DIFS - Guidance for Telemarketers and Customer Service Representatives

Telemarketers MAY...

Set up appointments or obtain expiration dates of policies from consumers who they call
Provide information about the insurance producer agent or agency, and offer to send out brochures about a producer's insurance services
Give a licensed producer the name and telephone number of an interested customer

Telemarketers SHALL NOT ...

Unlicensed personnel within the confines of the producer's main office, including customer service representatives, MAY ...

Hand out brochures
Receive premiums in the office of your employer
Secure x-dates from potential customers
Give general information on the availability of products and services
Inform the client of the presence of a licensed producer on the premises
Record information on the application, BUT unlicensed personnel may not sign the application
Refer a client to licensed personnel if the client is unable to complete the application without further assistance
Introduce the client to a licensed producer
Set appointments for clients with a licensed producer
Give a client the location and phone number of an insurer
Give a client the name and phone number of a licensed producer
Give a licensed producer the name and phone number of an interested customer
Quote policy rates
Transact the servicing of policies with the insurer
Make changes to existing policies directly with a client
Set up policies of insurance
Invoice insurance transactions
Take claims information and forward the information to the insurer
Receive completed applications and checks made payable to insurers
Deposit a check into the insurer's premium account
Attach a receipt to an application
Forward a signed application and transaction receipt to the licensed producer

Unlicensed office personnel SHALL NOT ...

Solicit customers to purchase insurance or annuities
Discuss, interpret or elaborate upon the information contained in the brochure, application or other sales literature
Give advice or describe the specific characteristics or coverages of an annuity or insurance product
Discuss rates, sales charges, or tax treatments of any product or attempt to answer any insurance or annuity questions; customers who request additional information must be referred to a licensed producer
Sign an insurance application using his or her own name or a producer's signature stamp
Receive any compensation which varies with the volume of applications or premiums