Insurance Call QA Checklist

An insurance call can sound excellent and still be a mis-sale. The customer heard a confident agent. The recording does not contain the disclosure, the exclusion, or a real question about whether the product fits. QA exists to hear that gap.

The software side is on the insurance QA page. These are the lines to put on the form.

Sales and new business

• The agent is authorised to sell the product they discussed.
• Mandatory disclosures are complete: who they act for, fees or commission where the rule requires it, and the customer’s right to complain.
• Needs and circumstances are asked, not assumed. A script that jumps to the product is a suitability fail.
• Exclusions, waiting periods and the cost are said in plain language, and the customer has a chance to react.
• No pressure, no “this offer dies today” unless that is literally true and permitted.
• Vulnerable customers are identified and the call is slowed down or stopped, per your policy.

Renewals

• Changes in cover or price are explicit. “Same as last year” when it is not the same is a fail.
• The customer is told what to do if they do not want to renew.

Claims and service

• The claim process, documents and timelines match the policy, not the agent’s memory.
• A repudiation or partial payment is explained against the clause, without blame.
• Personal and payment data are handled on the same PCI rules as any other floor.

What to mark fatal

Missed disclosure, a suitability gap on a sale, and an untrue statement about cover. Tone and pacing can fail without zeroing the call. Do not hide a cover misstatement inside a soft-skills average — the point of a separate compliance score is that this cannot happen quietly.

Calibrate on a call that is polite and non-compliant. If analysts pass it, the form is not ready to publish. The method is the calibration agenda.