The following are the frequently asked questions on buying insurance from tele-marketers

Who are tele-callers and what are they supposed to do?

Tele callers are persons engaged by a tele-marketer for interacting with clients through distance mode. The tele-marketer’ is an entity registered with the Telecom Regulatory Authority of India under Chapter III of The Telecom Commercial Communications Customer Preference Regulations. Authorised verifiers employed by telemarketer/insurance broker shall have to undergo statutory training and pass the examination as required by IRDA. The tele-marketer shall have to comply with any other terms and conditions as may be prescribed by IRDA and also comply with various circulars/guidelines and any other direction issued by TRAI in the matter.

What should the tele-caller do while making calls?

First of all, the name of the caller should be disclosed and the language options available must be indicated. Tele-caller has to clearly mention the name of the insurer and highlight that the purpose of approach. The tele-caller should ascertain if the client is interested in continuing with the subject. Only after receiving the consent in explicit terms should the telecaller proceed with the process of solicitation.

What are the product benefits and features that are required to be explained during tele-sales?

The standardised script about the products should cover the following items: (i) Name of the product suggested, its nature (ii) Insurance cover available for a specified amount of annual premium (iii) The scope of cover, perils covered and not covered, deductibles, co-payments etc. Please note that before conclusion of sale, the tele-caller shall divulge his name and distinctive code number to the prospect. n.

Source: IRDAI

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