Catalog for advisors
The 25 most common advisor objections and how to answer them
For each objection you get why the client says it, a recommended way to respond and a typical bad reaction to avoid. Then you can practise the answer out loud with an AI client.
How to use the catalog
- Read why the client says it. Behind an objection there is usually a concern, not a refusal.
- Treat the recommended approach as a direction, not a script. Put it in your own words and use the facts of the client's situation.
- Read the bad reaction as a warning, and try how it would sound in your own call.
I need to think about it.
- Why the client says it
- Often it is not a refusal but uncertainty: the client does not see the benefit clearly, fears a wrong decision or does not want to say no directly.
- Recommended approach
- Acknowledge the wish for time and ask what exactly they want to think over. Agree a concrete next step with a date, so the pause has a purpose.
- Bad reaction to avoid
- “What is there to think about? The offer is only valid today.” Pressure and an invented deadline destroy trust.
That is too expensive.
- Why the client says it
- The client compares the price with what is visible today, while the benefit of cover only shows when something goes wrong.
- Recommended approach
- Ask what they compare it with. Return to the need the client described and show what the premium covers and what it does not. Offer to adjust the scope openly instead of hiding the trade-offs.
- Bad reaction to avoid
- “Everyone says that, for what you get it is really cheap.” The concern is brushed aside without comparing needs.
I already have insurance.
- Why the client says it
- The client considers the topic closed and often does not know what exactly the existing contract covers.
- Recommended approach
- Acknowledge that it is taken care of, then ask permission to go through the existing cover together and compare it with the current situation. Name gaps only when the facts show them. If the comparison would lead to replacing the existing contract, also explain the costs and disadvantages of ending it.
- Bad reaction to avoid
- “Your policy surely has gaps.” Claiming a problem without having seen the contract.
I will ask my wife or partner first.
- Why the client says it
- It may be a genuinely joint decision, or a polite way out when the client is not convinced.
- Recommended approach
- Respect it and ask what the partner would want to know. Offer a short joint meeting or a summary they can pass on, and agree when you will follow up.
- Bad reaction to avoid
- “Surely you decide that yourself.” Belittling the relationship or pushing for a signature without the partner.
Insurers never pay out anyway.
- Why the client says it
- A bad story from friends, the media or personal experience, and fear of exclusions and fine print.
- Recommended approach
- Take the experience seriously and ask what happened. Explain openly how a claim is assessed, which exclusions and waiting periods the product has and where to find them in the terms.
- Bad reaction to avoid
- “That is a myth, we always pay.” Promising a claim outcome you cannot guarantee.
I am not interested.
- Why the client says it
- On an unexpected call this is usually a reflex to the interruption, not a considered decision.
- Recommended approach
- Stay calm, say thank you and in one sentence explain why you are calling and what is in it for the client. Ask one light question or offer a short follow-up. Accept a clear no and end the call; if the client does not want further calls, record it and do not call again.
- Bad reaction to avoid
- Repeating the pitch louder or arguing. A second push after a clear no.
I do not have time right now.
- Why the client says it
- The call came at a bad moment, or the client expects a long conversation.
- Recommended approach
- Acknowledge it, say how long you need and offer two concrete times. Keep your promise about the length.
- Bad reaction to avoid
- “It will only take a minute” and then talking for twenty.
Just send it to me by e-mail.
- Why the client says it
- It can be a polite way to end the call, or a real wish to read at their own pace.
- Recommended approach
- Agree, but first ask one question about what they would like to see, so that the material is relevant. Confirm the address, say what you will send and when you will check back.
- Bad reaction to avoid
- Sending a generic brochure without a follow-up, or sending nothing until the client agrees to a meeting.
I already have my own advisor.
- Why the client says it
- Loyalty to a person the client trusts, and no visible reason to change.
- Recommended approach
- Respect the relationship. Do not criticise the other advisor, ask what they value in the cooperation and offer a second look at a specific topic only if the client wants one.
- Bad reaction to avoid
- “Your advisor surely did not tell you everything.” Disparaging a colleague.
Investment-linked life insurance is just fees.
- Why the client says it
- The client has heard that costs in the early years are high and that such products were sometimes presented in a misleading way.
- Recommended approach
- Agree that costs matter and explain openly what is charged, when, and what happens on early termination. Say clearly that it combines protection with investment risk and is not a savings account. Assess suitability against their goal and time horizon, and be willing to say that it does not fit.
- Bad reaction to avoid
- “It is like a savings account with a bonus.” Presenting an investment product as a guaranteed saving.
I would rather put the money into a savings account or an ETF.
- Why the client says it
- The client sees saving and investing as an alternative to insurance and often compares only the expected return.
- Recommended approach
- Separate the goals: protection against loss of income, a reserve, long-term investing. Ask what the money is for, explain what each tool does and does not do, and accept that another tool may fit better. Recommend specific investments only if you are authorised to do so.
- Bad reaction to avoid
- “ETFs are risky, insurance is safe.” A one-sided comparison that hides the risks and costs of your own product.
I have insurance through my employer or bank.
- Why the client says it
- Group or bundled cover feels like a complete solution, and the client may not know its limits.
- Recommended approach
- Ask what exactly it covers, up to what amount and what happens when they change jobs or repay the loan. Offer to compare it with the client's needs without assuming in advance that it is inadequate.
- Bad reaction to avoid
- “Group insurance is worthless.” Generalising without reading the terms.
I am young and healthy, I do not need it.
- Why the client says it
- Risks feel distant, and the client has no personal experience of a serious illness or injury.
- Recommended approach
- Do not frighten. Ask about commitments (rent, a loan, family, dependence on income) and what would happen to them if income stopped. Leave the conclusion to the client and talk about a modest scope.
- Bad reaction to avoid
- Telling frightening stories to force a quick decision.
I do not trust pension savings.
- Why the client says it
- Frequent changes to the pension system and negative news create general distrust.
- Recommended approach
- Acknowledge the uncertainty. Explain factually how the product works: contributions, state contribution and tax treatment under the current rules, the conditions for withdrawal and the fact that rules can change. Point to the official terms.
- Bad reaction to avoid
- “You certainly cannot live on a state pension.” Predictions and promised returns.
You only care about your commission.
- Why the client says it
- The client suspects a conflict of interest, which is a legitimate concern in a regulated field.
- Recommended approach
- Do not get defensive. Explain how you are paid and what you must disclose, and describe how you find out the client's needs before recommending anything. Invite the client to check any recommendation.
- Bad reaction to avoid
- “I do not earn anything on this.” Saying something untrue or evasive about remuneration.
I will find it cheaper online.
- Why the client says it
- Comparison sites make the price visible and the client assumes all offers are equal.
- Recommended approach
- Welcome the comparison. Explain what to compare besides price: scope, exclusions, sum insured, excess and claims handling. Offer to check an online offer against the same criteria.
- Bad reaction to avoid
- “Online offers are always worse.” Attacking the competing channel instead of comparing content.
Call me later, maybe in half a year.
- Why the client says it
- Postponing is a way to avoid a decision, but sometimes the timing really is wrong.
- Recommended approach
- Ask what will be different in half a year and whether anything specific blocks the client now. If the reason is genuine, agree an exact date and the reason for the next contact.
- Bad reaction to avoid
- Accepting a vague “sometime later” and never following up, or calling every week.
I had a bad experience with an insurer.
- Why the client says it
- A past claim or sales experience left lasting distrust.
- Recommended approach
- Let the client tell the story without interrupting, show that you understood and ask what would have made it right. Explain what you can and cannot influence and how you would support them in a claim.
- Bad reaction to avoid
- Defending the insurer or saying the client was just unlucky.
It is too complicated, I do not understand it.
- Why the client says it
- Terms, exclusions and product names are hard to follow, and the client does not want to look uninformed.
- Recommended approach
- Take responsibility for the explaining. Use short everyday language, one topic at a time, and check understanding by asking the client to say in their own words what they heard.
- Bad reaction to avoid
- Piling on jargon, or saying “don't worry, I will take care of everything”.
I do not want to commit for that long.
- Why the client says it
- A long term feels risky, and the client fears being unable to pay or to leave.
- Recommended approach
- Explain in plain words the term, the notice period and what happens on early termination, including costs. Check whether a shorter or more flexible variant meets the need.
- Bad reaction to avoid
- Hiding or playing down the terms of early termination.
I cannot afford it this month.
- Why the client says it
- A tight budget is often a real constraint, not an excuse.
- Recommended approach
- Acknowledge it and do not sell beyond the client's means. Help rank the most important risk and offer a smaller scope or a later review instead of pushing.
- Bad reaction to avoid
- “You cannot afford not to have it.” Inducing guilt, or recommending a premium the client cannot sustain.
Why should I choose you?
- Why the client says it
- The client is looking for a reason to trust a stranger and a way to tell advisors apart.
- Recommended approach
- Answer honestly in a few sentences: how you work, whom you help and what the client can verify, for example your registration in the official register. Then move to their situation.
- Bad reaction to avoid
- Lists of superlatives or claims you cannot document.
My family would take care of me.
- Why the client says it
- Trust in relatives, and reluctance to talk about illness, death or incapacity to work.
- Recommended approach
- Respect the value of family support. Gently ask how the family would manage costs and time if income stopped and what the client would want for them. Keep the tone calm.
- Bad reaction to avoid
- Emotional pressure that the client would leave loved ones in trouble.
Where did you get my number?
- Why the client says it
- Concern about privacy and unsolicited calls. It can also be a check on whether you act correctly.
- Recommended approach
- Answer truthfully and directly: say where the number comes from and on what basis you are calling, for example consent the client gave you or your company. Marketing calls are generally only allowed on such a basis; if you cannot name one, apologise, end the call and do not use the number again. If asked, explain the client's rights (access, erasure, objection). If the client objects, stop, record it and do not call again.
- Bad reaction to avoid
- Evading the answer, inventing a source, claiming consent you cannot show or carrying on after the client objects to being contacted.
I want to consult someone else before I sign.
- Why the client says it
- A sensible caution with a long-term financial commitment, or a lack of confidence in the proposal.
- Recommended approach
- Support it. Offer the documents and key information, including the pre-contractual information, so the client can compare, and agree when you can answer questions.
- Bad reaction to avoid
- Treating it as an attack or pushing for a signature at the first meeting.
What the catalog is not
- It is educational material for practising conversations, not legal or financial advice.
- It contains no figures about products, returns or success rates and promises nothing. Always rely on the terms of the actual product and your company's rules.
- It does not replace mandatory education or internal regulations. The wording has been checked against insurance distribution, data protection and telemarketing rules; it is not a legal opinion.
Practise the one that stops you
Pick an objection, talk to an AI client and see after the call which sentence helped and which to say differently.
Try the practice in DIRI