April 29, 2024
Complaints Procedures for Soliciting and Servicing Business Complaints
Ensure the safety of yourself, your customers, and National Life.
Our Life & Annuity Compliance team is here to answer your questions and help guide you, for your protection as well as for the consumer and the Company.
Complaints are part of doing business – even when you strive to do the right thing by your client. One of the ways the Company supports both you and consumers is by fair and expeditious handling of consumer complaints.
A few guidelines as you solicit and service your business:
Always sell Life Insurance primarily as a death benefit.
Life Insurance is not an investment, savings account, or retirement plan. Ensure your client understands and accepts this before moving on. Living Benefits, building cash value and other riders must always be secondary.
Tangible documentation will be your best defense!
Keep well-documented consumer files and communication logs, including emails, texts, notes, and sales materials used.
Know where you can sell.
Some school districts do not allow the solicitation of life insurance on school grounds.
Take good care of your customers.
Respond to their emails, answer their calls and always provide the information they need whether you can help them, or you refer them to who can. An annual review is a beneficial check-in where concerns or questions can be addressed in a timely fashion.
Promptly return forms on delivery.
The policy delivery receipt is not only a regulatory requirement in some states, but also a valuable piece of documentation in completing a sale and providing an opportunity for the customer to confirm acceptance of their purchase.
If a complaint is logged in connection to you, the Compliance team will reach out to you.
Please respond promptly and thoroughly. Justified complaints have the potential to result in policy rescission, commission chargebacks or agent disciplinary action.
We appreciate your partnership!
