Insurance brokers are required to record mobile messages in accordance with the text archiving, safekeeping, and accessibility requirements of the National Association of Insurance Commissioners (NAIC), Gramm Leach Bliley Act (GLBA), the Health Insurance Portability and Accountability Act (HIPAA), and the Health Information Technology Act (HITECH), among other regulations and legislations.
In this regard, most insurance brokers are aware of the regulatory and business requirements for capturing and recording mobile SMS. Many, however, are still doubting if the same analysis is appropriate with respect to archive WhatsApp chats, a popular mobile chat platform widely used in the insurance brokerage sector today.
WhatsApp is a secure messaging app that implements end-to-end encryption to protect the chat or voice call from hacking while in transit. For insurance brokers that communicate sensitive and confidential healthcare information about their clients on a daily basis, such a feature makes it an ideal mobile channel that can enable them to perform their jobs more efficiently and securely.
With billions of users worldwide, there’s no denying that WhatsApp can be utilized to advantage by insurance brokers. However, just like texting, using WhatsApp at work comes with strict archiving standards that insurance brokers must comply with. Luckily, there is now a solution in the market that can help insurance brokers to ensure compliance and boost productivity while using WhatsApp.
Here are the key considerations for insurance brokers in improving their service and addressing compliance requirements when using a compliant WhatsApp archiving app.
1. Compliance With Key Text Archiving Laws and Regulations
Insurance brokers are mandated to comply with several mobile archiving laws and regulations, all of which specify the need to capture and record all electronic business communications and retain those records in a durable format for several years. A WhatsApp archiving solution can surely help insurance brokers to meet these legal and regulatory standards to avoid the hefty costs of non-compliance.
2. Provide Rapid Assistance
Instead of clients calling a special number and waiting minutes, or even hours to speak to a customer service representative, they can instead use WhatsApp to send information about their policies, inquire about their claims, or when responding to the advice given by their insurance brokers.
3. Submit Claims
By using a WhatsApp archiving tool, insurance brokers can securely and compliantly allow their clients to submit their claims without the need to download online forms or send photos via email. Via the app, insurance brokers and companies can rest easy that all claim-related information and documents are archived in real-time to their preferred archiving vendor.
4. Better Customer Service
Gone are the days when insurance brokers need only communicate with their clients on one channel. Not taking advantage of modern communication apps especially WhatsApp can put any insurance broker and company at a disadvantage.
With WhatsApp, insurance companies can provide status updates about claims processing, or any other transaction. By the same token, insurance brokers can also send out reminders about important events such as policy renewals or appointments scheduled, reducing the amount of missed appointments. When customers feel like they are “in the loop,” they are less likely to call customer service, and also remain with their current providers rather than look elsewhere, ultimately saving the insurance brokers and companies money.
TeleMessage’s WhatsApp Archiver is a unique platform tailor-made to solve WhatsApp compliance and regulation issues by allowing insurance brokers and brokerage firms to capture and archive WhatsApp messages including conversations that transpired in group messaging threads. This platform works exactly like the standard WhatsApp application, ensuring that your employees will still be able to send work-related communications easily and quickly.
The benefits of using WhatsApp Archiver in your business include:
- Archive all WhatsApp communications
- Use WhatsApp to communicate with customers, employees, and stakeholders
- Search, track and retrieve WhatsApp messages in the corporate archive
- Deposit WhatsApp messages with any email archiving vendor
- Full administration and reporting
The TeleMessage WhatsApp Archiver is the latest addition to our mobile archiving products that securely capture content from mobile carriers and mobile devices for a variety of ownership models (BYOD, CYOD, and employer-issued). With our multiple archiving methods, you can always find the right tools or blend for your requirements:
TeleMessage offers cross-carrier and international mobile text & calls archiving for corporate and BYOD phones. Visit our website today at www.telemessage.com to learn more about our mobile archiving products