Onboarding a new client on WhatsApp: opt-in, welcome and the first 30 days
Collect the opt-in, send the welcome message, set the rules of the channel and check in at 30 days: the onboarding journey for a new brokerage client.
The RE1 exam for FSPs, key individuals and compliance officers: when to pass it, the 80-question format, the 65% pass mark, the 16 tasks and a study plan.
The RE1 exam is the regulatory examination for financial services providers, key individuals and compliance officers in all categories of FSPs in South Africa. It is a closed-book, multiple-choice paper of 80 questions, written in two and a half hours, with a pass mark of 65%: at least 52 correct answers. Unlike the RE5 for representatives, the RE1 is not something you can complete later under supervision. Board Notice 194 of 2017 requires the applicable regulatory examination to be passed before the person's authorisation, approval or appointment. For a broker who wants to open their own FSP or be approved as a key individual, the RE1 is the entry ticket to the management side of the business.
The FSCA regulatory examinations FAQ lists four examinations and states that the RE1 applies to FSPs, key individuals and compliance officers in Categories I, II, IIA, III and IV. Table A in section 26 of Board Notice 194 of 2017, the fit and proper determination, sets out the combinations:
| FSP category | FSP and key individuals | Representatives |
|---|---|---|
| Category I (most insurance brokerages) | RE1 | RE5 |
| Category II and IIA | RE1 and RE3 | RE5 |
| Category III | RE1 and RE4 | RE5 |
| Category IV | RE1 | RE5 |
The RE3 and RE4 are shorter papers of 30 questions each, written in addition to the RE1 by discretionary and administrative FSPs. A short-term or long-term insurance brokerage licensed in Category I does not need them. A principal who manages the business and also gives advice will usually need both the RE1 and the RE5 for representatives, because they wear both hats.
There is one carve-out in section 25 of the same notice: the regulatory examination requirements do not apply to a Category I FSP and its key individuals that are authorised or approved only for Long-term Insurance subcategory A and/or Friendly Society Benefits. A funeral-only operation can therefore be licensed without the RE1. The moment it adds short-term personal lines or other long-term products, the requirement applies.
Section 26(6) of Board Notice 194 of 2017 is short: an FSP, a key individual and a representative must successfully pass the applicable regulatory examinations before that person's authorisation, approval or appointment. Representatives get relief through FAIS Notice 86 of 2018, the exemption for services under supervision, which gives them two years from their date of first appointment. The RE1 has no equivalent window in that notice for a key individual seeking approval. In practice:
Before relying on anyone's claimed result, check the public record: our guide on how to check a name on the FSCA register shows what the FSP search displays.
The figures below come from the FSCA FAQ and the preparation guide for the RE1 and RE5 (version of 1 July 2024).
| Feature | RE1 |
|---|---|
| Number of questions | 80, multiple choice, four options each |
| Value per question | 1.25% |
| Duration | 2 hours 30 minutes |
| Pass mark | 65%, which means at least 52 correct answers out of 80 |
| Book | Closed book, no material in the examination room |
| Negative marking | None: an answer is right or wrong |
| Attempts | No limit on the number of attempts |
| Fee | A legislated fee published by the FSCA |
Questions are drawn at random from a question bank, so two candidates in the same room get different papers with the same layout by level of complexity:
| Level | Share of the RE1 | Questions |
|---|---|---|
| Level 1 | 27% | 21 |
| Level 2 | 39% | 32 |
| Level 3 | 22% | 18 |
| Level 4 | 12% | 9 |
Question styles include direct questions, incomplete sentences, negative questions, most/best/least questions, Roman numeral questions where more than one statement is correct, and sequencing questions where events must be put in order. You do not have to memorise legislation word for word: where a question relies on a specific section, the FSCA says that section is quoted in the question.
The RE5 tests eight tasks; the RE1 tests twice as many, and the preparation guide states that every task is covered at least once in an examination. The tasks come from Table 1 of Annexure Five to Board Notice 194 of 2017:
The difference with the RE5 is the point of view. The RE5 asks what a representative must do; the RE1 asks what the business must have in place and what the key individual must check. Many qualifying criteria are skills phrased as "verify that…", "confirm that…" or "ensure that…": a process exists, a register is maintained, a complaints procedure is followed. Our guide to the FAIS Act covers the legal frame these tasks rest on.
The FSCA preparation material page for the RE1 lists what to read: the FAIS Act, the Financial Intelligence Centre Act, the General Code of Conduct, the Ombud rules, the requirements for reappointment of debarred representatives, the procedure for approval of key individuals, the FAIS Regulations, the professional indemnity notice, the compliance officer notice, the audit exemption, the fit and proper determination, the fees notice and form of licence, plus four FAIS notices including the new licence application form and the supervision exemption. Build the plan around that list:
Once approved, the key individual has to do what the RE1 tested: oversee representatives, keep records, handle complaints. If advice and service run on WhatsApp, that oversight has to reach the conversations too. Two situations come up often in a brokerage.
A client complains in a thread run by a representative still under supervision. The key individual takes over in the same conversation so the record stays in one place:
Hi {first name}, I'm {name}, responsible for short-term business at {brokerage}. I have read your messages with {adviser} about the declined geyser claim. I'm treating this as a formal complaint under our complaints procedure and will send you our written response and the reasons by {date}. If you are not satisfied with it, I will also tell you how to refer it to the FAIS Ombud.
A client asks a supervised representative for advice on a product they are not yet appointed for:
Hi {first name}, thanks for asking about life cover. That falls outside the products I can advise on at the moment, so I have passed your question to {supervisor}, who will contact you today. Your car and household policy stay with me as usual.
When these threads sit in a shared inbox on the firm's WhatsApp Business number rather than on personal phones, the key individual can read a representative's conversations and the firm keeps them for the record. In ORIS, conversations are attached to the customer record, an AI-suggested reply lands as a draft for a person to check, auto-reply runs only under rules the firm sets and hands over to a person when the message needs it, and data can be exported as CSV for the compliance file. None of that replaces the RE1 knowledge: it gives the key individual something to supervise. When a representative crosses the line, the debarment process under section 14 is where task 16 meets real life.
The RE1 has 80 multiple-choice questions with four options each, written in 2 hours 30 minutes. Each question is worth 1.25%, and the pass mark of 65% means you need at least 52 correct answers.
No. Section 26(6) of Board Notice 194 of 2017 requires the applicable regulatory examination to be passed before authorisation, approval or appointment. The two-year supervision window under FAIS Notice 86 of 2018 concerns representatives.
The RE1 is for FSPs, key individuals and compliance officers and covers 16 tasks on running and overseeing the business. The RE5 is for representatives, has 50 questions and covers eight tasks on rendering financial services correctly.
Not if the FSP and its key individuals are authorised or approved only for Long-term Insurance subcategory A and/or Friendly Society Benefits, under section 25 of Board Notice 194 of 2017. Adding other products brings the requirement back.
Through the Moonstone examination body, by telephone or online, as the FSCA indicates. You need your ID or passport number, an FSP number, personal and contact details and professional details.
Shared WhatsApp inbox, client records, follow-ups and opportunities for the whole brokerage. 15-minute demo.
Collect the opt-in, send the welcome message, set the rules of the channel and check in at 30 days: the onboarding journey for a new brokerage client.
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