How to Respond When a Patient Says, “I Just Want to Use My Insurance”

In this episode, Dr. Danny Matta breaks down one of the most common (and frustrating) objections in the cash-based PT world—when a patient says, “I want to use my insurance.” Learn how to respond with confidence, empathy, and strategy.

🎯 Key Takeaways: 1. The Landscape Has Changed

• Patients are more informed now—high deductibles, HSA plans, and more out-of-pocket costs are common.
• This creates opportunities to position cash-based care as the better option.

2. Agree and Redirect

• Never be confrontational. Use phrases like: “Totally get it—I have insurance too.”
• Ask if they know their deductible or what their insurance actually covers.
• Educate them that many people are paying out of pocket whether they’re in-network or not.

3. Highlight the Difference in Care

• Traditional PT = high volume, generalist, low face time, limited equipment and customization.
• Cash-based PT = one-on-one, specialized, concierge-level care with better outcomes and communication.
• Reframe the conversation around value, not just cost.

4. If They Still Say No—Lead with Value

• Follow up with a thank-you email and a helpful exercise video based on their issue.
• Check back in 1–2 weeks to ask how they’re doing.
• Often, this simple follow-up brings them back after they realize the difference in care elsewhere.

5. The Triathlete Story

Danny shares how a competitive triathlete left to use insurance, only to return after being handed a generic exercise sheet. That client went on to become one of their best long-term patients.

💡 Tips to Apply Today:

• Have the money and insurance conversation before they walk in your door.
• Never take it personally—always follow up.
• Use these conversations to educate, not sell.

🚀 Want to Convert More Patients Without Insurance?

Learn how to build a thriving cash-based clinic that doesn’t rely on insurance: ✅ Visit PhysicalTherapyBiz.com ✅ Book a Free Discovery Call