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To pre-approve, or not to pre-approve, that is the life insurer’s question

Yesterday Kevin Zellmer and I traveled to DC to participate in a rare opportunity: giving regulators our live feedback about the social media regulations they draft. The Compliance and Ethics Forum for Life Insurers (CEFLI) Social Media Summit Meeting was attended by regulators from FINRA, the National Association of Insurance Commissioners (NAIC), several state insurance commissioners, “middleware vendors” (aka us), and compliance executives from leading life insurance companies.

The morning started out with a brief overview and discussion of FINRA Notices 10-06 and 11-39 from the author of both: Tom Pappas. I applaud his willingness to attack social media head-on, accepting feedback that may shape the content of the next notice on social media and making the process of laying out these rules so transparent.
The most common questions on the Notices revolved around whether tweets and posts are static or interactive content. Like any lawyer worth her salt, I can make the case for either classification. By definition, content is static if it remains posted and visible to the public (unless someone takes it down); alternatively, content is interactive when spontaneously posted and meant to lead to a larger multiple-party discussion.
The problem with these definitions is that they blur in the realm of social media. On the Facebook Wall, for example, a running record of spontaneous (interactive) content is kept on the user’s account and is visible to the public. And, it stays on the Wall unless the user manually deletes it from the Page. But if they were to prohibit advisors and agents from posting spontaneously, regulators understand that they would be impeding the timeliness of posting, which inhibits the power of social media. On the other hand, this concern must be balanced against the risk that agents and advisors could abuse the opportunity to communicate with the public by misleading people into buying products or services that they don’t want or need.
I wasn’t the only one who wanted a firm answer to alleviate the confusion. Some participants confessed that they’ve decided to be even more conservative than the strictest interpretation of the rules require, to the point where they pre-approve every post or tweet that gets pushed out by their advisors. This necessitates a solid workflow tool like Hearsay Social to manage all those requests for approval, using a single sign-on vendor to avoid signing in and out of 20 different platforms and email accounts to resolve the approval request, and making sure the approval requests are addressed in a timely manner.
Other life insurance companies thought that approving every single post would be unfeasible, leading them to only pre-approve the initial Facebook profile content and then trusting their advisors to tweet and post responsibly. We’ve heard our competitors advocating a “first post” pre-approval policy, in which the profile and the first post, tweet, or status message ever posted on the Facebook, Twitter, or LinkedIn account would be pre-approved and all posts thereafter would not be pre-approved, but rather reviewed post-publication. I’m not sure how this type of policy advocates responsible posting. It seems arbitrary to me to approve the first post and no others, but I digress.
Another notable development involves the social media use of back-office operations professionals. As Clara and I predicted at the SIFMA Ops Conference, FINRA Rule 1230 was just passed to regulate professionals’ activities for broker-dealers. At the Summit Meeting, FINRA opined that not only will customer-facing reps’ business activity on social media be captured and retained, but so will operations professionals’ activity.
We then transitioned into a working session in which we could give the NAIC social media taskforce feedback on a draft of their whitepaper, titled “The Use of Social Media in Insurance.” This whitepaper is the beginning of a larger discussion that may turn into formal guidance or even model rules that the states can adopt.
Some of the issues facing the insurance industry are testimonials, whether or not to post disclosures for certain types of products or licensing information in each and every post versus simply posting the disclosure somewhere on the site, and who will be pre-approving static content (managers, the compliance department, etc.).
It’s still a work in progress, but we’re honored to have been present at the discussion. Many thanks to John Travagline and CEFLI for the invitation to present, and MassMutual, Northwestern Mutual, Guardian Life, and Kip Gregory for their candid presentations. We hope it’s the first of many such discussions in the future.

Ally Basak Russell

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