This is the moment most agents lose the call:

Client: “My meds are too expensive.”
Tone: angry, stressed, done with the conversation.

Agents freeze because they don’t want to argue.
They also don’t want to agree and lose the sale.

You don’t need a perfect answer.
You need a pressure release valve.

That’s what this post gives you:

• An Empathy Script that validates without blaming the client or the plan
• An Expectation Script that resets reality for 2026 without sounding cold
• A 3-question intake strategy to prevent this objection before it happens

Bookmark this. These lines save calls.

Goal: lower emotion so the client can think again.
Use this when the client is frustrated, loud, or repeating themselves.

The exact words

• “I hear you. Prescription costs are stressful, especially when you’re trying to budget month to month.”
• “You’re not wrong to be frustrated.”
• “Let’s slow down for 30 seconds so I can understand what’s driving the cost.”

Then ask one clean question: “Which medication is hitting you the hardest right now?”

Why it works

• You’re not correcting them.
• You’re not defending the system.
• You’re getting permission to move into problem-solving.

What NOT to say

• “That’s just how it is.”
• “Are you sure you’re taking it correctly?”
• “Well the plan covers it, so…”
  Those lines make people feel stupid. Angry people don’t buy.

Goal: stop the “I want $0 meds” expectation without killing trust.
Use this after empathy, once the client calms down.

The exact words

• “Here’s the honest truth: no Medicare plan eliminates drug costs for everyone.”
• “But 2026 does give you more protection than before, because there’s now a yearly ceiling on what you pay for covered medications.”
• “So our goal is simple: get you into the plan that keeps your costs predictable and prevents runaway pharmacy bills.”

Then pivot: “If I ask you three quick questions, I can steer you toward the best match instead of guessing.”

Why it works

• You’re setting expectations without sounding dismissive.
• You shift the call from “complaining” to “solving.”
• You frame your role as protection and strategy, not price shopping.

Most “my meds are too expensive” explosions happen because the agent quoted a plan without the right Rx context.

Ask these three questions early—before you pull plans.

• Question 1: “What meds are you taking—name and dosage?”

Why: different dosages can change tiering and cost. If they don’t know the dosage:

“No problem. Tell me what’s on the bottle, or we can do a quick list from your pharmacy.”

• Question 2: “Do you take any brand-name or specialty medications?”

Why: these are the usual cost drivers. Translation line if needed: “These are the expensive ones that tend to spike pharmacy costs.”

• Question 3: “Which pharmacy do you prefer—and are you open to mail order?”

Why: pharmacy network pricing matters. You’re not forcing a change. You’re checking flexibility.

Optional follow-up (if they’re already mad about cost): “If we could lower the cost by switching pharmacies, would you want to see that option?”

This question gives control back to the client.

Here’s the default sequence when the client complains:

1. Empathy Script (calm the room)
2. One question (identify the cost driver)
3. Expectation Script (reset reality + introduce protection)
4. 3 intake questions (shift to process and solutions)
5. Quote with confidence

This turns a blow-up into a structured conversation.

If you want one short version you can use instantly:

“I hear you. Drug costs are stressful. Let’s take 30 seconds so I can understand what’s driving it.” “Which medication is the biggest problem right now?”

That alone will save a lot of calls.

When a client gets angry, most agents do one of two things:

• They go silent and lose control of the call
• They talk too much and start defending the plan

Both fail.

These scripts give you a default response when your brain blanks.

You’re not trying to win an argument.
You’re trying to keep the conversation moving.

And when you keep the conversation moving, you keep the sale alive.

If you take Medicare calls, you will hear this objection.

Bookmark this page.
Memorize the first two lines of the Empathy Script.
Use the intake questions before quoting.

Your goal isn’t perfect math.
It’s momentum.