10 Common Client Objections and How to Handle Them

You've heard them all before.

Table of Contents

• Objection 1: "It's Too Expensive"
• Objection 2: "I'll Think About It"
• Objection 3: "Insurance Is a Scam"
• Objection 4: "I'm Young and Healthy"
• Objection 5: "I Have SHA / NHIF"
• Objection 6: "I'll Use Savings Instead"
• Objection 7: "My Employer Covers Me"
• Objection 8: "Let Me Talk to My Spouse"
• Objection 9: "I've Had Bad Claims Experience Before"
• Objection 10: "I Don't Have Time Right Now"
• The Objection-Handling Framework
• Practice Makes Perfect
• Your Action Items
• Next Steps

Objection 1: "It's Too Expensive"

This is the most common objection. But it's rarely about the price.

What they're really saying: "I don't see the value yet."

How to respond:

"I hear you — it is an investment. But let me ask: what would happen if you needed surgery tomorrow? One appendix operation at Nairobi Hospital costs KES 400,000. This cover costs KES 60,000 per year. Which would you rather pay?"

Then: "What if I showed you a plan that's within your budget? What range works for you?"

Why it works: You're reframing cost as investment, showing consequence, and opening a door to alternatives.

Objection 2: "I'll Think About It"

Translation: "I'm not convinced enough to decide now."

What they're really saying: "I need more time" or "I don't trust you yet" or "I have unanswered questions."

How to respond:

"That's fair. Most of my clients needed time to decide too. But help me understand — what specifically do you need to think about? Is it the coverage, the price, or something else?"

Then address what they mention.

If they can't specify, try:

"In my experience, when someone says 'I'll think about it,' there's usually something I haven't explained well. What's holding you back?"

Why it works: You're surfacing the real objection so you can address it now.

Objection 3: "Insurance Is a Scam"

This one stings. But it's more common than you'd think.

What they're really saying: "Someone I know had a bad experience" or "I don't trust insurance companies."

How to respond:

"I understand why you feel that way. There are bad experiences out there. Can I ask — has someone you know had a claim rejected?"

Listen. Then:

"Here's what I promise: I'll explain exactly what's covered and what's not, upfront. No surprises. And if a claim ever gets stuck, I personally follow up. That's the difference between buying from an agent vs. online."

Why it works: You're acknowledging their distrust, asking for specifics, and positioning yourself as their advocate.

Objection 4: "I'm Young and Healthy"

The invincibility objection. Very common with 25–35 year olds.

What they're really saying: "I don't see the immediate need."

How to respond:

"That's actually the best time to get cover. Two reasons: First, premiums are cheaper when you're young. A 28-year-old pays KES 35,000. A 45-year-old pays KES 65,000 for the same cover. Second, if you develop any condition now, you're covered from day one. But if you wait and get diagnosed with something, it becomes a pre-existing condition — and insurers either exclude it or charge more."

Why it works: You're showing them that waiting costs more money and more risk.

Objection 5: "I Have SHA / NHIF"

This is a legitimate point. SHA is mandatory and does cover basics.

What they're really saying: "I already have something. Why pay twice?"

How to respond:

"SHA is great for basics — and you're already paying for it. But let me ask: would you be okay in a general ward with 6 other patients if you needed surgery? Or would you prefer a private room at Aga Khan?"

Then:

"Private insurance gives you choice. You pick your hospital, your doctor, and you skip the queues. SHA is your foundation. This is your upgrade."

Pro tip: Recommend SHA top-up plans if they're budget-conscious. "You don't need full private cover — just enough to fill SHA's gaps."

For more on this, share: SHA vs Private Insurance: When You Need Both

Objection 6: "I'll Use Savings Instead"

The self-insurance objection.

What they're really saying: "I think I can handle medical expenses myself."

How to respond:

"How much do you have set aside for medical emergencies? ... And do you know what a week in ICU costs? At Nairobi Hospital, it's about KES 150,000 per day. A 7-day stay would be over KES 1 million. Cancer treatment runs KES 2–5 million. Kidney dialysis is KES 20,000 per session, twice a week."

Then:

"Savings are for planned expenses. Insurance is for the unplanned ones that could wipe out everything you've saved."

Why it works: The numbers create urgency. Most people have no idea how expensive serious illness actually is.

Objection 7: "My Employer Covers Me"

Common among salaried employees.

What they're really saying: "I'm already covered through work."

How to respond:

"That's great — group cover is a good benefit. But let me ask: do you know exactly what it covers? What's the inpatient limit? Does it include your family? What happens if you leave the job?"

Then:

"Most employer covers are basic. And they end the day you resign or get retrenched. Personal cover follows you everywhere. It's yours."

Why it works: You're showing gaps they haven't considered.

Objection 8: "Let Me Talk to My Spouse"

Valid — but also easy to lose momentum.

What they're really saying: "I can't decide alone" or "I need backup."

How to respond:

"Absolutely. It's an important family decision. Would it help if I spoke to both of you together? I can answer their questions directly."

Or:

"What questions do you think they'll have? Let me give you the information so you can explain it to them."

Then:

"When would be a good time to follow up after you've talked?"

Why it works: You're staying in the process, not getting pushed out.

Objection 9: "I've Had Bad Claims Experience Before"

They bought insurance, had a claim, got frustrated.

What they're really saying: "I don't trust that I'll get paid."

How to respond:

"I'm sorry that happened. Can you tell me what went wrong?"

Listen. Then:

"Here's what I do differently: Before you sign, I walk you through exactly what's covered and what's excluded. No fine print surprises. And when you have a claim, I'm the one calling the insurer to push it through. You're not alone in this."

Why it works: You're positioning yourself as the solution to their past problem.

Objection 10: "I Don't Have Time Right Now"

The polite brush-off.

What they're really saying: "This isn't a priority" or "I don't want to deal with this now."

How to respond:

"I get it — you're busy. But here's the thing: setting up insurance takes 15 minutes. And it could save you months of financial stress if something happens. Can we just do a quick 10-minute call? I'll handle all the paperwork."

Or:

"When would be a better time? I can call you back when it's convenient."

Why it works: You're reducing the perceived effort and keeping the door open.

The Objection-Handling Framework

Use this for any objection:

1. Acknowledge — "I understand" / "That's fair"
2. Clarify — "Help me understand..." / "What specifically..."
3. Respond — Address the real concern
4. Redirect — "What if I showed you..." / "Can we look at..."
5. Confirm — "Does that make sense?" / "What questions do you have?"

Practice Makes Perfect

Read these scripts. Then practice them out loud.

The first few times you use them, they'll feel awkward. That's normal. By the 10th time, they'll flow naturally.

The best agents I know have practiced their responses so many times that objections don't faze them anymore.

Your Action Items

1. Identify your 3 most common objections
2. Write your response scripts
3. Practice with a colleague or friend
4. Track which responses work best
5. Use BimaSasa to quickly pull alternative quotes when budget is the objection

Next Steps

• Save this article for reference during client calls
• Practice one objection response per day this week
• Read: How to Build a Referral Network