Rebuttal: "I understand your concern about the cost. Many people feel the same way initially. I assume you were looking into this to see how it works. If this coverage were free, who would you want to receive it, and what would you want them to do with it?"
[Pause for client's response]
"Okay, , my goal is to provide you with the information you requested so you can make an informed decision. Let's explore some options so you know exactly what your choices are. Go ahead and grab a pen and paper so we can get started." MOVE FORWARD
Rebuttal: "I understand, time is valuable for both of us. I have a lot of people to reach out to today as well. This will only take a few minutes, and it's important for you to have this information. Please grab a pen and paper, and I'll give you the key details." MOVE FORWARD
Rebuttal: I get it. I’m sure that is frustrating. Here is some good news, I have helped a lot of families who said the same thing. Our goal today is to get you the information so you can make an informed decision on which plan meets your needs. Go ahead and grab a pen and paper, and I'll give you the key details." MOVE FORWARD
Rebuttal: "It’s great that you want to explore this yourself. I understand you were checking into this to see how it works. My job is to show you how it works so you can make an informed decision. What you do with the information is entirely up to you. This will only take a few minutes. Go ahead and grab a pen and paper, and I'll give you the key details." MOVE FORWARD
Rebuttal: "I understand. Based on my conversations with others, I'm guessing you were looking into this to see how it works. My goal is to give you enough information so you can make an informed decision. This will only take a few minutes. Go ahead and grab a pen and paper, and I'll give you the important information." MOVE FORWARD
Rebuttal to Discover the Real Objection:
Intro: ", in our time together, it's become clear that you love your family very much and you want to make sure they are taken care of when you pass. It also seems you have other concerns. Most people at this point who don't move forward usually do so for a specific reason. What concerns do you have that I may not have addressed?".
[Pause and listen]
Agent's Note: If you are getting this objection, it is because one of these issues has not been addressed:
• Do they want it? - Did they tell you they did?
• Do they need it? - Did they tell you they did?
• Do they have urgency? - Do they know why they need to take action now?
In most cases, the concern will be either price or trust. Clients might say they need to talk to someone, but often it boils down to these two issues.
If the Objection is Price: ", I completely understand. Affordability is crucial, and it's important to me too. I was concerned you might be taking on more than you can comfortably afford. Let's take a look at some options to find something that fits more comfortably within your budget."
If the Objection is Trust: ", I understand it's wise to get a second opinion. You're doing this for [Beneficiary's Name] because you love them. If my [Mom/Dad/ Grandparents] came to me asking about this, I'd probably advise them to think carefully too. We often think we can handle everything on our own. However, as a parent, I know that no matter how old my kids get, I wouldn't want to burden them with something I should have taken care of, right? This is about your dignity and showing your [relationship name] that you love them one more time."
"The good news is, you can't buy insurance today. All we can do is apply to see if you qualify. That is all we can do at this point, typically we fill out an application and set it up to be paid once a month through the bank, and the first payment can be set up to be paid up to 30 days from now. This gives you plenty of time to make adjustments. You'll also receive your policy in the mail, which allows you to show [Beneficiary's Name] what you've done for them and give them a chance to review the details. If they have any questions, I'm just a phone call away to help." MOVE FORWARD
Agent's Note: If you are getting this objection, it is a trust red flag. You have not gained trust either because you did not establish authority or show empathy. Another reason trust might not be established could be due to the client's or someone else's shared negative experience.
Rebuttal: ", I understand that this is a sensitive topic. Many clients feel the same way at first, but you can rest assured that all security steps and protocols are in place to protect your identity. We ask for your social security number not only to protect your identity now but also to protect your identity when you pass and secure your death benefit for [Beneficiary's Name]. The insurance company uses it as the key identifier to ensure [Beneficiary's Name] receives the death benefit without any issues. What is your social security number?"
Agent's Note: If you are getting this objection, it is a trust red flag. You have not gained trust either because you did not establish authority or show empathy. Another reason trust might not be established could be due to the client's or someone else's shared negative experience.
Rebuttal: ", I understand that this is a sensitive topic. Many clients feel the same way at first, but you can rest assured that all security steps and protocols are in place to protect your information. We are not asking for your debit card information with the security code on the back. The banking information you are providing is the same information that used to be on paper checks you would use at the grocery store when you were paying for groceries. This is simply an authorization for the bank to pay your premium on your behalf, ensuring that you never miss a payment, especially if you were ever seriously sick or injured. This also protects you from missing any future payments even if you were hospitalized. We wouldn’t want you to miss a premium when you needed it most, would we? Now, what is that routing number? Move Forward.
Hey ,
It’s with Senior Benefit Services, I'm circling back to you about your recent request regarding the updated State Regulated Final Expense plans for residents.
I just need to confirm a couple of details so I can get this out to you.
I have your address as and your birthday as . You also listed your favorite (hobby/color) as .
Did I get any of that wrong?
Go ahead and grab a pen and paper so I can give you some important information.
Now, while you’re grabbing that, is this information for you alone or do you have a spouse or significant other who should be included?
Agent Note: If they do have someone and they are there, tell them to have the person come into the room and be on the call. If they aren’t there, find out if they usually make these type of decisions on their own or together.
If they say together - make an appointment for a time they are together.
If they say independently - move forward
[Provide contact information] Got your pen and paper? Are you ready?
My name is
My state Producer number is . You can verify my credentials by visiting the Department of Insurance if you’d like. I am required to provide you with this information.
(optional) I am also texting you my digital business card.
(Keep a copy of your license handy for reference or to send via text or email if needed.)
Do you have a preferred email address where I can send you some information while we're on the call?
Before we proceed, ,
Agent Note: Share Belief Statement
What got you thinking about final expenses? Often, people begin thinking about this after a health scare or the passing of a loved one. Can you share what's been on your mind?
Thank you for sharing.
Now, I have a few questions for you, and then I'll explain how our process works. These questions will help me understand your needs better so I can make sure we get you the correct information and you can make an informed decision.
Some of these questions will also clear up any confusion that you may have about insurance.
Now typically, there are three types of coverage.
What do you remember about Term Coverage? (Let them respond and explain.) These plans terminate.
What do you remember about Accidental Coverage? (Let them respond and explain.) These plans pay if you die in an accident, often you see them through the bank. You may even have one with your bank, do you have one of the big national banks like Wells Fargo and Chase, or do you bank with someone locally?
What do you remember about Whole Life Coverage? (Let them respond and explain.) These are permanent plans.
Which one of these make the most sense for final expense coverage?
Based on what we just discussed. Do you currently have any active life insurance?
• What was the main purpose behind getting that coverage?
• When does your current plan expire?
• What was the coverage for when you purchased it?
Have you been trying to secure coverage for a while, or is this the first time you've explored this?
You said you started thinking about final expenses because ______________.
Many other seniors feel the same way and also request information because:
They are worried because they don't have any coverage in place, they don't have enough coverage in place, or they are concerned about the loss of income for a loved one who will still depend on their loved one's income after they pass.
Sometimes, they have others who love them and they want to do something special for those people.
What about you? Which one applies to you?
Who will be responsible for covering your final expenses? What is their name?
Why is it important to you to have something in place?
Now, , when it comes to final expenses we all have three options:
Do nothing - Based on our conversation and how important this is to you we know that this is not an option for you. Right?
Pay at the funeral home - This is a very expensive option and it is not always guaranteed. Funeral homes can go out of business or get bought out and not honor the plans that were purchased. Have you ever heard of this happening?
Guaranteed Final Expense policy - These plans are guaranteed and cover burial or cremation costs and other unforeseen expenses like outstanding debts or loss of income. Does this make sense?
Now which one of these makes the most sense to you?
Great, here's how our process works. As a licensed agent in , my role involves assessing your medical information and needs.
Based on your responses to medical questions and a medication review, I'll identify which companies might approve or decline coverage for you.
Once we've gathered options, we'll determine the best plan for you from the available choices.
We'll then submit an application to see if you qualify. Just so you know, we can't guarantee approval today; it depends on the insurer's decision. Does this make sense to you?
Ask Preliminary Qualifying Questions:
Are you still working, retired, on Social Security or SSI?
Okay, do you receive your benefit on the 1st, 3rd or one of the Wednesdays?
…and does that get directly deposited into your bank account or does it get put on that little green direct express card the government issues for Social Security?
Do you currently or have you ever had congestive heart failure, cancer, Alzheimer's, dementia, AIDS, HIV, use oxygen, or have you had an organ transplant?
Have you undergone any surgeries or procedures in the last 5 years? Have you been diagnosed with diabetes (if so, at what age and do you require insulin? Any complications?).
Any lung issues like COPD or do you require an inhaler or nebulizer?
Have you ever been diagnosed with bipolar disorder, or schizophrenia?
Have you experienced a heart attack, stroke or any procedures to help with circulation?
Do you have any kidney function or liver issues like receiving dialysis, or been diagnosed or treated for Cirrhosis or Hepatitis?
Have you received treatment for alcohol or drug abuse? Any felony convictions or DUIs?
Review Medications
****Here are the steps:
Determine Carrier (Do this now)
Determine affordability (Do this now)
Explain the value of the carrier (Next up in Script)
Provide coverage amounts (Next up in Script)
Explain coverage types (Next up in Script)
Give prices and assign ownership. Have them write everything down!!!!**** (Next up in Script)
I've entered your information, and it appears that you may qualify for the best plan available for you in the state of . The company is ____________. Have you heard of them?
SHARE VALUE OF THE COMPANY
[Affordability Pricing Strategy]
, before I look into benefit amounts I want to make sure I’m not looking at anything that is outside your affordability. Everyone is different. Some people can afford a lot, others can only afford a little and either way I want to make sure what is put in place for [Beneficiary’s Name] will actually be there for them when they need it most. I’m sure you’ll agree with me that something we know we can afford and guarantee will be available is better than the risk of trying to leave more than we can afford and unintentionally leaving nothing as a result because we couldn’t afford to keep it up, right?
I’m going to throw out some numbers and this is going to help me gauge what benefit amount to look at based on what we absolutely know you can comfortably manage in your budget, okay?
Agent Note: When the client confirms a price range, skip to the next paragraph. Do not continue giving out more ranges.
, If I can find something for you between $150-$200 a month is that comfortable, or does that push you outside of your budget? Okay, that’s okay… if I can find you something between $100-$150 is that more comfortable or is that still pushing you outside of your budget? Okay, no worries… it sounds like we need to look somewhere between $50-$100, does that sound more manageable? Okay, great.
Alright, still got that paper and pen? Great, please write down:
Coverage Amount 1
Coverage Amount 2
Coverage Amount 3
This type of coverage is called [Coverage Type]. It's the best coverage for your needs because:
Benefits are never canceled.
Premiums never increase.
Builds cash value to protect the policy and for future flexibility.
For example, these are typically set up to be paid automatically through the bank, but if something were to go wrong and you do miss a payment these have a provision where the policy will automatically borrow against the cash value to pay the premium, that way the policy stays in place when you need it most.
Finally, this plan includes dedicated agent support.
Agent Note: Give all 3 coverage amounts, THEN give prices for each
Okay… Next to Coverage Amount 1, write down [corresponding price]
Next to Coverage Amount 2, write down [corresponding price]
Next to Coverage Amount 3, write down [corresponding price]
(Emphasize the value it provides and who it is protecting)
Now which one of these plans is the most comfortable for you to invest in to make sure [Beneficiary name] is protected when you pass?
As I mentioned earlier, the final decision rests with the insurance company, so we'll need to submit your application to see if you qualify.
Now, pending approval, you said [Coverage Amount they chose] was the most comfortable for you to leave to [Name of Beneficiary], right?
Alright, I'll do my best to get you approved.
Can you spell your middle name for me?
Agent Note: Complete the Application
Now, , I take my responsibility seriously. It's important that you understand the benefits you are applying for to protect [Beneficiary name].
Let’s review… we applied with [Insurance Company] for [Coverage Amount] to go to [Beneficiary’s name]. This is set up to be paid through your bank on [1st draft date]. Does that sound right?
Our goals are twofold: to qualify you for a plan that protects your family and to find one that's comfortable and affordable for your budget. Have we achieved these goals today?
Great! Before we conclude, I've made several promises to you during our conversation. Now, I'm going to ask you to make two promises to me, okay?
If affordability ever becomes an issue, promise to reach out to me. I want to make sure we help you keep any coverage you’ve already paid for or get any available equity back to you.
While I hope I’ve earned your trust, if someone ever offers you a “better plan” and you want to speak with them, feel free… just write everything down, and don’t sign anything. Give me a call, because if it is a better deal I’ll tell you, in fact I’ll get the paperwork and help you take care of it. But if it’s NOT a better deal, not only will I explain to you why it’s not a better deal, , I’ll actually go one further and I will call that agent and tell THEM why it’s not a better deal.
I do this because I want to protect my clients. Not all agents are as experienced or as well trained as I am or, unfortunately, some of them don’t have honest intentions. My goal is to make sure [Beneficiary’s name] receives the benefit you’ve taken the time and made the effort to ensure they have.
Now, do those promises I’m asking you to make sound good to you?
Great. I’m really glad I was able to serve you today and help you take care of this.
Cool Down
Before you let them go, touch base again at the personal level…
Agent Note: i.e. if they mentioned they were going to their grandchild’s sporting event,
“Now , I bet you’re really looking forward to seeing [grandchild’s] game tonight, aren’t you? Do you think they’ll win it? I hope you really enjoy your time… remember, if you have any questions or need any help, please call me.