Read-only material — please read it here on this page. These concerns, rebuttals & stories are not available to download or print.
Section 1: Bank Information — Concerns & Rebuttals
Objection Rule: Tell them what they want to hear.
If the customer is still not satisfied with what you have told them, then tell them…
Why are you being skeptical? Do you not like the premiums? You have my contact, my name, my extension. If anything goes south, I am the first person behind bars. You are not paying today, and this is the safest way to ensure that your premiums are drafted on the day you set on your policy. So, what is your account number that you will use to pay for this policy?
Rebuttal 1
You don’t have to worry. Your account number is just an identification number with the bank. Nobody can pull out even a single dime from your account with just the account number. They need your authorization. Your check has your account number on it. Your statement has your account number on it. Your bank receipt has your account number on it. This is the safest mode of payment to the insurance company. You give authorization to the insurance company to charge a premium of ($###) on the (date) every month — only then can your bank pay, or the insurance company draw, the premium from your account.
Rebuttal 2
Your bank info, ma’am, is required because the insurance company verifies if it is a valid mode of payment. Your bank account number is just your bank ID — it is on your bank statement, on your check and on your bank receipt. Now, the bank is not stupid to print your account number if anyone could just pull money out of your account. I assure you, this is the safest mode of payment to the insurance company, where you give your consent to the insurance company to draw the premium for your insurance policy.
Let me assure you that this is the safest means of making payment to the insurance company, where your bank and the insurance company will be in transaction. You will never lose your policy and your premium will be the same throughout your life. The insurance company doesn’t do money orders because there is no third party involved. You will be paying the premiums to the insurance company directly on the (first draft date) and then (date of every month). So, what is your account number?
Section 2: “Let Me Talk to My Kids First”
1st Instance
I understand that, sir, and it’s good that you need to talk it over with your kids too. But you see — God forbid — if something bad happens between now and sorting this out, your kids will have to cover the funeral costs. Most parents I talk to want to avoid this from ever happening. You probably feel the same, since it shouldn’t be their responsibility. Look, Mr./Mrs. Jones, you’re a person wise enough to make your own decisions. And I think we would both agree that the sooner you sort this out, the better. So let’s go ahead and show you some options today, and start showing the coverage starting from what you can afford first, and then go higher depending upon your affordability.
2nd Rebuttal for the Same Question
Why don’t we do this? I also think it’s important that you talk to your kids and provide them with accurate information so they can help you make the right decision. At this time, I can’t even guarantee that you’ll qualify until we complete the process. But here’s what I can do: I don’t need any money from you today. And if you decide not to go ahead, that’s fine. But if you’re serious about getting insurance and honestly want an accurate opinion from your kids, we must get you qualified first. Now, once you are qualified, we’ll send your policy documents out to you, free of charge, within 7 to 10 business days. So let’s get that done first. Then you’ll have all the information and can get an honest, informed opinion from your kids. Otherwise, you won’t be able to tell them about all the benefits of the coverage. So, how do you feel about moving forward?
Section 3: Not Interested / Already Have Coverage
If a customer says they are not interested, or already have coverage in place:
No problem! When it comes to end-of-life expenses, there are not only the traditional funeral expenses. Depending on the situation, there may even be last-minute medical bills, debts or obligations that are left over. The rising cost of funerals has been well-documented over the years. In 1960, the average cost of a funeral without a vault was just over $700; in 1985, that cost had risen to $2,737; in 2004, it was $6,320. In 2014, the number rose even more, to $8,508. As of 2022, the average cost of burial is around $15,000. 73% of Americans die in debt, as per research from Experian File One and Credit.com. Family members who count on the deceased’s assets to cover the final arrangements are often surprised to learn that there isn’t enough money left over once all the deceased’s bills have been paid. Additional coverage is always advisable so that our loved ones don’t go through any financial strain at the time of grief. I will shop at different insurance carriers and show you your options. To understand your situation better: are you self-employed, retired, employed, or on Social Security? If SSI, then is that regular SSI or disability? And what is the nature of your disability? I will go ahead and ask you some health questions — nothing too personal, simple yes or no will do — and this will help me get you the maximum benefits at the lowest rates.
Then jump to asking health questions.
Section 4: More Common Concerns
After quoting, if the customer says: “I like it, but I don’t want to buy it now”:
Absolutely, Sir/Ma’am. You don’t have to make any payments today, but you see, no one can promise you a tomorrow. You and I both know that bad things can happen with no warning, and even if you’re lucky and just get injured or ill, that can still affect your ability to get coverage. You might not qualify for this plan later on. And you won’t fix this issue by avoiding the problem. The solution is to get started with a plan sooner rather than later. So let me go ahead, pull out the quotes and show you some rates and options. You can start it next month, and then you can relax. Does that sound okay for you?
“I don’t want to sign up first — I want to see the paperwork.”
That is exactly what I am going to do, Sir/Ma’am. First, we have to get you approved and qualified for this program. Upon approval, the insurance company will mail out your policy documents to your mailing address. You can go through it, read it, and show it to your family. Then you can draft your first premium anywhere in the next 30 days. But keep in mind that your policy comes into effect only after you have drafted your first premium.
“Will I have to pay for it today?”
Well, no, Sir/Ma’am, you don’t have to make any payments today. Today, I am just going to show you some rates and prices regarding your final expenses, and if you like it, I am going to submit your application to the insurance company to get your approval and the policy number. Once we have the policy number today, you will have your policy in hand within the next 7 to 10 business days. Sounds good?
“Are you a licensed agent?”
No, Sir/Ma’am. Like I said, I am a product specialist, and my job is to go ahead, give you the rates, and send you over to the insurance company to get you approved, if the rates are making sense.
If a customer says: “I already have my plot”:
Alright, that’s great, sir. But see, having the final expenses covered does not mean you should only have the plot — if you have the plot, that is great. The average cost of burial is about $10,000 to $13,000, but since you have the plot already, as you mentioned, you will also be needing the tombstone, the opening and closing of the grave, a casket and the outer burial container, the viewing, visitation, funeral fee and the transportation fee as well. So, all that will cost you about $5,000 to $7,000 more. So, I am going to show you some rough estimates, and I’ll make sure to stay within your affordability. Fair enough?
If a customer says: “I already have enough policy for me — I don’t need more!”
That is wonderful! But there is no one-size-fits-all approach. Different policies are for different reasons: Medicare for medical insurance, car insurance for coverage on motor vehicles, and the policy you have, for whatever reason you got that policy. As an insurance agent, I wouldn’t dare tell you to let any one of those go. But ups and downs are part of life, and there are so many unprecedented factors that we don’t account for. So, there is no such thing as enough coverage — the more, the merrier! I will elaborate on what these plans can do for you, and if you are satisfied, we will proceed!
Section 5: “I Am Not Interested” — Rules & Rebuttals
Customer: “I am not interested in your product.”
Rebuttal Rule: Agree with your customer, but end with a question.
When I visit Walmart or Costco every alternate weekend for groceries, I always check out the hardware and tools section. Not because I have an intention to get tools, but to see what they have shelved. If you not only like but also find what we have to offer reasonable, then you would at least give it a thought, right!?
Customer: “I am not interested in final expenses! Period!”
Rebuttal Rule: Agree with your customer, but end with a question.
OK! Suppose we have a crystal ball in front of us here, and we could predict the day of our passing by looking into it. We would get ourselves an insurance policy then, so that we are paying the least amount of cost and getting the most benefit. But this crystal ball doesn’t exist, and no one knows the time of that unfortunate event. This is why an insurance policy exists. Does it sound smart to say, “I wish I had,” or “I am glad I did”!?
Customer: “What does that mean? What does a Final Expense product specialist mean?”
Concern Rule: You need to give them a statement of confidence. Resume:
Let me explain! I am a respondent who, in turn, is with many licensed insurance agents from various insurance companies. I work as a customer service representative, not a sales guy. I talk to folks such as yourself and compose a plan that fulfills their needs and gives them the maximum benefits at the lowest rates, after looking into the 40 top A-rated insurance carriers that operate nationwide. Based on who gives you the best plan, I hand you over to them to get you what you need. You need not worry about anything. I will do everything in my capability to serve you, and only when you are satisfied shall we proceed. So, Final Expenses are plans designed to cover end-of-life expenses such as funeral/burial, last-minute medical bills, or any debts and obligations they may leave over… (continue script)
Customer: “My family is provided for and my burial is pre-paid. I have no need for this insurance!”
Rebuttal Rule: Agree with your customer, but end with a question.
It is great that you thought of this earlier and got this taken care of. Trust me, I speak to many folks on a regular basis, and by the time they realize the need for coverage for something like this, it is either too late or they medically don’t qualify. But there is no such thing as enough insurance. Ups and downs are a part of life, and the younger you are, the cheaper it is. Having another insurance is like carrying two umbrellas on a sunny day. If there are any unprecedented expenses, they are taken care of. Tell me, how old are you as of today? (Continue script)
Customer: “I don’t have any money, so I can’t pay anything!”
Concern Rule: You need to give them a statement of confidence. Resume:
You don’t need to worry about payments, because we are just shopping for now, and you talking to me is free of cost. I will present you with your options, but before I get into the numbers of it, I will elaborate on what these are and how these plans can benefit you and your family. Should you have any questions, feel free to ask them. I want you to know that we are here to help you out! OK! (Continue script)
Section 6: Stories
Story 2
Ups and downs are part of life. I spoke to a customer the other day. Her husband died in hospital, being on a ventilator for 3 months. Though he had Medicare, he left a significant bill before moving on to the next life. She had to put the estate in jeopardy to pay off those bills. This was an unprecedented expense that neither she nor her husband had taken into account, and it is disappointing that what they had spent their lives to build as a couple is getting compromised. There is no such thing as enough protection. I will show you the options I have for you, and then we shall talk more about it.
Story 1 (For the People Looking for Term)
Life insurance policies come with benefits that are good for 10 or 20 years. Say you are 40 and get yourself the policy and pay on it for a term of 20 years. When you are 60, the insurance company cancels the policy because the term is complete; then they increase the premium or decrease the coverage and patch you up for another 20 years. All the premiums you paid into the policy for the last 20 years went to waste, and if you live up to the age of 80, then all the money you paid into your policy for the past 40 years goes to waste. At that time, you are on a fixed income, your medical expenses have hiked up exponentially, and you may not even have enough to cover utilities and groceries. You struggle to manage, you use up your savings, and you end up with nothing. What are you going to do? Here, you need a coverage to protect you from an event that is certain to happen, but the time when it happens is uncertain — because insurance is for bad times, and you want something that is permanent in nature. There is no such thing as enough insurance. The rate that you will get today is 4 times cheaper than the rate 10 years from now, because the younger you are, the cheaper it is. Let me show you some numbers! How old are you? What is your age?
Section 7: More Concerns & Rebuttals
“When I call your number, it is disconnected.”
That is because it is an outbound number. We cannot have all calls come on one number, to avoid congestion because of traffic, so we have an 800 number for all inbounds and an unreachable line for all outbound calls. Allow me to elaborate on what benefits these plans have in store for you. If you like it, we will proceed, and if not, we will part ways. Fair enough?
If a customer already has insurance, explain to them why they need additional coverage…
OK, sounds good, and I’m sure you have had it for a while. So first of all, it’s good that you’re thinking ahead and already have coverage for yourself, which is always better than nothing. And on the other hand, due to inflation, the cost of everything is going up, including final expenses. 10 years ago, the burial cost was only $5,000, and nowadays it’s double the price — and the same goes for cremation. So that’s the reason a lot of people who have insurance for themselves already are looking to increase it or add some additional plans, just to make sure that when the time comes, when they pass away, they don’t leave any financial burdens on their family. Also, additional insurance plans can be used to leave some money for the loved ones as a gift of love, or to cover any debts or obligations or medical bills that you may leave over, God forbid, when you pass away. Remember, people will always remember you for your last act. Most people do not want their last act to be leaving a debt on their family, but unfortunately, the very first thing we do when we pass away is create a financial debt that someone else has to pay. So that’s what these plans are for: to give you peace of mind that if something happens to you tomorrow or the day after tomorrow, everything will be taken care of and no one from the family will have to pay anything from their pockets…
Customer: “Are you in TN (or any other state)? Why do you have to put a false number on the list? Is this legit?”
Yes, this is! You received a call from a 3rd party source. That is a telemarketing firm who is located in your area. Since you told them you would like to learn more about this plan, they transferred you over to me because I am a product specialist. Once again, my name is John, and I am with an independent insurance brokerage that is licensed nationwide, affiliated with 40 top A-rated insurance carriers, helping more than 5,000 families a year. Our customer service office is situated in Florida; this is where I am, and I will be more than happy to assist you with your final expense quotes. But before we get into the numbers of it, may I ask how old you are as of today?
“I’ve already talked to the funeral home — they’ll cover everything.”
That is wonderful. Now, since you already have the final expenses covered, all you need is just a decent whole life coverage at an affordable price, which will help your loved ones pay the last-minute bills and clear the outstanding dues, if there are any. Also, in case of any amount left, the beneficiaries will have all the rights to keep that amount of money as a gift from your side. I am sure you have already done a lot for your loved ones, and this is probably the last thing you need to do. So let me just go ahead and pull out three different options for you, to see which one comes back with the most coverage for you. What is your DOB? (Continue script)
Section 8: The $9.95 TV Offer — Colonial Penn
Customer: “I was wondering if I can get $9.95 a month — the advertisement on the TV commercial?”
Objection Rule: Tell them what they want to hear.
Absolutely! The carrier you are talking about is Colonial Penn. I want you to know that I am not a typical sales guy. I have affiliations with multiple insurance carriers, which ultimately means that I compose a plan that not only fits within your budget but is also something you like. So, I work for you and not the insurance carriers. If we have Colonial Penn come up with the maximum benefits and the cheapest rates, I will compose you a plan with them. Tell me, do you believe in a traditional funeral, or do you believe in cremation?
And then continue from there with your script. If the customer is still stuck on the $9.95 offer, read them the following rebuttal:
See, sir, Colonial Penn never tells you how much coverage your beneficiaries will get, God forbid, when you pass away. The $9.95 policies that you are talking about are policies from Colonial Penn, which I will not recommend, because:
Your insurance through Colonial Penn will NOT cost $9.95 unless you only want a meaningless amount of coverage.
Colonial Penn’s $9.95 offers per-unit pricing, which often only pays out less than $500 per unit (depending on your age). And $500 coverage won’t help you do your funeral, burial or even a cremation.
And on top of that, Colonial Penn also has a 2-year waiting period where they won’t pay out any health or medical related death claims. So you get terrible pricing, and a terrible 2-year waiting period.
Section 9: Some More Rebuttals and Stories
If a customer says: “My family is provided for and my burial is pre-paid. I have no need for this insurance!”
It is great that you thought of this earlier and got this taken care of. Trust me, I speak to many folks on a regular basis, and by the time they realize the need for coverage for something like this, it is either too late or they medically don’t qualify. But there is no such thing as enough insurance. Ups and downs are a part of life, and the younger you are, the cheaper it is. Having another insurance is like carrying two umbrellas on a sunny day. If there are any unprecedented expenses, they are taken care of. Tell me, how old are you as of today?
If the rebuttal is not enough, then use persuasion.
Persuasion — Use a Relative Narrative
Example 1
Customer: “I already have insurance! I don’t need any more!”
That is wonderful! But there is no one-size-fits-all approach. Different policies are for different reasons: Medicare for medical insurance, car insurance for coverage on motor vehicles, and the policy you have, for whatever reason you got that policy. As an insurance agent, I wouldn’t dare tell you to let any one of those go. But ups and downs are part of life, and there are so many unprecedented factors that we don’t account for. So, there is no such thing as enough coverage — the more, the merrier! I will elaborate on what these plans can do for you, and if you are satisfied, we will proceed!?
Then say:
When I visit Walmart or Costco every alternate weekend for groceries, I always check out the hardware and tools section. Not because I have an intention to get tools, but to see what they have shelved. If you not only like but also find what we have to offer reasonable, then you would at least give it a thought, right!?
Example 2
Customer: “My family is provided for and my burial is pre-paid. I have no need for this insurance!”
It is great that you thought of this earlier and got this taken care of. Trust me, I speak to many folks on a regular basis, and by the time they realize the need for coverage for something like this, it is either too late or they medically don’t qualify. But there is no such thing as enough insurance. Ups and downs are a part of life, and the younger you are, the cheaper it is. Having another insurance is like carrying two umbrellas on a sunny day. If there are any unprecedented expenses, they are taken care of. Tell me, how old are you as of today?
Then say:
Ups and downs are part of life. I spoke to a customer the other day. Her husband died in hospital, being on a ventilator for 3 months. Though he had Medicare, he left a significant bill before moving on to the next life. She had to put the estate in jeopardy to pay off those bills. This was an unprecedented expense that neither she nor her husband had taken into account, and it is disappointing that what they had spent their lives to build as a couple is getting compromised. There is no such thing as enough protection. I will show you the options I have for you, and then we shall talk more about it.
Question: “You people think I am going to die soon!?”
Answer: Suppose we have a crystal ball in front of us here, and we could predict the day of our passing by looking into it. We would get ourselves an insurance policy then, so that we are paying the least amount of cost and getting the most benefit. But this crystal ball doesn’t exist, and no one knows the time of that unfortunate event. This is why an insurance policy exists. Does it sound smart to say, “I wish I had,” or “I am glad I did”!?
Question: “I don’t think I need this, though. I am a Native American. We don’t do things like white folks do.”
Answer: These plans, like a traditional insurance policy, pay the policy proceeds to your anointed beneficiary to take care of your end-of-life expenses. The good thing about this is that things are done the way you want, and whatever policy proceeds remain after taking care of your end-of-life expenses, the remaining money stays within the family. You accomplish two aims at once.
Question: “Are you going to send someone over to sign up for this?”
Answer: It would be my pleasure, but the process is: I will submit an application; we will do an interview and generate your policy number, and send you the policy to your mailing address. A lot of my clients schedule payments on the day they get paid, which is either the 1st, 2nd or 3rd of the month, or the 2nd, 3rd or 4th Wednesday of the month. When do you get paid, or what date would you like to draft the premium?
Question: “I don’t plan on dying?”
Answer: No one does! But it is something that is certain to happen. And end-of-life expenses come in the form of funeral, burial/cremation expenses, last-minute medical bills, and debts/obligations that are left over. Family members are often surprised to learn that there isn’t enough to cover these. A coverage assures that our loved ones won’t go through any financial strain at the time of grief.
Section 10: Story Telling & “Send Me in the Mail”
For all the customers who tell you to call them back at any point when on the app or the pitch: if you have already used all your rebuttals, then you can also convince them using stories. It can also work when taking banking information, to persuade your customer to go ahead with it.
Story Telling!
I tell you what: when I was in the field selling life insurance, a lady from Fort Lauderdale asked me to visit her house to show her some options on whole life insurance plans, as she didn’t have a policy. On Monday afternoon, I went to her house. I knocked on the door, but there was no answer from inside. I knocked several times, but nobody opened the door. I went back to my car and I called the lady. She picked up my call and asked me to visit her on Thursday, as she was out with her friends. I agreed to visit her again. On Thursday afternoon, I went to her house again and knocked on the door, but nobody answered. This time, I kept on knocking on the door for 10 minutes, but nobody was there to open the door. I went back to my car, and while going back to my house, I called her because I was worried about her. She picked up my call, and she was so embarrassed, and told me she was out doing groceries with her husband, and requested me to visit her again on Sunday — and she promised me she would be at home for me. I was a little bit frustrated, but I agreed to visit her again to show her options on whole life insurance, because at the end of the day, it’s my job to serve people with insurance. On Sunday, I went to her house. I knocked on the door. A lady came out and let me into her drawing room. There, the lady who asked me for life insurance was sitting on the couch and was literally crying out loud, because her spouse had died last night due to a heart attack (or due to a car accident), and she was cursing them both for not taking life insurance, as she had to sell her car to bury her spouse, as she didn’t want him to be cremated. She applied for her life insurance at the same time, to make sure her kids and loved ones don’t face any financial strain as she was facing at the time. And believe me, I tell this incident of that lady to every single customer, to get prepared for their funeral, as we are not promised life.
“Send Me in the Mail”
If the customer says, “Send me the policy first,” or “I want to discuss it with my kids first,” then tell them this:
Just to clear something here, ma’am: you see, applying for a policy does not mean you’re committing to anything, or you’re under any obligation. No! Applying for it means we just check with the companies if they are going to approve you for the plan that I have quoted you, or not. I’m the one who can quote you, but the insurance company is the one who can get you approved, on the basis of your health. That’s why we do an application and apply for it — to make sure all the benefits I have told you, and the price that I have told you, you will be approved for. And if you get approved, you will be given a 30 to 40 day free-look period. You can show the documents to your family and your beneficiaries, and you can start it whenever you have your funds available. And in case you decide not to, you don’t have to — you’re not under any obligation.