Objection Handling

Objections are opportunities; therefore, welcome objections.

Most of the objections raised by the prospects fall in the following five categories:

1. No Need
2. No Time
3. No Money
4. No Trust
5. No Hurry

1 No Need
“I already have Health Insurance to take care of my family”
“Mr. ________, it is good to know ki apke pass already health insurance hai apki family k lie kya
main jaan skta hu apne kitne lakh ka cover lia hua hai apki family k lie

You must know that medical inflation is increasing day by day hme is chiz ka dhyan rkhna cahiye
hai ki hm ek accha cover lekr chle apni family ki security ki or dhyan de ske

You must know that Sir/Ma’am medical inflation is increasing day by day jiske lie hme ek acche
amount ka cover lekr chlna cahiye hai jisse ane vale sme mai apko or apki family ko kisi preshani
ka samna naa krna pde

As well all know sir health is wealth

Or

“I already have enough wealth to take care of my family”

“Mr. ________, it is good to know that you have enough wealth to take care of your family health.
However, don’t you think the wealth you have created is for the different life stages i.e Children
Education, Children marriage, Retirement, etc?

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

“Mr. ________, it is good to know that you have enough wealth to take care of your family
health.
Sir mai apko btana cahta hu agr abi app ek health insurance lekr chlege hai too ane vale sme
mai apki upr koi burden nhi rhega jisse aap aage aane vali responsibilities pr bhi dhyan de skte hai
jese children marriage , Retirement , child Educations , etc

Or

“I already have health Insurance from my organization”

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“Mr. ________, it is good to know that you are already insured by your organization. However, do
you know that the corporate insurance will work only by the time you are employed with them?

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

“Mr. ________, it is good to know that you are already insured by your organization. Lekin sir mai
apko ek chiz btana cahta hu ki corporate insurance tbi tk apke sath rhega jb tk aap company k
sath connected hai , jb bhi kbi aap company ko change krege apni Growth or Better Opportunity k
lie to apko dusri company m dubara se sare waiting period complete krne pdege

Corporate insurance kbi bhi 100% cashless nhi hote hai is me 10 or 20 % ki Co – pay bhi ho skti hai
joo apko apni trf se pay krna hoga “ sir hm insurance islie lete ki agr kbi koi requirement ho or us
hm apne Love once k sath rh ske without any stress related money

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Or

“I am healthy hence don’t need Health Insurance”

“Mr. ________, it is good to know that you are healthy and we wish you to remain healthy always.
However, do you know that right time to buy health insurance is when you are healthy as insurance
companies don’t provide health policy to people who are sick?

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

“Mr. ________, it is good to know that you are healthy and we wish you to remain healthy
always.
Sun kr accha lga sir aap bilkul hi fit and fine hai pr sir hm sbi jante hai medical emergency kbi bta k
nhi ati hai or sir hme covide too yaad hi hai ek dm se kitne logo ne bina medical insurance k apni
investment use kri or medical treatment mai invest kia apna hard earned money
Mai apko suggest kruga aap abi se ek cover lekr chle and apni or apne love once ki life ko secure
kr k chle

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2 No Time
“Why don’t you give me a call next month; right now I am busy?”
“Mr. _________, I understand you are busy. In fact, many of my clients who are successful like you
have felt the same. However, don’t you agree that emergencies and accidents don’t announce
themselves hence it’s important to prepare ourselves for them well in advance.

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

Or
“Mr. _________, I understand you are busy. In fact, many of my clients who are successful like you
have felt the same.

Sir btana cahuga aap bilkul sahi keh rhe hai , mere or bhi successful client hai apki trha joo bht busy
rhte hai . but sir m apke valuable 5min lena cahuga or apko sirf yeah btana cahuga kbi koi bhi
preshani joo health se related ho yaah life se related koi bhi dikt bta k nhi ati hai , lekin sir jin chizo
pr hm control kr skte voo hme kr k chlna cahie jese ek acche cover k health insurance lekr chlna
chhiye hai

Jisse apko or apke love once ko ek peace full environment mile towards their health

“Right now, I have too much work and I am in no hurry to buy health insurance.”
“Mr. _________I understand that you are not thinking about buying health insurance right now.
However, you would agree that health is wealth and nothing is more important than securing your
and yours family health.

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

Mr. _________I understand that you are not thinking about buying health insurance right now.
Sir mai apki sari bato ko smjta hu or apko btana cahta hu ki health se upr kuch nhi hai ,apko apni
or apne love one li life ko secure krna cahte

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3 No Money

“At present I can’t afford to pay insurance policy premiums.”

OR
“I have a home loan/other liabilities and cannot afford to buy health insurance.”

“Mr._________, I appreciate your concern that money is not enough these days. In fact, many of
my customers have also felt the same. I am here to save your hard earned money and not to spend
in case of any health emergency.
You must agree that medical inflation is increasing day by day and keeping that in mind we should
assess the actual amount required for your family’s health. That would give you an assurance and
peace of mind.”

I Understand sir , mai smjta hu money is not enough these days mere bht sare customer hai joo
same problem se suffer kr rhe hai , but sir mai cahta hu aap ani hard earned money ko acche se
invest kre or apne future goal k lie lekin yeah hm tbi kr skte hai jb hm mentally free rhe uske lie
mai apko suggest kruga abi aap thoda sa pesa invest kr k joo ki bs apko thousand mai krna hai kr
k aap apni family ki life secure kre future k lie

Or

“Your premium is high in compare to other insurance companies”

“Mr._________, I understand your concern however you would agree that good quality doesn’t
come in lesser price. We offer customized plans basis the customers need with surety on the world
class services against the premium we charged.

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

Or
“Mr._________, I understand your concern however you would agree that good quality doesn’t
come in lesser price , sir mai apko btana cahuga ki hme kbi Quality k sath compromise nhi krna
cahie hai jb bat hmari life ki ho or hmare love once ki life ki , trust me sir mai apko apke lie ek best
plan guide kruga

“It’s a month end wherein I left with no extra money to pay the premium, will pay next month”

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“Sir, I completely understand your situation however please see if you can arrange the payment
from any of your dear friend or relatives. The only reason I am suggesting you this as we all are in
the pandemic situation which has become worst now days. As a well wisher, I really don’t want you
to be in any financial burden.”

“Sir, I completely understand your situation, but mai apko suggest krna cahuga ki aap payment
amount apne close friend and relative se bhi arrange kr skte hai , Mai apko yeah islie suggest kr
rha hu kyuki abi pandemic situation dubara se askti hai uske lie hme khud ko ready rkhna hoga ,
or us time mai ek mental peace bhi rhega agr apke pass ek health insurance hoga too

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4 No Trust
“I buy from government insurance company only.”

“Mr._________, I understand your concern however you would never wish to stand in the queue in
case of any health related emergency. While getting insured from private companies, you can avail
the top class facilities by paying a nominal premium.

You may rest assured as we always offer customized plans basis the customers need. Keeping that
in mind, we should assess the actual amount required for your family’s health. That would give you
an assurance and peace of mind.”

Or

Sir mai apki bat ko smj rha hu but ek chiz mai jannna cahta hu medical emergency mai aap ek
lmbi line mai wait krna cahege yaah instant Treatment cahege with good facility, I m sure sir aap
medical treatment mai kisi trha se compromise nhi krna cahege or mai bhi cahuga aap apni hard
earned money ko sahi jgah invest kre mai apko nominal premium k plan guide kruga with good
feature

“My uncle’s claim was rejected by xyz insurance company”

“Mr._________, I can feel how painful it must be as you didn’t get any support from the company
when you needed the most. However you would agree that all companies work differently and Max
BUPA is one of them. We have settled claims of Rs 1141 Crores since inception which is highest in
the Insurance industry.

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

Or

Sir I understand and I can feel how painful it was jb apko support ki sbse zyada need this tb
support nhi mila but sir m apko yeah btana cahuga ki sb companies k work krne k tarika alg hota
hai mai apko ek best plan suggest kruga even sir hmare relationship manager bhi apke pass aake
sari chize face to face beth k guide kr skte hai apke ghr ake

“Do not want to buy online”

Internal
““Mr._________, I understand your concern however you must know that our country is moving
towards digitalization and we at Max BUPA follows the same. This not only assures safe transactions
but also helps to save time and efforts.
Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

Sir I understand your point but don’t worry sir hmare pass ek option hai apki is problem k lie , hm
apke ghr yaah office pr apke convenient time and date pr apne expert relationship manager ko
bhej skte hai joo apke sare doughs clear krdege face to face beth k and uske lie kuch bhi extra
charge nhi kia jayega sath hi mai apko btana cahuga ki yeah RM apke sath at the time of renewal
ho yaah claim apke sath connected rhege

Or

“Policy Bazaar is providing extra discounts, not you”

“Mr._________, I understand your concern however you would never wish to compromise on the
services by getting any additional discount. Also to add, as per IRDAI guidelines no one is allowed to
provide any additional discount, if anyone is doing will be considered as doing violation of
guidelines.

Keeping that in mind, we should assess the actual amount required for your family’s health. That
would give you an assurance and peace of mind.”

Sir mai apko btana cahta hu ki koi bhi company apni trf se discount nhi dr skti hai as per IRDAI
guidelines and policy bazar also a comparison portal , and sir m apko ek chiz or btana cahta hu agr
koi apko discount offer kr rha hai apart from insurer please revalidate with them

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5 No Hurry

“Let me discuss with my family members/friend/relatives/my boss”

No issues, well I appreciate your decision. May I know whom you want to discuss it with? (Customer
will name the family member). Is it possible for you to the family member over the call for
discussing it together on speaker?

By doing this, I can clarify any confusion/query over the call itself. This will make it easy for you to
make the buying decision.

Sir mai apki bat ko puri trha smjta hu or respect bhi krta hu apke decision ki , mai jaan skta hu ki
aap kis k sath discuss krna cahte hai and mai apko suggest krta hu ki aap jine k sath discuss krna
cahte hai uno conference call pr lelo jisse hm mai sari chize smja pau or aap dono k points clear kr
sku jisse hm isko aage proceed kr ske

OR
If possible you can take your family member on conference to discuss together. By doing this, I can
clarify any confusion/query over the call itself. This will make it easy for you to make the buying
decision.

Or

“Mail me the details to go through it and call me back after 2/3 days”
At the end of the call, I’ll certainly share the same with you at your registered email address. As we
are having the conversation from the last xyz minutes, I believe all the features and plan working is
clear to you completely. If not, I can clear it right away and for that I would request you to come
online to clarify all your doubts.

At the end of the call, I’ll certainly share the same with you at your registered email address. Sir
jesa maine btaya mai sari details apke sath share too kr hi dunga but mai sirf ek chiz suggest
kruga sir ki aap ek baar online ajeye jisse mai apke sare doubts clear kr sku and apke doubts clear
hone k baad aage k process k le bhi apko guide kr sku

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General Objections
“Can you waive off my loading charges as Policy Bazaar is doing?”
Sir, let me first explain you why loading charges gets applied, as per IRDAI when the health is risky
or not normal than company applies loading charges to cover the additional risk of the customer.
The same gets applied on policy from the Insurer and is authorized from IRDAI and the same cannot
be waived off by any agent or partner.

Let me assure you, it may be a miscommunication wherein they have offered loading waiver. If you
still have confusion, you can connect the PB caller on conference I shall get this clarified.

Or

Sir, let me first explain you why loading charges gets applied , as per IRDAI agr health k risk as per
normal person k kisi k zyada hai tbi company kisi k primum pr loading lgati hai for covering his or
her extra life and health risk , this is from insurer side and this is legal from IRDAI side , koi bhi
broker loading changes ko nhi hta skti hai may be koi miscommunication hua hoga aap ek baar is
point ko clear kr lijiyega , mai apko koi bhi incorrect details share nhi kruga

“Why shouldn’t I buy from PB, Why you?”

As a health Insurance counselor, I would always recommend my customers to buy product directly
from the company instead any going with any web aggregator. There is no harm even if you are
buying from them however as I am calling directly from the Head office can process the issuance of
the policy faster.

(Incase customer does not get convinced with the above rebuttal, please ask and handle accordingly)
Lastly, may I ask what is special about PB that you’re thinking to buy it from there?

As a health Insurance counselor, Sir m apko btana cahuga aap yha insurance dekho se guidance
provide krvayi jaa rhi h but policy aap direct insurer se hi purchase krte hai , yha se purchase krne
k sath apko ek support with mental pease milega guidance k sath policy joo purchase ki hai voo
direct insurer se ki hai or apko btana chuga hmare pass relationship managers hai joo apke ghr
yaah office akr apke convenient date and time pr face to face beth k sari chize smjaye or apke
sath doubts clear krege and this service is free of cost

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