COMMON / GENERIC OBJECTIONS
Who is HealthIQ?
• “We’re an insurance brokerage & reaching out in response to your request to discuss your Medicare options.
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.”
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?”
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." End call
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?” If yes - continue with script where you left of
I didn't inquire about Medicare - OR - I didn’t sign up for this…. - OR - I didn’t put in a request
“Perhaps the request was submitted on your behalf by someone else. This is a simple 10 min plan review to ensure you are getting everything you qualify for with your Medicare coverage. Can I get our agent on the line to review with you?” Note: If customer responds in an escalated manner - insisting they did not put in the request (or it wasn’t put in for them) or any wording to that effect).
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?” If yes - continue
I can’t afford/ don’t have money
“Times are tough right now and budgets are tighter. I know our licensed agents may have plans in your area that can be as low as $0 premiums. Let’s get you over to one of our Agents, OK?” If yes, continue with script
“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?” Record time for call back if given
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.” If Yes to check up - continue
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?”
I don’t pay anything for insurance (on Medicare/Medicaid)
“Great to hear! I would love for my Licensed Agent to go over some additional benefits like Dental, vision and hearing plans that could give you even MORE value. Would that be ok?” If yes - continue
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?” if yes - continue
I'm Busy (from Jan-Sept) and if NO again --- No - now is not good and I am just too busy
“No problem, this will just take a few minutes. But if now is not a good time, when would you have 10 mins to find out how much more you could be getting with your Medicare benefits?”
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“No problem, we are here for you anytime. I can give you our 800# if you want to call us when you get time. (if yes) "Great, call us at 1-800-549-1664 we are available M - F 5 am to 5 pm PST“
Not the insured - son, daughter, neighbor – anyone other than the insured
“Determine if insured is available to speak with. If not, or the person states that he/she is speaking for the insured. "No problem if (insert insured name) has you listed in his/her completed "Medicare Authorization to Disclose Personal Health Info" form then we can review his/her plan with you. Are you named as approved for us to discuss the health insurance info?” if yes - continue
How did you get my information?
“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?”
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.” (Go back to the point of interruption)
Why would I want to upgrade my benefits OR Why would I want to change plans OR Why would I want to look at other options
“Good question, Medicare plans change each year. Medicare eligible individuals can take advantage of those great changes by getting with a licensed agent to help with finding the right plan that fits their needs. Will only take a few mins to talk with our licensed agent and make sure you have ALL the benefits you qualify for at the lowest possible rate. Can I get our Agent on the line with you?” If yes – “Great, Just need the ...” (continue with the questions)
How long will it take for an agent to join ?
“I should only take a few minutes for an agent to join us.” **After 3 minutes on hold** “It looks like our hold times are longer than normal, would you like to schedule a call back or speak to an agent today?”
If a customer would ask why we are calling now, when AEP has ended?
“There are actually Special Elections Periods that could qualify you to enroll into a plan. Let me get you to a licensed agent now.”
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?” If yes, continue with the script
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.
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.
If they would enroll in January, are they going to be penalized?
“We can get them over to a licensed agent and they can get them more information on that while they look for a plan that fits their needs.”