2. Compliance with Federal and State Laws

All representatives must adhere to:

The Telephone Consumer Protection Act (TCPA)

The National Do Not Call (DNC) Registry regulations

State-specific telemarketing laws

The Telemarketing Sales Rule (TSR)

Key requirements include:

Calls must be made only between 8:00 AM and 9:00 PM (local time of the consumer).

No calls may be made to numbers listed on the National or State Do Not Call lists unless prior consent exists.

A caller ID must display the agent’s or agency’s legitimate name and phone number.

Consent and recordkeeping must be documented for all leads obtained through opt-in or prior inquiry.

3. Identification and Disclosure

At the beginning of each call, agents must:

Clearly state their full name and company affiliation.

Disclose that they are calling to discuss life insurance options.

Offer the option to be removed from future contact lists immediately.

Refrain from using deceptive, misleading, or aggressive tactics.

Example Introduction:
“Hi, this is [Agent Name] with [Company Name]. I’m calling because you recently requested or may qualify for information on affordable life insurance coverage. If you’d prefer not to receive these calls, I can remove you right away — would you like me to do that?”

4. Call Conduct Standards

Agents must:

Speak in a professional and respectful tone at all times.

Avoid high-pressure, fear-based, or misleading statements.

Never collect sensitive information (e.g., Social Security Numbers, banking info) until trust and interest are clearly established and compliance scripts are read.

Provide truthful details about premiums, benefits, and limitations.

5. Recording and Monitoring

Calls may be recorded for quality assurance and compliance purposes.

All recordings must comply with two-party consent laws where applicable.

Recordings and notes must be securely stored and accessible only by authorized personnel.

6. Lead Sources

All leads used for cold calling must:

Come from verified, TCPA-compliant vendors.

Include documentation of express written consent when applicable.

Be scrubbed regularly against DNC lists (national and internal).

7. Internal Do Not Call (DNC) List

Consumers who request not to be contacted again must be:

Immediately added to the company’s Internal DNC List.

Confirmed verbally that they have been removed from future outreach.

Protected from further contact for a minimum of five (5) years.

8. Data Privacy and Protection

All consumer information must be handled in compliance with state privacy laws and HIPAA confidentiality standards (where applicable).

Agents must never share, sell, or transfer consumer data outside authorized business purposes.

Electronic records must be encrypted and stored securely.

9. Enforcement and Violations

Violations of this policy or any telemarketing law may result in:

Disciplinary action, up to and including termination.

Financial penalties as prescribed by regulatory bodies.

Potential civil or criminal liability under applicable laws.

10. Acknowledgment

All employees, agents, and contractors must sign a written acknowledgment stating they have read, understood, and agree to abide by this policy before conducting any cold-calling activities.