Customer Assurance Program (CAP)

Verify that consumers understand their purchases

Virtually all compliance problems are customer misunderstandings about the product, its suitability, or the source of funds used to pay for it. But that doesn’t diminish your company's liability. How do you know whether your compliance efforts are working?

The only way to know for sure is to ask the customer — and that's where LIMRA's Customer Assurance Program can help. It uses a customizable post-purchase survey to determine whether your new customers understand what they have purchased on an ongoing basis.

With the Customer Assurance Program, you:

• Proactively monitor sales practices, reducing the risk of legal penalties, damaged public image, and copycat claims
• Reinforce clients' reasons for buying, which typically improves persistency
• Receive an arm's-length, independent analysis that reports potential problems
• Get scanned images of each returned survey
• Judge performance against industry benchmarks

This program is cited by IMSA as a method of monitoring and auditing sales practices. Special versions are available for life, annuity, and long-term care sales.

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Customer Assurance Program (CAP) is a trademark of LIMRA International, Inc.