LAC Playbook

Cost & Insurance Objections

The #1 reason people don't seek help. ~180 objections in our data.

Recognition Signals

  • "What's the cost?" / "I don't have insurance"
  • "Will my insurance cover this?"
  • "I can't afford that"
  • Concern about deductibles, out-of-pocket maximums
  • Comparing prices with competitors
  • Insurance coverage uncertainty

Primary Response Scripts

When You DON'T Take Their Insurance

"Yeah, we don't take [Insurance] directly, but that's actually good news because I work with several facilities that do. Let me get you connected with someone who can help immediately. Where are you located?"

Why it works: Reframes rejection as redirection. Caller feels helped, not rejected.

When You DO Take Their Insurance

"What type of insurance do you have? Let me verify your benefits right now. I can have an answer for you in about five minutes. That way you'll know exactly what your out-of-pocket costs are—deductible, copay, everything."

Why it works: Removes uncertainty immediately. Shows efficiency.

Transparent Pricing

"Without insurance, it's $2,000 per day with a minimum seven-day stay. So you're looking at $14,000 baseline. But if we can get your insurance verified, many plans cover 80-100% of treatment."

Why it works: Honesty builds trust. You're not hiding costs.

By Caller Type

For Self-Callers

  • Lead with: "Let me check your insurance while we talk. This could mean you pay nothing out of pocket."
  • Reframe cost as investment: "The cost of NOT doing this is way higher—your job, your health, your relationships."
  • Use FMLA protection angle: "Your job is protected. Many employers have insurance that covers treatment completely."

For Loved Ones

  • Lead with: "Let's figure out the financial piece so you can focus on the clinical part."
  • Address their guilt: "The financial burden shouldn't be another stressor you're carrying alone."
  • Emphasize family insurance benefits: "Many family plans cover behavioral health at high percentages."

What to AVOID

  • "Don't worry about the cost, insurance will cover it" (False promises destroy trust)
  • "Other places charge way more" (Defensive positioning)
  • "If you can't afford it, you probably can't afford not to go" (Manipulative)
  • Defensive tone when you can't take their insurance
  • Over-apologizing for cost ("I'm so sorry this is expensive")

Success Metrics

Approach Impact
Insurance verification in real-time 92% caller satisfaction increase
Honest pricing transparency 78% stayed on phone vs. 45% with vague costs
Redirect to in-network facilities 68% conversion when positioned as specialist