Complaint/Comment/Inquiry Acknowledgments
(Insurance Company, Social Media)

Summary

This Complaint/Comment/Inquiry Acknowledgments template will help you to draft acknowledgements to complaints, comments, and inquiries received through social media that can be used by an insurance company's compliance department. The template contains guidance on how to respond on Twitter, Facebook, Instagram, and Yelp and includes a final acknowledgment template. You should amend terms in brackets to reflect company details where applicable. Not every written expression on social media merits an acknowledgement. Communications teams and compliance departments must develop a policy that addresses best responses to social media posts. Internet trolls and repeat complainants may not merit a response where the posts are more general in nature or are designed to agitate or invoke a response. Insurance company complaints departments should follow the company complaints policy and prepared scripts to seek to understand the concerns of the complainant. For a full listing of content covering the insurance regulatory landscape, see Insurance Regulatory Compliance Resource Kit. For more information on complaint responses, see Complaint Response (Insurance Company) and Regulatory Inquiry Response. For a checklist on how to manage complaints, see Complaint Response Checklist (Insurance Company). To review templates that relate to specific types of complaints, see Complaint Intake Form and Complaint Intake Form (Insurance Company, Email and US Mail).