Every state that is on needs a valid life license. When a license lapses, turn that state off.

What the owner is responsible for

If you run an agency, you are responsible for the agents, employees and contractors who use seats under your account. The terms also ask you to remove access when someone leaves your agency. A login may not be shared, and nobody unlicensed may take calls through your account.

Start small

The agencies page suggests starting with two or three agents for two weeks, not the whole floor. See what the calls look like, see who closes, then grow.

Volume rates start above a monthly minimum agreed in writing.

The rules every agent on the account follows

The consumer places every call. A senior sees a final expense ad and dials, so nobody is cold-called. Agents on an agency account follow the same rules as every agent. They must not:

1. Claim to be from a government program.
2. Quote a product they are not licensed for.
3. Transfer the caller to anyone outside their agency.
4. Resell or share the caller's information.
5. Call the consumer back on a different number without consent on the recording.

Breaking these closes the account. The agent checks any callback they place against the national Do Not Call registry. Once an agent answers, the caller is theirs. Calls are never shared with other agents or resold. The compliance page has more on sourcing and recording. This isn't legal advice; talk to your compliance team or attorney.

Setting up an agency account

An agency account starts with a thirty-minute setup call. Have these ready:

• The agents' names, emails and licensed states
• Who approves top-ups
• Who answers disputes on your side

Request the call from the final expense TV calls for agencies page. An agent working on their own can apply for final expense calls.

More guides for final expense agents

Every guide is listed on final expense calls. The two kinds of calls on the site are described on final expense TV calls and final expense social calls, and CTV final expense calls covers the same TV call when the ad runs on a streaming screen. How a call picks an agent is in how final expense calls are routed to agents, and wallets for a team are in running final expense calls for a team. For your agents' first words on a call, read the first minute of a final expense inbound call and burial insurance, funeral insurance and final expense. If your team has been dialing leads, read final expense inbound calls and pay per call vs pay per lead. If you have been buying transfers, read live transfers vs inbound calls. Billing rules are on pay-per-call final expense. Before you fund any vendor, go through the questions to ask before buying final expense leads and the guide to what final expense leads and calls cost. For how leads, transfers and calls compare as sources, see where final expense agents get business.

Questions