24-hour customer service window
The 24-hour customer service window is the period during which a business may reply freely to a person on the WhatsApp Business Platform. It opens whenever the …
ACAPS (Morocco)
ACAPS, the Autorité de Contrôle des Assurances et de la Prévoyance Sociale, is Morocco's independent authority supervising insurance and reinsurance companies, …
Bancassurance
Bancassurance is the distribution of insurance products through a bank, either under a partnership between a bank and an insurer or through an insurance subsidi…
Binder agreement and UMA
A binder agreement is a contract under which an insurer delegates to a third party the authority to perform some of its own functions: entering into, varying or…
Broker CRM
A broker CRM is customer-relationship software designed for an insurance brokerage: it centralises client and prospect records, their policies, interactions (me…
CIMA Code
The CIMA Code is the single insurance code of the fourteen member states of the Conférence Interafricaine des Marchés d'Assurances, established by the Yaoundé T…
Commission clawback
Commission clawback is the insurer's right to recover some or all of the commission already paid to a broker when the policy that earned it lapses, is surrender…
Consumer Duty (FCA)
The Consumer Duty is the FCA's overarching requirement that firms act to deliver good outcomes for retail customers. Introduced through Principle 12 and the rul…
Credit life insurance
Credit life insurance is cover attached to a loan, vehicle finance, store account or home loan that settles the outstanding balance or the instalments if the bo…
Cross-sell and upsell
Cross-selling means offering an existing client a policy in a line they do not yet hold: household cover to a motor client, income protection to a client with f…
Customer segment
A customer segment is a subset of a brokerage's client book defined by one or more shared criteria: policy type held, renewal date, tenure, risk of lapse or can…
Debit order
A debit order is a payment instruction that allows an insurer, or a broker with collection authority, to draw the premium directly from the client's bank accoun…
Durable medium
A durable medium is any instrument that lets a client store information addressed personally to them, in a way that is accessible for future reference for as lo…
Duty to advise
The duty to advise is the obligation on an insurance intermediary to establish the client's demands and needs, to give objective information about the product a…
Embedded Signup
Embedded Signup is Meta's onboarding flow for connecting a WhatsApp number to the WhatsApp Business Platform from inside a third-party application, without goin…
Engagement score
An engagement score measures how actively and regularly a client interacts with the brokerage: whether they reply to messages and how quickly, whether they ask …
FAIS Act
The FAIS Act (Financial Advisory and Intermediary Services Act 37 of 2002) regulates anyone in South Africa who gives financial advice or renders intermediary s…
Funeral cover
Funeral cover is a life policy that pays a lump sum, or provides funeral services directly, when the policyholder or a covered family member dies, usually withi…
GDPR
The GDPR is Regulation (EU) 2016/679 on the protection of personal data, in force since 25 May 2018 across the EU and EEA; the UK retained it as UK GDPR alongsi…
IDD (Insurance Distribution Directive)
The Insurance Distribution Directive is Directive (EU) 2016/97 of 20 January 2016, applied across the EU since 1 October 2018 and retained in UK law after Brexi…
Insurance broker
An insurance broker is an independent intermediary who acts for the client rather than for the insurer: the broker assesses needs, obtains quotes from several i…
Insurance intermediary
An insurance intermediary is any person who, for remuneration, carries out insurance distribution without being an insurer: advising on, proposing or concluding…
Lifecycle trigger
A lifecycle trigger is a rule that links a dated event in the life of a client or a policy to a communication action: an approaching renewal, the client's birth…
Microinsurance
Microinsurance is insurance designed for low-income or unbanked people: small premiums, simple benefits, few exclusions, and simplified underwriting and claims.…
Mobile money
Mobile money is an electronic wallet tied to a mobile phone number that lets people deposit, withdraw, transfer money and pay merchants or bills without a bank …
Opt-out
An opt-out is a person's request to stop receiving certain messages. In the EU and UK it flows from the right to object to direct marketing in Article 21 of the…
ORIAS (France)
ORIAS is the body that keeps France's single register of intermediaries in insurance, banking and finance: insurance brokers and tied agents, mandated agents, c…
Persistency
Persistency is the proportion of policies still in force after a given period, most often measured at 13 and 25 months from inception for long-term business wit…
Policy lapse
A policy lapse is the termination of cover because premiums have stopped being paid. In most anglophone African and UK contracts, a missed premium starts a grac…
POPIA
POPIA is South Africa's Protection of Personal Information Act 4 of 2013, fully enforceable since 1 July 2021 after a one-year compliance period. It sets eight …
RE5 regulatory exam
The RE5 is the level 1 regulatory examination for representatives of financial services providers (FSPs) licensed under South Africa's FAIS Act. It tests knowle…
Risk score (attrition)
An attrition risk score is an indicator estimating, for each client, how likely they are to cancel, not renew or let a policy lapse in the coming months. It is …
Shared inbox
A shared inbox is a single mailbox in which every WhatsApp conversation received on the brokerage's number is visible to, and workable by, several people, each …
Short-term vs long-term insurance
Short-term insurance and long-term insurance are the two legal categories of the Southern African market. Short-term, now also called non-life, covers motor, ho…
Treating Customers Fairly (TCF)
Treating Customers Fairly (TCF) is an outcomes-based regulatory framework requiring financial services firms to show that fair treatment of customers is embedde…
WABA (WhatsApp Business Account)
A WABA (WhatsApp Business Account) is the account inside a Meta Business portfolio that groups everything a business uses on the WhatsApp Business Platform: one…
WhatsApp Business API (Cloud API)
The WhatsApp Business API, now branded WhatsApp Business Platform and delivered through Meta's hosted Cloud API, is the interface that lets a business connect a…
WhatsApp message template
A WhatsApp message template is a pre-written message submitted to Meta through the WhatsApp Business Platform and approved before use. It is the only kind of me…
WhatsApp opt-in
A WhatsApp opt-in is a person's explicit agreement to receive messages from a business on WhatsApp. The WhatsApp Business Platform policies require a business t…
WhatsApp quality rating
The quality rating is the score Meta assigns to every phone number connected to the WhatsApp Business Platform. It reflects recipient feedback over the previous…