When 30 Seconds Isn’t Enough: Responding to Hesitation and Refusal

In our previous article, “30 Seconds or Less: Building Trust at the Front Door” we covered the importance of the first few moments of an unexpected visit: identify yourself, explain the reason for the visit, bring the subject’s guard down, and give them a reason to trust you.

But what happens when you do all that successfully – and the answer is still no?

They can give you a litany of reasons:

“This is a bad time.”

“I already talked to my adjuster.”

“I’m not signing anything.”

“This is a scam.”

Or, sometimes a door simply slams in your face. What’s the next move?

Resistance does not automatically translate to “no”. Part of our job to decipher which category where that resistance is coming from and address the concerns around it.

Hesitation: “I don’t know if I should sign this.”

Many people are afraid of signing something they may not understand. This is your chance to ask them what is holding them back from signing the document and attempt to address their concerns.

Confusion: “I already did all this.”

Maybe they have, or they may be confusing one document with another. As the claim progresses, subjects can be inundated with documents. Being patient and explaining the document can go a long way.

Delay: “I need time to review this.”

It’s understandable when a stranger shows up at your door, it can take some people aback. Attempt to answer any concerns. If the answer is still no, ask them for a good day you can follow up with them.

Evasiveness: “I’ll call my adjuster tomorrow.”

This may sound similar to delay, but repeated statements without action might indicate avoidance. Offer a sensible next step. Ask whether they would like to call the adjuster while you are there, if appropriate, or whether there are questions you can relay on their behalf.

Every form of resistance requires a different tactic and response. But before you can address it, you have to understand what the resistance actually is.

Regardless of the reason for hesitation, one of the most useful questions is simple:

“Do you have any concerns I can answer for you?”

That question can uncover the real reason behind the resistance and open up a conversation.

Maybe the subject is worried their insurance rates will increase. Maybe they think signing the document is an admission of guilt. Maybe they believe ignoring the issue will make it disappear. Or perhaps they simply do not understand what is being requested.

You cannot address a concern you have not uncovered.

Sometimes, allowing someone to explain what is concerning them is enough to move the conversation forward.

Sometimes, no matter how clearly you try to assuage the subject’s concerns, you might come to a standstill.

They may tell you that their adjuster never called them, or they aren’t at fault, or they thought this was already resolved.

You may be tempted to defend the carrier or correct their version of events – don’t.

You were not part of the conversation between the adjuster and the subject. It’s not your role to determine who is right or wrong. Instead, sympathize with them and let them know you understand their frustrations, and circle the conversation back to your visit.

Remember: you don’t need to win the argument. Your goal is to attempt to have a productive conversation and obtain any information that may be useful to move the claim forward.

Surprising a subject at home can be upsetting for some and make them feel as if their control was taken from them. They did not choose the day or time of the visit. They may not have been expecting anyone. If you arrive waving a document and demanding a signature, you will likely contribute to the resistance instead of easing it.

When possible, try to give the subject some control back in the conversation.

Offer to explain the document. Ask them if they have concerns. Offer to follow up on an agreed day and time. Every situation is different, but the principle still stands: this should feel like two people solving a problem, not one person forcing another.

Field investigators have probably heard every reason under the sun:

“My wife handles this.”

“I’m on my way out right now.”

“I’ve never been in an accident.”

And while the reason may not be believable, confrontation will not help.

Your job is to listen for the resistance and create a viable next step. Whether it’s letting the subject vent, or answering their concerns, you can map out your next move based on the resistance. When possible, leave the conversation with a clear next action to complete.

The line between persistence and pressure in a fine one and crossing it may damage whatever rapport you’ve built up with the subject.

Persistence means answering concerns, clarifying your role and request, and allowing someone space and time to read the document before opening up communications again.

Pressure, however, is different.

This may present as listing ramifications if they don’t sign, repeatedly demanding a signature, or creating unnecessary fear.

Your goal at that moment is to create an opportunity for cooperation, not applying pressure.

Some subjects will stand firm on “no.”

Your responsibility is to ensure you clearly explained who you are, why you are there and why they should sign. Givet hem an opportunity to respond.

If you’ve done all that and they still refuse, then your objective changes.

Repeatedly asking them to sign is unlikely to produce any results and instead may escalate the situation.

A refusal does not make the mission unsuccessful. You acquired more information so that the adjuster can recalibrate their tactic or needs accordingly.

You might leave a visit without a signed document, but you won’t leave empty-handed.

Following the visit, determine if the subject unable to sign, unwilling to sign, or if it was unconfirmed. It’s important to document the interaction along with the type of refusal as this provides information to the adjuster on how to proceed.

Sometimes the subject wants to confer with an attorney or a family member and that is different from a flat out refusal. These distinctions matter. Ensure you document what occurred, what was said, and create a next actionable step.

You traveled to your subject’s house to get a document signed, but left empty handed.

But what have you learned from your interaction with the subject?

Whether the subject retained counsel, or they moved, or would rather communicate via email, these are all important things to document and bring back to the adjuster.

This is all information they did not have before.

Fieldwork can help close the gap between the adjuster and the subject simply by obtaining real world information. Sometimes closing that gap means successfully obtaining the subject’s signature. Sometimes it’s a fact-finding mission and finding a new path forward to reconnect with the subject in the future.

The first 30 seconds of your visit and obtaining a subject’s trust remains unequivocally important. But the path to get there may look different in every situation.

Listen before you persuade; identify the resistance before you counter; explain the why to ease fears or concerns; and respect the subject’s choice no matter what that may be.

The first 30 seconds may open a conversation; what you do after will determine if you leave with information that helps move the claim forward.

Author Bio:

Annette San Roman is a Case Manager I in Hodson P.I.’s Locate Department, where she supports senior case managers by handling assigned investigations and helping ensure cases move forward efficiently and accurately. Her responsibilities include conducting fieldwork throughout Southern California, contacting witnesses, completing research and documentation, and managing administrative and reporting duties in support of active investigations.