This blog post was originally published on the Engagex blog on June 3, 2021.
Updated with new info and republished on May 2, 2023.
At Engagex, we’re not shy about the fact that we’ve been setting appointments for insurance agents for over 15 years.
Appointment setting may sound like a simple and easy task to manage, but there’s actually a lot to it.
Our process has been proven time and time again, and because we’ve experimented with different methods and approaches, we’ve learned a lot about what produces quality results and what doesn’t.
Our callers follow a word track while maintaining a professional and friendly phone presence.
We train our callers to be warm and inviting but not too pushy when clients have questions or objections to the appointment.
Are you wondering how our callers handle common objections because you’re considering our appointment-setting services?
Or do you want tips on how your in-house callers can respond to common objections?
Either way, this list is for you!
Common Objections & How We Respond
Here’s our initial explanation of the insurance review appointment as written in our word track:
“[Agent] would like to thank you for your business and loyalty! They want to schedule an appointment with you in our office [or virtually].
We want to confirm that you’re getting all the discounts you’re eligible for and make sure your coverage selections reflect any recent life changes or future plans. The conversation should only take 30-45 minutes.
Would a morning or afternoon appointment work better for you?”
*Note: our callers use the following responses at their discretion, depending on each unique situation.
There’s typically no one-size-fits-all solution to these objections, as your clients have varying backgrounds and needs, but the responses we’ve outlined here are a great place to start!
“Do I have to come in?” or “Is this necessary?”
We absolutely don’t want your customers to feel pressured into an appointment, but we want them to know how it can benefit them so they can make an informed decision.
Response:
“This isn’t a mandatory meeting, but it’s recommended. [Agent] feels it’s in your best interest to review your policies every 1 to 2 years to make sure your coverage is up to date with any life changes. The meeting should only take about 30-45 minutes.”
“I think my policies are fine, is something wrong?”
Responses:
“No, there’s nothing wrong. [Agent] likes to meet with their clients about once a year to make sure everything is current and you’re getting the best rates and discounts available this year.”
OR
“There’s nothing wrong, this customer review is just a chance to talk with [Agent] about your policies to make sure you don’t have gaps or overlaps in your coverage and that you’re getting all the discounts you’re eligible for.”
“Why doesn’t [Agent] call me himself/herself?”
When our callers get this question, we make sure to be upfront.
Response:
“[Agent] has me schedule these customer review appointments for them so they can focus their time on meeting with their customers and making sure you get the best service possible.”
“Do you work in [Agent] ’s office?”
Responses:
“No, I actually work in the scheduling department which is outside the office.”
OR
After-hours callers can use this:
“Actually, I work outside the office. [Agent] has me reach out to their customers after normal business hours to schedule these appointments.”
“I only have one policy with [agent/company].”
People often think they don’t need a review if it’s only their auto, renters, etc.
But as you know, one of the main reasons you hold these appointments is to multi-line your mono-lined customers.
Response:
“Even though you only have one policy with [Agent], it’s still a good idea to review your existing coverage. As a free service, [Agent] invites you to bring in any non-[Company] policies that you may have so they can review those for you as well, to make sure there are no gaps or overlaps in your coverage.”
Check out this blog post: A Step-By-Step Guide to Multi-Lining Your Mono-Lined Customers
“I’m too busy.”
As you’d probably guess, this response comes frequently.
Our callers check the Agent’s notes to see if they accept phone or virtual appointments.
Responses:
If phone/virtual appointments ARE an option...
“It looks like [Agent] has some phone/virtual appointments available if you’re not able to make it into the office.”
If phone/virtual appointments ARE NOT an option…
“I have appointments available through (latest date on the calendar), if something a few days/weeks out would work better for your schedule. We’ll even give you a reminder call the day before your appointment.”
Last Resort
“I can give you a call back in a few months when maybe your schedule has cleared up. Is there a good time to call you back?”
“I don’t have my calendar/schedule with me right now.”
Responses:
“Not a problem. We can do one of two things: we can go ahead and set up an appointment now if you feel fairly confident you’re available, and you’ll get a reminder call the day before. Or if it’s easier, I can call you back tomorrow/another day this week to schedule the appointment with you then. What works best for you?”
OR
“Not a problem. I can call you back tomorrow/later this week to set up this appointment. And just so you know, [Agent] has appointments available through (latest date on the calendar).”
“Are they trying to sell me something? I don’t want to buy anything; I don’t need more insurance.”
We get this one a lot.
As a reminder, the customer insurance review should NOT feel like a sales meeting.
The purpose of the meeting is to investigate possible needs/risks and educate the customer so they can make an informed decision.
Check out this blog post to learn more: How to Sell w/ out Selling - A Guide to Closing Sales w/ out Looking Like an Insurance Salesperson
Response:
“Oh, this isn’t a sales meeting. [Agent] wants to meet with you to review your existing coverage to make sure your insurance is reflecting any life changes and that you’re adequately covered. [Agent] may make some suggestions or recommendations specifically for you, but what you choose to do with those is entirely up to you.”
“Those life changes don’t apply to me. Nothing like that has changed.”
Responses:
“That’s okay! A lot of people don’t have life changes or aren’t aware which life changes could affect their insurance. Either way, it’s still a good idea to review your existing policies with [Agent] to make sure everything is as it should be. This is also a perfect opportunity to see if you are eligible for any of our discount programs at this time.”
OR
“This review is kind of like a dentist appointment. Sometimes you have cavities, sometimes you don’t, but it’s always a good idea to check each year just to make sure everything is going okay.”
“I don’t need a review - my insurance should still be the same.”
Many people don’t realize that even if their insurance is still the same, life changes could create gaps in their coverage.
Response:
“Your insurance is the same, but things can change in your life that can affect your insurance coverage. It’s important to review your policies periodically with [Agent] to make sure your coverage is keeping up with what’s going on in your life.”
“Doesn’t [Agent] know if my policies are up to date? Tell them to look over my policies and call me back if something is wrong or needs to be changed.”
It’s common for people not to understand that the review requires THEM because their life changes are the variable that their Agent doesn’t know everything about.
There are a few different ways we handle this one:
Responses:
“[Agent] wants to make sure that your policies are up to date with any changes in your life that they may not be aware of.”
OR
“[Agent] likes to make sure that you understand your policies fully and you know what you are covered for, just to make sure it’s exactly what you need. It’s also a great opportunity to check for any discounts you may be eligible for.”
OR
“Actually, that’s why [agent] is having me call. They’re aware of what policies you have, of course, but want to be sure they are up to date with changes in your life that may affect your insurance coverage. You might even be eligible for some discounts. I schedule these meetings for them; would you like to set up an appointment?”
“I’ve been with my agent for 10 years and have never done a review before; why now?”
Responses:
“Some [company] agents have always done these reviews and some have just started. It’s something [company] started asking their agents to do to better take care of their customers.”
OR
“I can tell you that [Agent] has been trying to meet with all of their customers to do these customer reviews. It’s a free service, and it’s recommended to meet every year, so if you haven’t done one before, now would be a great time to schedule a meeting with [Agent].”
OR
“I’m not sure why you haven’t been in to do a review, but I do know these meetings are very beneficial. It’s a great way to make sure you understand your policies and to see if there are any discounts you might be eligible for.”
OR
“Even if you’ve never done a review before, it’s a good idea to come in and talk with [Agent]. They want to make sure your insurance needs are being taken care of. It’s a free service and a great opportunity to be sure you are receiving the best rates and discounts.”
“I’ve done a review before; I don’t need another one.”
While the time between reviews varies depending on your agency’s goals, these appointments are ideally held annually with each household.
Held too often with little or no value added to the experience can make your customers less inclined to come in again.
On the other hand, if you hold reviews inconsistently, your customers might be confused about why you’d like to meet in the first place.
Responses:
“How long ago was the review, if you don’t mind me asking?”
[If less than 12 months ago] - “Great! Were you able to review all of your policies with [Agent] at that time?”
[if yes] - “I didn’t realize you met with them recently. I’ll go ahead and update my records. [Agent] recommends a review every 1-2 years, so we will most likely be giving you a call in the future to schedule you for a review. [Agent] wants me to let you know that they appreciate your business, and if you need anything or have questions, don’t hesitate to give them a call.”
[more than 12 months] - “As you probably remember, the purpose of the review is to make sure that your coverage is keeping up with any possible life changes, and to make sure you are receiving all the possible discounts you may be eligible for. [Agent] recommends having this review every 1 to 2 years, so they asked me to give you a call to see if you’d like to come in for a review.”
“[Agent] is my friend. I see them all the time.”
Response:
“Oh, that’s great! I didn’t know that. They did give me your number to call, though, because I understand it’s time for your customer review. If you don’t mind me asking when was the last time you reviewed your policies with [Agent]?”
“Can you tell me which policies I have with [Agent]?"
Responses:
“I’m sorry, I don’t have your policies in front of me. It’s just a review to go over whatever policies you have with [Agent] at [Company].”
OR
“Due to privacy reasons, I only have access to your name and phone number. I’m a scheduler, not a licensed agent, so I don’t have access to your policies. [Agent] will be able to tell you exactly what you have during your customer review meeting, though.”
“Why are my insurance rates going up?”
At Engagex, our callers aren’t licensed in insurance.
Our specialty is getting people in front of you so that you, the expert, can do what you do best!
Questions like this are an excellent opportunity for us to get your customers in for an appointment.
Responses:
“I work in the scheduling department, so I’m not able to answer that question. But that’s a great question to ask [Agent] during your insurance review meeting.”
OR
“I’m not sure why your rates are going up, I’m not licensed in insurance, but that’s what these reviews are for - to make sure you understand what coverage you’re paying for, and to make sure your coverage meets your needs. When you come in for a review, it’s also a great time to check for discounts!”
“What do you mean by “life changes”? What life changes are you talking about?”
Responses:
“[Agent] is the expert on insurance, I’m not a licensed staff member as I work in the scheduling department. That would be a great question to ask them when you come in for a customer review.”
OR
“Minor things can affect your policies in major ways, but since I’m not licensed in insurance, that would be something to discuss with [Agent].”
“Can you just email me the information, and I’ll set up an appointment that way?”
Responses:
“We actually don’t have anything to send via email. The purpose of the meeting is to review your current policies and check for discounts.”
OR
“[Agent] has me making calls all day to set up these appointments, so the available dates and times change frequently. Is there a better time I can call back so we can figure out a time for you to come in?”
“Put me down tentatively. I think I’ll be able to make it, but if not, I’ll just call the office.”
At Engagex, we do NOT set tentative appointments.
Our job is to get people into your office to meet with you, and if we were to set tentative appointments, your no-show rates would be much higher than you’d like.
Responses:
“[Agent] values your time as well as his/hers. Is there a more definite date we could set? [Agent] has appointments through (latest appointment available).”
OR
“If you’re not able to make it in now, would a later date work better with your schedule? [Agent] has appointments through (latest appointment available).”
OR
Last Resort
“If you’re not able to set an appointment now, that’s fine. Could I give you a call back in a few weeks to see if your schedule has eased up a bit?”
“I need to talk with my partner before setting an appointment.”
Responses:
“Okay! And just so you know, you don’t both have to be there, so if only one of you can come, that’s totally fine. Just so you know, we have appointments available through (latest date on the calendar).”
OR
“I can give you a call back in a few days, after you’ve had a chance to discuss a good time with your partner. Just so you know, we have appointments available through (latest date on the calendar). When is the best time to call back?”
And that’s all, folks!
Here’s a FREE PDF download of the 20 Common Objections and Responses. (We even replaced a couple engagex-specific objections with two bonus objections that will be of more use in your agency.)
We hope you find success when you use it in your appointment setting efforts!
Have an objection in mind that we didn’t cover here? Comment below, and we’ll cover it!