Top 5 compliance considerations

Obtain consent. This is not achieved by simply having a number provided by the consumer or by purchasing a lead from a lead generation source. Instead, the consumer must positively agree to receive promotional calls/texts by automated means from a specific company. This is done through a clear disclosure and often accompanied by an unchecked checkbox.
Honor opt-outs. This seems obvious, right? Provide instructions on how to opt-out and look for other phrases like "stop/quit/cancel." If a consumer says to stop calling them, this should be honored across texting channels, as well. Opt-outs should be honored immediately with the most common texting and calling platforms.
Keep records. If a complaint is received, companies want to be able to respond confidently, and records are the only way to do that. The vital records to maintain are calling and texting records (the phone numbers contacted, the date/time of the contact, and the content of the text or call recording), consent opt-in forms, and opt-out requests from consumers with dates. Ask yourself: what records do you need to prove you had consent, and what records prove you didn't call or text a consumer after they opted out.
Only call/text consumers between the hours of 8 AM and 9 PM, according to their time zone. Determine the consumer's location from their address and not their phone number due to cellphone mobility. If a call/text occurs to a California number at 8 PM, but the phone owner lives in New York, a few complaints may be coming.
Monitor compliance with these items. Another one that seems obvious, yet most companies fail to do so, and one can see what happens by reading the above. It's a virtual guarantee that issues will be with most audits.

Paul Gipson is the director of marketing compliance services for CompliancePoint. To contact CompliancePoint, send an email to connect@compliancepoint.com or call (770) 255-1100.

Special Reports /

Calling & texting: How insurance companies can be compliant

Related Stories

Recommended For You