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ACT Agency-Customer Texting and eDelivery Agreements

Vital resources to help prevent E&O issues

June, 2020

Even before going into our COVID world, customers were expecting ‘instant’ service – Via texting & electronic document delivery.
Result: Customers have agents’ cell phone numbers, and they are texting with you.  Agencies need to protect E&O concerns with an Agency-Customer Texting Agreement.
ACT has worked with our knowledgeable Big ‘I’ general counsel staff to create a couple of great resources for agents

Note: the FCC, through its TCPA ruling requires that when businesses text with customers, you must enact an agreement not only acknowledging texting, but also what can be texted, and also giving customers Opt-In Opt-Out capability.  We have all this and more covered with a downloadable agreement you can share with your new and existing customers.  

One big component of doing business today – whether we are in a physical or remote office is interacting electronically.  This certainly provides the ease-of-doing-business that customers expect but can put your agency in possible E&O trouble.

ACT has worked with our knowledgeable Big ‘I’ general counsel staff to create a couple of great resources for agents:
First, let’s address texting.  For most agencies, your customers have your cell number and they use it.  But did you know that the FCC, through its TCPA ruling requires that when businesses test with customers, you must enact an agreement not only acknowledging texting, but also what can be texted, and also giving customers Opt-In Opt-Out capability?  We have all this and more covered with a downloadable agreement you can share with your new and existing customers. 
    The 'Agency-Customer' Texting Agreement' can be found on the Big 'I' Legal Advocacy website by clicking HERE.

Also when your customers get documents electronically – whether it’s sent by email, or having them access documents via an agency-customer portal – you should have an agreement. 
Keep in mind that for electronic delivery to be valid, a consumer must consent to the electronic delivery after they’ve been provided a clear statement on their rights – to receive in paper form, withdraw consent, and other considerations.  Once again, our Big ‘I’’ legal team to the rescue!  We have a downloadable free agreement that agents can put in place with their customers.
    The 'Agency-Customer' eDelivery Agreement' can be found on the Big 'I' Legal Advocacy website by clicking HERE.

** We suggest that you combine both agreements and obtain customer agreement for both at the same time.  Note that access to both of these resources requires a Big ‘I’ ID and password.


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​127 South Peyton Street
Alexandria VA 22314
​phone: 800.221.7917
fax: 703.683.7556
email: info@iiaba.net

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