According to Circular 67 of the Ministry of Finance , insurance companies are required to record the consultation process with customers.

As one of the BIDV MetLife insurance customers who purchased insurance in mid-October 2024, Ms. Truong Thu Thuy (Cau Giay, Hanoi ) was among the first group of customers to record their insurance consultations.

“When the consultant suggested recording the consultation process, I was quite apprehensive because information about insurance products is very private and requires a high level of confidentiality. However, after being explained the benefits of this process, such as increased trust and faster contract issuance, I felt more at ease,” Ms. Thuy shared.

A representative from BIDV MetLife stated that the application of voice recording during insurance consultations will bring double benefits to customers. Firstly, it increases the reliability and transparency of information. Customers will be assured and protected as every piece of information can be stored, checked, and verified in case of any issues. Furthermore, through the recording of the consultation, the contract signing process will be smoother because customers will not need to go through additional phone verification procedures, reducing bureaucratic steps.

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BIDV MetLife advises customers on the benefits of voice recording. Photo: BIDV MetLife

To effectively implement voice recording during insurance consultations, BIDV MetLife has launched numerous training programs on the methods and benefits of voice recording for both policyholders and consultants.

For its team of consultants, BIDV MetLife organized numerous training sessions on Voice Recording, focusing on guiding consultants on how to explain the recording process, how to discuss recording scripts with customers, and how to record drafts for testing. Simultaneously, these training sessions helped consultants practice using skillful and polite language to explain the benefits of this activity to customers.

In addition, BIDV MetLife also incorporates audio recordings into its training process to improve services and provide a better customer experience.

A representative from BIDV MetLife stated: “The data from the audio recordings serves as proof of transactions, helping consultants store information and minimize future disputes. Customers can rest assured about the accuracy and transparency of their contract information. If customers agree to disclose their information, these audio recordings will also be valuable resources for internal training, enhancing the overall customer experience.”

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A voice recording training session at BIDV MetLife. Photo: BIDV MetLife

Ngoc Mai (an insurance consultant with 2 years of experience working at BIDV MetLife) said: “Recording conversations at BIDV MetLife is very simple and easy to do, and most customers happily cooperate. Before recording, I always clearly advise on the product, regulations, and procedures so that customers fully understand, and I also practice the recording script beforehand to ensure the recording process is as clear as possible.”

Simultaneously, BIDV MetLife's operations department quickly implemented procedures to receive and process audio recordings, ensuring the best interests of both customers and consultants. The recordings will be stored through a rigorous process to protect the personal information of insurance customers.

Le Thanh