The top ten reasons why customers decline offers from insurance agents or hang up the phone quickly are noticeably different. Establish a script and follow it for each of the ensuing situations. Do not memorize or read your script; instead, keep in mind the key points you must emphasize to convert the shopper’s rejection into a maybe, then a yes.

1. “It’s too expensive.” Inform the client that some agents use deception and cut back on coverages and limits in order to quote lower rates. The majority of clients can’t recall their limits or which coverages they require. The more you give the client the impression that you are on the inside but on their side, the more likely it is that they will recognize your integrity while appreciating your tenacity in trying to earn their business. Educating the customer is always the first step.
2. “My current policy is cheaper.” It’s possible and frequently the case with subpar businesses. The best insurance agents will steer the conversation away from price and toward the offering and dependability of the company (or companies) they represent. In this competitive market, an agent can only gain new business by selling on value.
3. “I’ve been with the company for years.” The best loyalty is earned loyalty. Verify the client’s current limits. Most of the time, they are not covered for a collision because their limits are too low or they do not have collision coverage. Remind the customer of the reasons they are paying so little and go over the assets they need to safeguard. Nobody desires to lose their residence or place of business as a result of a car accident. If they are unable to pay for a collision that was their fault, remind them that wages may be withheld!
4. “I’ve never had an accident, so I don’t need more coverage.” Good drivers can also get into accidents, and they often do so at the worst possible time. Many of the carriers with which insurance agents work do not offer to write liability-only policies. If you’re one of these agents, explain to the lead why the carriers don’t accept liability-only policies, making sure to emphasize that the insurers’ lack of greed is not the cause. Give examples from real life where a client’s auto insurance saved them from major debt caused by uncovered losses.
5. “I’m not interested.” Even after fully completing a quote form, customers will still state this. Why? They expect to get an email with the rate rather than speaking with an agent. Make it worthwhile for them to talk to you rather than asking them why they don’t want to. “I can give you a free quote if you stay on the line and go over your responses. No purchase is required. Begin there, and try to warm up the conversation as you go over their information to ensure your quote is accurate.
6. “Email/mail me the quote and information.” Although this is fine, you want to keep the customer on the phone. Use the same tactic as in #5 by requesting just a few minutes and promising to email the quote as well.
7. “Let me think about it.” If you get off the phone with this customer after giving them a quote, you instinctively know that this is the kiss of death for a sale. Identify the issues they must consider. If it’s about the price, focus only on that issue and request a call back time or a Zoom meeting. Find out if there are any discounts you can use to bring the cost down a little bit before your upcoming call or meeting. If you can, it’s a nice golden nugget to offer the customer when you call again.
8. “I have to talk to my husband/wife/partner.” Tell them it’s a fantastic idea and request a conference call or group Zoom meeting so you can address everyone’s inquiries. This allows you to hear and address the partner’s objections.
9. “I have to speak with my lawyer/accountant.” Keep them on the phone and tell them that’s fine, but that before they consult with an attorney or accountant, they should first be qualified for the insurance policy they need to present accurate numbers.
10. “I’m just not ready to buy right now.” Pushy behavior is required at this point, especially if they appear interested in the cost of the coverages you have suggested. Inform them that rates fluctuate daily and that you are unable to predict what will occur in the upcoming day or two. Make every effort to convince them that proper protection requires prompt action.