Key Takeaways
- How you handle difficult situations generates 40% of your referrals—character matters
- 25% of prospects have health concerns that require careful navigation
- Agents who maintain composure during emotional conversations close 50% more
The Hard Conversations
Client Question: "I know this is complicated, but can you help me?"
These scenarios test your character, patience, and expertise. How you handle them defines your reputation.
The Recent Diagnosis
Someone just diagnosed with a serious illness
Setup
A 45-year-old was just diagnosed with early-stage multiple sclerosis. They're scared and desperate to get life insurance before it's "too late."
Client says:
“*Clearly anxious* I was just diagnosed with MS last week. My doctor says it's early stage and treatable, but I'm terrified. I need to get life insurance right now before I can't get any at all. Can you help me? How fast can we do this?”
Practice Objectives
- 1Show compassion for their diagnosis and fear
- 2Explain honestly what their options might be
- 3Don't make promises about insurability
- 4Discuss the application process and possible outcomes
- 5Help them feel less alone in this process
The Uninsurable Client
Someone with serious health issues seeking coverage
Setup
A 55-year-old has had a heart attack, diabetes, and is significantly overweight. Traditional coverage isn't possible, but they desperately need protection.
Client says:
“I know I'm not the healthiest person. Heart attack two years ago, diabetes, I need to lose about 80 pounds. Everyone turns me down. But my wife can't work—she's disabled. If I die, she's got nothing. There has to be something out there for people like me.”
Practice Objectives
- 1Acknowledge their difficult situation with empathy
- 2Be honest about traditional coverage limitations
- 3Explore guaranteed issue and graded benefit options
- 4Explain waiting periods and limitations clearly
- 5Help them get some protection, even if imperfect
The Competing Agent
A prospect talking to multiple agents
Setup
A prospect is comparing you to two other agents. They're treating this like a bidding war and asking you to beat the others' proposals.
Client says:
“I'm talking to three agents including you. The other two showed me proposals—one for term, one for whole life. I want to see what you've got. And to be honest, I'm going with whoever gives me the best deal. So what can you do for me?”
Practice Objectives
- 1Don't get into a bidding war on price alone
- 2Differentiate on advice and service, not just product
- 3Ask what they're actually trying to accomplish
- 4Explain that the "best deal" depends on their needs
- 5Be confident without being desperate
The Emotional Widow
A recent widow collecting on her husband's policy
Setup
A woman's husband recently died. She has a policy claim with you and is overwhelmed by grief and paperwork.
Client says:
“*Voice breaking* I don't know what I'm doing. Tom always handled everything. He died three weeks ago and everyone keeps telling me to file this and call that and I just... I can't think straight. He had a policy with your company, right? What do I need to do?”
Practice Objectives
- 1Lead with compassion—not process
- 2Slow down and let her express her feelings
- 3Explain the claim process simply and gently
- 4Offer to help with the paperwork
- 5Be a source of support, not just a claims processor
The Suspicious Inquiry
Someone asking unusual questions about coverage
Setup
A prospect is asking very specific questions about when coverage starts, whether suicide is covered, and how long they have to wait. Something feels off.
Client says:
“I want to get a policy. How soon does it take effect? And if someone... if something happened to me, how soon would my family get the money? I heard there's some waiting period for certain things. How does that work exactly?”
Practice Objectives
- 1Be alert to potential warning signs
- 2Answer questions professionally but carefully
- 3Explain contestability and suicide clauses
- 4If concerned, gently explore what's behind the questions
- 5Know when to express care and suggest resources
The Replacement Request
A client asking to replace their existing policy
Setup
A client wants to replace their 10-year-old whole life policy with a new term policy because their friend told them whole life is a "scam."
Client says:
“I want to cancel my whole life policy and get term instead. My friend says I've been wasting money for 10 years. He showed me how much I could have saved. Just get me a term policy and help me cancel this whole life thing.”
Practice Objectives
- 1Don't immediately agree to the replacement
- 2Understand why they originally bought whole life
- 3Review their current policy's cash value and features
- 4Explain what they'd be giving up
- 5Help them make an informed decision, even if it means keeping the old policy