Turning “Let me check my insurance” into “Let’s get started”

You’ve diagnosed urgent dental needs. You’ve laid out a clear treatment plan. You’ve explained everything thoroughly. And then you hear it:

“I’ll do it… if my insurance covers it.”

It’s one of the most frustrating—and common—barriers to case acceptance. Insurance-driven patients often delay or decline care they need right now, simply because they don’t see a line item for it in their benefits booklet.

So how do you change that? How do you influence patients to move forward with the treatment they truly need, even when insurance isn't on their side?

Here’s how to shift the conversation, build trust, and increase case acceptance—even with insurance-focused patients.

1. Reframe the Role of Insurance—Early and Often

Most patients believe their dental insurance is a healthcare plan. It’s not—it’s a benefit, not a treatment plan.

The sooner you reframe their understanding, the better.

Use this script:
“Dental insurance is designed to help with the basics—it’s like a coupon, not a complete care plan. The decisions we make today are based on what’s best for your health, not just what your plan happens to cover.”

Say this before you present the treatment plan—so patients aren’t blindsided when something isn’t covered.

2. Shift the Focus from Coverage to Consequences

Patients often say no to treatment because they’re focused on what it costs today—not what it will cost them if they wait.

Don’t just explain what needs to be done—explain what happens if it’s not.

Example:

“This tooth is infected. If we don’t treat it now, the infection can spread and may eventually lead to an extraction. That means more pain, more cost, and more time in the chair. Catching it now lets us save the tooth—and save you from bigger problems later.”

Use simple, cause-and-effect language. Make the risk of waiting feel real and relevant.

3. Use Emotion, Not Just Education

Dental teams are great at educating—but information doesn’t always lead to action. Emotion drives decisions.

Instead of only explaining procedures and insurance codes, tell a story or tie it back to the patient’s personal goals:

“I know you’ve been wanting to feel confident smiling again. This treatment is going to get you there. Insurance might help a little, but the real value is in what this will do for your health and confidence.”

When patients connect the treatment to their quality of life, they’re more likely to commit.

4. Make Finances Easier to Say “Yes” To

If insurance won’t cover something, make sure your team is equipped to remove the financial barrier, not just explain it.

Your team should be confident presenting:

• Third-party financing (CareCredit, Sunbit, etc.)

• In-house membership plans (for uninsured/underinsured patients)

• Payment plans for urgent cases

• Estimates showing how little the monthly cost can be

Tip: Don’t just say, “The total is $1,200.” Say,
“Your total is $1,200, but with financing, it could be as little as $99/month. We can get started today.”

5. Train Your Team to Reinforce the Message

Your treatment presentation doesn’t live in isolation. The front desk, the assistant, the hygienist—they all influence the patient’s perception.

Train your team to:

• Avoid saying “Let’s see what insurance will cover” before a diagnosis is made

• Speak confidently about the importance of treatment, not just the cost

• Reinforce that you recommend treatment based on health needs—not insurance limits

Consistency in messaging builds trust and eliminates mixed signals.

6. Follow Up—Because “No” Often Means “Not Yet”

When a patient delays treatment, don’t give up—follow up with compassion and consistency.

Sample follow-up call:
“Hi [Patient Name], we’re just checking in to see how you’re doing and if you’ve had any more thoughts about getting that infection taken care of. We’re here to help whenever you’re ready.”

Stay present. Stay supportive. Patients often move forward later—if you stay in touch.

Final Thoughts: Lead with Health, Not Insurance

Yes, insurance matters to patients—but their health matters more. And it’s your job to help them see that.

By leading with clinical integrity, emotional connection, and a simplified financial path, you shift the conversation from “What’s covered?” to “What’s best for me?”

That’s when case acceptance rises.
That’s when treatment plans turn into scheduled appointments.
That’s when you practice dentistry on your terms—not the insurance company’s.

Benjamin Tuinei

Founder - Veritas Dental Resources, LLC
Phone: 888-808-4513

Services:
PPO Fee Negotiators | PPO Fee Negotiating | Insurance Fee Negotiating
Insurance Credentialing | Insurance Verifications

Websites:
www.VeritasDentalResources.com | www.VerusDental.com