Objection handling
How to answer “I had a bad experience with insurance”
The customer carries a story that damages trust before the call has started.
Why customers say it
A claim that went badly, a pushy salesperson, or a contract that was not what they expected.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Listen, then do not defend the industry. “I am sorry that happened. Would you tell me what went wrong? I would like to understand before I suggest anything.”
- In insurance
- Acknowledge the experience and separate it from today. “Thank you for telling me. Let us make sure that does not happen again: what would you need to see to feel safe?”
- In a contact centre
- Be human first. “That sounds frustrating. Can you tell me what happened? I will note it and see what I can do.” Escalate if it is a complaint.
A common mistake
“That was a one-off, it never happens with us.” Dismissing a real story.
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 had a bad experience with insurance” mean?
The customer carries a story that damages trust before the call has started.
Why do customers say “I had a bad experience with insurance”?
A claim that went badly, a pushy salesperson, or a contract that was not what they expected.
How do you answer “I had a bad experience with insurance”?
In sales: Listen, then do not defend the industry. “I am sorry that happened. Would you tell me what went wrong? I would like to understand before I suggest anything.” In insurance: Acknowledge the experience and separate it from today. “Thank you for telling me. Let us make sure that does not happen again: what would you need to see to feel safe?” In a contact centre: Be human first. “That sounds frustrating. Can you tell me what happened? I will note it and see what I can do.” Escalate if it is a complaint.
What is a common mistake when a customer says “I had a bad experience with insurance”?
“That was a one-off, it never happens with us.” Dismissing a real story.