Its when these people find a better deal that they regret the lack of liquidity of their existing annuity or their situation changes.
Many times it's due to a family member or another agent that causes these people to have "regrets". Anytime I'm dealing with a single person who is retired, I ask questions about family members and whether or not they help them with their finances. If there's even a remote possibility that they do, I reschedule the appointment to when that person can be involved as well.