Objection handling
How to answer “I am already insured”
The customer sees the topic as settled and often does not know exactly what the current policy covers.
Why customers say it
It is a quick way to end the call, and many people have not read their policy since they signed it.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Welcome the answer, then ask permission. “Good to hear. May I ask two questions about what you have, so you can see it still fits?”
- In insurance
- Praise the arrangement and offer a check. “Great that it is sorted. If you like, we go through your current cover together. If something is missing I will say so, if not you will know it is fine.” Explain any cost of switching.
- In a contact centre
- Treat it as information. “Thank you, that helps. Is the current cover through your employer, a bank or an advisor?” Then close politely or move to a short check.
A common mistake
“Your policy certainly has gaps.” Claiming a problem before you have seen the contract.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules and the terms of the product.
Practise it out loud
Talk to an AI customer who raises this objection and read in the report which sentence helped.
Questions about this objection
What does “I am already insured” mean?
The customer sees the topic as settled and often does not know exactly what the current policy covers.
Why do customers say “I am already insured”?
It is a quick way to end the call, and many people have not read their policy since they signed it.
How do you answer “I am already insured”?
In sales: Welcome the answer, then ask permission. “Good to hear. May I ask two questions about what you have, so you can see it still fits?” In insurance: Praise the arrangement and offer a check. “Great that it is sorted. If you like, we go through your current cover together. If something is missing I will say so, if not you will know it is fine.” Explain any cost of switching. In a contact centre: Treat it as information. “Thank you, that helps. Is the current cover through your employer, a bank or an advisor?” Then close politely or move to a short check.
What is a common mistake when a customer says “I am already insured”?
“Your policy certainly has gaps.” Claiming a problem before you have seen the contract.