- 为什么要守这些规矩Why these rules matter
- 最常见的十二句The twelve that recur
- 「保底」这两个字The word "guaranteed"
- 演示表不是预测An illustration is not a forecast
- 「免税」有前提"Tax-free" has conditions
- 生前福利到底赔多少What living benefits actually pay
- 产品叫什么：寿险不是投资Naming the product: life insurance is not an investment
- 收入、招募、朋友圈Income, recruiting, social posts
- 见客户之前：资格与客户身份Before the meeting: your eligibility and the client's ID
- 适当性与披露：先了解，再推荐Suitability and disclosure: understand first, then recommend
- 利益冲突、不公平交易与返佣Conflicts, unfair trade practices and rebating
- 面谈、申请与签名Meetings, applications and signatures
- 收保费与反洗钱Premium and anti-money-laundering
- 替换：从来不是「免费升级」Replacements: never a "free upgrade"
- 长者与军人：要多做的几步Seniors and the military: the extra steps
- 广告与讲座：凡是对外的，先审核Advertising and seminars: anything public is approved first
- 中文材料与「For Agent Use Only」Chinese materials and "For Agent Use Only"
- 社交媒体与微信Social media and WeChat
- 电话、短信、邮件Calls, texts and email
- 送单、档案与隐私Delivery, files and privacy
- 执照、继续教育与 E&OLicensing, continuing education and E&O
- 招募的规矩Recruiting rules
- 夫妻一起做Married couples
- 晋升、保级与续保率Promotion, retention, persistency
- 内部沟通、团队激励与外部业务Internal communication, incentives and outside business
- 投诉：48 小时Complaints: 48 hours
- 欺诈、伪造与长者剥削Fraud, forgery and elder exploitation
- 纽约州New York
- 见客户前的自检The pre-appointment check
- 如果已经说出去了If you already said it
一、为什么要守这些规矩1. Why these rules matter
两本手册的检验标准都是黄金法则：如果你是客户，你会希望经纪人这样对你吗？做决定前问自己：合法吗？合乎道德吗？会伤害客户吗？敢不敢讲给家人或媒体听？长远看有没有害？我能为此负责吗？ 违规的后果从再培训、监督、调整佣金、警告、罚款，一直到降级、追回佣金和因故解约。
Both manuals use the Golden Rule as the test: would you want to be treated this way as the client? Before deciding, ask: is it legal, ethical, harmful to clients? Would you be comfortable telling your family or the media? Any long-run harm? Can you be accountable for it? Consequences range from retraining, monitoring, commission adjustment, warnings and fines to demotion, chargebacks and termination for cause.
前半部分讲的那十来句话，不是谁存心要骗人。它们大多流行于 2023、2024 年， 当时整个行业都这么讲，而且讲的人自己是真心相信的；话一代代传下来，中间那句「大概」「通常」掉了。 问题在于，监管看的不是你的动机，是你说出口的那句话。
The dozen or so lines in the first half weren't invented to mislead anyone. Most took hold in 2023 and 2024, when the whole industry talked that way, and the people saying them believed them; the phrasing was passed along until the "roughly" and the "typically" fell out. The trouble is that the regulator doesn't weigh your intentions. It reads the sentence you said.
代价不对称
The costs aren't symmetric
说得准确一点，最多是这一单慢几天； 说错一句，可能是保单被撤销、佣金被追回、执照被暂停。 一句话换一张执照，这笔账怎么算都不划算。
Saying it accurately costs you, at worst, a few days on this case. Saying it wrongly can cost the policy, the commission and the licence. One sentence against your licence is never a trade worth taking.
留痕比你想的多
More of it is on the record than you think
微信记录、朋友圈截图、讲座录像、小红书帖子、群里转发的那张图， 都是证据。客户几年后觉得不对劲去投诉，翻出来的就是这些。 口头说的会被记错，写下来的会被原样引用。
WeChat threads, screenshots, seminar recordings, a post, an image someone forwarded to a group: all of it is evidence. When a client feels wronged years later and complains, this is what gets pulled up. What you say can be misremembered; what you wrote gets quoted exactly.
加州对 60 岁以上更严
California is stricter above 60
加州法律明文禁止对 60 岁以上的客户使用「保证回报」「无风险」这类字眼， 也禁止贬低同业。年金卖给 65 岁以上而没做适合性评估的，交易可能被直接宣告无效。 细节见执照考试重点第十一节。
California prohibits phrases like "guaranteed return" and "no risk" with clients aged 60 and over, and prohibits disparaging other carriers. An annuity sold to someone over 65 without a suitability review can be declared void outright. The detail is in section eleven of the exam prep page.
准确的说法一样好卖
The accurate version still sells
下面每一句都给了替代说法。你会发现改过之后并没有变弱。 「下跌年份不记负数」本来就比「保底 6-7%」更容易讲清楚， 客户听懂了才会签，听不懂的签了也会退。
Every line below comes with a replacement, and you'll find the accurate version isn't weaker. "A down year is credited zero, not a negative" explains itself better than "a guaranteed 6–7%". Clients sign what they understood; what they didn't understand, they cancel.
二、最常见的十二句2. The twelve that recur
左边是常见的说法，中间是问题出在哪，右边是可以怎么说。
On the left is what people commonly say. In the middle is what's wrong with it. On the right is what to say instead.
| 常见说法What people say | 问题The problem | 改成Say instead |
|---|---|---|
| 「6–7% 平均保底年回报率」"A 6–7% average guaranteed annual return" | 保证的是不记负数，不是 6–7%。把两件事合成一句，就成了保证收益What's guaranteed is no negative crediting, not 6–7%. Fusing the two states a guaranteed return | 「下跌的年份计 0%，不往下扣；长期平均是多少要看指数和上限，演示表上写的是假设」"A down year credits zero rather than a loss. What the long-run average turns out to be depends on the index and the cap; the figure on the illustration is an assumption" |
| 「保本投资」"A principal-protected investment" | IUL 不是投资产品，是寿险。而且保单成本会持续扣，「保本」这个词会让客户以为现金值只会涨An IUL is life insurance, not an investment. Costs are deducted continuously, and "protected" leads a client to think the cash value can only rise | 「这是一张有现金值的寿险保单。指数不亏本金，但保单成本每个月照扣，所以早期现金值会低于已缴保费」"This is a life policy with a cash value. The index can't take principal, but policy charges come out every month, so early cash value is below premiums paid" |
| 「免税退休养老金」"A tax-free retirement income" | 靠的是保单贷款，而贷款免税的前提是保单一直有效到身故。断保会触发应税事件It works through policy loans, and a loan's tax-free character depends on the policy staying in force to death. A lapse is a taxable event | 「用保单贷款取钱，只要保单维持到身故就不产生所得税；如果中途断保，之前取的钱要补税」"Income comes out as a policy loan, which creates no income tax as long as the policy is kept in force to death. If it lapses, what you took becomes taxable." |
| 「生病赔 50–90 万」（100 万保额）"Pays $500–900k on illness" (on a $1M face) | 生前福利是折现预支，实际数额由公司按病情、年龄、剩余寿命计算，签单时给不出Accelerated benefits are a discounted advance; the carrier computes the amount from the condition, age and life expectancy. It can't be quoted at sale | 「触发之后可以预支一部分死亡赔偿，具体多少由公司按当时情况算，条款里有算法，我们可以一起看」"Once triggered you can advance part of the death benefit. The amount is computed by the carrier at that time; the method is in the rider and we can read it together" |
| 「1 块换 5.57 块，杠杆高」"One dollar buys $5.57, high leverage" | 这个倍数来自一份特定年龄、性别、体况、缴费方式的演示表，换个人就不成立That multiple comes from one illustration at one age, sex, rate class and funding pattern. Change any of them and it doesn't hold | 「按你的年龄和体况跑一份演示表出来看，每个人的数字不一样」"Let's run an illustration on your age and rate class. The number is different for everyone" |
| 「保证额外 15% 利息增长」"A guaranteed extra 15% interest" | 那是对当年所记利息的加成比例，不是 15 个百分点。当年记 0%，加成也是 0That's a percentage uplift on whatever was credited, not fifteen points. Credit zero and the bonus is zero | 「有一个利息加成，把当年记到的利息再乘上一个比例；那一年记 0，加成也是 0」"There's a bonus that multiplies the interest credited that year. In a zero year the bonus is also zero" |
| 「零就是英雄」"Zero is your hero" | 口号本身没错，但常被用来暗示「0 的年份不亏」。保单成本那一年照扣，现金值会降The slogan is fine, but it gets used to imply a zero year costs nothing. Charges still come out, and the cash value falls | 「指数那部分不记负数，但保单成本照扣，所以 0 的年份现金值还是会往下走一点」"The index side doesn't go negative, but the charges still apply, so a zero year does move the cash value down a little" |
| 「保证不断保」"Guaranteed never to lapse" | 保证来自某个特定附约，有自己的条件（按时足额缴费、不超额贷款等）。省掉条件就成了无条件承诺The guarantee comes from a particular rider and carries its own conditions (pay on time and in full, don't over-borrow). Drop the conditions and it becomes unconditional | 「有一个保证期条款，只要满足它写的缴费条件，这段时间内保单不会失效；条件在这里」"There's a guaranteed-period rider: meet the funding conditions it states and the policy won't lapse during that period. Here are the conditions" |
| 「1997 年存 10 万，今天 30 万，比标普还高」"$100k in 1997 is $304k today, ahead of the S&P" | 用今天的产品参数去回算历史（back-cast），那张保单当年并不存在；且拿保单现金值跟不含费用的指数直接比Back-casting today's product parameters over history, for a policy that didn't exist then, and comparing a net-of-charges cash value against a gross index | 「这是用现在的参数回算历史，不是当年真实存在的保单，只能当成一种参考」"This is today's parameters applied backwards, not a policy anyone actually held. Treat it as illustrative only" |
| 「给老保单做免费升级」"A free upgrade for an existing policy" | 替换从来不免费：新保单重新起算成本、重新起算不可异议期与自杀条款，旧单可能有退保费用A replacement is never free: new acquisition costs, a fresh contestability and suicide period, and possibly a surrender charge on the old policy | 「可以比较看看要不要换。换的代价有这几项，我们一条条算完再决定」"We can compare and see. Here's what switching costs, item by item, and then we decide" |
| 「别家公司只有……我们才有……」"Other carriers only have… we're the only ones with…" | 贬低同业在加州属于 §790.03 明文禁止的 Defamation；而且产品条款每年在变，「只有我们」很快就不成立Disparaging another insurer is defamation under §790.03; and rider terms change yearly, so "only we have it" ages fast | 「这张保单的条款是这样写的」。讲自己的，不评论别人的"Here is what this policy's rider says." Describe yours; don't characterise theirs |
| 「我第一年做了 X 万」「哪个公司给年薪 7 万的人发 3 万奖励」"I made $X in year one" · "What employer gives a $70k earner a $30k bonus?" | 对未入行的人展示具体收入＝收入承诺。这是招募场景里最容易踩的一条Showing specific earnings to someone not yet licensed is an earnings representation. It's the easiest line to cross when recruiting | 「佣金制度是公开的，我可以把规则讲给你听；做多少取决于你自己」（四种收入）"The compensation rules are published and I can walk you through them. What you earn depends on you." (Four incomes) |
三、「保底」这两个字3. The word "guaranteed"
这是全部问题里最要紧的一个，因为它出现得最多， 而且中文的「保底」比英文的 floor 含糊得多。 英文说 a 0% floor，指的是指数那一格不会记成负数， 范围只限于指数记息这一件事。中文说「保底 6–7%」，听的人理解成的是 「最少也有 6–7%」。这是两个完全不同的承诺，后者在美国没有任何寿险产品做得到。
This is the one that matters most, because it recurs the most and because the Chinese word carries far more than the English "floor". In English, a 0% floor means the index bucket will not be credited a negative number, and nothing more. Said in Chinese as "guaranteed 6–7%", it lands as "you'll get at least 6–7%". Those are entirely different promises, and no US life product delivers the second one.
| 保证的Actually guaranteed | 不保证的Not guaranteed |
|---|---|
| 指数那一格不记负数（0% 下限）The index bucket is never credited negative (0% floor) | 长期平均回报率The long-run average return |
| 合同里写明的最低固定利率（固定账户那一格）The contractual minimum on the fixed bucket | 上限（Cap）和参与率：公司可以在合同区间内调Caps and participation rates, which the carrier can move inside the contract's bounds |
| 死亡赔偿金（保单有效时）The death benefit, while the policy is in force | 现金值能滚到多少How much cash value accumulates |
| 某些附约写明的保证期A guaranteed period stated in a specific rider | 保单成本（保证栏与当前栏是两个数）The cost of insurance (the guaranteed column and the current column are different numbers) |
| 年度重置：今年的年末值就是明年的起点The annual reset: this year's ending value is next year's starting point | 贷款利率（除非选的是固定利率那一种）The loan rate, unless the fixed-rate option is elected |
演示表上「保证」和「当前」是两栏。 跟客户讲的时候把两栏都指给他看，这一条就自动讲清楚了。 记息机制见指数策略， 成本构成见保单成本。
An illustration has two columns, guaranteed and current. Point at both and this whole section explains itself. Crediting mechanics are on the index strategy page; the cost structure is on the policy costs page.
四、演示表不是预测4. An illustration is not a forecast
演示表（illustration）是按一组假设算出来的： 假设指数每年都这么涨、假设上限一直不变、假设你每年都按时缴、假设保单成本按「当前」而不是「保证」那一栏走。 它是监管要求必须提供的说明文件，不是对未来的承诺，也不是对过去的记录。
An illustration is computed off a set of assumptions: that the index does this every year, that the cap never moves, that you fund it on schedule, and that charges follow the "current" column rather than the "guaranteed" one. It is a disclosure document the regulator requires. It is not a promise about the future and not a record of the past.
三句一定要跟着说
Three sentences that go with it
① 这是假设，不是保证。② 保证那一栏在这里，我们也看一遍。 ③ 实际结果会跟这张表不一样。这三句说完，你后面讲什么都安全。
① This is an assumption, not a guarantee. ② Here is the guaranteed column; let's read that too. ③ The actual outcome will differ from this page. Say those three and everything after them is safe.
不要做的三件事
Three things not to do
不要把演示表上的数字说成「回报率」； 不要只截图现金值那一列发出去； 不要拿保单的净值去跟不含任何费用的指数曲线并排比。
Don't call a number on the page a "return"; don't screenshot the cash-value column alone and send it; and don't line a net-of-charges policy value up against a gross index curve.
演示怎么用、怎么签
Using and signing illustrations
基本演示含保证和非保证两栏；补充演示必须引用基本演示（经纪人自己做的补充演示要合规批准）；in-force 演示在保单满 1 年后使用。 用了演示且按演示出单：经纪人和申请人签名、日期，随申请提交并给客户一份。没用演示或出单不同：勾选相应选项，送单时签公司寄来的符合版本。纽约州一律要签基本演示。年金也建议附演示（签最后一页）。
A basic illustration shows guaranteed and non-guaranteed columns; supplemental illustrations must reference the basic one (agent-made supplements need compliance approval); in-force illustrations are used after year one. If an illustration was used and the policy issues as illustrated, agent and applicant sign and date it, submit it with the app and give the client a copy. If none was used or the policy issues differently, tick the box and have the conforming version signed at delivery. New York always requires a signed basic illustration. Annuity illustrations are recommended (sign the last page).
讲演示的顺序：先讲保证值，再讲非保证值，并展示包括保证利率在内的多个利率；所有页面按顺序给全。演示本身就是销售材料，不能改动。
Present guaranteed values first, then non-guaranteed, showing several rates including the guaranteed one, with every page in order. An illustration is sales material and can't be altered.
五、「免税」有前提5. "Tax-free" has conditions
| 这件事This | 前提是Holds only if |
|---|---|
| 死亡赔偿金不缴所得税The death benefit is free of income tax | 一般成立；但如果受保人自己持有保单、遗产是受益人、或身故前三年内转让过，它仍可能计入遗产Generally true, but it can still be in the estate if the insured owned the policy, the estate is the beneficiary, or it was transferred within three years of death |
| 保单贷款不缴所得税Policy loans aren't taxed | 保单维持有效到身故。断保或退保时，累积贷款与增值会一起结算The policy stays in force to death. On lapse or surrender, the loans and the gain settle up together |
| 现金值延税增长Cash value grows tax-deferred | 延税不等于免税。退保时超过已缴保费的部分按普通收入课税Deferred is not free. On surrender, anything above premiums paid is ordinary income |
| 取钱先取本金不课税Withdrawals come out of basis first | 前提是这张保单不是 MEC。一旦触发七付测试成为 MEC，顺序反过来（先出利息、先课税），59½ 前另加 10% 罚款Only if the policy is not a MEC. Once the seven-pay test is failed the order reverses (gain first, taxed first), plus 10% before 59½ |
| 生前福利的理赔不课税Living benefit payouts aren't taxed | 绝症理赔有明确依据；慢性、重疾、重伤这几类的税务处理要看具体条款与个人情况，不能一概说成免税。让客户问自己的会计师The terminal case has clear authority. Chronic, critical and injury benefits depend on the rider and the individual's facts, so they can't all be called tax-free. Send the client to their own CPA |
细节见保单贷款与 生前福利。 凡是客户问到具体税务后果的，标准动作是转给他的会计师或税务师， 我们不给税务意见。
The detail is on the policy loans page and the living benefits page. Whenever a client asks what the tax consequence will be, the standard move is to refer them to their own accountant. We don't give tax advice.
六、生前福利到底赔多少6. What living benefits actually pay
常听到的那些数字，比如「提前理赔约 $75 万」「约 $14,000/月」「$80–90 万」， 是某一份特定保单在某一组假设下的示例，不是条款给出的承诺。 实际预支金额由保险公司在触发时计算，主要看三件事： 触发的是哪一类（绝症、慢性、重疾、重伤）、当时的剩余寿命评估、以及保单当时的状态。 预支的钱是从死亡赔偿金里扣的，不是额外给的。这一点客户最容易误解，也最该讲清楚。
The figures you often hear, such as "about $750,000 advanced", "about $14,000 a month", "$800–900k", are examples from one policy under one set of assumptions. They are not what the rider promises. The actual advance is computed by the carrier at the time of the trigger, and turns mainly on three things: which category triggered (terminal, chronic, critical, injury), the life expectancy assessed then, and the state of the policy. What is advanced comes out of the death benefit, it is not added to it. This is the point clients most often get wrong, and the one most worth spelling out.
慢性病那一类有两个不同的时间条件：一个是条款的等待期 （保单生效后多久才能用），另一个是失能状态要持续多久 （例如无法独立完成六项日常生活行为中的两项、且持续 90 天）。 把它们合并成一句「等待期 90 天」，会让客户对自己什么时候能拿到钱产生错误预期。
The chronic category has two separate time conditions: the rider's waiting period (how long after issue before it can be used) and how long the impairment must persist (for instance, unable to perform two of six activities of daily living, for 90 days). Collapsing these into one "90-day waiting period" leaves a client with the wrong expectation about when money arrives.
七、产品叫什么：寿险不是投资7. Naming the product: life insurance is not an investment
一开始就说明你是保险经纪人和你代表的公司；有双重身份（地产经纪、会计师）的不能搭售。所有步骤都在美国境内，经纪人和客户亲身在场（外籍人士见《外籍人士投保》）。 LSW 在 49 个州和华盛顿特区营业（不含纽约）；不在波多黎各、关岛、美属维尔京群岛等属地营业。
Say up front that you're an insurance agent and which company you represent; dual roles (realtor, CPA) can't be tied together. Every step happens in the US with both parties present (foreign nationals: see Foreign Nationals). LSW operates in DC and 49 states (not New York); neither company operates in Puerto Rico, Guam, the USVI or other territories.
绝对不能用的说法
Words you can never use
| 不能叫它Never call it | 应该叫它Call it |
|---|---|
| 寿险 =「投资」「投资计划」「私人退休金」「退休计划」「教育计划」「储蓄计划」「免税退休计划」Life insurance = "investment", "investment plan", "private pension", "retirement plan", "college plan", "savings plan", "tax-free retirement plan" | 寿险（life insurance），首要目的是身故保障Life insurance, whose primary purpose is the death benefit |
| 年金 =「投资」「共同基金」「CD」Annuity = "investment", "mutual fund", "CD" | 年金，长期退休产品An annuity, a long-term retirement product |
| 保费或现金值 =「存款」「储蓄」「投资」Premium or cash value = "deposit", "savings", "investment" | 保费、现金值Premium, cash value |
| ABR =「长期护理」「比 LTC 更好」ABR = "long-term care", "better than LTC" | 提前给付附约；只用公司批准的对比单张Accelerated benefit rider; use only approved comparison flyers |
| 「IUL」「VUL」等缩写和行话Jargon like "IUL", "VUL" | 用保单上的正式名称The policy's own terminology |
| 「保费会消失」（vanishing premium）"Vanishing premium" | 说明可能每年都要交Explain premiums may be needed every year |
四个在所有州都要避免的词：没执照时自称「理财规划师」；把寿险称为「投资」；把非保证的东西说成「保证」；把保费叫做「存款」。
Four words to avoid in every state: calling yourself a financial planner without the licence; calling life insurance an "investment"; calling non-guaranteed items "guaranteed"; calling premiums "deposits".
还要讲清楚：风险、限制、除外责任；保证与非保证；退保费；贷款和提取会减少现金值和保额，保单失效时可能要交税。卖什么就服务什么，至少每年见一次。
Also disclose risks, limitations and exclusions; guaranteed vs non-guaranteed; surrender charges; and that loans and withdrawals reduce cash value and death benefit and may be taxable on lapse. Service what you sell, at least once a year.
八、收入、招募、朋友圈8. Income, recruiting, social posts
招募场景下最容易越界，因为对方还没有执照，而你想让他相信这件事值得做。 但对未持照的人展示具体收入数字，就是收入承诺， 不管你加没加「仅供参考」。所以本站讲收入只讲制度本身，不放任何个人数字。
Recruiting is where the line gets crossed most, because the person isn't licensed yet and you want them to believe this is worth doing. But showing specific earnings to someone unlicensed is an earnings representation, whatever disclaimer you attach. That's why this site covers only the mechanism and carries no individual figures.
可以讲的
Fine to say
佣金制度怎么算（佣金阶梯）、 晋升条件是什么（成长路径）、 收入有哪四种来源（四种收入）、 入行要花多少钱（执照指南）。 规则是公开的，讲规则永远安全。
How compensation is computed (the commission ladder), what promotion requires (the growth path), the four income sources (four incomes), and what getting licensed costs (the licensing guide). The rules are published; explaining rules is always safe.
不要讲的
Leave out
自己或别人的具体收入、奖金金额、旅游奖励的价值、 「几个月就能做到 X」、别人家公司的坏话、 以及任何把这件事描述成「稳赚」「轻松」的说法。
Your own or anyone else's actual earnings, bonus amounts, the cash value of an incentive trip, "you can hit X in a few months", anything negative about another company, and any framing of this as easy or assured.
九、见客户之前：资格与客户身份9. Before the meeting: your eligibility and the client's ID
自己独立见客户之前，七样都要齐：客户所在州的寿险执照；CFT（或 CSA）课程；旁观过至少 3 张 CFT 的培训单；和 CFT 完成实习单；PFA 的 E&O； 被该产品的保险公司委任；继续教育与反洗钱训练都在有效期内。
Before presenting on your own, all seven: a life licence in the client's state; the CFT (or CSA) course; at least three training sales observed with a CFT; supervised sales completed with a CFT; PFA E&O; appointment with the carrier; current CE and AML training.
- 先看证件再填申请。每位客户都要出示带照片的证件：驾照、护照、签证、军人或政府证件。能复印就复印，存在机密客户档案里；不能复印就记下证件类型和信息。
- ID before the application. Every client shows photo ID: driver's licence, passport, visa, military or government ID. Copy it into the confidential client file if you can; otherwise note the type and details.
- 核对证件上的信息与申请书一致；证件不足以确认身份时，要求补充；客户拿不出来，联系你的负责 QFD，不要先收申请。
- Check the ID matches the application; ask for more if it doesn't establish identity; if the client can't produce it, contact your QFD and don't take the application.
- 问钱从哪来。寿险一次性预缴年保费、以及所有年金申请，都要问资金来源，并把客户的回答写进申请。
- Ask where the money comes from. For any life case paying an annual premium in advance, and for every annuity, ask the source of funds and record the answer on the application.
- 不收现金。支票抬头写保险公司（LSW 或 NLIC）；本票、汇票这类现金等价物的上限和手续见下面收保费与反洗钱。
- No cash. Cheques are payable to the carrier (LSW or NLIC); the limit and paperwork for cash equivalents such as cashier's cheques and money orders are under premium and AML below.
十、适当性与披露：先了解，再推荐10. Suitability and disclosure: understand first, then recommend
推荐只能基于适当性。手册要求先用机密客户问卷（CCQ）或同类表格收集：净资产、收入与可支配收入、家庭与抚养、年龄健康与退休年龄、 储蓄目标与风险承受、现有保险、退休账户；然后做需要分析（寿险、健康/伤残/长照、未来开支、风险承受）。团队的空白信息表就是按这个顺序做的。
Recommendations rest on suitability alone. The manual requires a confidential client questionnaire (CCQ) or equivalent first, covering net worth, income and disposable income, family and dependants, age, health and retirement age, savings goals and risk tolerance, existing cover, retirement accounts, and then a needs analysis (life; health, disability and LTC; future expenses; risk tolerance). The team's blank intake sheets follow this order.
每张单都要让客户书面确认
What the client confirms in writing
- 买的是保险或年金，不是证券或投资
- It's insurance or an annuity, not a security or investment
- 除了演示中的保证值，没有人承诺过任何回报
- No return was promised beyond the illustration's guarantees
- 主要特点（利益、费用、附约、退保费）已经解释过
- Key features (benefits, costs, riders, surrender charges) were explained
- 替换时：为了新产品的哪些好处而替换
- If replacing: which new benefits justify it
- 从退休计划转入年金：年金在计划内没有额外税务好处，购买是为了其他功能，费用已说明
- Moving plan money into an annuity: there is no extra tax benefit inside a plan; it was bought for other features, with costs disclosed
- 签发前改了方案：已经看过新的演示
- If the application changed before issue: a new illustration was shown
国家人寿的最佳做法
National Life's best practices
- 卖寿险，首先要确立身故保障的需要
- Establish the death-benefit need first
- 不把寿险说成投资、退休计划、储蓄计划或年金
- Never describe life insurance as an investment, retirement plan, savings plan or annuity
- 不过度承诺现金价值收入或其他非保证项目；演示不同利率情境
- Don't over-promise cash-value income or other non-guaranteed items; illustrate different crediting scenarios
- 讲清退保费
- Explain surrender charges clearly
- 不把生前福利附约说成长期护理保险
- Never position accelerated-benefit riders as long-term care insurance
- 有语言障碍时格外确认客户真的理解
- Take extra care where there's a language barrier
- 没有证券执照，不建议客户卖掉证券来买保险
- Without a securities licence, never recommend liquidating securities to buy insurance
- 外籍与跨境销售要符合「实质联系」要求
- Know the nexus requirements for foreign-national and cross-border sales
十一、利益冲突、不公平交易与返佣11. Conflicts, unfair trade practices and rebating
利益冲突：禁止
Conflicts: prohibited
为非直系亲属客户担任受托人、继任受托人、授权代理人、监护人、遗嘱执行人、董事或送达代理人；提供税务或法律建议； 成为非亲属客户保单的持有人、受让人或受益人；让家人或同事去做你自己不能做的事。
Serving a non-family client as trustee, successor trustee, attorney-in-fact, guardian, executor, director or agent for service; giving tax or legal advice; being owner, assignee or beneficiary on a non-family client's policy; having family or associates do what you can't.
不公平交易（NAIC 880 号示范法）
Unfair trade practices (NAIC Model 880)
虚假陈述利益、分红或公司财务；把保单说成「股票」；为促成断保或替换而报错保费；诋毁其他公司、产品或其销售做法；返佣； 只卖保险却自称「理财规划师」「投资顾问」「理财顾问」。收费做规划必须事先签书面协议（写明服务、费用、无购买义务，保存 3 年）。 解释保单、办理变更和理赔属于经纪人的本分，不能收费。
Misrepresenting benefits, dividends or financial condition; calling a policy "shares of stock"; misquoting premium to induce a lapse or replacement; disparaging other insurers, products or their marketing; rebating; calling yourself a "financial planner", "investment adviser" or "consultant" when you only sell insurance. Fee-based planning needs a prior signed agreement (services, fee, no obligation to buy; keep three years). Explaining policies, processing changes and helping with claims are part of the job, so no fees.
返佣与送礼：把部分保费或佣金、礼物、服务、折扣作为诱因，在多数州违法，公司也禁止。只能送各州允许的小额礼品，不附条件，说好送就要送，即使对方没听讲解。
Rebating and gifts: offering part of the premium or commission, gifts, services or discounts as an inducement is illegal in most states and banned by National Life. Only nominal gifts within state limits, with no strings: if offered, give it even if they skip the presentation.
十二、面谈、申请与签名12. Meetings, applications and signatures
| 规定Rule | 说明Detail |
|---|---|
| 写单代理人要实质参与The writing agent must participate | 至少一位参与讲解的人签申请；所有分佣的人都要参与并签申请；不能把单子挂到没参与的人名下（包括为了凑晋升）At least one presenter signs; everyone sharing commission participated and signs; never assign a case to someone who wasn't there, including to help a promotion |
| 无照学员只旁观Unlicensed trainees observe only | 无照学员可以在场学习，但不能参与讲解An unlicensed trainee may watch but not take part in presenting |
| 当面、一次一位客户In person, one client at a time | 所有讲解都当面做，一次只面对一位客户Every presentation is in person, to one client at a time |
| 你是现场核保员You're the field underwriter | 评估客户的外表、年龄、健康、住所、生活方式、资金来源，确保申请如实。不能「clean sheet」：每题都问、「没有病史」要再确认。保险公司会查处方药数据库和 MIB，理赔时发现重大隐瞒，代理人可能被终止委任，PFA 也会处分Assess appearance, age, health, residence, lifestyle and source of funds so the application is truthful. No clean-sheeting: ask every question, and confirm any "no medical history". Carriers check prescription databases and MIB; material misrepresentation found at claim can end your appointment and draw PFA discipline |
| 电子签名当着你的面签E-signatures in your presence | 客户本人在你面前电子签名；你不能替客户签，除非有经公证、原件随申请递交的授权书The client e-signs in front of you; you never sign for them unless a notarised power of attorney, original enclosed, authorises it |
| 保费只收保单持有人或被保人的Premium only from owner or insured | 不收现金；只收抬头为保险公司的支票或给保险公司的扣款授权No cash; only cheques payable to the carrier or draft instructions to the carrier |
| 不回扣No rebating | 不承诺把佣金的任何部分返给客户或其他人；不承诺给无照的转介人任何费用Never promise any part of the commission back to the client or anyone else; never promise a fee to an unlicensed referrer |
| 不说「只要交几年」Never "you only pay for X years" | 除非合同书面保证，否则不能说任何产品只需缴几年保费Unless contractually guaranteed in writing, never say a product needs only a certain number of years of premium |
| 列出所有现有保单List all existing cover | 申请上写明客户所有现有保单的保额，以及是否替换Show every existing policy's face amount on the application and whether it's being replaced |
| 内部替换Internal replacement | 不能在签发一年内、对客户没有明显好处的情况下，替换另一位 PFA 伙伴写的保单；不能劝客户让旧单失效来绕过替换申报。签发满一年且无追回时，内部替换才有佣金No replacing another PFA associate's policy within a year of issue without clear client benefit; no encouraging a lapse to avoid disclosing a replacement. An internal replacement earns commission only after a year, with no chargeback |
| 一次卖多张More than one product at once | 同一次面谈卖多个产品，每个产品都要有客户披露表Selling several products in one meeting needs a disclosure form for each |
| 自己和家人的单Your own and family sales | 卖给自己、配偶、子女的单不算培训单，佣金只按实收发、不预支；PFA 伙伴本人及其配偶子女的单同样只按实收Sales to yourself, spouse or children don't count as training sales and are paid as earned, no advance; the same applies to sales to any associate and their spouse and children |
| 培训单不能「重写」Training sales stay put | 拿到执照后，不能把以前别人写的培训单取消、重写或替换成自己的Once licensed, you may not cancel, rewrite or replace training sales you weren't the writing agent on |
| 按时送保单Deliver on time | 保单要当面送达（除非用保险公司的电子交付）：讲解保障、留下保单、保单摘要与购买指南，签齐回执与修正页并尽快交回。国家人寿：签发后 75 天未送达，可能被撤销并全额追回佣金Deliver in person unless using the carrier's e-delivery: review the cover, leave the policy, summary and buyer's guide, get the receipt and amendments signed and returned promptly. National Life may cancel policies undelivered after 75 days, with a full chargeback |
国家人寿对申请的要求
National Life's application rules
- 尽量面对面；远程收件需 Field Leader 按 Accepting Remote Applications 指引批准。经纪人必须能用客户的语言沟通，不能用翻译。
- Face to face where possible; remote applications need Field Leader approval under Accepting Remote Applications. The agent must be fluent in the client's language; no interpreters.
- 申请书只用 eApp 电子签名（其他国家人寿表格可以用经纪人自己的 DocuSign，纽约州除外，第一份必须是 Form 20717，见新单流程）；Consent to Do Business Electronically 会记录 IP 地址。纸本要手签；不接受 POA 签的申请。
- Applications are e-signed only through eApp (other National Life forms may use the agent's own DocuSign, except in New York, with Form 20717 first; see New business); the Consent to Do Business Electronically records IP addresses. Paper needs wet signatures; no POA-signed applications.
- 每个问题都要问；做合理性检验（「从不看医生、没有病史」要核实）。
- Ask every question and apply a reasonableness test (verify "never sees a doctor, no history").
- 非居住州销售要有关联：第二套房、雇主在当地、信托受当地法律管辖。LSW 不卖给纽约居民。
- Non-resident-state sales need a nexus: a second home, an employer there, a trust governed there. LSW never sells to New York residents.
- STOLI/IOLI 禁止：免费保险、无追索保费融资、为找承保到处投、用复杂信托或 LLC 掩盖投机意图。不能拿人命做投机。
- No STOLI/IOLI: free insurance, non-recourse premium finance, shopping underwriting, complex trusts or LLCs hiding speculative intent. No speculation on human life.
- 禁止：别人代答健康问题；在申请上写自己的联系方式；签后改答案；答应额外保费；不在场却签名；代签（即使客户同意）；见证不在你面前的签名；索要或保留已签名的空白表格。
- Prohibited: anyone but the applicant answering health questions; your own contact details on the app; changing answers after signing; agreeing to extra premium; signing when not present; signing others' names even with consent; witnessing signatures not made in front of you; requesting or keeping signed blank forms.
十三、收保费与反洗钱13. Premium and anti-money-laundering
| 接受Accepted | 不接受Not accepted |
|---|---|
| EFT、电话付款、个人或企业支票、电汇、银行支票、网上付款、汇票（年金不收，须审批），都必须是美国银行的美元EFT, pay-by-phone, personal or business checks, wires, bank checks, web payments, money orders (not for annuities, subject to approval), all USD from a US bank | 现金、经纪人或代理公司的支票、信用卡、不记名债券、外币、旅行支票Cash, agent or agency checks, credit cards, bearer bonds, foreign currency, traveller's checks |
现金等价物每位付款人/被保险人/持有人/家庭每滚动 12 个月合计不超过 $10,000（单张超过 $10,000 的本票或银行支票除外），须客户自己购买，交给经纪人时填 Form 7953。 不能替客户买、不能替非家人交保费或还贷、不能存进自己的账户、不能收合同以外的钱。
Cash equivalents: no more than $10,000 per payor/insured/owner/household per rolling 12 months (single cashier's or treasurer's checks over $10,000 excepted), bought by the client, with Form 7953 when handed to the agent. Never buy them for clients, pay premiums or loans for non-family clients, deposit premiums in your account, or collect money beyond the contract.
反洗钱红旗（USA PATRIOT Act 第 326、352 条）：犹豫期内退保的规律；反复贷款；多张现金等价物；资金超出已知收入；不在乎退保费；无理由用多个家人或公司名义开户； 把大额拆成小额（structuring）；想用现金交大额保费又没有支票账户；只关心提前解约条款、不关心表现。有怀疑立即上报。公司来问 AML 的事要保密，绝不能透露给客户。
AML red flags (USA PATRIOT Act §§326, 352): free-look surrender patterns; repeated loans; multiple cash equivalents; inflows beyond known income; indifference to surrender charges; multiple accounts in family or company names without reason; structuring; wanting to pay a large premium in cash with no checking account; interest in early-termination features rather than performance. Report suspicions at once. AML questions from the company are confidential: never tip off the client.
反洗钱小测验：这三个案例哪里有问题？
AML quiz: what's wrong in these three cases?
| 情况Situation | 问题在哪The problem |
|---|---|
| 餐馆员工收入主要是现金小费，年缴保费 $10,000 全用汇票A restaurant worker paid mostly in cash tips pays a $10,000 annual premium entirely in money orders | 碰到每户每滚动 12 个月 $10,000 的现金等价物上限；有支票账户就不该用现金等价物Hits the $10,000 per household per rolling 12 months cash-equivalent limit; anyone with a checking account shouldn't pay in cash equivalents |
| 现金生意的一家人，同一户三张保单（$15,000 / $10,000 / $5,000），$24,000 用汇票、其余用支票A cash-heavy family business: three policies in one household ($15,000 / $10,000 / $5,000), $24,000 paid in money orders and the rest by check | 拆单（structuring），而且同一户超过上限Structuring, and over the household limit |
| $10,000 的 IUL，每季度借 $2,500，下个月用汇票还A $10,000 IUL with a $2,500 loan every quarter, repaid the next month by money order | 反复贷款 + 现金等价物还款，是典型红旗，应上报Repeated loans repaid in cash equivalents, a classic red flag to report |
国家人寿合规部分四个组：广告指导（AGT）、监管与风险指导、销售行为指导、特别调查组（SIU）。
National Life Compliance has four units: Advertising Guidance (AGT), Regulatory & Risk Guidance, Sales Practice Guidance, and the Special Investigations Unit (SIU).
十四、替换：从来不是「免费升级」14. Replacements: never a "free upgrade"
替换是指新保单导致现有保单被退保（含部分）、断缴、终止、降低保费、转投保费（含年金定期缴款）、降低保障，或用现有保单借款/提取来买新单。 融资购买：同一持有人、同一公司，在新保单生效前 4 个月到生效后 13 个月内，用现有保单的钱交新保费，就算替换。
A replacement is a new policy that causes an existing one to be surrendered (fully or partly), lapsed, terminated, reduced in premium, have its premium redirected (including annuity flow), reduced in coverage, or borrowed against to buy the new one. A financed purchase counts too: same owner, same company, using money from the existing policy to pay new premium from 4 months before to 13 months after the new effective date.
- 要向客户说明：新的费用、失去的条款和权利、新的退保期、新的自杀和可抗辩期、税务后果；填替换表；部分合格计划需要计划管理人批准。
- Explain new charges, lost provisions and rights, a new surrender period, new suicide and contestable periods, and tax consequences; complete replacement forms; some qualified plans need administrator approval.
- 先考虑其他路：改写、转换、保留旧单再加一张。替换已缴清的保单很少符合客户利益；年龄越大，替换越难说是最佳利益。
- Consider rewriting, converting, or keeping the old policy and adding new. Replacing paid-up coverage is rarely in the client's interest, and best interest gets harder to show with age.
- 内部替换要先拿到总部批准。禁止：隐瞒替换、twisting、churning（用旧保单的价值在同一公司买新单赚佣金），以及操纵账户规避替换规则。
- Internal replacements need home-office approval first. Prohibited: undisclosed replacements, twisting, churning (using existing values to buy with the same insurer for more commission), and manipulating accounts to dodge the rules.
有一种常见的讲法叫「红海 vs 蓝海」：红海是只能卖给没保险的人， 蓝海是「可以卖给已经有保单的人，做保单的免费升级（1035 Exchange），拥有了整个市场」。 前半句是对的，已有保单的人确实是市场。问题出在后半句那六个字。
A common pitch contrasts a "red ocean" (selling only to the uninsured) with a "blue ocean": selling to people who already have a policy, "a free upgrade via a 1035 exchange", which "gives you the whole market". The first half is fine; people who already own coverage are indeed a market. It's those two words that are the problem.
| 「免费」"Free" | 新保单要重新摊销前期费用，旧保单可能有退保费用，换过去的钱要重新开始滚The new policy re-amortises front-end costs, the old one may carry a surrender charge, and the money restarts its accumulation |
| 「升级」"Upgrade" | 暗示新的一定更好。新保单的不可异议期与自杀条款重新起算两年，这段时间客户的保障其实更脆弱Implies the new one is necessarily better. Contestability and the suicide clause restart for two years, so the client is in fact less protected during that window |
| 「拥有整个市场」"The whole market" | 如果替换的理由是「这个市场更大」而不是「这位客户换了更好」，那正是 Twisting 与 Churning 被禁止的原因If the reason for replacing is that the market is bigger rather than that this client is better off, that is precisely what the bans on twisting and churning are aimed at |
加州对替换有一整套流程：签 Notice Regarding Replacement、 资料保留三年、新公司五个工作日内通知原公司、Free Look 强制 30 天。 Twisting 是跨公司误导替换，Churning 是在同一家公司里换来换去， 两个都在 §790.03 的禁止清单上。 完整流程见保单替换， 法条口径见执照考试重点。
California has a full process for replacement: a signed notice regarding replacement, records kept three years, the replacing insurer notifying the existing one within five business days, and a mandatory 30-day free look. Twisting is a misleading replacement across carriers; churning is moving a client around inside one. Both are on the §790.03 list. The process is on the replacement page; the code side is on the exam prep page.
十五、长者与军人：要多做的几步15. Seniors and the military: the extra steps
军人
Military
按《军人金融服务保护法》向现役军人及家属做披露（E-4 及以下有额外要求）；进基地要指挥官批准。不能：送礼换出席、暗示与军方或政府有关、约见时不说明是推销、 把计息利率说成净回报、说保险免费、贬低 SGLI/VGLI 或鼓励退掉 SGLI、把军饷划拨说成存款、改扣缴来交保费。
Military Personnel Financial Services Protection Act disclosures to active duty and dependents (extra for E-4 and below); base commander approval on installations. Never: gifts to attend, implying military or government affiliation, hiding that it's a sales call, calling a credited rate a net return, saying insurance is free, disparaging SGLI/VGLI or urging cancellation, calling an allotment a deposit, changing withholding to fund premiums.
长者（加州 65 岁以上）
Seniors (California 65+)
留意认知能力下降；放慢、请家人参与、用简单的话、详细记录。加州到府拜访：每次见面前 24 小时至 14 天内给 Senior Notice Prior to Visit（#20045）； 建议变现股票、债券、IRA、CD、基金或年金时给 Financial Advice Disclosure for Elders（#8196）；进门先说明来意；名单来自 lead 服务要说明；每位到场者递上带执照号的名片；被要求离开时立即离开。
Watch for cognitive decline; slow down, involve family, use plain language, take detailed notes. California home visits: give the Senior Notice Prior to Visit (#20045) 24 hours to 14 days before each meeting; the Financial Advice Disclosure for Elders (#8196) when recommending liquidating stocks, bonds, IRAs, CDs, funds or annuities; state your purpose on arrival; disclose lead-service sources; everyone present hands over a card with licence number; leave immediately when asked.
年金最佳利益（NAIC 275 号示范法）的四项义务（注意、披露、利益冲突、记录）详见《年金全解》。
The four annuity best-interest obligations under NAIC Model 275 (care, disclosure, conflict of interest, documentation) are covered in Annuities.
十六、广告与讲座：凡是对外的，先审核16. Advertising and seminars: anything public is approved first
在国家人寿眼里，广告包括：讲座和网络研讨会的讲稿、视频、社交媒体、印刷品和直邮、名片和信纸、网站和目录、手册、经纪人培训材料、 电话话术、需求分析表、演示、建议书、电子报、推销或招募邮件。
To National Life, advertising includes seminar and webinar scripts, videos, social media, print and direct mail, business cards and letterhead, websites and listings, brochures, agent training material, phone scripts, fact finders, illustrations, proposals, newsletters, and sales or recruiting emails.
先过 PFA 合规
First, PFA compliance
只有已持牌、已委任的伙伴能做广告。自己做的任何宣传品（印刷、网页、照片、视频、社交媒体），首次使用前都要交 PFA 合规审核， 写明内容、投放渠道、受众和频率；批准以邮件回复，只对申报的用途有效。一周没批要重交，两周没批视为否决。 提到国家人寿或其产品的，还要交保险公司广告审核（附 Compliance Review Request 表，通常 2–5 天）。用 PFA 的标志（招牌、T 恤等）也要先批。 中文广告要附经你证明准确的英文译本。
Only licensed, appointed associates may advertise. Anything you create (print, web, photo, video, social) goes to PFA compliance before first use, stating content, channel, audience and frequency; approval comes by email and covers only that use. Resubmit after a week without approval; two weeks without approval counts as denied. Anything naming National Life or its products also goes to the carrier's ad review (with the Compliance Review Request form, typically 2–5 days). Using the PFA logo (signs, T-shirts) needs approval too. Non-English ads need an English translation you certify.
再过国家人寿广告审核
Then National Life's ad review
提到国家人寿/LSW/NLIC、评级、历史、标志、产品名或独有条款（重大伤害 ABR、阿尔茨海默、生育、LIBR 等）的任何内容；K-12 学校 403(b)/457 推广； 国家人寿产品的销售竞赛；关于国家人寿产品的培训材料；以及即使没点名、但意在引起对国家人寿产品兴趣的内容。 填 Compliance Review Request Form 发 AdReview@，拿到书面批准才能用，并保存批准记录。
Anything naming National Life/LSW/NLIC, ratings, history, logos, product names or unique features (critical injury ABR, Alzheimer's, fertility, LIBR…); K-12 403(b)/457 marketing; sales contests on NLG products; training material on NLG products; and anything meant to create interest in NLG products even without naming them. Send the Compliance Review Request Form to AdReview@, use it only after written approval, and keep the approval.
可以直接用的：Agent Portal Marketing 页签、CoBrand on Demand、公司社交媒体的预审内容。不能改动、盖章或加字。
Ready to use: the Agent Portal Marketing tab, CoBrand on Demand, pre-approved corporate social content. Don't alter, stamp or add to them.
内容规则：真实、完整、写出风险；不保证未来结果；引用的统计要是 3 年内发布且注明来源；寿险的首要目的是身故保障；年金要叫年金，是长期退休产品，指数年金不直接参与股市、有退保费。 不能在公司名、邮箱或网址里使用 National Life、NLIC、LSW。
Content rules: truthful, complete, with risks; no guaranteed future results; statistics must be published within three years and sourced; the primary purpose of life insurance is the death benefit; call an annuity an annuity, a long-term retirement product; FIAs don't participate in the market and have withdrawal charges. Never use National Life, NLIC or LSW in a company name, email address or URL.
讲座与会议同样受管：没持牌委任的人不能上台；客户讲座、招募会、内部培训都用公司核准的讲稿、PPT 或视频，不改动； 不安排未经审核的临时发言人；讲座上介绍了某个产品，也要等到逐一做完需要分析，才能收申请。
Seminars and meetings are regulated too: no one unlicensed or unappointed presents; client seminars, recruiting meetings and internal training use approved scripts, slides or video unchanged; no unvetted impromptu speakers; and even if a product was presented, no application is taken until each person has had an individual needs analysis.
十七、中文材料与「For Agent Use Only」17. Chinese materials and "For Agent Use Only"
国家人寿所有保单和表格只有英文；申请用英文填，客户必须完全理解；不能暗示产品有客户母语版本。 可以翻译：通用的寿险/年金销售材料、信纸和个人简介。不可以翻译：产品专有或涉及独有功能的材料（产品名、重大伤害 ABR、LIBR、GLIR 等）和证券材料。 翻译要走公司的 Process for Creating Multi-Cultural Marketing Materials 流程。
All National Life policies and forms are English only; the app is completed in English and the client must fully understand it; never imply the product exists in their language. May be translated: generic life/annuity sales material, stationery and bios. May not: product-specific or proprietary-feature material (product names, critical injury ABR, LIBR, GLIR…) and securities material. Translations go through the Process for Creating Multi-Cultural Marketing Materials.
对本网站的意思：团队建设的中文产品页是给签约经纪人的培训笔记，需要口令、不被搜索引擎收录。 它们不能截图、转发或改写后给客户或发到朋友圈、微信群，那样就成了未经审批的翻译广告。给客户的材料只用 Agent Portal 上的官方版本（包括官方中文版）。
What it means for this site: the Chinese product pages in the Team Building section are training notes for contracted agents, behind a passphrase and kept out of search engines. Don't screenshot, forward or adapt them for clients, Moments or WeChat groups. That would make them unapproved translated advertising. For clients, use only the official Agent Portal versions (including the official Chinese ones).
哪些材料不能给客户看
Material you may not show a client
保险公司的幻灯片角上常有一行小字：For Agent Use Only — Not For Use With The Public。它是有法律含义的，不是排版装饰。 带这行字的页面，是给持照代理人看的内部资料，不能给客户看、不能截图转发、不能放进讲座 PPT。 团队内部资料里也有不少页带着这行字，转发之前请先看一眼页脚。
The line in the corner of a carrier's slide, For Agent Use Only — Not For Use With The Public, has legal meaning; it isn't decoration. A page carrying it is internal material for licensed agents and may not be shown to a client, screenshotted, forwarded, or dropped into a seminar deck. Plenty of pages in the team's internal material carry that line too. Check the footer before you forward anything.
通常带这行字的
What usually carries it
佣金与销量数据、市场份额排名、产品内部参数对照、 核保指引、竞品对比页、还没通过合规审批的新产品资料。
Commission and production data, market-share rankings, internal parameter comparisons, underwriting guides, competitor comparison pages, and pre-approval material for a new product.
给客户的材料从哪来
Where client-facing material comes from
从公司 Agent Portal 上下载标着 consumer / client 版本的那一份， 或者用团队经合规审过的讲座模板。自己拼图、自己改字的，先问上线。
Download the version marked consumer or client from the carrier's agent portal, or use a seminar template the team has already had reviewed. Anything you assembled or retyped yourself goes past your upline first.
十八、社交媒体与微信18. Social media and WeChat
| 平台Platform | 能不能谈业务Business use |
|---|---|
| LinkedIn（个人和公司页）、Facebook 商业页、Instagram 商业号、X（Twitter）、YouTubeLinkedIn (profile and company), Facebook Business, Instagram Business, X (Twitter), YouTube | 可以，按规则Yes, within the rules |
| 微信、小红书（RedNote）、TikTokWeChat, RedNote, TikTok | 2026 年起列入合规批准的平台，规则和上面一样；公司也开始提供中文翻译好的帖子。以前「微信只能发英文会议通知」的规定已经被取代，发之前仍要看合规部当期的社交媒体指引Added to the compliance-approved list from 2026, under the same rules as above; the company now supplies translated posts. The old "WeChat: English meeting notices only" rule is superseded; still check Compliance's current social media guide before posting |
| WhatsApp、Alignable、互动博客、个人账号WhatsApp, Alignable, interactive blogs, personal accounts | 不能用于国家人寿业务Not for National Life business |
可以发什么
What you may post
- 说明自己是国家人寿的独立代理人
- That you're an independent agent of National Life
- 送保单的照片或视频：先取得客户同意，画面不能有保单号或任何可识别信息
- Policy-delivery photos or video, with the client's permission and no policy number or identifying details
- 公益活动、团队会议的照片：画面里每个人都同意
- Charity events and agency meetings, with everyone pictured agreeing
- 配文只能是简单通用的句子，例如「又一个家庭有了保障」
- Only simple generic captions, such as "another family protected"
- 不能出现产品名、附约名、国家人寿独有的功能（重大伤害、LIBR、GLIR 等）
- No product or rider names, or features unique to National Life (critical injury, LIBR, GLIR…)
- 公司官方账号的内容可以原样转发，不能改动
- Official company content may be shared unaltered
不点名国家人寿或产品的一般性寿险、年金、生前福利话题也可以发。 不要回应网上关于国家人寿的评论，转给合规部。不能批评国家人寿、其他经纪人、公司或产品。
General posts on life insurance, annuities and living benefits that don't name NLG or its products are also fine. Don't reply to online comments about National Life; pass them to Compliance. Never criticise National Life, other agents, companies or products.
十九、电话、短信、邮件19. Calls, texts and email
- 打电话或发短信前，用 Agent Portal 工具核对联邦 DNC、州 DNC（含「禁止致电节假日」）和国家人寿内部 DNC 名单。威斯康星州需登记电话推销员。
- Before calling or texting, check the federal DNC, state DNC lists (including "do not call holidays") and National Life's internal list with the Agent Portal tool. Wisconsin requires telephone-solicitor registration.
- 当地时间早 8 点前、晚 9 点后和州假日不能打；电话推销时不能自称国家人寿代表。
- No calls before 8am or after 9pm recipient time or on state holidays; don't identify yourself as a National Life representative when telemarketing.
- 短信和商业邮件只发给现有客户、持牌州内的潜在客户、以及（招募时）持牌专业人士。不能发关于国家人寿或其产品的营销短信。
- Texts and commercial email only to existing clients, prospects in licensed states and (for recruiting) licensed professionals. No marketing texts about National Life or its products.
- 从国家人寿域名发邮件每封最多 20 位收件人；提到国家人寿的邮件每次发送前要过 UnsubCentral；书面营销标注「This is an advertisement」。
- From NLG domains, at most 20 recipients per email; emails mentioning NLG are scrubbed through UnsubCentral before every send; written marketing says "This is an advertisement".
- 自动拨号、群发机器短信和主动传真需事先取得书面明示同意（TCPA）。
- Autodialers, robotexts and unsolicited faxes need prior express written consent (TCPA).
二十、送单、档案与隐私20. Delivery, files and privacy
送单流程与期限（手册写发单后 30 天或 transmittal 的 Acceptance Date 较早者；2024 年培训写 75 天）详见《新单与保全》。犹豫期从送达开始算。
Delivery steps and deadline (the manual says the earlier of 30 days from issue or the transmittal's Acceptance Date; the 2024 training says 75 days) are in New Business & Service. The free look starts at delivery.
档案要留
Keep in the file
所有往来；签名的送单回执；用过的销售材料（包括通用的）；需求分析表；签过的披露；会面记录（日期、地点、时间、方式和摘要）；用过的演示。保单不再有效后至少保存 7 年（各州不同）。
All correspondence; the signed delivery receipt; sales material used (including generic); the fact finder; signed disclosures; meeting notes (date, place, time, method and summary); the illustration used. Keep at least seven years after the policy ends (states vary).
档案不能留
Never keep
医疗资料（APS、体检、化验、心电图）、调查报告、报税表、对客户的主观评价、签了名的空白表格、保单正本（复印件可以）和其他正本。
Medical records (APS, exams, labs, EKGs), inspection reports, tax returns, judgmental comments about the client, signed blank forms, original policies (copies are fine) or other originals.
客户资料与隐私
Client data and privacy
- 客户的财务与健康信息全部是机密，只能提供给：保险公司（用于投保与核保）、职责需要的 PFA 督导人员、调查投诉或违法行为的监管机构。
- Clients' financial and health information is confidential, shared only with the carrier (for application and underwriting), PFA supervisors whose role requires it, and regulators investigating complaints or misconduct.
- 填完申请后，资料要么还给客户、要么随申请交给 PFA 或保险公司；除非法律或公司要求，不留副本。必须留的，纸本锁在柜子里，电子档放在有权限控制的地方。
- After the application, information goes back to the client or with the application to PFA or the carrier; no copies unless law or the company requires them. What must be kept is locked (paper) or access-restricted (electronic).
- 个人可识别信息（PII）＝姓名加上保单号、社安号、银行账号或驾照号中的任何一项。只收需要的；发邮件加密、发之前核对收件人；不在公共场合或免提电话里谈客户资料；锁屏；不用的资料粉碎；旧电脑要彻底抹除。
- PII = a name combined with a policy number, SSN, bank account or driver's licence. Collect only what's needed; encrypt email and double-check the address; don't discuss client data in public or on speakerphone; lock your screen; shred what you don't need; wipe old computers properly.
- 隐私事故（丢失、误发邮件、电脑被偷、入室盗窃、未授权访问），立即上报；涉及国家人寿客户的报告公司隐私官。警惕钓鱼邮件、冒充客户或公司的电话、客户突然改地址或要求付款到新账户，这些是账户盗用的典型信号，发现后联系保险公司的反欺诈部门（SIU）。
- Report any privacy incident involving a National Life client (lost, misdirected, stolen data) to the company's privacy officer at once. Watch for phishing, calls impersonating clients or the company, and sudden address changes or payouts to new accounts, which are classic account-takeover signs; report them to the carrier's special investigations unit (SIU).
- 隐私（GLBA）：成交时或之前给 Prenotification 和 Privacy Notice；资料只和国家人寿及关联公司分享；加州要给 CCPA/CPRA 通知；把不能承保的客户介绍给其他公司属于正常业务。离职后义务不变。
- Privacy (GLBA): give the Prenotification and Privacy Notice at or before the sale; share data only with National Life and affiliates; California needs CCPA/CPRA notices; shopping an uninsurable prospect to other carriers is a normal insurance function. The duty survives termination.
- 网络安全：杀毒软件保持更新；电脑、手机和移动存储加密；鼓励买网络保险（有数据接口且年新单超过 $50 万的独立经纪人必须买）。NLIC 经纪人另需遵守纽约 DFS 的最低安全标准（多因素认证、强密码、屏幕锁定、访客 Wi-Fi 分开等）。
- Cybersecurity: current antivirus; encrypt laptops, phones and removable media; cyber insurance encouraged (required for independent agents with data feeds and over $500k WNAP). NLIC agents also follow NY DFS minimum standards (MFA, strong passwords, screen locks, separate guest Wi-Fi and so on).
二十一、执照、继续教育与 E&O21. Licensing, continuing education and E&O
- 有效的居住州执照才能签约；去外州招揽前先拿非居民执照。NLIC 和 LSW 要分别委任；纽约 NLIC 不接受经纪人，必须是代理人。
- An active resident licence to contract; a non-resident licence before soliciting in another state. NLIC and LSW appointments are separate; NLIC in New York takes agents, not brokers.
- 必须有 E&O；理赔和投诉要报告给 E&O 保险公司。按州完成继续教育；新人入职要做反洗钱培训，之后每两年一次。
- E&O is required; report claims and complaints to the E&O carrier. Complete state CE; AML training at appointment and every two years after.
- 18 USC §1033：有涉及不诚实或背信的重罪记录，没有州保险监理官书面同意不能从事保险。重罪定罪或认罪都要上报，被起诉也要上报。
- 18 USC §1033: a felony involving dishonesty or breach of trust bars insurance work without the commissioner's written consent. Report felony convictions, pleas and charges.
- 没有证券执照的寿险经纪人不能评论股票、基金或市场，也不能建议客户卖投资来买保险。
- Life-only agents can't comment on stocks, funds or markets, or suggest selling investments to buy insurance.
- 不能向保单持有人（非家人）借钱或开借据。离职后要归还或销毁客户资料，不能诱导客户替换保单。
- Never borrow from or issue notes to non-family policyowners. On termination, return or destroy client data and don't entice replacements.
- 继续教育：除了州要求的 CE，PFA 要求每年至少三次亲自出席的培训（销售行为、反洗钱、合规手册或产品），并自己保存出席证明；缺席会被罚款、降级、停发佣金甚至终止。国家人寿的合规手册每两年要重新确认一次，AML 训练也是两年一次。
- Continuing education: beyond state CE, PFA requires at least three in-person trainings a year (sales practices, AML, the compliance manual or product), with your own proof of attendance; missing them can mean fines, demotion, suspended pay or termination. National Life's compliance manual is re-acknowledged every two years, and AML training renews on the same cycle.
- E&O：必须是 PFA 认可的（把 PFA 列为附加被保险人）；入职时已有外部 E&O 的，只能用到下一个 7 月 1 日续期为止。购买与豁免细节见《表格速查》。
- E&O: must be PFA-compliant (naming PFA as additional insured); outside E&O held at joining only runs until the next 1 July renewal. Purchase and exemption details are in Forms Guide.
二十二、招募的规矩22. Recruiting rules
| 规定Rule | 具体是什么In practice |
|---|---|
| 先看适不适合Qualify first | 邀请加入前，要评估对方的熟人市场是否适合做寿险、本人是否具备做金融服务的条件；不适合的不应邀请Before inviting someone to join, assess whether their market suits life insurance and whether they're suited to financial services; if not, don't invite them |
| 当面、由已委任的人招募In person, by an appointed associate | 第一次接触可以用电话、社交媒体等核准方式邀请来听 FOS；真正的招募要在 FOS 之后、由已委任的伙伴当面进行First contact may be by phone or approved social channels, inviting to an FOS; actual recruiting happens in person, after the FOS, by an appointed associate |
| 已持牌的同业Already-licensed prospects | 先问对方是否挂在其他 agency / IMO、有没有竞业或禁止招揽条款、是否是专属代理。专属或有限制条款的不要招；在介绍 FOS 之前，对方必须先签 PFA 的 Prospect Non-Solicitation Form（说明是对方主动来了解），表格由招募人保存Ask whether they're contracted with another agency or IMO, bound by non-compete or non-solicitation, or captive. Don't recruit those who are; before any FOS they must sign PFA's Prospect Non-Solicitation Form (stating they approached us), which the recruiter keeps |
| 本人报名、本人付款They sign up and pay themselves | 线上申请、接受合约、付款全部由对方本人完成，必须用对方自己的卡；只有网站不可用时才用纸本，并要有对方书面同意书The online application, contract acceptance and payment are all done by the prospect, on their own card; paper only if the website is down, with written consent |
| 不花钱买人头No paying for heads | 不能为了让人来听 FOS 或加入而给钱（停车费这类 $25 以下的实际开销除外）；不能办「带人来就有奖」的比赛；不能付钱给其他伙伴让他去招人No payment to attend an FOS or to join (beyond de minimis costs under $25 like parking); no contests for bringing prospects; no paying other associates to recruit |
| 一个人只能有一个推荐人One recruiter per person | 要换推荐人，需要原推荐人签字释放，或本人满 6 个月不活跃Changing recruiter needs a signed release from the original, or six months of inactivity |
| 这是生意机会，不是工作An opportunity, not a job | 不能把 PFA 说成一份工作，不能为了让人签约而夸大事实，不能在对方不知情时替他报名Never present PFA as a job, exaggerate to get a sign-up, or enrol someone without their knowledge |
二十三、夫妻一起做23. Married couples
手册里的规定
What the manual says
- 两人都参与讲解，两人都签申请；一人单独讲解，就由讲的那人签
- Both present, both sign; one presents alone, that spouse signs
- 不在场的一方不能代签，也不能把单子转给没参与的一方
- The absent spouse can't sign or be assigned the case
- 不能一方拿另一方的级差；只有两人都在场参与时才能分佣
- No overriding your spouse; split only when both took part
- QFD 以上招募直系亲属，对该亲属没有代差提成
- A QFD+ earns no generational override on immediate family they recruit
2026 年的夫妻团队身份
The 2026 Married Team Couple status
PFA 推出了 Married Team Couple Status：合法婚姻、两人都持牌委任并有 E&O、至少一人保持 CFT，经 PFA 书面批准后， 可以共同获得表彰，在官方规则允许的奖励、旅游、钻戒项目里合并点数；一人可以在 PFD 以上，另一人保持 PFD 或以下； 可以申请一次性、不可撤回的总监级别互换。它不产生层级、下线转移或继承权利。具体以协议为准； 手册里的旧规定与新计划有冲突时，按新计划的协议和 PFA 当期政策执行。
PFA's Married Team Couple Status: a legally married couple, both licensed, appointed and with E&O, at least one a CFT, approved in writing, may be recognised jointly and pool points for awards, trips and rings where official rules allow; one spouse may be above PFD while the other stays at PFD or below; a one-time, irrevocable director-level switch may be requested. It creates no hierarchy, transfer or succession rights. The agreement governs; where the older manual conflicts, the programme agreement and current PFA policy prevail.
二十四、晋升、保级与续保率24. Promotion, retention, persistency
- 不准做点数。不能把跨团队、跨腿的分佣点数算进自己的晋升；不能把点数送给、转给没实质参与的人；不能把业绩从原来的腿挪到别的腿。违反的话，参与者的晋升都会被拒。
- No manufacturing points. Points split with another base shop, leg or hierarchy don't count toward your promotion; no gifting points to people who didn't participate; no moving production between legs. Break these and everyone involved is denied.
- QFD 以上的承诺：成为 CFT、出席 PFA 研讨会与大会、培训并督导整个下线合规；未经批准不做其他网络营销或金融服务生意；不招其他伙伴下线的人；PFA 终止或不活跃的伙伴 6 个月内不招去任何金融服务岗位；AFD 以上要全职管理团队。
- QFD+ commitments: be a CFT, attend PFA seminars and conventions, train and supervise the downline on compliance; no other network-marketing or financial-services business without approval; never recruit another associate's downline; don't recruit terminated or inactive associates into financial services for six months; AFD+ manage full-time.
- 质量要求：个人及团队 24 个月滚动续保率至少 78.2%（执照不满 24 个月用 12 个月计算），新单成交率（placement）至少 70%。年底续保率不达标，失去旅游、奖金、奖金池、递延薪酬与晋升资格。奖金池另要求续保率 80%。
- Quality: 24-month rolling persistency of at least 78.2%, personal and team (12-month if licensed under 24 months), and at least 70% placement of applications written. Missing persistency at year-end forfeits trips, bonuses, pools, deferred compensation and promotions. The bonus pools separately require 80%.
- 保级：QFD 到 RFD 每年基础团队净实收寿险业绩至少 $50,000；没有按手册培训督导下线的总监，可能被降为 PFD 并留察 12 个月，之后要重新达标；有未结的客户投诉、监管投诉或诉讼，不能保留总监级别。
- Retention: QFD to RFD need at least $50,000 of base-shop net paid life business a year; a director who fails to train and supervise may be demoted to PFD with 12 months' probation and must requalify; pending client or regulatory complaints or litigation bar keeping director status.
二十五、内部沟通、团队激励与外部业务25. Internal communication, incentives and outside business
- 内部沟通：与 PFA 总部、保险公司新单与核保部门的正式往来都用 @pfaonline.com 邮箱，每天查看；文件扫描成 PDF 发送。电话、语音、短信都不是正式沟通方式；PTRAC 上发布的内容视为正式通知。
- Internal communication: formal contact with PFA and the carriers' new-business and underwriting teams goes through your @pfaonline.com email, checked daily, with documents as PDFs. Calls, voicemail and texts aren't official; anything posted on PTRAC counts as notice.
- 团队激励：PFA 的激励方案都经过合规设计；个人不要自己设团队奖励，先经合规批准。
- Team incentives: PFA's incentives are designed for compliance; don't run your own team contests without compliance approval.
- 外部业务：可以有其他生意，但不能与 PFA 或其合作保险公司竞争（卖竞品、把伙伴招去别的 IMO）；不能用「PFA」或「Premier Financial Alliance」的名义经营任何生意或签任何文件。
- Outside business: allowed if it doesn't compete with PFA or its carriers (selling competing products, recruiting associates to another IMO); never operate or sign anything under the PFA or Premier Financial Alliance name.
二十六、投诉：48 小时26. Complaints: 48 hours
投诉是书面表达的不满（少数州口头也算）。代理人收到的投诉立即转给保险公司的投诉部门；公司要求代理人陈述时， 48 小时内交，逐条回应、只讲事实，附上需求分析等档案。投诉成立时保费退还、佣金追回。 国家人寿的投诉里一半以上涉及销售环节，所以前面几节的档案和披露，就是你将来的证据。
A complaint is a written grievance (oral in a few states). Forward any you receive to the carrier's complaints team at once; when asked for an agent statement, provide it within 48 hours, point by point, facts only, with your fact-finder and needs analysis attached. Justified complaints mean a premium refund and chargeback. Over half of National Life's complaints concern the sale, which is why the documentation above is your future evidence.
书面投诉（明尼苏达和华盛顿州口头投诉也算）马上发 complaints@nationallife.com，并告诉主管。
Send written complaints (verbal ones too in MN and WA) to complaints@nationallife.com at once and tell your supervisor.
不要自己回复或和解（包括 BBB）；回复监管机构前先联系合规部（如果州保险局只写信给你，回复后把来信和回复都转给公司）。不要退佣金、不要认错。
Don't reply or settle on your own (BBB included); contact Compliance before answering any regulator (if the DOI writes only to you, respond and forward both). Don't refund commissions or admit fault.
逐条回应每项指控，附上档案证据。同时通知 E&O 保险公司。投诉成立可能导致撤单、退费和佣金追回。
Answer each allegation with documentation from your file, and notify your E&O carrier. A justified complaint can mean cancellation, refund and chargeback.
遇到问题找谁
Who to ask
业务问题按顺序：先查手册 → 问你的 CFT、QFD 或 EFD → 发邮件给对应部门（核保询价、方案设计、网站问题、案子找你的 Case Manager）→ 最后才打电话给保险公司，而且不问「怎么用 eApp、选 A 还是 B」这类基础培训问题。 合规或道德问题：先找直属 QFD，再往上到上级 QFD、EFD，直到解决；也可以直接联系 PFA 合规，或用匿名违规举报表。
Business questions, in order: check the manual → ask your CFT, QFD or EFD → email the right department (underwriting quotes, case design, website help, your case manager) → call the carrier last, and never with basic training questions like "how does the eApp work" or "A or B". Compliance or ethics issues: your direct QFD, then upline QFDs and the EFD until resolved; or PFA compliance directly, or the anonymous violation report form.
| 事项Matter | 联系Contact |
|---|---|
| 寿险与年金合规部Life & Annuity Compliance | (802) 229-3129 · NLGCompliance@nationallife.com |
| 广告审核Advertising review | AdReview@nationallife.com |
| 广告指导组（AGT，送审前的问题）Advertising Guidance team (AGT, pre-submission questions) | (802) 229-3129 · AGT@nationallife.com |
| 投诉Complaints | complaints@nationallife.com |
| 特别调查组（欺诈、洗钱、长者剥削）Special Investigations (fraud, AML, elder exploitation) | SIU@nationallife.com |
| 匿名举报热线（24 小时）EthicsLine (24/7, anonymous) | (833) 254-4249 · nationallife.ethicspoint.com |
善意举报的人受保护，公司对报复零容忍。
Good-faith reporters are protected; retaliation has zero tolerance.
二十七、欺诈、伪造与长者剥削27. Fraud, forgery and elder exploitation
手册列出的欺诈类型：身份盗用和账户接管、感情诈骗、洗钱、家人之间的欺诈、长者剥削；新单里的合成身份、流窜式欺诈、预支佣金骗局、代写（ghost writing）、清单式投保（clean sheeting）、申请不实；理赔欺诈；返佣。
The manual's fraud types: identity theft and account takeover, romance scams, money laundering, family fraud, elder exploitation; in new business, synthetic IDs, nomadic fraud, advance-commission schemes, ghost writing, clean sheeting and application misrepresentation; claims fraud; rebating.
经客户同意替他签名、缩写或电子签，一样是伪造。也不能：把客户的通讯地址改成你的（直系亲属除外）、让账单寄给你、冒充客户打电话或注册客户门户、未经授权操作账户、签后修改文件、兑现付给公司或别人的支票。
Signing, initialling or e-signing for a client with their permission is still forgery. Nor may you change a client's address to yours (immediate family excepted), have bills sent to you, impersonate a client on the phone or customer portal, act on an account without authorisation, alter documents after signing, or cash checks payable to the company or others.
长者或弱势成年人（含 18–64 岁有限制的人）被剥削的红旗：所有决定都由别人做；对照顾者害怕或顺从；记忆和对话有问题；异常的退票或断缴；不在乎退保费；突然更改授权书、持有人或受益人；更改持有人后马上取钱； 不合适的销售或替换；高压推销。有合理怀疑必须报告：SIU@nationallife.com、(802) 229-3129 或 EthicsLine。
Red flags for exploitation of elders or vulnerable adults (including 18–64-year-olds with limitations): others making every decision; fear of or submission to a caregiver; memory or conversation problems; unusual NSFs or lapses; indifference to surrender charges; abrupt POA, owner or beneficiary changes; withdrawals right after an ownership change; unsuitable sales or replacements; high-pressure tactics. Reasonable suspicion must be reported: SIU@nationallife.com, (802) 229-3129 or EthicsLine.
二十八、纽约州28. New York
- 纽约居民只能买 NLIC，即使在外州签也不能买 LSW（Circular Letter 2011-6）。
- New York residents can buy only NLIC, never LSW, even when signing out of state (Circular Letter 2011-6).
- Reg 60（替换）：每份申请填 Definition of Replacement（Form 7717，客户、公司、档案各一份）；是替换的，申请时给 8027NY 重要通知，并填 7289NY 对比披露（不留空、$0 也写，退保费和 IUL 前置费用写在备注，列出用过的销售材料，经纪人陈述要详细）。
- Reg 60 (replacement): Definition of Replacement (Form 7717) on every app, with copies to client, company and file; for replacements, the 8027NY notice at application and the 7289NY comparison (no blanks, write $0, surrender charges and IUL upfront loads in Remarks, list sales material used, a detailed agent statement).
- Reg 74（演示）：申请时或之前由客户和经纪人签演示并留一份给客户；出单不同则送单时签修订版；重点讲保证值；给全部页面和 Buyer's Guide。
- Reg 74 (illustrations): signed by consumer and agent at or before application, copy left and submitted; a revised illustration at delivery if issued differently; focus on guarantees; all pages plus the Buyer's Guide.
- Circular 2016-7：递延年金换即期年金很少符合最佳利益，要披露收入对比。
- Circular 2016-7: deferred-to-immediate annuity replacements are rarely in the client's best interest; disclose the income comparison.
- Reg 187（最佳利益）：年金自 2019 年 8 月 1 日、寿险自 2020 年 2 月 1 日起适用；适当性信息更多（用途含附约、期限、能否接受非保证元素）；Form 20659 披露、20660 核对表。诉讼状态几经变化，以合规部当期说明为准。
- Reg 187 (best interest): annuities from 1 August 2019, life from 1 February 2020; expanded suitability information (intended use including riders, time horizon, tolerance for non-guaranteed elements); Form 20659 disclosure and the 20660 checklist. Its litigation status has shifted; follow Compliance's current guidance.
二十九、见客户前的自检29. The pre-appointment check
| ① | 今天要给他看的每一页，页脚有没有 For Agent Use OnlyDoes anything I'm showing today carry For Agent Use Only in the footer |
| ② | 演示表保证那一栏我打算怎么讲How I'm going to walk through the guaranteed column |
| ③ | 「保底」这个词我今天要不要用，用的话后面那半句是什么Whether I'll use the word "guaranteed" at all, and what the second half of that sentence is |
| ④ | 客户是不是 60 岁以上（Free Look 30 天、字眼限制、适合性）Is the client 60 or over (30-day free look, restricted language, suitability) |
| ⑤ | 这单涉不涉及替换，涉及的话表格备齐没有Does this involve a replacement, and are the forms ready |
| ⑥ | 他问税务问题我怎么回（答案是：转给他的会计师）What I say to a tax question (answer: refer to their accountant) |
| ⑦ | 生前福利我有没有说成「额外给的钱」Have I described living benefits as money paid in addition |
| ⑧ | 今天我有没有说过任何一家别的公司的坏话Have I said anything negative about another carrier today |
三十、如果已经说出去了30. If you already said it
看完前面那十二句，很多人会想起自己确实说过其中某几句。这不是灾难，但要处理。
Most people reading this will recall saying at least one of these. That isn't a disaster, but it does need handling.
还没签单
Before the case is submitted
下次见面或下一通电话里主动更正一次： 「上次我有句话说得不准确，我重新讲一遍。」 主动更正永远比被动解释好。客户通常不会因此不签， 反而会因为你肯纠正而更信你。
Correct it yourself at the next meeting or call: "I said something inaccurately last time, so let me say it properly." Volunteering a correction always beats explaining one later. Clients rarely walk because of it; more often they trust you more for having done it.
已经签了
After it's in force
保单还在 Free Look 期内的，主动把准确版本讲清楚，让他在知情的情况下决定去留。 已经过了的，同样要讲，并且把这次沟通记下来（日期、说了什么）。 如果客户明确表示不满，不要自己处理，报给上线和公司合规部门。
If it's still inside the free look, give the accurate version and let the client decide on the facts. If the window has passed, say it anyway and write the conversation down (the date, and what was said). If the client expresses dissatisfaction, don't handle it yourself: take it to your upline and the carrier's compliance department.
这份工作的长期资产只有两样：执照，和客户的信任。 两样都是一句话就能毁掉的，也都是任何一单佣金都换不回来的。 讲准确一点，多花不了三十秒。
This job has exactly two long-term assets: your licence and your clients' trust. One sentence can cost you either, and no commission buys either back. Saying it accurately takes about thirty extra seconds.
内部培训资料，仅供签约经纪人使用，不得转发给客户或公开使用；页中列出的说法仅为内部说明用途。 本页整理的是 PFA 合规手册（Build It Right with Compliance, Ethics and Protocols）与国家人寿寿险与年金合规手册（SALE）的要点和团队的用语整理， 不是完整的手册，不能代替手册原文，也不构成法律或税务意见。表格编号、联系方式与规定可能更新， 以 PFA、各保险公司当期版本的合规手册（Agent Portal 合规页面）和加州保险局（CDI）当期规定为准；具体个案、具体用词是否合规，直接问 PFA 合规或保险公司合规部门。
Internal training material for contracted agents; not to be forwarded to clients or used publicly, and the lines quoted here are for internal explanation only. This page summarises PFA's compliance manual (Build It Right with Compliance, Ethics and Protocols) and National Life's life and annuity compliance manual (SALE), together with the team's notes on wording. It is not the full manual, does not replace the original, and is not legal or tax advice. Form numbers, contacts and rules change; the current PFA and carrier manuals (the compliance pages on the Agent Portal) and the California Department of Insurance's current rules govern. For any specific case or wording, ask PFA compliance or the carrier's compliance department.