National Do Not Call Registry!
In 2003, a National Do Not Call Registry was established through the efforts of the Federal Trade Commission (FTC) and the Federal Communications Commission (FCC). The Registry is required and covers any plan, program, or campaign to sell goods or services through interstate or intrastate telephone calls. The Registry is a list of telephone numbers (residential and cell) from consumers who do not want to receive telephone solicitation calls. If an individual's telephone number appears on the National Do Not Call Registry, the law prohibits telephone solicitation calls to the registered telephone number.
This law does not apply if the Company already has an established business relationship with a consumer. Even if a consumer's telephone number is on the National Do Not Call Registry, the company may place a telephone solicitation call to the registered number if the Company has an established business relationship with that consumer. An ‘established business relationship’ is limited to:
- Active Policyholder – Anyone with individual or group coverage (including covered members of a group policy).
- Lapsed Policyholder – Anyone who had an established business relationship with the Company, but contact for solicitation purposes is limited to an 18-month period following the date of last payment.
- Inquiries – Individuals who inquire or request information or complete an application with the Company within the past three months.
Company-Specific Do Not Call List
Under the National Do Not Call provisions, the Company must create and maintain an internal Do Not Call List. If a consumer specifically requests the Company not make future contact for solicitation purposes, the Company is required to place the consumer's telephone number on the Company's Internal Do Not Call List, and the Company may not contact the consumer again. This applies even if there is an established business relationship with the consumer.
To ensure compliance with the Do Not Call provisions:
- Persons who make telephone solicitation calls on the Company’s behalf are notified and updated regarding the Company’s procedures for compliance with Do Not Call provisions. That includes the Company’s obligation to ensure telephone numbers are cross-referenced against the National list no more than 31 days prior to the date any call is made. Notification is made in the form of inter-Company correspondence, discussions at Company meetings, and/or articles appearing in the Company’s monthly magazines.
- Persons who make telephone solicitation calls on the Company’s behalf are advised regarding their responsibility to adhere to applicable State Do Not Call lists.
- The Company informs new staff who have customer contact of the existence of the National Do Not Call list and the Company’s internal Do Not Call list and train them regarding Do Not Call procedures before they have contact with consumers.
- The Company sends quarterly notifications reminding all staff of the National and Company internal Do Not Call lists, the Company’s procedures regarding Do Not Call compliance, and how Do Not Call requests are handled.
- The Company is registered with the FTC and purchased the National Do Not Call list. Scott Elliot, IT VP, is the contact person for obtaining, paying for, disseminating, and administrating the National Do Not Call list.
- The Company’s IT department downloads additions/deletions to the National list on a monthly basis from the FTC’s website. The additions/deletions are incorporated into the National Do Not Call database the Company keeps on the network server MKDB2 database NationalDNC.
- General Agents use UAONLINE to search the National and the Company’s internal Do Not Call databases if one or two telephone numbers need to be checked.
- General Agents must submit other telephone numbers (e.g., lead lists) to the Home Office to be uploaded and cross-referenced, or scrubbed, against the National and the Company’s internal Do Not Call lists. These telephone numbers are processed and returned within seven business days. Any telephone number found on the National or the Company’s internal Do Not Call list is removed prior to being returned. Lists that are scrubbed against the National and Company internal Do Not Call lists are returned to the Agent with an expiration date, after which Agents must resubmit the list to the Company to be scrubbed again. Remember, scrubbing lasts only 31 days.
- UAONLINE does not display telephone numbers on lapsed or inactive policies if the number is included on the National or the Company’s internal Do Not Call lists.
- A notation is added next to the telephone number of active policies on UAONLINE if the number is on the National or the Company’s internal Do Not Call lists.
The Company has established an internal Do Not Call list to record the telephone numbers of consumers who request not to be called by the Company. All individuals having direct contact with consumers are advised of the existence of the Company’s internal Do Not Call list. These individuals are advised to immediately record and process any requests for additions to the list as described below:
Obtain the following information: Date of Request, Requestor’s Name, Telephone Number, and Policy Number (if applicable).
The Customer Service Department records and processes customer Do Not Call requests that are received by Home Office personnel. If the request is received via e-mail, a Customer Service representative adds the applicable telephone number to the Company’s internal Do Not Call list and replies to the e-mail with confirmation that the request is completed.
- Globe Life Insurance Company of New York Agents may forward Do Not Call requests via e-mail to: GLNYAGENCY@globe.life.