Documentation is key. Clients are increasingly communicating with us via text message. Clients must understand we cannot consider any request to obtain, add or delete, modify, or cancel insurance coverages (however the request is made) effective until confirmed in writing by a representative of an operating company.
Text messaging should generally be limited to minor administrative items (e.g., “What time are we meeting for lunch? “or “When can I call regarding a coverage or new exposure?”). Do not encourage or initiate text messaging with clients or prospects for any substantive communications.
The following Mandatory Procedure must be used to document substantive text communications (e.g. anything other than scheduling or minor administrative matters):
1. Respond via Email: Restate the text message content in an email and request confirmation, similar to a voice mail follow-up.
2. If Email Confirmation is Not Received:
• Take a screenshot.
• Apple iOS Devices: (Home + Lock button; or Home +Volume Up for iPhoneX or Newer).
• Android Devices: (Volume Down + Power button).
Perform a Google search for your phone model + “screenshot instructions” if further assistance is needed.
• Locate the screenshot in your photo library and use the send function (box with an arrow pointing up) to email the screenshot to your work email account.
• Attach the email with screenshot attachment to the client profile in your agency system. This must be done within 24 hours to ensure documentation aligns with Quality Management standards.
Elevate text conversations to an email platform as soon as possible; do not wait until the thread is concluded.
NOTE: Use of your phone for text communication with clients or prospects may subject your device (and all its contents, either personal or business) to subpoena in the event of litigation.
