"Do You Take [X] Insurance?"

The Objection

"Do you take Blue Shield?"
"I have Medicaid. Do you work with that?"
"Do you take [specific insurance company]?"

What They're Really Asking

The Principle

The straightforward answer ("Yes, we take Blue Shield") creates false reassurance. The caller might have a specific Blue Shield plan you DON'T take. They think they're covered when they're not. Then 2 weeks later they feel betrayed.

The Response

Full Script (Version 1):

"We work with most major insurance plans, but coverage depends on the level of care someone qualifies for. [ACKNOWLEDGE]

Are you calling for yourself or for someone else? [RETURN]

What insurance company? [Let them answer.]

The best way to answer your insurance question accurately is to verify benefits. I can do that right now while we talk."

Alternative Script (Version 2):

"We work with most major insurance plans. That said, every plan is different — even within the same company. [ACKNOWLEDGE]

So what I need to do is verify yours specifically. [PIVOT]

Are you calling for yourself or a loved one? [RETURN]

And what's the insurance company name?"

Transition to Qualification

Once they give you the insurance company:

"Is that through your employer, or is it state-provided? [Let them answer.]

I'll check on that for you right now while we talk. In the meantime, let me get some other info I need..."

Continue qualification. The insurance check becomes background work, not the focus of the call.

What NOT to Do

Special Considerations

If they have Medicaid/Medicare:

If they mention a specific concern:

Caller: "I have Blue Shield, but last time I called a facility they said they didn't take my plan."

You: "I hear you — that's frustrating. Every facility works with different plans, and even within Blue Shield there are tons of variations. What I can do is verify your specific plan right now, so we know for sure whether we can work with it. Are you calling for yourself or a loved one?"

Example in Action

Caller: "Hi, I need to know if you take Aetna before I go any further."

You: "We work with most major insurance plans. That said, every plan is different — even within the same company. So what I need to do is verify yours specifically. Are you calling for yourself or a loved one?"

Caller: "For myself."

You: "Okay. And you said Aetna — is that through your employer or is it state-provided?"

Caller: "Through my employer."

You: "Perfect. I'll verify that for you right now while we talk. In the meantime, let me get your name and a couple other basics so I can pull up your benefits accurately. What's your full name?"

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