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

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

“When the consultant suggested recording the consultation process, I was quite worried because information about insurance products is very private and requires high confidentiality. However, after being explained the benefits of this process such as increasing reliability and helping to shorten the time to issue contracts, I felt more comfortable,” Ms. Thuy shared.

BIDV MetLife representative said that applying voice recording in insurance consulting will bring double benefits to customers. First of all, it helps increase the reliability and transparency of information. Customers will be assured and protected when each information can be stored, checked and authenticated when cases arise. In addition, through recording the consulting session, the contract making process will also be more convenient because customers do not need to perform additional authentication procedures over the phone, limiting procedural steps.

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BIDV MetLife advises customers on the benefits of Voice Recording. Photo: BIDV MetLife

To effectively perform voice recording when consulting insurance, BIDV MetLife has implemented many training programs on the methods and benefits of Voice Recording for both insurance participants and consultants.

For the team of consultants, BIDV MetLife has organized many training courses on Voice Recording, focusing on instructing consultants on how to explain the recording process, how to discuss the recording script with customers as well as how to record drafts for checking. At the same time, the training sessions also help consultants practice using tactful and polite language to explain the benefits of this activity to customers.

In addition, BIDV MetLife also applies audio recordings to the training process to improve services and bring better experiences to customers.

BIDV MetLife representative said: “Data from audio recordings is evidence of transactions, helping consultants store information and limit future disputes. On the customer side, they can rest assured about the accuracy and transparency of contract information. If customers agree to disclose information, these audio recordings are also valuable materials for internal training, improving the overall customer experience.”

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A Voice Recording training session at BIDV MetLife. Photo: BIDV MetLife

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

At the same time, BIDV MetLife's operations department also quickly implemented the process, receiving and processing the recordings to bring the best benefits to both customers and consultants. The recordings will be stored through a strict process to ensure that the personal information of insurance customers is kept confidential.

Le Thanh