THH 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

Insurance Rejection Recovery Scripts

When you can't take their insurance, these verbatim scripts from 572 successful calls show how to recover the conversation and help the caller anyway:

The Warm Referral Pivot (Tyler Glass)

"Man, you know what? Our facilities don't work with Oscar directly, but I do work with a couple facilities that do, man. Do you want me to help you find them?"

Why it works: Agent didn't try to overcome objection or push out-of-network option. Instead, offered genuine help finding in-network facility, which built massive trust and kept caller engaged.

The "Good News" Reframe (Jake Smith)

"And better. So, unfortunately, we do not. Where are you located? Are you in Nashville? Or... We do have a few facilities that we work with, that we can get you connected with, though."

Technique: Delivers bad news quickly without over-apologizing, immediately asks qualifying question about location, and offers concrete alternative. Prevents caller from disengaging.

The Insurance Quirk Script

"No. No. It's just... so we have three other facilities in Tennessee. But for whatever reason, Blue Cross Blue Shield of Tennessee doesn't like to pay for treatment in Tennessee. It's super crazy. Like, there's definitely other places, you know, that you could go. Right? But they would want, like, probably $8,000 out of pocket, right, for you to go there."

Why it works: Blames insurance company, not facility. Creates stark financial contrast ($8,000 vs $0). Positions it as insurance quirk rather than facility limitation.

The "I Work With Several" Bridge

"Man, you know what? I work with a number of facilities that do. Where are you located right now?"

Frequency: 2+ occurrences | Immediately removes insurance as a barrier and moves conversation forward to qualification.

Insurance Commiseration (Jake Smith)

"Yeah. Yeah. Yep. Yep. I, insurance is, always changing, and they're always trying to find themselves ways to save money, if that makes sense. So they're looking out for themselves. You know, I just had back surgery myself. I have Blue Cross Blue Shield of Tennessee, and it was Jake, you know, a lot of the stuff they didn't wanna cover."

Impact: Validates frustration, shares personal story with same insurance company, creates common enemy (insurance company), builds rapport through shared negative experience.

The Seamless Referral Close

Caller: "So we can't take your insurance?"

Agent: "No. We can't. But I do have a facility that can. Okay?"

Why it works: Turns potential rejection into seamless referral. Maintains control and confidence throughout. Caller never feels abandoned.

When the Caller Can't Afford Out-of-Pocket

"That's what I'm trying to figure out if the insurance that I have right now will work because if it doesn't, I'm going to go get a different plan because there's no way I'll be able to afford it on my own."

Agent response: "Yeah. It's expensive. What what do you have now?"

Technique: Validates concern without dwelling on it, immediately moves to solution-finding by asking for specific insurance information.

The Cost Verification Promise

"What is it? Yeah. Cigna? Okay. Is that through your employer there? I can check it. I can verify it right now and tell you within five minutes... they can cover 100% of treatment minus, like, a deductible or something like that... That's another stressor as well that can be brought in."

Impact: Removes uncertainty immediately by offering to verify now. Sets positive expectation about coverage. Reframes the concern as another stressor they could help eliminate.

Direct Pricing Scripts

When asked about cost, be direct and specific:

"It's typically 10,500 for a seven day detox."

Agent: Tyler Glass | Why it works: Direct, confident pricing without apology or justification. No hesitation that might create doubt.

"If you pay out of pocket, it's 21,000 for the thirty days. But if you don't, you know, it doesn't cost you anything if you go to our Lexington campus. Doesn't cost any money at all."

Technique: Creates stark financial contrast that reframes the alternative location as the smart choice rather than an inconvenience.

Key Insight: The best agents treat insurance rejection as an opportunity to demonstrate genuine helpfulness. By finding alternatives instead of ending the call, they build trust that often leads to referrals and future business.