Customer support outsourcing for insurance agencies

What rules does customer support follow for insurance?

1. No licensed advice, no binding. Assistants gather information, complete forms and process what your producer decides. They never recommend coverage, compare limits for a client, quote a premium as final, bind a risk or issue a binder. Producer licensing rules set by your state insurance department, built on the NAIC producer licensing model, reserve those acts for a licensed producer, and we stay on the service and administrative side of the line.
2. TCPA for renewal and cross-sell calls. Calls and texts to policyholders and X-date prospects follow the Telephone Consumer Protection Act enforced by the FCC: documented consent or an existing business relationship, calling hours of 8am to 9pm local time, scrubbing against the National Do Not Call Registry and your internal list, and opt-out wording on every text. State mini-TCPAs in Florida, Oklahoma and Washington are applied by area code.
3. Customer information under GLBA. Applications, loss runs and claim files hold nonpublic personal information covered by the Gramm-Leach-Bliley Act and the FTC Safeguards Rule, and by the NAIC Insurance Data Security Model Law where your state has adopted it. Assistants work inside your own agency management system and carrier portals under named user accounts, on managed devices with MFA and no local storage, and access is revoked the day you ask.
4. Medicare communication rules. Agencies writing Medicare Advantage or Part D follow the CMS Medicare Communications and Marketing Guidelines: no unsolicited contact, a scope of appointment recorded before a sales meeting, and no comparison of plans by unlicensed staff. Assistants confirm appointments, collect the scope of appointment form and send approved materials only; the licensed agent runs the conversation.