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Terms of Service

TERMS OF SERVICE DESCRIPTION

Iscential Connect (“iC”) makes contact (telephone, text or email) with current customers on an agent’s/carrier’s behalf with the purpose of scheduling a life insurance (or other risk) review appointment with a licensed producer. iC will attempt to contact the customer multiple times during the service period at the discretion of iC or request of Agent.

AGENT LICENSING

iC makes calls on an agent’s/carrier’s behalf and does so with the understanding that the customer appointments are scheduled with a licensed insurance producer within the state(s) which agent/carrier is providing insurance services. iC reserves the right to ask for proof of license before, during or after the completion of this agreement. If the Agent or any licensed producer should have their insurance license lapse or terminated during the period of this agreement, then agent/carrier must notify iC by email at support@iscentialconnect.com or by mail at 8220 Jones Road - Suite 100, Houston, TX 77065 within 1 business day of the lapse or termination. iC only makes calls on behalf of licensed agents and licensed staff members.

ISCENTIAL CONNECT MONTHLY APPOINTMENT PACKAGES

iC’s life insurance review monthly packages are subject to the following:

  1. BILLING - Service periods and billing cycles may begin at different times, depending on when customer data for calling is received from the agent. Billing for services is a subscription and will begin and continue to occur for the specified time period agreed to unless opting out of service due to a monthly commitment not being achieved by iC.
  2. NUMBER OF APPOINTMENTS - If an agent/carrier does not receive the number of targeted appointments in a month of service, they can opt to cancel service. Any remaining month(s) in the service agreement are then cancelled and the agent/carrier will not be billed for those month(s). If the agent/carrier wishes to continue service in this opt out scenario, iC will attempt to cover appointment discrepancy in subsequent month(s). This guarantee is conditional on the agent’s/carrier’s timely submission of policyholder information needed for calling as coordinated by iC’s Account Manager. Agent is responsible for providing sufficient data, availability and other pertinent information needed to set the contracted number of appointments. For the purposes of this agreement, “sufficient data” is defined as 10 names for each contracted appointment, submitted to iC no later than the 10th day of the service month. “Sufficient availability” is defined as having the number of available appointment times each month equal to or greater than the number of contracted appointments. Agent’s failure to provide sufficient names or availability within a service period will result in the termination of the service agreement and any claim to a refund, credit or other form of compensation.
  3. APPOINTMENT NO-SHOWS & CANCELLATIONS: iC will replace a certain number of no-show appointments per service month based on your subscription (see your subscription details on your invoice). To qualify for the replacement appointments, Agent must notify iC of the no-show within 48 hours of the scheduled appointment using the provided customer meeting follow up form emailed to them, using www.iscentialconnect.com/meetingfollowup or emailing support@iscentialconnect.com. The agent/carrier will reschedule any customer appointments they choose to on their own, iC will only replace no-show appointments with newly scheduled households. The replacement appointments are counted toward and credited in the month the no-show is reported. It is the Agent’s responsibility to ensure iC has sufficient customer names to schedule these replaced appointments. A customer meeting will not be rescheduled by iC due to a change in the producer’s availability or schedule not communicated ahead of time, as this reschedule will need to be handled by the agency/carrier to ensure the best treatment of the customer. iC will not attempt to reschedule any appointments where the customer’s schedule changed, or they don’t show up at the originally scheduled time with Agent/licensed staff. 
  4. NON-OFFICE APPOINTMENTS: During onboarding, the producer will elect to accept phone, virtual, in-office or in-home appointments, and these will be counted toward the appointment count for the monthly agreement.
  5. SCHEDULE & LOCATION CONFLICTS: iC will seek approval from the agent/carrier via email for appointments that are outside of the parameters of their pre-arranged calendar times. If the agent/carrier does not respond to the inquiry within 48 hours, then the appointment will be counted toward the contracted appointment count.
  6. DIALING AS NUMBER: All calls on the agent’s/carrier’s behalf will be done using a phone number owned and routed back to iC. 

"iC PLUS" ENHANCED SERVICE (AVAILABLE IN SOME REGIONS)

“iC Plus” appointment packages have the same terms of service as essential packages but are offered without an appointment setting target or guarantee. iC Plus is a "pay-per-household" plan with a minimum of 50 households needed for each monthly engagement. iC Calling Associates are not licensed to quote or recommend any life insurance products but may ask questions to assist a producer in building a customer insurance profile. Any information given to iC by a producer’s customer is voluntary, provided only to licensed insurance producers, and is not considered protected health information as defined by the Health Insurance Portability and Accountability Act (HIPAA).

CALLING SCRIPTS/TALKPATHS

The scripts/talkpaths used for calling are predetermined by iC’s Account Manager and agreed upon by the Agent and iC. The agent/carrier agrees that calls will be made using the approaches provided by iC. iC reserves the right to adjust calling scripts/talkpaths as needed to ensure compliance with all rules and regulations for appointment setting services in that state.

GENERAL INSURANCE REVIEW SCHEDULING

If during the course of iC's life insurance appointment service, a customer of the Agent declines a life insurance review appointment but asks to meet an agent/producer regarding other lines of business, such as property and casualty policies, iC may attempt to provide information to the agency on request from the customer. iC will not schedule these types of meetings for the producer and any follow up is at the discretion of the agent/carrier.

WHITE LABEL SERVICES & CO-BRANDING

From time to time, iscential Connect (“iC”) may provide services on a “white label” basis whereby the appointment-setting and related services are branded, marketed, or identified using the name, logo, trade name, or service mark of the Agent/carrier or a mutually agreed-upon program name (the “White Label Service”). Notwithstanding any co-branding or white label designation, iC shall remain the sole provider of the underlying services described in this Agreement.

Nothing in this Agreement or the White Label Service shall be deemed to create a partnership, joint venture, fiduciary relationship, or agency relationship between iC and Agent/carrier, other than iC acting solely as a third-party service provider for appointment scheduling purposes. Agent/carrier shall not represent iC as an insurer, producer, or licensed insurance entity.

Agent/carrier grants iC a limited, non-exclusive, non-transferable license during the term of this Agreement to use Agent/carrier’s approved name, logo, and branding materials solely for the purpose of delivering the White Label Service. All branding, naming conventions, customer-facing references, scripts, emails, or call identifiers used in connection with the White Label Service shall be subject to iC’s prior written approval to ensure compliance with applicable laws, regulations, and iC operational standards.

Agent/carrier acknowledges and agrees that iC may, where required by law or deemed necessary for compliance, disclose to customers that iC is a third-party service provider making contact on behalf of the Agent/carrier, even when operating under a white label or co-branded name. Such disclosure shall not constitute a breach of the White Label Service.

Agent/carrier remains solely responsible for:
Ensuring that all branding, program names, and representations used in the White Label Service are accurate and compliant with applicable insurance, marketing, TCPA, DNC, and consumer protection laws;
Maintaining all required licenses, approvals, and disclosures associated with the branded service; and
Any regulatory inquiries, audits, complaints, or enforcement actions arising from the branding, naming, or representations of the White Label Service, except to the extent caused solely by iC’s gross negligence or willful misconduct.

Agent/carrier agrees to indemnify, defend, and hold harmless iC, its officers, employees, and contractors from any claims, damages, fines, penalties, or expenses (including reasonable attorneys’ fees) arising out of or related to:
(a) the White Label branding, naming, or marketing of the services;
(b) any allegation that the White Label Service misrepresents the nature of the services or the parties’ roles; or
(c) Agent/carrier’s failure to comply with applicable laws or regulatory requirements related to the White Label Service.

All iC scripts, talk paths, processes, methodologies, technology, call recordings, and service workflows used in connection with the White Label Service remain the sole and exclusive property of iC. No ownership rights are transferred to Agent/carrier by virtue of a white label or co-branded arrangement.

iC reserves the right, upon written notice, to discontinue or modify the White Label Service if iC determines, in its reasonable discretion, that continued white labeling creates regulatory, compliance, operational, or reputational risk. Termination of the White Label Service shall not, by itself, terminate the underlying service agreement unless otherwise stated in writing.

NAMES FOR CONTACT

For all life insurance appointment setting services, names to call are provided by the agent/carrier and are current customers having an existing business relationship with agent/carrier. Customer information may be submitted to iC in Microsoft Excel format using secure email or secure chat. It is the agent’s/carrier’s responsibility not to send any names to iC for which there has been a prior "Do not call" or "Do not solicit" request made to the agent/carrier. Agent/carrier agrees that all names or clients sent to iC have an established business relationship and have active insurance policies with or had active policies within the last 90 days or in accordance with TCPA guidelines.

iC will not make calls on Agent’s behalf using Auto Dialer technology as defined in the TCPA but may use technology which is defined as ‘Automated Calling Systems’ as defined by the State of Florida or other states who create their own definitions of calling systems. When submitting any name list to iC, agent/carrier certifies all customers/leads have signed and agreed to disclosures required by law to allow the use of “Automated Calling Systems” as defined by the State of Florida and/or other applicable states. Agent/carrier shall be responsible for maintaining records of these disclosures. It is the agent’s/carrier’s responsibility to know and understand which customer names iC can legally call on behalf of the agent/carrier and to submit names to IC consistent with all those applicable laws. Agent/carrier further agrees to hold iC harmless and to defend iC from legal or regulatory claims for their failure to provide client names consistent with this agreement.

To maintain compliance with “Do Not Call” (DNC) regulations, names are valid for only 30 days of calling. If the agent/carrier would like to have a customer called again, then that name must be submitted again by the agent/carrier. If a customer of an agent/carrier has made a DNC request, agent/carrier must remove them from calling lists prior to sending them to iC. iC will automatically remove any phone number of an agent/carrier customer that makes a DNC request directly to iC and will remove these phone numbers from any future lists provided to iC by agent/carrier. These customers will not be contacted by iC after their DNC request.

IC encourages agent/carrier to submit names for calling at the beginning of the service month to ensure calls are made in a timely manner during the service month. The assigned iC Account Manager may remind agent/carrier to send more customer names each month. If an agent requests to retrieve data and notes from customer interactions, iC may provide on a best-efforts basis if said data is available and has not yet been purged from iC systems.

RESULTS

Data collected by iC outlining the results of calling efforts may be available through the assigned iC Account Manager. iC may provide access to these reports for up to six(6) months after a service period if available.

Some call dispositions, such as new appointments or customer service alerts, will also generate an email or text message to the agent. It is the Agent’s responsibility to ensure spam or other filters do not prevent the receipt of emails sent by iC. Agent and iC mutually agree that all aspects of this agreement, including but not limited to performance reports, may be shared with Agent’s Insurance carrier(s).

REACHING CUSTOMER SERVICE

Agent/carrier is encouraged to use their assigned Account Manager as their primary point of contact with iC. iC customer support can also be reached by sending an email to support@iscentialconnect.com or by calling 713-856-5533. Office hours are 8AM to 5PM Monday through Friday Central Time, excluding holidays.

OFFERS AND BILLING CREDITS

During the course of service iC may at its discretion offer Agent additional goodwill or promotional credits. As with purchased credits these name, goodwill or billing credits cannot be redeemed for cash and have no cash or monetary value. All goodwill or promotional credits must be used within 60 days of the issue date.

SERVICE HOLD & ACTIVITY PAUSES

Agent/carrier may choose to suspend calling services for up to three (3) months, which will suspend all calling services for the respective month(s). Every hold month must be followed by a paid month of service. When placing services on hold, agent/carrier agrees to prepay for the month of service following the hold, at the time the hold is requested. No hold requests are accepted for the current calendar month of service. If during the hold period, agent/carrier decides to cancel services for future months, then agent/carrier also agrees to forfeit the prepayment. Requests for service holds can be done with an Account Manager or by emailing support@iscentialconnect.com. 

AUTOMATIC RENEWAL ON ALL PACKAGES

Agent/carrier agrees that this service contract is month-to-month and will automatically renew each month until the time period of the agreement is completed.

CANCELLATION OF IC SERVICE

Agent/carrier has two business days following payment for enrollment to review the Terms of Service and to cancel. After the two business days, the agent/carrier must follow the standard cancellation procedure. To cancel services and billings, agent/carrier is required to make the request in writing by emailing to support@iscentialconnect.com. An agent/carrier may opt to cancel an iC service agreement if during a service period month iC does not provide for the agreed number of scheduled appointments per package enrollment for that calendar month. A scheduled appointment is defined as a customer of the agency contacted by an iC representative where a life insurance review appointment was input on the agent’s calendar or received and acknowledged via email. If a customer of the agent requests a review and specifically states it not to be a life insurance review, it will not be counted toward monthly life appointment count. If the agent/carrier wishes to cancel service during any point during an active service agreement wherein iC has produced the requisite guaranteed life reviews for the service period, the agent agrees to pay any balance of time left on the service agreement and is due no refunds. On a case-by-case basis, it may be appropriate and necessary to provide for billing credits toward future services. An enterprise billing arrangement is treated the same as an agent agreement, however, iC may allow for enrollment of different producers in an enterprise agreement under special circumstances at iC's discretion. 

For iC's month-to-month services, all requests to cancel must be made 10 business days prior to the due date of the next bill cycle. If the 10 business day threshold is missed, the agent will pay for service for another month and the cancellation will be processed for the next billing cycle. 

REFUNDS

Agent agrees that monetary refunds are not part of this agreement and will not be issued. Any compensation that should become necessary will be issued as a billing credit toward future services at the discretion of iC.

PAYMENT DECLINES & OUSTANDING INVOICES

If a charge or ACH for service is declined, services to an agent’s/carriers account will cease immediately. If payment is not made within 15 days, an additional fee of $100 will be assessed. If an invoice for service remains unpaid and service has begun, an additional fee of $100 will be assessed for every 15 days outstanding. iC reserves the right to sell an agent’s/carrier’s account to a collection agency as bad debt if agent/carrier fails to bring the account current.

CHANGES TO THE TERMS OF SERVICE AND PRICING

These terms and conditions are subject to change at any time. iC will notify customers of revisions to these terms and conditions by posting them on our website under Terms of Service. If agent/carrier does not agree with the new terms and conditions, then services may be cancelled by following the cancellation portion of this agreement. Agent’s/Carrier’s continuation of service or lack of communication to the contrary will serve as acceptance of the new terms and conditions. iC reserves the right to adjust pricing at the time of its choosing, but may not alter an existing service agreement period or pricing. Pricing adjustments will generally go into effect for any subsequent service agreement after a pricing change. iC reserves the right to reduce the enrollment package on an existing subscription based on lack of customer data or existing book of business information.

CONFIDENTIALITY & PRIVACY

CONFIDENTIALITY

  1. The parties expressly acknowledge that during their performance hereunder, they may learn or have access to certain confidential, patent, copyright, business, trade secret, proprietary or other like information or products of the other party or of third parties, including but not limited to the other party’s vendors, consultants, suppliers, or customers (the "Information"). Anything in the agreement to the contrary notwithstanding, the parties expressly agree that they will keep strictly confidential any such Information that they learn. Each party agrees to notify the other in writing if it becomes aware of any use or disclosure of the Information in a manner inconsistent with the requirements of this agreement.
  2. The term "Disclosing Party" shall refer to the party to the agreement providing the Information to the other party, and the term "Receiving Party" shall refer to the party receiving the Information during its performance under the agreement. The term "Information" shall not include products or information that: (i) are in the public domain or in the possession of the Receiving Party without restriction at the time of receipt under the agreement; (ii) are used or released with the prior written approval of the Disclosing Party; (iii) are independently developed by the Receiving Party, or (iv) are ordered to be produced by a court of competent jurisdiction or appropriate regulatory authority, but in such case the

The Receiving Party producing the Information agrees to notify the Disclosing Party immediately and cooperate with the Disclosing Party in asserting a confidential or protected status for the Information.

  1. Each party expressly further agrees that it shall return to the Disclosing Party upon the Disclosing Party’s request any such Information and copies thereof.
  2. iC will only use the names, phone numbers and email addresses submitted by Agent to set up appointments for the Agent as specifically described in this agreement. iC will not disclose this customer data to any third parties.
  3. iC will destroy all copies of the names and phone numbers submitted by agent/carrier within 180 days of them submitting the name and phone number, except where required by law.

COMPLIANCE

The parties agree to comply with the provisions of the Health Insurance Portability and Accountability Act, if applicable, and any applicable provisions of the Fair Credit Reporting Act and other laws and regulations in connection with the services provided and/or received under this Agreement.