Tele-callers of insurance products should be trained according to the syllabus prescribed by IRDA and they should inform clients that the call is being recorded and that the client is entitled to a voice copy, according to the new guidelines issued by the insurance watchdog. “The training shall be for duration of not less than 25 hours as per syllabus to be prescribed by the IRDA in matters related to regulations, disclosures, ethical conduct of business and specific instructions to be complied with while making the calls,” the Insurance Regulation and Development Authority (IRDA) said.

The new guidelines on telemarketing and distance mode marketing shall come into force from October 1.

The hours during which calls are made shall be in accordance with orders issued by TRAI/DoT from time to time.

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