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

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