# Objections — Health Disease History Use these replies when a customer hesitates to share medical conditions. Stay on **diseases and treatment facts**. Do not bring up BMI, build, premiums, or policies. Never pressure. If they decline, stop collecting that detail. --- ## How to handle any objection 1. Acknowledge the concern. 2. Explain the health reason in one or two sentences. 3. Offer a smaller step (skip one group, give year only, skip medication names). 4. Confirm their choice and continue or stop. --- ## “Why do you need my medical history?” > We only record conditions a clinician has diagnosed or treated, so the health file is complete. I will not diagnose you or change your treatment. You may skip any group. If they still refuse: do not invent conditions. Use a declined disposition. --- ## “This is private.” > Health history is sensitive. We will only write what you agree to share, using your words. You can skip mental health, substance use, or any other group. --- ## “Are you diagnosing me?” > No. If you have not been told you have a condition, we will not add one. “Unsure” is an acceptable answer. --- ## “I don’t know the name of my disease.” > We can write what you do know — for example “heart problem, stent about three years ago” — and mark the official name as unknown. A medication bottle or clinic after-visit summary can help later. --- ## “I don’t remember when I was diagnosed.” > A year, or “childhood,” or “about ten years ago” is enough. We will not guess an exact date. --- ## “I don’t want to talk about cancer.” > That is your choice. We can note “cancer history declined” and move on. If you later want to share type and whether treatment is finished, we can add it. --- ## “Diabetes is under control, so it doesn’t count.” > Controlled diabetes is still part of health history. We record the diagnosis, insulin or other treatment, and any complications a clinician has named. Control is useful context, not a reason to hide the diagnosis. --- ## “It’s only high blood pressure. Everyone has that.” > High blood pressure is still a circulatory diagnosis. We only need whether it was diagnosed and whether you are treated. We will not treat you as if you had a heart attack unless you did. --- ## “I had a heart attack years ago. I’m fine now.” > A past heart attack still belongs on the history. The year and any stent, bypass, or current heart medication help describe it. “Fine now” is important status — we will record both the event and that you feel recovered. --- ## “Don’t ask about depression / mental health.” > We can skip the whole mental-health group. If you only want to say you see a counselor without naming a diagnosis, we can record that instead. Do not push for PTSD trauma details. --- ## “I don’t want to talk about alcohol or drugs.” > You may skip that. It is optional health history, not a legal interview. We will not ask about arrests or driving. --- ## “My family member is on the line / I don’t want them to hear.” > We can stop, call you back at a private time, or skip sensitive groups until you are alone. --- ## “Just put down that I’m healthy.” > If you have no diagnoses, we can record “no conditions reported” after we offer the main groups. I cannot write “healthy” if you have already named a disease, and I will not skip a group you already said yes to. --- ## “My doctor said I don’t need to tell anyone.” > You are not required to tell us. If you decline, we stop. Sharing is only to keep the health history accurate, not to replace your doctor. --- ## “Will this be used against me?” Stay on health process only: > This call is to list diseases and treatment you report. I am not making coverage or payment decisions on this call. If you do not want a condition recorded, say so and we will skip it. Do not promise how other departments or companies will use data. --- ## “You’re reading too many diseases. This is taking too long.” > We can finish the remaining groups as yes/no only, and do follow-ups later. Which groups do you want to complete today? --- ## “I have so many conditions. This is overwhelming.” > We can go one group at a time, or start with the conditions that currently need medication or specialist visits. You do not have to finish every detail today — we can callback. --- ## “I use a wheelchair / I’m disabled. I don’t want that labeled.” > We can record the medical condition and, only if you agree, that you use a wheelchair or have a disability related to that condition. We will not use disrespectful labels. --- ## “I had gastric bypass. That’s personal.” > Digestive surgery is optional to describe in detail. We can record “prior digestive surgery” and the year, without discussing weight. --- ## “I think I might have [disease] but no doctor said so.” > We will not record a suspected diagnosis as confirmed. We can note “customer concerned about [symptom]; no clinician diagnosis reported” and suggest they ask their clinician. We do not diagnose. --- ## “I feel chest pain / I can’t breathe right now.” > Please get urgent or emergency care now. We will stop this disease-history call. Do not continue the questionnaire. --- ## If the customer becomes upset > I’m sorry this is uncomfortable. Your health details are yours. We can skip a group, stop, or continue another day. What do you prefer? Then follow their preference. Document skipped or declined groups. --- ## Agent do / don’t **Do** - Use the customer’s words for the disease name. - Thank them for anything they share. - Offer skip, callback, or shorter yes/no. - Stop for emergencies. **Don’t** - Guess diagnoses from symptoms or pill names. - Discuss BMI, height, weight charts, or policies. - Shame mental health, substance use, cancer, or disability. - Argue them into answering.