Module 09 — Objection Handling

OBJECTION: "This isn't real insurance."

RESPONSE: "When you say this isn't real insurance, what do you mean? Because [give the high-level overview]."

YOU (if you have already given the overview):

"This is definitely an insurance. We are regulated by the Department of Insurance. We also have coverages for major issues like Heart Attack, Stroke, and Cancer. Were you looking for something different?"

Agent Tip

Answer this objection with questions to better understand the client's position. Use a curious tone — not defensive.

OBJECTION: "I already have coverage through my spouse / employer."

RESPONSE: "Ahh ok no worries. Let me ask you this — do you know about how much it is costing to have you included on their plan? I know a lot of employers will typically cover some, if not all, of the employee's cost, but it can be $$$ to add a spouse and an additional $$$ to add the kids. Because we may be able to take a look at just getting yourself covered with us to help save some money that way!"

Agent Tip

Try to lean more into the savings the client might expect by subtly presenting a problem with their current method of insurance. The client may not even know this is an option!

OBJECTION: "What about my pre-existing conditions? Will those be covered?"

RESPONSE: "So, we do cover pre-existing conditions, but we do have a 12-month exclusion on the known pre-existing conditions. So, it's not anything you don't know about. But, for example, if you had seen your doctor in the last 12 months and said 'Hey I'm having shoulder pain', and they recommend a shoulder surgery, then we wouldn't be able to hop on the plan and get the shoulder surgery taken care of right away. Now, after 12 months, we'd cover it just like normal. Let me ask you this though — did you have something in mind that you were kind of thinking of?"

Agent Tip

Answer, Statement, Question. Give them the answer and the example, then put the ball back in their court with a question to find out what they are specifically concerned about.

OBJECTION: "It's too expensive."

RESPONSE: "Let me ask this — was there a budget in mind you were trying to stay inside of?"

Agent Tip

Run the quote manually to see if you can fit their budget. If you can get close without skimping on coverage, do it. If they say $550 and you come in at $605, that may still work. The key is getting them out of price-based thinking and into solution-benefits thinking.

OBJECTION: "I'm pretty healthy — I don't really go to the doctor much."

RESPONSE: "Ahh ok perfect! Who do you currently use for your insurance?"

YOU (after they answer):

"And do you know about how much you're currently paying?"

YOU (after they answer):

"Ahh ok, so it looks like we'd be saving you $[amount]. Now, do you kind of know how our plans work at all, or have you ever seen how they work?"

Agent Tip

These clients are usually price-focused since they don't really use insurance that often. Sometimes they don't use their benefits because of a high deductible they have to meet before benefits kick in — if that's the case, they may also be benefit-driven. Lean into whichever angle fits: price savings or the no-deductible structure.

OBJECTION: "I need to talk to my wife / husband / partner first."

RESPONSE: "Ya, perfect, no worries! What I'll do is go ahead and send over some additional information to recap what we discussed. In the information I'm going to send, there will be a link to our 7-minute video that details the coverages that we reviewed, that you'll be able to share with your spouse / partner. Now, let me ask you this — we normally like to start our plans on the 1st or 15th of the month. Were you guys looking to start on the 1st or the 15th?"

Agent Tip

This shouldn't come up very often if you've presented all of the benefits correctly. Ask the start-date question to get a clearer idea of their intention — once you find out when they're looking to start, some people go ahead and fill out the application right then. Others may just need the day to show their spouse the plan. Make sure you follow up with ample time to get them enrolled before the desired start date.

OBJECTION: "I want to shop around before I commit."

RESPONSE: "Ahh no problem. We can actually take a look at all of the plans available in your area. What's your actual zip code?"

YOU (after pulling up marketplace):

"We can also do a side-by-side comparison with any other plans that are available. Did you have one in particular that you are looking at?"

Agent Tip

Pull up marketplace plans without subsidies — once they see the cost of those plans they usually become more open to discussing ours, both on monthly cost and benefits. These people are often benefit-driven; lead with the no-deductible-unless-24hr-stay angle. If price-driven, look at reducing coverages to meet their budget. Ask Ben or Nick to assist with a side-by-side comparison if needed.

OBJECTION: "I heard these plans have a lot of exclusions."

RESPONSE: "Let me ask you this — have you ever had an indemnity plan before?"

Agent Tip

These people have usually been taken advantage of by another indemnity plan that didn't meet their needs, or they know a family member or friend who had that experience. This is where you lean into the benefits — show them specifically what this plan covers and how it pays out on real events.

Escalation Is Not a Failure

Knowing when to involve a senior team member is a sign of professionalism, not weakness. It protects the client, protects you, and protects the company.

Module 09 Complete

You are now equipped to handle any objection you will face. Proceed to Module 10 to learn how to close the sale and submit the application.