Hands-on guides for brokerages that already work on WhatsApp: compliance, follow-ups, team organisation, AI, retention.
On 5 February 2026 the UK replaced Article 22 with Articles 22A to 22D. What a brokerage running AI replies, risk scores and lifecycle triggers must now show.
11 September 2026 · 8 min read
Schedule 1 of the FIC Act was rewritten in 2022. Work out whether your brokerage is an accountable institution, and the duties that bind you either way.
Section 13A of the Insurance Act 2015 makes late payment a breach of contract. What it gives your client, what it does not, and the chase record brokers need.
Uganda requires the premium before inception; Tanzania voids a policy if it is unpaid after seven days. How a brokerage builds its reminder calendar around that.
Rule 19 puts a 14-day paper loop between two insurers whenever a risk policy is replaced. What counts as a replacement, and what the record has to show.
Fire cover is only the statutory floor. What the STSMA and management rule 23 oblige a body corporate to insure, and the checks that decide if a claim pays.
Capacity is tight and the winning quote is unrated. The checks the FCA expects, what FSCS and FOS cover, and how to record the client decision.
A WhatsApp outage is a service failure for your brokerage. What FCA PS26/2, DORA and the Consumer Duty actually require, plus a continuity plan.
A representative leaves under a cloud. Section 14 of the FAIS Act tells a brokerage what to do, in what order, and inside which deadlines to notify the FSCA.
Loss of supply, a surge on restoration and a grid collapse are three different events on a South African policy. What a broker checks before answering a client.
EIOPA's opinion on AI governance covers intermediaries, not only insurers. What its six areas ask of a brokerage running AI in a shared WhatsApp inbox.
A marketing message sent to a segment of your book is a financial promotion. What ICOBS 2.2, the Consumer Duty and FG24/1 require inside a WhatsApp message.
A demo tells you nothing about where client data goes. The POPIA operator, security and cross-border questions a South African brokerage should ask in writing.
Two notifications, at least 40 working days before the renewal date. How an Irish brokerage turns the Consumer Protection Code 2025 clock into a chase plan.
An insurer declines a claim for non-disclosure. What section 53 obliges it to prove, what your inception file must show, and the claims clocks that start next.
After the first renewal a Dutch private policy can be cancelled any day with a month’s notice. What that does to retention, and the contact rhythm it demands.
Written authority, security, a premium-only bank account and returns within 15 days: what a South African brokerage needs before it collects a premium itself.
Legal expenses, excess protection, GAP: what ICOBS 6A and the IDD require before an add-on can be charged, and how a broker evidences an active election.
How a brokerage loses its WhatsApp number to a SIM swap, a phished code or a linked device — the settings that stop it, and what POPIA requires afterwards.
Two grey ticks are not proof of receipt. What sent, delivered, read and failed mean on the WhatsApp Business Platform, and what a broker should file instead.
PROD 4 makes your commission part of what the customer pays. What a small UK brokerage has to assess, review and be able to show — and where the proof sits.
What the FAIS CPD cycle asks of a small South African brokerage: six, twelve or eighteen hours, what actually counts, and the competence register deadline.
A client mentions an unhappy customer. On claims-made PI or D&O cover, the notification date is the cover date. How brokers spot a circumstance and act fast.
Sections 8 and 9 of the FAIS General Code do not change because the client bought on WhatsApp: the suitability steps, the record, and the copy the client gets.
Your brokerage runs AI-assisted replies. What MIPRU 3.2 obliges you to hold, and what the Insurance Act 2015 duty of fair presentation means at renewal.
PRIN 2A.8 asks your board to sign off client outcomes yearly. What the FCA found thin, what CP26/23 would change, and where the evidence already sits.
What the 15-day grace period in the Policyholder Protection Rules really covers, when it does not apply, and how a broker handles a reinstatement request.
Registry papers, a display name clients recognise, two-step verification: what Meta checks before a brokerage number can scale, and what the badge is worth.
When an insurer exits a class, a block of your book goes to market at once. The ICOBS point brokers get wrong, and a sixty-day plan that keeps the clients.
Section 35 of the Data Protection Act, the DPIA that automated decisions trigger, and the ODPC registration a small Kenyan brokerage cannot skip.
A motor policy pays for the car. The Road Accident Fund pays for the person. The two clocks, the RAF 4 form, and the line a brokerage must not cross.
Cloud API stores message data where you tell it to, but only if you set the region before registering the number. What EU and UK brokers should check.
Photos are compressed, voice notes are statements and media expires. How a UK or Irish brokerage collects claim evidence on WhatsApp that survives a file review.
Who holds the policy, what an unlicensed group may not do, the member data an insurer needs to quote, and how to run contributions and claims on WhatsApp.
NIIRA 2025 tightened who may hold a premium in Nigeria and how quickly a broker must remit it. The collection sequence, the wording and the records to keep.
Bank details in a chat message are how brokers get impersonated. Safe premium reminders, the APP reimbursement limits and what CASS 5 risk transfer changes.
Commission is capped at 12,5% on motor and 20% elsewhere. When a South African brokerage may charge a fee on top, how to agree it, and what to keep on file.
A voice note can carry a material circumstance. What the Insurance Act 2015 and CIDRA expect brokers to capture in a chat thread, and how to make it stick.
Average cuts a claim in proportion to the shortfall. How Southern African brokers run a yearly sum-insured check on WhatsApp and record what the client answers.
A text thread hides the signals a phone call reveals. How brokers identify vulnerability on WhatsApp, record it lawfully and prove outcomes under FG21/1.
Signing the sale agreement is the easy part. Three separate transfers have to land before the first renewal, and only one of them is about money.
A client asks you to cancel everything because they have lost their job. Before you do, check what the credit life policy owes them and what a lapse costs.
Article 35 does not care that your AI only drafts replies. The screening test a brokerage should run before switching it on, and what to write down after.
An accountant sends you a client and asks for a cut. Three structures are available under FCA rules, and each carries a different disclosure obligation.
Sentiment models score lower on isiZulu and Sesotho than on English. How a brokerage should test its WhatsApp classifier before letting it reply on its own.
Cancel my policy, sent at 22:00 on WhatsApp. The three requests hiding behind those words, the ICOBS clocks that apply, and a save conversation that is not sludge.
Since 13 April 2026 South African banks apply one 60-day debit order dispute window. What it changes for a brokerage that collects or chases premiums.
Why clients see a number instead of your firm, how Meta reviews display names, and which of your legal, trading or network names belongs at the top of the thread.
When a storm puts a month of claims into two days, a brokerage needs triage, document packs and a communication cadence. A practical plan for short-term brokers.
Meta bills WhatsApp per message delivered. Which of a broker’s messages are charged, which are free inside the service window, and how to budget a month.
The FSCA and PA have mapped AI use in the sector. What POPIA section 71 and FAIS ask of a brokerage that scores client risk and drafts replies with AI.
Cover incepts subject to a survey, a signed proposal, a sprinkler report. A day-by-day chase plan, what belongs on file, and where WhatsApp actually helps.
Sasria wrap cover returned on 1 April 2026 and placement rules changed on 1 July. The checks to run at every commercial renewal, and what to tell the client.
A client asks for everything you hold on them. How a brokerage finds, filters and delivers WhatsApp threads inside the deadline, and when the clock can pause.
The high-risk deadline moved to December 2027. What the AI Act genuinely requires of a brokerage using AI drafts on WhatsApp, and what it does not.
A new adviser joins on Monday and clients message on Monday. The FAIS competence deadlines that start on day one, and how to hand over WhatsApp access safely.
Under DISP a one-line WhatsApp grumble can be a complaint. The definition, the three-day and eight-week clocks, and the records FOS will ask you for.
Half the premium reminders did not send. What a WhatsApp messaging limit counts, how tiers and quality rating work, and how to run a month-end batch safely.
A resignation takes hundreds of client threads out of the building. What FAIS, POPIA and Meta actually allow you to recover, and the handover to run.
A rejected claim turns into a complaint in a voice note. How to tell an NFO matter from a FAIS Ombud one, the clocks that run, and what to record.
ICOBS 5.2 and IDD Article 20 require a demands and needs test before every sale. How to run it, and evidence it, when the sale happens in a chat thread.
Migrate the number clients already message, or run it alongside the app. What each route costs you in chat history, and the checklist to do it in one evening.
A governance checklist for broker firms using AI-assisted WhatsApp replies under Consumer Duty: sign-off, escalation, records and SM&CR accountability.
Auto-replies and AI drafts help a brokerage answer faster, but the FSP stays accountable. The rules, thresholds and audit logs compliance should approve.
A renewal-minus-60 review cadence for personal-lines books: life-event triggers, honest cross-sell moments and the retention metrics that prove it works.
How a UK brokerage archives client WhatsApp conversations under SYSC 9 and ICOBS, sets a retention policy, handles personal devices and exports evidence for the FOS.
Direct insurers compete on price and speed. South African brokers win on advice, claims advocacy and response time — and WhatsApp is how you make it visible.
How brokers keep commercial clients informed during a claim: loss adjusters, interim payments, business interruption and a WhatsApp cadence that holds.
A day-by-day renewal sequence for UK commercial brokers on WhatsApp: when to invite, which documents to chase, premium finance and Consumer Duty checkpoints.
Commission clawback hurts most in the first year. A practical persistency playbook: onboarding cadence, debit-order dates and WhatsApp touchpoints that hold.
What the FAIS General Code of Conduct requires of an FSP advising clients on WhatsApp: the five-year rule, electronic records, FSCA inspections and the Ombud.
How a UK brokerage takes a first notification of loss on WhatsApp without breaching ICOBS 8.3: what to capture, how to keep the photos and when to hand over.
How South African funeral cover brokers and parlours run claim notifications, document collection and premium follow-ups on WhatsApp under the FSCA two-day rule.
IHK registration under §34d GewO, VVG advice and documentation duties, GDPR consent: what a German brokerage should settle before using WhatsApp.
NIC licensing, the Data Protection Act 2012 and MTN MoMo: how Ghanaian insurance brokers run compliant WhatsApp conversations and collect premiums.
What the Central Bank of Ireland's Consumer Protection Code 2025 means for brokers on WhatsApp: durable medium, informing effectively, DPC and record-keeping.
WhatsApp premium reminders for Kenyan brokers: the cash-and-carry rule, M-Pesa paybill references, what the IRA expects and what the Data Protection Act 2019 allows.
A clean mid-term adjustment process on WhatsApp: confirm instructions in writing, evidence endorsements and premium changes, and protect the firm from E&O.
FIMA is in force and NAMFISA is watching conduct. How a Namibian brokerage prepares: licences, debit orders and WhatsApp records that stand up to review.
How Dutch bemiddelaars and volmacht agents can use WhatsApp within the Wft and AFM supervision: licence scope, duty of care, Autoriteit Persoonsgegevens, iDEAL.
What a NAICOM-licensed broker in Nigeria may send on WhatsApp under the NDPA 2023: servicing versus marketing, consent and opt-outs, third-party motor and payments.
Last year's premium, the shop-around wording, the price-walking ban: what a UK renewal notice must contain, and how a broker keeps the client around it.
How UK brokers handle a failed direct debit on a premium finance agreement over WhatsApp: message sequence, tone, lender steps and the Consumer Duty support outcome.
Salary dates, debit order runs and public holidays decide whether a premium reminder works. A Southern African timing guide for brokers using WhatsApp.
How UK brokers can prospect SME commercial clients on WhatsApp without breaching PECR or the GDPR: soft opt-in limits, B2B rules, LinkedIn and referrals.
How a South African brokerage splits its book into renewal segments by risk score, engagement and renewal window, then picks templates and tests timing on WhatsApp.
Meta decides whether your renewal or claim message can go out at all. How a UK or EU brokerage picks the right category, survives review and avoids rejection.
A failed debit order is the first sign of a lapse. How South African brokerages spot it early, reach the client on WhatsApp within hours and keep the policy alive.
Servicing a policy and marketing a new one are not the same under POPIA section 69. A practical guide for South African brokers messaging clients on WhatsApp.
UK brokers are expected to evidence good outcomes under Consumer Duty. Here is how a shared WhatsApp inbox keeps client messaging compliant, recorded and fast.
A step-by-step guide for FAIS-licensed brokerages moving off personal phones: choosing the number, capturing opt-in, writing templates and keeping records.
