Top 3 Pushbacks From Prospects (And How to Overcome Them Without Breaking the Flow)

If you’ve spent any time talking to insurance prospects, you’ve heard these before. The same hesitations come up again and again, and none of them mean the prospect isn’t interested. Most of the time, they just need a little reassurance (and the right framing).

Here are three of the most common pushbacks we hear, plus simple ways agents are successfully moving past them using Canopy Connect.

“I don’t know my username and password.”

This one comes up all the time, and honestly, it’s completely fair. Most people don’t log into their carrier portals very often.

The key here is normalization and momentum. A response like this works well:

“That’s totally understandable. It happens to me too. How about we spend five minutes figuring it out together right now?”

From there, guide them toward something familiar, like online bill pay. If they have that set up, resetting a password usually takes just a click or two. If they don’t have an account yet, Canopy guides them through creating one and then drops them right back into the flow. Let them know they’ll be redirected to their carrier’s secure portal and that this quick step can save at least 30 minutes of digging through paper documents later.

You’re not asking for extra work. You’re offering to save them time.

“I’m not tech savvy.”

This pushback is usually less about technology and more about confidence. The trick is to reframe what “tech savvy” actually means.

Try grounding the conversation in something they already do:

“Do you ever check your bank account online or through an app on your phone?”

If the answer is yes (and it almost always is), you’ve already won. Let them know they’re doing the same thing here, nothing more complicated. Reassure them that you can walk through the process together, step by step, and that you’ll stay on the line the whole time.

When prospects realize this will take five minutes instead of thirty—and that they’re not on their own—the hesitation usually fades fast.

“I just want to give you my information over the phone.”

This is where transparency matters. Acknowledge the preference first, then explain why digital verification exists.

Something like:

“I completely understand wanting to share this directly. Insurance documents can be overwhelming, especially if you’re not in the industry.”

Then explain the value. With secure digital verification through Canopy Connect, agents get faster, more accurate data—often catching coverage details that can be missed when reviewing documents manually. That means fewer follow-ups, fewer errors, and a quicker path to an accurate quote.

The emphasis shouldn’t be on the technology itself, but on what it does for the client: speed, security, and peace of mind.

At the end of the day, these pushbacks aren’t objections. They’re opportunities. When you meet prospects where they are, speak their language, and clearly explain the why, connecting accounts becomes the easiest part of the conversation.

And that’s exactly how it should feel.