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CSR and Telemarketer Guideline

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 ...

  • Attempt to solicit the sale of any type of insurance product
  • Give advice or describe the characteristics or coverage of an insurance product

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
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