Resources
Compliance Center.
Compliance isn’t optional. Built for insurance agencies and call centers: the TCPA and AI rules, what they mean for texting, and how to tell a safe vendor from a lawsuit.
Mav is a proud member of REACH
Walking the regulatory tightrope
Compliance is a core issue in this industry, and it’s more complex than ever. Insurance sits at the intersection of two areas regulators are watching closely.
TCPA compliance
The Telephone Consumer Protection Act has been the backbone of contact compliance for decades, but the landscape is constantly shifting.
- Prior express written consent required
- Time-of-day restrictions apply
- Do-not-call list compliance mandatory
- Opt-out requests must be honored immediately
AI regulations
New rules are emerging fast around AI-generated communications. Regulators are laser-focused on this space, and it can be hard to stay current.
- AI disclosure requirements emerging
- Consent capture for AI interactions
- Transparency in automated communications
- State-level AI legislation expanding
The biggest misconception about texting
A lot of people believe that texting, especially AI-based texting, is inherently riskier than phone calls. That is wrong.
Texting leads is riskier than calling for TCPA compliance.
Many people think phone calls are the “safe play,” and that AI-based texting is a compliance minefield.
Texting with AI is actually safer than phone calls.
When you call, especially with any auto-dialer, you’re subject to the same TCPA rules. Dialing is not a loophole. It never was.
Why AI-based text messaging is actually safer
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1
Text creates a paper trail
Every message sent, every opt-in captured, every opt-out honored is logged, timestamped, and auditable. If a regulator or plaintiff’s attorney comes knocking, you have a complete record of exactly what was said and when. Unless every phone call is recorded and properly disclosed, calls have far less documentation.
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2
AI systems have built-in compliance guardrails
A well-built AI messaging system automatically handles STOP requests, respects quiet hours, manages consent records, and prevents messages from going out to contacts who haven’t opted in. These aren’t afterthoughts. They’re infrastructure.
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3
Human error is the biggest compliance risk
Human error is the single biggest source of compliance violations. A person on the phone can forget to check consent, call outside business hours, miss a STOP request, or fail to document the interaction. AI systems don’t have bad days, don’t get distracted, and don’t forget the rules.
The key takeaway
The channel doesn’t determine your risk. Your process does.
Whether you’re texting, calling, or emailing, the question is the same: are you following the rules?
If your compliance posture is strong, text messaging, including AI-based messaging, is not only safe. It’s one of the most defensible channels you can use.
Evaluating vendors: what to look for
Whether you’re building technology yourself or hiring a vendor, an AI provider, a lead source, or a call center, here’s what separates the safe ones.
Red flags
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They let you contact leads without express written consent.
If a vendor doesn’t ask where your leads came from or what consent was captured, run. That’s not flexibility. That’s liability.
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They can’t show you their compliance documentation.
If you ask how they handle consent, opt-outs, or regulatory changes and get a vague answer, that tells you everything.
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They don’t adapt when regulations change.
Compliance isn’t a one-time setup. Your partners should be evolving as the rules evolve.
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They position their product as a “workaround.”
Any vendor that sells you on “we found a workaround” is selling you a lawsuit.
Green flags
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They capture and store opt-ins cleanly.
You should be able to see exactly when a consumer opted in, what language they consented to, and through what form or interaction.
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They handle STOP, HELP, and natural language automatically.
Beyond standard keywords, modern AI should understand intent from ambiguous requests like “please don’t text me” and respond appropriately. This is table stakes.
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They talk about compliance openly.
They’re members of organizations like REACH. Compliance is on their website and in their sales process, not something they bring up only when asked.
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They operate within reasonable contact hours.
They’re not blasting messages at 6 AM or 10 PM. They know the rules and follow them.
Expert compliance resources
Staying on top of compliance requires ongoing education. These are the best resources in the industry.
REACH
The industry’s leading compliance organization for responsible consumer engagement. Certification programs, best practices, and ongoing education.
Visit REACH
Eric Troutman
America’s foremost TCPA attorney. Follow him for real-time updates on regulatory changes, court decisions, and what they mean for your business.
Learn more
Mav is a proud member of REACH
Committed to responsible consumer engagement since 2023
Compliance built in, not bolted on.
See how Mav handles consent, quiet hours, and opt-outs on every conversation.
The information on this page is educational and does not constitute legal advice. Consult qualified legal counsel for guidance specific to your situation.