Running the brokerage
When WhatsApp goes down: continuity and incident reporting for brokers
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.
All articles
Compliance and regulation
Debarring a representative under FAIS section 14: the order of events, and the file
A representative leaves under a cloud. Section 14 of the FAIS Act tells a brokerage what to do, in what order, and by when to notify the FSCA.
Claims and client service
Power surge or grid failure? What your client’s policy actually covers
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.
AI for brokers
EIOPA's AI governance opinion covers intermediaries too: what it asks of a brokerage
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.
Compliance and regulation
Is that WhatsApp broadcast a financial promotion? The FCA test for brokerages
A marketing message sent to a segment of your book is a financial promotion. What ICOBS 2.2, Consumer Duty and FG24/1 require inside a WhatsApp message.
AI for brokers
Before an AI tool touches your client book: the POPIA questions to put to a vendor
A demo tells you nothing about where client data goes. The POPIA operator, security and cross-border questions a South African brokerage should ask.
Follow-ups and renewals
Ireland’s renewal runway is now eight weeks: a chase plan for brokers
Two notifications, at least 40 working days before renewal. How an Irish brokerage turns the Consumer Protection Code 2025 clock into a chase plan.
Claims and client service
Repudiated for non-disclosure: what a South African broker’s file has to show
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 follow.
Retention and loyalty
When every month is a renewal: retention for Dutch intermediaries
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 needed.
Follow-ups and renewals
Collecting premiums yourself: what section 45 asks of a South African brokerage
Written authority, security, a premium-only bank account and returns within 15 days: what a South African brokerage needs before collecting a premium.
Sales and prospecting
Selling add-ons: what the rules require when the extra is agreed in a chat
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.
WhatsApp Business
SIM swap and account takeover: protecting the number your clients message
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.
WhatsApp Business
Sent, delivered, read: what a WhatsApp status proves when a client says the notice never arrived
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.
Compliance and regulation
Fair value under PROD 4: how a small brokerage evidences its own commission
PROD 4 makes your commission part of what the customer pays. What a small UK brokerage must assess, review and be able to show, and where the proof sits.
Running the brokerage
FAIS CPD: planning the cycle that closes on 31 May
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.
Claims and client service
Notifying a circumstance: the call a broker makes before a claim exists
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.
Sales and prospecting
Record of advice when the sale happened on WhatsApp
Sections 8 and 9 of the FAIS General Code still apply when the client buys on WhatsApp: the suitability steps, the record, and the copy the client gets.
AI for brokers
AI drafts in your client inbox, and your own PI renewal: what to check
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.
Running the brokerage
Your Consumer Duty board report: the evidence a small brokerage already has
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.
Retention and loyalty
Your client says the policy lapsed: grace periods, reinstatement and what a broker may promise
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.
WhatsApp Business
Meta business verification for a brokerage: documents, display name and the blue tick
Registry papers, a recognisable display name, two-step verification: what Meta checks before a brokerage number can scale, and what the badge is worth.
Retention and loyalty
Your insurer pulls out of the class: remarketing the book without losing the clients
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.
AI for brokers
AI in a Kenyan broker inbox: automated decisions, the DPIA and the ODPC register
Section 35 of the Data Protection Act, the DPIA that automated decisions trigger, and the ODPC registration a small Kenyan brokerage cannot skip.
Claims and client service
Your client was injured in a crash: the RAF claim, and where the brokerage stops
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.
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