Sales code of conduct:
Article 24 When conducting telemarketing business, an insurance company shall establish a strict customer information management system, abide by relevant laws and regulations on personal information protection, obtain customer information through legal channels, develop and standardize the use of existing customer resources in an orderly manner, and ensure the safety and legality of customer data and information collection, processing and use.
Twenty-fifth insurance companies and insurance agencies should establish and improve the management system of telephone sales ban.
(1) The sales time should be managed through the telephone sales system, and the forbidden time should be set according to the living habits of different regions and different people. Sales shall not be transferred from 2 1: 00 to 9: 00 the next day unless the customer actively requests it.
(2) A list of people who are prohibited from making calls through the telemarketing system shall be established. For customers who explicitly refuse to accept telemarketing again, they should enter the no-call list and set a no-call time limit of not less than 6 months.
(3) An accountability mechanism should be established to investigate the harassment caused to customers by improper management of prohibited distribution.
Article 26 An insurance company shall strengthen the training of telemarketers:
(a) pre-job and on-the-job training and education for telemarketers, the training content at least includes business knowledge, legal knowledge and professional ethics;
(two) should be in accordance with the relevant provisions, special training for telemarketers selling dividend-paying life insurance products;
(3) The training materials for telemarketers are designed and produced by the head office of the insurance company, and insurance agencies and telemarketing centers are not allowed to modify the contents of the training materials without authorization;
(four) should establish and improve the telephone sales personnel sales qualification certification system, sales quality assessment system and training file management system.
Article 27 An insurance company shall strengthen the management of the sales behavior of telemarketers, and shall not allow telemarketers to circumvent the telemarketing system to sell insurance products to customers.
Article 28 An insurance company shall formulate standardized sales terms for different telephone sales methods and insurance products. Telephone salesmen must use telephone sales terms correctly when selling insurance products, and improper explanations are prohibited.
Telemarketing terminology shall be uniformly formulated by the head office of the insurance company and filed for future reference. Without the consent of the head office, the insurance agency and telemarketing center shall not be changed.
Article 29 When an insurance company formulates telephone sales terms, it shall at least include the following contents:
(1) The employee number of the telemarketer and the name of its insurance company or agency;
(2) the product name, the name of the underwriting company, the way of product information disclosure, insurance liability, liability exemption, insurance amount, insurance period, payment period, surrender loss, uncertainty of new product policy benefits, etc. ;
(3) Payment method, effective time of insurance policy, confirmation method of insurance intention, form of insurance policy, delivery method of insurance policy, etc. ;
(4) hesitation period, customer service telephone number, policy inquiry, etc.