The regulatory framework for insurance communications
The Insurance Distribution Directive (IDD) requires insurers and intermediaries to document recommendations made to clients and the basis on which they are made. For life and investment products, the FCA has additional requirements for advice documentation. In the EU, EIOPA guidelines reinforce these obligations.
Additionally, GDPR establishes that call recording requires explicit consent or a legitimate legal basis, and that data must be stored securely with defined retention periods.
What must be recorded and retained
For life insurance and pension products, regulations require retaining evidence of the advice process: identified client needs, options analyzed, and the final recommendation. For non-life insurance, requirements are less strict but claims and complaints documentation has its own sectoral recommendations.
How transcription facilitates compliance
CallsIQ generates transcripts of all calls with timestamps and speaker labeling, creates a complete and exportable record of each conversation, and stores data with encryption meeting GDPR standards.
Transcripts are full-text searchable, allowing you to locate in seconds all calls where a specific product was mentioned, a specific complaint was raised, or a conversation with a particular client occurred.
Consent management and GDPR rights
CallsIQ includes features to manage recording consent: logging the moment and method of consent, and tools to exercise the right to erasure by deleting individual records when requested, with automatic confirmation generation.
Legal recommendation: Document the consent collection procedure and retain it alongside transcripts. In case of inspection, the burden of proof for consent lies with the insurer, not the client.