COMMON / GENERIC OBJECTION
Who is HealthIQ
“We’re an insurance brokerage & reaching out in response to your request to discuss your Medicare options.” (Go back to the point of interruption)
I am looking for Medicare Advantage
“Great - we offer that! Do you have Medicare Parts A and B? If YES, Great, Just need to find out what state you live in so I can connect you with the right Agent.” Record state and continue with script
Not Interested
“I understand, we do provide a quick free review of your current benefits to make sure you are getting everything you qualify for. Are you sure you don’t want a professional review of your plan
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OK - it is just so many of my customers love finding more benefits and/or saving money. Are you sure you don’t have 10 mins to make sure you are getting the best benefits you qualify for?” If ok or yes - go to qualify questions or next step in script
I can't right now, I'm driving
"No problem, we will call you back at a more convenient time. Thanks for taking my call and drive safe."
Do I need to give a Social Security Number?
“If you decide to enroll, the licensed agent will need your MediCare number NOT your Social Security number. And I will not be asking any personal information. I just need to confirm which state you live in, if you have parts A and B and what you like least about your plan. This helps me get you to the right Agent. OK?”
I didn’t make a request
“We received an online request; If it wasn’t you, perhaps it was someone you know trying to help you? The request was to receive one of our simple 10 min plan reviews to ensure you are getting everything you qualify for with your Medicare coverage. Is now a good time for your plan review?”
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“I understand. So many of my customers are surprised by the extra benefits and savings they can get; that they are glad they spent a few minutes to check. If not now, when would be a good time for you?
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"We apologize for the interruption. I will mark your record for our Do Not Call list. It may take up to 48 hours for our system to update.”
I made a mistake - I am looking for Medicaid plans
“No problem, going online to Medicaid.gov is the best way to reach your local office. Before you go, do you know anyone that does have Medicare coverage and could benefit from our free plan review?” If yes, capture name and number and enter in notes section.
I just want to go with my state plan. Just want to go with the easy choice
I understand, easy is good. But it might not always be the best, or even that easy. Before I let you go, I would feel terrible if we didn’t spend just a few minutes to make sure that plan is the best fit for your needs. OK
“Customer is not here right now….
This is Joy with HealthIQ. I was calling because "Customer" requested some information from us. Do you know the best time to reach him/her?”
Why is an agent joining?
“I am not licensed, the agent joining us will be able to go over your Medicare options.” (Go back to the point of interruption)
Who do you work with? What carriers do you offer?
“HiQ works with top carriers, like Aetna, Cigna and Humana. Our Licensed Agent can find just the right carrier for your needs and budget. Are you ready to connect and find your best plan?” If yes - continue with script
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“I understand, having the right carrier is so important. My role is to get you to the best agent for your location and I do not have the specific carrier information you are looking for. I can get you connected to the right agent, who can answer all your questions if you confirm the state you currently live in.” If state provided - continue with script
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“Thank you so much for taking my call today. Check out our website at healthiq.com AND give us a call back if you would like a free plan review to make sure you are getting all the benefits you qualify for. Have a great day.”
What do you mean by fitness benefits
“Most of our Medicare advantage plans have a benefit that covers gym membership, let me get you over to a licensed agent to get more details on our plans.”
Why are you calling me so much? I've been called x# of times already!
I apologize for any intrusion. Your request for Medicare quotes was likely picked up by a couple of different companies that are now reaching out to you. I'd love to have our licensed agent go over your options while we have you on the phone. It will just take a few mins of your time, OK?”
I'm Busy
That is understandable, it’s the busiest time of year. When would be a good time to call you back later today or tomorrow morning.”
Where are you located? I want a local agent.
“I'm calling from Health IQ. As a national brokerage we have licensed agents in all fifty states. PLUS, we are able to work with the top carriers to find you the best plan. OK?”
Is this a sales call?
“Our goal is to ensure you have all the benefits you qualify for at the lowest price. It’s a free review and if we don’t find you a better deal or you do not want to chose our plan, no problem. We are here to help. Can I get one of my teammates on the line to review your plan?” If yes, continue with script
Email me the info or I don't want to work over the phone. Or I want to see my options in writing
“Unfortunately, we do not have a one-sized fits info to email. Our licensed agent can provide you a customized overview through email, can I get you over to our expert to help you? Or I understand, let's get some basic information so that our licensed agent can reach out to you via email about available plans in your area.”
Why are you calling me so much? I've been called x# of times already!
I apologize for any intrusion. Your request for Medicare quotes was likely picked up by a couple of different companies that are now reaching out to you. I'd love to have our licensed agent go over your options while we have you on the phone. It will just take a few mins of your time, OK?”
I just wanted a quick quote. How much time will this take?
“I understand your time is valuable. This will only take a few minutes”
** if they ask how long** “It’s about 20 minutes to get your rates and review the best option for you.”
I don't like talking on recorded lines
I appreciate your concern for privacy. We are on a recorded line for your protection.”
Are you with Medicare?
“No, we are not Medicare. We help our customers find the BEST Medicare Health plans. As an insurance company with Licensed agents in every state we offer you a free plan review and then work with top carriers to find the best benefits and pricing that you qualify for. It only takes a few minutes. Would you like to talk with our agent to review your plan options?”
What options do you have for me?
“We offer a variety of Medicare products, let's get you over to one of our licensed agents and they can check which plan would be a good fit for you, how does that sound?
I already have a supplement plan
I'm glad to hear you already have coverage, what I’d love to do is get my teammate on the line to give you a free plan check. This will ensure you're in the best plan that works for your needs. How does that sound?”
What is your callback number?
“Our toll-free number is (800) 549-1664. If we don’t hear back from you, I’ll give you a call back next week to follow up.”
How do I know this isn't a scam?
Rest assured it isn't. Security is very important, so please feel free to check out our website. We are an insurance brokerage and reaching out in response to your request to discuss your Medicare options. Would you like our website, or would you like to talk to one of our licensed brokers to get your plan check up? If wants to check out website... www.healthiq.com continue to dispo for positive response