Compliance isn't an add-on. It's built into our acquisition process.
We build our consumer acquisition and call-delivery processes around consent, transparency, verification, and applicable regulatory requirements.
Informational overview of our practices — not legal advice.
Built around responsible consumer acquisition
Requirements differ from campaign to campaign. These four principles are the constants we design around.
Consumer consent
Consumer interactions are designed around clear disclosures and affirmative actions where consent is required.
Lead transparency
Campaign sources, qualification criteria, and delivery requirements are clearly defined before traffic is launched.
Call integrity
Calls are monitored and routed according to campaign specifications and applicable requirements.
Documentation
Where applicable, campaign and consent records can be maintained to support operational and compliance review.
TCPA & telemarketing practices
Consent, consumer choice, and responsible call handling are central to our acquisition process.
Telephone marketing can be subject to federal and state requirements — including TCPA and FCC rules and FTC telemarketing requirements — depending on the activity, the technology used, and the role each party plays. This overview describes how we approach those considerations; it is not legal advice.
Consent
Use clear, conspicuous consent language and affirmative consumer actions where required.
Do Not Call
Respect applicable Do Not Call requirements and consumer-specific opt-out requests.
Caller transparency
Maintain appropriate identification and call-handling practices for applicable campaigns.
Recordkeeping
Maintain appropriate records and campaign documentation to support verification and compliance processes.
Requirements can vary based on campaign type, calling technology, consumer consent, state law, and the role of each party in the marketing process. Clients remain responsible for their own legal and regulatory obligations.
From consumer intent to live conversation
Every stage is designed so that by the time a call reaches an agent, the consumer has chosen to be there.
- 01
Advertisement
Consumer encounters an insurance-related advertisement.
- 02
Consumer action
Consumer voluntarily engages with the offer.
- 03
Disclosure & consent
Applicable disclosures and consent mechanisms are presented.
- 04
Verification
Campaign-specific qualification and verification processes occur.
- 05
Call delivery
The consumer connects with the appropriate agent or call center.
Medicare campaigns require an additional layer of oversight
When campaigns involve Medicare Advantage or Part D products, applicable CMS Medicare marketing and communications requirements must also be considered.
Medicare marketing
Medicare-related marketing materials and campaigns are developed with applicable CMS marketing requirements in mind.
Clear consumer experience
Avoid misleading consumers about Medicare, plan availability, benefits, costs, or affiliation.
Marketing partner transparency
Clearly define the roles of marketing partners, lead generators, agencies, and other participants in the acquisition process.
Campaign review
Medicare campaigns should be reviewed against applicable CMS requirements and carrier/FMO requirements before launch.
Note: CMS requirements apply specifically to Medicare-related marketing and communications. They are separate from general telemarketing requirements such as TCPA/FCC and FTC requirements. Coverage Calls is a marketing agency — not a government agency, CMS, Medicare, or an insurance carrier.
Different product. Different compliance framework.
Final Expense insurance is not a Medicare product. CMS Medicare marketing rules do not apply to a campaign simply because it is an insurance campaign.
Final Expense campaigns are instead built around consumer intent, consent, honest advertising and the federal and state telemarketing requirements that apply to the calling activity itself. Treating every insurance campaign as identical is how teams miss what actually matters for each one.
- Consumer intent
- Consent
- Advertising transparency
- Call quality
- DNC considerations
- Federal & state telemarketing requirements
- Clear campaign disclosures
Compliance is only half the equation. Lead integrity matters too.
- Traffic
- Consumer intent
- Qualification
- Call validation
- Routing
- Agent
Real-time delivery
Calls are routed according to campaign specifications.
Campaign controls
Campaign parameters can define geography, operating hours, qualification criteria, and other delivery requirements.
Call tracking
Use appropriate tracking and reporting to monitor campaign performance.
Quality monitoring
Use operational quality controls to identify problems and improve campaign performance.
We don't cut corners to generate more calls.
Volume built on shortcuts costs you more than it earns — in wasted agent time, consumer complaints and carrier relationships. So these are off the table.
- Purchase random consumer databases and call them cold
- Use deceptive advertising to generate interest
- Misrepresent Medicare or insurance benefits, costs or availability
- Present ourselves as a government entity, CMS, Medicare or a carrier
- Hide material disclosures from consumers
- Intentionally bypass consumer opt-out requests
- Use fake urgency or misleading claims
Built for transparency
Depending on campaign requirements and the systems in use, appropriate documentation may include the records listed here. What is captured and retained is agreed with you at kickoff and documented in the campaign specification.
- Consent records
- Lead-source information
- Campaign details
- Call records
- Qualification information
- Routing information
- Consumer opt-out records
Compliance questions, answered plainly
This page is an informational overview of our compliance-focused practices and is not legal advice. Compliance with one framework does not guarantee compliance with all federal or state laws.
Build your call campaign with confidence.
Let's review your campaign requirements, targeting, call flow, and compliance considerations before launch.