Interest Media Questions & Objections Matrix

National Health Advisors

Questions & OBJECTIONS MATRIX

Both

Final Expense

ACA

What is the National Health Advisors?

Wouldn't that be covered by VA/Medicaid/SSI Benefits?

I don’t think about that yet

Does this apply to disability?

Are you with Social Security or ACA?

Where are you located?

Questions

CALL BACK

Questions on specific benefits or quotes

Will this increase my chances of getting approved?

How does Final Expense Insurance work?

Can you just send an email/brochure?

I’m not working now but ’ll return ooon

What are you selling?

Questions

You’ve got the wrong number

How did you get my number/ info?

Why does your number appear as spam risk (scam)?

I don’t want to talk about it over the phone

This inquiry is for someone else

I’m on a Do Not Call list. Take me off your list.

Can you get me your supervisor?

I don’t want to give you that information

Trust Issues

I was already declined/denied

What is this going to cost?

Educational Rebuttals II

I don’t speak English

Can my son/ daughter also get benefits?

Educational Rebuttals I

I can’t afford it. I don’t have an income

Other concerns

I’ve done this/ spoken to someone before

I already get that from the VA

General “no”"I’m not interested"

General “no ” "I’m not interested"

I already have my benefits set

They're not here

not interested

I don’t have enough work credits to qualify

I already have that/ existing plans

I have savings for that

I already have that covered

I can’t right now I’m driving

I let my family pay for it

I don’t need it

I don’t have a family

not interested

I will donate my body to science

I have that at work

I have Workers’ Compensation

My kids will cover my Final Expenses

I’m looking to get SSI

Too busy/ don't have time right now

I have VA/TRICARE Medicaid/Medicare benefits

I already have a will

not interested

Learning & development

I was already declined/denied.

“I see. It’s a good thing I called so we can help you check further. How long ago has it been since you last spoke to a specialist? (wait for an answer, proceed if over 3 moths ago or if reason for denial has changed) It’s best to check with an expert again to see what you may be eligible for now. You may find out if there are opportunities for you to file for an appeal or reconsideration. ”

Can you just send it to me via email? Do you have a brochure that you can just send me?

“I understand that you’d like to read the information instead, but with the personal consultation with a benefits specialist in your state, they will take the time to help you see what you are eligible for and you can ask them if there's a way for you to receive information mailed out to you.”

I have that on my job/at work.

“It’s good that you have that. Life insurance benefits can take weeks or months to receive depending on the life insurance company. Families are often forced to pay the funeral home out pocket while they wait for the funds”

I'm already getting health benefits through my employer

“I understand. Thank you for your time and have a good day”

What are you selling?

"We are responding to an online inquiry. We’re pre-qualifying you for a free consultation with a benefits specialist in your state so you could know more about your possible benefits.”

Will talking to you increase my chances of getting approved?

“Good question! What we can do is have you speak to an expert—a benefits specialist in your state—so you can have a free comprehensive consultation with them about your eligibility, what benefits you can qualify for, and your chances of getting approved. I can transfer you over to someone now and I’m sure it will be worth your while.”

I already have a will (last will and testament).

“I see. Writing something down, even something as final as a last will and testament, doesn’t ensure that it will be remembered or interpreted correctly. Also, the will may not be found until AFTER the funeral services have occurred. Therefore, the family would still have to pay for the funeral and just get reimbursed. Final expense insurance makes sure that funds are immediately allocated and available for your family the moment it’s needed.”

I don’t want to talk about my insurance over the phone

“I understand, Mr. Smith. I’d feel the same way! I assure you that your conversation with the licensed insurance agent will be confidential, and their only goal is to ensure you’re getting the best coverage for FREE or at the best possible price. The consultation itself is free and there is no obligation. Let me just ak you a couple questions...”

Wouldn't that be covered if I’m a Veteran/ have Medicaid/Social Security Benefits?

“That's good that you have that, although even if you do qualify for these benefits, it is likely there will still be a large financial amount not accounted for. Final expense insurance is flexible enough to fill in the gaps.”

I don’t think about that yet.

“I completely respect that; however, the reality is that it's very hard to cover sudden and unexpected costs. Proactively making arrangements with final expenses makes it simple for your family to access the funds immediately needed to handle these expenses.”

How does Final Expense Insurance work?

“It works like a savings account, with the balance going up as you pay in. Term policy payments can be arranged to be paid monthly or yearly. Final expense insurance allows loved ones to use the benefits for the expenses they need to pay aside from just burial costs. Let’s say you leave behind medical bills, attorney’s fees, taxes, or any debt, these could be covered. Having a final expense plan is the safest way to ensure that remaining expenses/debts are covered in the way you want."

I don’t need it.

“But your family might. We can never tell what’s going to happen. Just imagine how this could ease the burden of your loved ones when the time comes.”

I did not ask for information. How did you get my number?

“I see. You or someone in your household most likely filled out a form from an advertisement, mailing, or website. We only call people who have expressed interest in learning about medical/insurance options and have given us permission to call. I hope that makes sense and you’ll take this call that could help you get the best coverage for the best possible price"

General “no/ I’m not interested.”

“I completely respect that; however, the reality is that it's very hard to cover sudden and unexpected costs. Proactively making arrangements with final expenses makes it easy for your family to access the funds needed to handle these expenses.”

“Before you decide, you might want to consider having a low-cost final expense policy. To ensure if something happens to you, your loved ones will be taken care of financially. Final expense insurance is designed to cover the bills that your loved ones will face when you pass.”

“Our goal is to help provide you options to meet your unique needs and have one of the licensed insurance agents in your state help you find a high-quality, value-oriented insurance quote or application.” Return to point of interruption

I already have my benefits set.

“That’s great! Thank you for you time”

You’ve got the wrong number

“I see. Somebody made an inquiry from this number asking for information about benefits. Is there anyone in the household who would like to speak to a benefits specialist about their eligibility?”

YES

NO

Ask for name and edit name fields on Convoso. “Great! May I have your name so I can address you properly?” then proceed.

Ask “Is there anyone in the household who is currently out of work due to a physical or mental condition?”

What is this going to cost?

“Your consultation with the benefits specialist is free and there’s never an obligation.”

What is the National Health Advisors?

“We’re partnered up with the Affordable Care Act- otherwise known as Obamacare. We help identify if you qualify for FREE health insurance. We have a lot of new and approved plans within your area- just wanted to see if this is a good fit for you. If you don't mind me asking. Are you currently between the ages of (18-64)?”

I can’t afford. I don’t have income.

“Final expense insurance is relatively affordable if you're on a tight budget. It doesn't provide as much coverage as other insurance, but if you only need enough to cover burial costs, rather for long-term expenses, it could be enough for your needs. What we want you to have, is the power to prevent discomfort to your family or loved ones, or those who will take care of you and the final expenses."

"If you are to invest on anything, you should consider investing in the peace of mind that Final Expense Life Insurance can give. If you're working on a budget then we could help you check if there are plans that best fits your price range.”

This inquiry is for my brother/ mother/ father (anyone other than the lead)

“Is there a better time when we can at a hold of Mr. Smith? OR Would you be interested in a no commitment consultation with specialist for possible FREE health benefits?”

YES

NO

"Thank you for your time"

Proceed to schedule or Qualification Process

Why does your number appear as spam risk (scam)?

“We are using a local touch dialer that would reflect our local number on your phone. Your service provider usually has a system that detects unrecognized numbers and flags them as a possible spam (scam). But I can assure you sir/ma’am that we’re not a scam (empathize if they expressed that they’ve been scammed before).”

I already have that covered.

Probe: “Do you have a pre-need insurance plan?” IF YES: “There are limitations with pre-need insurance plans, so getting an additional final expense plan is a logical choice especially if you’d leave behind medical bills, attorney’s fees, taxes, or any debt. Having a final expense plan is the safest way to ensure that remaining debts are covered in the way you want.”

I have savings for that.

“That's great that you have savings. Although, I want to share with you that the number one cause of bankruptcy in the US is medical debt. Disease, illness, and injury are unpredictable, and a single hospital stay could wipe out a lifetime of savings. You never know when you’d need to suddenly withdraw from your savings so it's best to consider getting a plan.”

Can my son/daughter also get benefits?

“It would depend on several factors. Let’s get you over to a benefits specialist in your state so they can give you specific information about that.”

Educational Rebuttal (1)

“Well with the uncertainty of the world today, it’s really important for us to be prepared at all times. Health insurance can be FREE or very affordable and can take stress away from you & your family members. Let's get you over to my specialist so you have peace of mind that you have everything covered if the unexpected ever happens. Sound fair enough?”

I’m not working now but I’ll return soon.

“That’s alright, give us a callback when you're ready to consult with a benefits specialist in your state to see what you are eligible for”

I already get that from the VA.

“That’s great that you have that! Thank you for your time”

“I have Workers’ Compensation.”

Ask follow up questions: does that include health insurance? are you getting any healthcare benefits through them? IF NOT, you can still continue...

“That’s great that you have that! Though it’s still a wise move to check with a specialist in your state to see what benefits you are still eligible for even if it’s reduced. I can get you over to an expert now to help you check.”

I don’t speak English.

If Spanish, switch to Spanish script and continue.

If any other language, “Thank you for your time today”. Disposition as Disqualified

Does this apply to me only if I have disability?

“You can check if your state has programs for partial or short-term disability.

But it’s still a wise move to consult with a benefits specialist if your condition does fall under that category and if you can possibly be eligible for maximum disability benefits. I can transfer you over to an expert right now.”

I can’t right now. I’m driving.

"No problem, we will call you back at a more convenient time. Thanks for taking my call and drive safe."

NOTE: Select appropriate Callback time and Disposition based on their availability. If lead hung up before setting up a time, disposition as Busy.

I’m on a Do Not Call list. Take me off your list!

“Mr.(s)_____, I understand your request. I just want to let you know that I am calling today because of the information you requested about benefits. The benefits specialist can help you check your eligibility and see if you can maximize this. Would you want us to continue with the call? It’s easy and you’ll be off the phone in no time.”

YES

NO

Follow up question if the customer would be okay to continue with the call: “Do you still want to be put on the Do Not Call list after we finish our call?” If they say YES, after processing as Sale/Conversion – still tag as DNC

“Sure, we can do that for you, it would take 24-48 hours to ensure that your phone number gets completely removed from all the calling lists. Thank you so much for your time! Have a great day!”

I don’t need life insurance I will donate my body to science

“That's a wise decision, actually. Although, it's also good to ensure that if something happens to you, your family will be taken care of financially.”

I’m looking to get SSI.

Ask some probing questions: do you currently have an income of 15,000-50,000 yearly? If yes, continue to qualify. If not: “I see. You may contact Social Security and inquire about SSI via the website www.ssa.gov/benefits/ssi or call 1-800-772-1213 between 8:00 a.m. – 7:00 p.m., Monday to Friday.”

If they refuse: go to FE Downsell

"Where are you located?" "Where are you from?"

Provide any location within the US that you're familiar with

My kids are insured; they will cover for my Final Expenses under their insurance

“That's great! But you know what, plans may differ per company and there may be limitations. It’s best to check recommendations and if there are plans that would benefit you and the family, and make sure your final wishes are honored. Just let them know what you want, and they’ll recommend a policy that works best for you."

Educational Rebuttal (2)

“Well (First Name), ACA Health Insurance is very simple. It's an affordable way to safeguard your health if something happens to you. Let's see if you qualify for FREE health insurance. Let me transfer you over so you can get details on all this and see if it’s a good fit for you… ”

They're not here (and the person on the phone is not eleigible)

“Do you know when we can get a hold of Mr. Smith?”

YES

NO

Ask for a good call-back time “What would be the best time to call?” Schedule Call Back during Wrap Up

“Thank you for your time”

I don’t want to give you that information.

“Don’t worry, all information is kept in a secured, encrypted database for your protection. We just need some basic details so we can help you get the information you need about your benefits. I just need to ask…”

Go back to qualifying questions!

Are you with Social Security?

“No, ma’am/sir, we are not. We’re from The National Health Advisors.”

General “no/ I’m not interested.”

“You can try and at least hear the specialist out to see what benefits you are eligible for and if you can maximize them, right? Again, it’s a free no obligation consultation and a great opportunity for you to make sure you get what you need right now.”

I don’t have a family.

“There must be at least someone who'll take care of your funeral when you pass, like a friend or anyone.” “Well, I'm pretty sure you have friends or someone who you could trust right? What is good about having a final expense life insurance is that you could choose your own your beneficiary...”

I’m too busy to talk. I don't have time right now.

1st Response: “I see, let's save you time then - the call is easy, it only takes about 5-10 minutes to see if you’re eligible for that FREE insurance. I assure you this going to be worth your while.”

2nd Response (Lead says NO) “I see. No worries. Let’s find a better time when you can get the information you asked for. What would be the best time to call you back?

I let my family pay for it.

“Well, it's good that your family has enough money or savings but just imagine how much time they’d need to spend on the preparations. Instead of processing the final arrangements and other expenses why not give them the time to honor your final wishes. They need time to heal and space for grieving.”

I’m a Veteran. I have TRICARE/Medicaid/ Social Security Disability Benefits, so I’m good.

“Sounds like you're all taken care of, thank you for your time.”

I already have that I already have existing plans

“That’s great!Thank you for your time.” Disposition as Disqualified.

Can you get me your supervisor?

”I will get you a supervisor right away. While we are waiting, maybe this is something I can assist you with. I’m pretty confident that I can help.”

NOTE: Even while de-escalating, DM your supervisor right away. If necessary, move onto DNC Procedures.

I’ve done this before. I’ve spoken to someone about this. I'm not eligible.

“I see that this is the first time we called you. You can still possibly get some benefits, so it’s best to check with an expert, right? It’s a free consultation with a benefits specialist in your state, I just need to ask you a couple question...”

Can I get dental coverage? Is this going to change my monthly premium?

“That would be an excellent question for your Licensed agent, let me put you through, I just have to verify some information with you...''

Remember that any details on pricing or specific benefits can only be disclosed by the Licensed Agent