Insurance and call center glossary.
Definitions for every insurance, compliance, and call center term you need to know. From TCPA to AHT, we break down the industry jargon.
Operations
2 terms
Insurance Call Center
Centralized voice operation handling inbound and outbound insurance phone calls under TCPA, CMS, and state licensing rules.
Read definitionInsurance Contact Center
Omnichannel operation managing voice, SMS, and digital insurance interactions with unified customer context.
Read definitionMedicare
3 terms
AEP (Annual Enrollment Period)
The October 15 - December 7 window when Medicare beneficiaries can change their coverage.
Read definitionOEP (Open Enrollment Period)
The January 1 - March 31 period when Medicare Advantage members can switch plans.
Read definitionSEP (Special Enrollment Period)
Year-round enrollment windows triggered by qualifying life events.
Read definitionTechnology
4 terms
IVR (Interactive Voice Response)
Automated phone system that routes callers through voice and touch-tone menus.
Read definitionACD (Automatic Call Distributor)
System that routes inbound calls to available agents based on predefined rules.
Read definitionDNIS (Dialed Number Identification)
Service identifying which phone number the caller dialed for routing.
Read definitionANI (Automatic Number Identification)
Network feature identifying the calling party's phone number.
Read definitionMetrics
4 terms
AHT (Average Handle Time)
Total time per call including talk time, hold time, and after-call work.
Read definitionFCR (First Call Resolution)
Percentage of issues resolved during the first customer interaction.
Read definitionAbandonment Rate
Percentage of callers who hang up before reaching an agent.
Read definitionCSAT (Customer Satisfaction Score)
Metric measuring customer satisfaction with a specific interaction.
Read definitionFinal Expense
9 terms
Final Expense Insurance
Small-face whole life policies ($5K–$40K) designed to cover funeral and end-of-life costs.
Read definitionSimplified Issue
No-medical-exam life insurance underwriting via a short health Q&A and database checks.
Read definitionGuaranteed Issue
Life insurance with no health questions; includes a 2–3 year graded benefit.
Read definitionGraded Death Benefit
Reduced payout (return of premium + 10%) for natural-cause death in the first 2–3 years.
Read definitionModified Death Benefit
Partial-percentage payout schedule for natural-cause death during years 1–2.
Read definitionIMO / FMO
Independent/Field Marketing Organizations — multi-carrier upline distribution channels.
Read definitionPersistency
Percentage of issued policies still in force at 13 months — the FE industry's key health metric.
Read definitionCommission Chargeback
Carrier reclaim of advanced commission when a policy lapses early in the chargeback period.
Read definitionT65 (Turning 65)
The cohort of seniors entering Medicare eligibility — the most contested FE cross-sell window.
Read definitionSee these terms in action.
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