Question: I believe that there is a possible requirement that all telephone calls in and out of a broker's office will have to be recorded. Is this true or is it recommended so that any claims can be mitigated on the evidence of the recording?

Answer: This is not a requirement of the FSA and nor is it likely to be; however should you receive a complaint then this would be a good way for you to clearly demonstrate that best practice was being followed.

  • Matthew Dyer is managing director of the Insurance Training Consortium

    • The 2025 Insurance Times Awards took place on the evening of Wednesday 3rd December in the iconic Great Room of London’s Grosvenor House.

    Hosted by comedian and actor Tom Allen, 34 Gold, 23 Silver and 22 Bronze awards were handed out across an amazing 34 categories recognising brilliance and innovation right across the breadth of UK general insurance.
    Many congratulations to all the worthy winners and as always, huge thanks to our sponsors for their support and our judges for their expertise.

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