Reporting changes by telephone

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    We are currently in the process of introducing e benefits systems and as part of this we will be taking c/circs over the phone. To satisfy audit and fraud we have been asked to include a declaration that we read to the customer in place of a signature. The call will be recorded and stored. My problem is that the draft declaration I have seen seems to be really wordy and not in the least bit customer friendly. I wondered if any LA’s out there use a scripted declaration for telephone changes and if so some kind soul could give me an idea of the wording used.


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