Final expense rebuttals for inbound calls

1. “I just want a price.”

What’s behind it: They called to find out if this is affordable, and they don’t want a sales pitch.

Try: “Fair enough. The price depends on your age, your state, tobacco and a few health questions. If you give me two minutes for those, I’ll give you a real number instead of a guess.”

2. “I can’t afford it.”

What’s behind it: Often true. Sometimes it means the number you quoted is too high for what they want covered.

Try: “I understand. What would be comfortable each month without cutting into groceries or medicine? If there’s an amount that fits, I’ll show you what it buys. If not, that’s OK.”

If nothing fits their budget, say so and end the call kindly. Never push a premium they told you they can’t pay.

3. “I need to talk to my wife / my kids first.”

What’s behind it: Money decisions are often shared, and the family may be paying.

Try: “That makes sense. Would it help if they were on the call? I can go over the same options with both of you. What time works for all of you?”

Book a specific time and call back then. If they don’t want a callback, don’t call.

4. “I already have insurance.”

What’s behind it: They may, and it may be enough. Or it may be a small policy through work that ends when they retire.

Try: “Good. Do you know what it pays and whether it stays with you if you leave that job? If it covers what you want, you may not need anything from me.”

If they are thinking of dropping or changing a policy to buy a new one, your state’s replacement rules apply, including a notice regarding replacements (NAIC Model 613). Don’t suggest dropping coverage before the new policy is issued.

5. “How do I know this isn’t a scam?”

What’s behind it: Seniors are told, correctly, to be careful on the phone.

Try: “Good question to ask. My name is [full name], and my license number is [number]. You can check it with your state’s insurance department before you give me any personal information. I’m happy to wait or call you back.”

Every state’s insurance department is listed on the NAIC’s directory.

6. “Is this the government program?”

What’s behind it: Some callers mix up final expense insurance with a government benefit.

Try: “No. I’m a licensed insurance agent, not with the government or Social Security. What I can show you are private life insurance policies. Do you still want to hear the options?”

Say this plainly even if it loses the sale. Misrepresenting a policy’s terms or what it is falls under state unfair trade practice laws (NAIC Model 880).

7. “Nobody will cover me with my health.”

What’s behind it: They may have been turned down before.

Try: “That may not be true. Different companies ask different health questions, and some plans ask none at all, usually with a waiting period before the full amount pays. Can I ask a few questions and see what fits?”

Explain any waiting period or graded benefit exactly as the carrier states it, before they choose.

8. “I’m not giving my bank information over the phone.”

What’s behind it: Sensible caution.

Try: “You don’t have to decide that right now. I can tell you how the insurance company takes payment and what other options it has. We can also finish when a family member is with you.”

Use only the payment methods the carrier offers, and never read back a full account number where others can hear.

9. “I want to think about it.”

What’s behind it: Sometimes a polite no. Sometimes they have a question they haven’t asked.

Try: “Of course. Is there anything I didn’t explain well, or a part that doesn’t sit right? If not, when would you like me to check back?”

Ask once. If the answer is still “I’ll think about it,” thank them and give them your number.

10. “Just mail me something.”

What’s behind it: They want to read it without pressure, or they want off the phone.

Try: “Happy to. I can’t mail a price that fits you without a few questions, but I can send general information and my number. What address should I use?”