A good client story still needs permission

What the lesson covers

1. 01

   The post

   An agent helped a family through a life-changing claim, and it was paid quickly. Proud of it, the agent drafts a social-media post naming the family and describing what happened. The intention is kind, and the story makes everyone look good. But the information belongs to the client, not to the agent.

2. 02

   Three gates

   Even the existence of a policy or a claim is confidential information. Before sharing any client story, pass three gates: specific consent for this use, an account that is accurate and not misleading, and no more detail than the client agreed to. A thank-you, a happy outcome, or a public comment is not consent.

3. 03

   No name, still known

   Now suppose the agent removes the family’s name, but keeps the town, the timing and the medical details. People who know them could still recognize them. Removing a name does not make a story anonymous. The safer choices are documented consent for the exact post, or a fully fictional example that teaches the same point.

4. 04

   Exam move

   Here is how the exam asks it. Acceptable if the agent thinks the family would be pleased? No. An assumed reaction is not consent. Acceptable if it is deleted within a day? No. Deleting a post does not undo the disclosure. Acceptable because it reflects well on everyone? No. A good story is still a disclosure. A breach of confidentiality and privacy, because the family’s information was disclosed. That is the answer.

5. 05

   Takeaway

   Every client story needs consent, accuracy, and no more detail than the client agreed to. Protect the client first. The marketing opportunity can wait.