The FCA is shifting from guidance to enforcement. Can you prove compliance?
FCA Consumer Duty requires evidence that customers receive good outcomes — not just that processes exist. Regure generates that evidence automatically: immutable audit trails, outcome monitoring, and complete documentation of every decision, communication, and action.
UK insurance firms face the most demanding regulatory environment in the world — and it's getting stricter
The United Kingdom insurance market generated £79.5 billion in gross written premium in 2024, making it the fourth-largest insurance market globally and the largest in Europe. London remains the world's leading specialty insurance and reinsurance hub, with Lloyd's of London writing £52.1 billion in gross premium across 380+ syndicates.
This market operates under the most rigorous regulatory oversight of any insurance sector. The Financial Conduct Authority (FCA) regulates conduct, the Prudential Regulation Authority (PRA) oversees solvency, and Lloyd's imposes additional performance management standards on syndicates. Since the introduction of the Consumer Duty in July 2023, the FCA has made it unambiguous: firms must demonstrate — with evidence — that they deliver good outcomes for retail customers.
The FCA's 2025-26 Business Plan explicitly prioritises Consumer Duty enforcement. Supervision teams are conducting multi-firm reviews of claims handling practices, product governance, and customer communications. Firms that cannot produce evidence of compliance face enforcement action, not just guidance letters. In the first 18 months of Consumer Duty, the FCA issued over £40 million in fines related to customer outcome failures.
Regure is FCA compliant insurance document management built for this enforcement era. Every document, every decision, every customer communication is logged in immutable audit trails with cryptographic verification. When the FCA asks for evidence of a specific customer outcome, you produce it in seconds — not weeks of manual compilation.
For brokers and agencies, Lloyd's syndicates, and retail general insurers operating in the UK and Ireland, Regure replaces the fragmented tools that make compliance evidence hard to produce — with a single platform that generates it automatically.
FCA Consumer Duty compliance evidence that generates itself
Consumer Duty (PRIN 2A) requires firms to act to deliver good outcomes for retail customers across four areas: products and services, price and value, consumer understanding, and consumer support. Regure provides evidence for all four.
The FCA's Consumer Duty is the most significant regulatory change in UK financial services in a generation. It shifts the burden from "did we follow the process?" to "can we prove the customer got a good outcome?" This is not a documentation exercise — it requires firms to actively monitor customer outcomes and intervene when outcomes are poor.
Most UK insurance firms are struggling with Consumer Duty compliance because their systems weren't built to generate evidence. Claims handled via email threads leave no structured audit trail. Decisions recorded in spreadsheets can't be linked to customer outcomes. Customer communications scattered across multiple channels can't be analysed for comprehension or clarity.
Regure solves this by making every action auditable and every outcome measurable:
- Products and services (PRIN 2A.3): Track which products are sold to which customer segments, identify mismatches between product features and customer needs, and evidence product governance reviews with complete documentation
- Price and value (PRIN 2A.4): Monitor claims settlement ratios, time-to-settlement, and customer satisfaction by product — demonstrating that premiums charged deliver fair value through claims outcomes
- Consumer understanding (PRIN 2A.5): Log every customer communication with delivery confirmation, readability scoring, and response tracking — proving customers were given clear, timely information about their policy and claim
- Consumer support (PRIN 2A.6): Track response times, channel availability, resolution rates, and customer effort scores — evidencing that customers can access support when they need it without unreasonable barriers
All evidence is stored in immutable audit trails with Merkle tree cryptographic verification. Logs cannot be altered retroactively, even by system administrators — which is exactly what the FCA expects when they request evidence during supervisory reviews.
Immutable audit trails that satisfy FCA, PRA, and Lloyd's supervisory requirements
When a regulator asks "who accessed this file and when?" — you must answer in minutes, not months. Regure's cryptographically verified audit trails make every action traceable and every log tamper-evident.
Every Action Logged
Every document upload, download, view, edit, share, assignment, approval, and deletion is logged with the user ID, timestamp, IP address, device, and action type. This includes actions by external parties (claimants, loss adjusters, contractors) who interact with claim files through the secure portal.
Logs capture not just what happened, but the context: why a claim was escalated, what information was available at the time of a decision, and which documents were reviewed before an approval. This contextual logging is what separates compliance evidence from mere activity tracking.
Merkle Tree Verification
Audit logs are organised in a Merkle tree structure where each entry is cryptographically hashed and linked to previous entries. This creates a chain of evidence where any modification to historical logs — even a single character change — is immediately detectable through hash verification.
When you export audit logs for FCA review, Regure includes cryptographic proofs that verify log integrity. An FCA supervisor can independently verify that logs haven't been altered since creation — providing the level of evidence integrity the regulator expects.
Retention & Disposal
UK insurance regulations require different retention periods for different document types. Policy documents must be retained for the policy period plus six years. Claims files follow similar timelines. Consumer communications must be kept for the period specified in your firm's retention schedule.
Regure automates retention and disposal. Configure retention rules by document type and jurisdiction, and the platform enforces them automatically — including secure deletion with certificates of destruction for audit evidence.
Export-Ready Reports
Generate compliance reports in the formats FCA supervisors expect: PDF summaries for management review, CSV data exports for analytical review, and complete JSON audit log exports for technical review. Reports can be scheduled for automatic generation and delivery to compliance officers.
For Lloyd's syndicates, Regure generates delegated authority compliance evidence packages that include document processing records, claims handling timelines, and settlement approval chains — formatted for Lloyd's performance management reviews.
Lloyd's of London and London Market integration
For Lloyd's syndicates, managing agents, and coverholders, Regure provides the document orchestration and compliance evidence that Lloyd's performance management expects.
Coverholder & Delegated Authority
Lloyd's coverholders operating under delegated authority must demonstrate that binding decisions, claims handling, and customer interactions comply with the terms of their binding authority agreement. Every deviation is a compliance risk.
Regure tracks binding decisions against authority limits, logs claims handling actions against coverholder agreements, and generates compliance evidence packages for Lloyd's delegated authority audits. When Lloyd's reviews your delegation, you produce complete evidence in minutes.
Bordereaux Automation
Premium and claims bordereaux reporting to managing agents and Lloyd's is a monthly burden for many coverholders. Data must be aggregated from multiple sources, validated, formatted, and submitted — a process that typically takes days of manual work each month.
Regure automates bordereaux generation from claim and premium data processed through the platform. Data is aggregated, validated against Lloyd's reporting standards, and formatted for submission. Monthly reporting that took three days now takes three minutes.
London Market Placing
For risks placed in the London Market subscription model, Regure manages the document trail across lead and follow markets. Slip creation, endorsement tracking, and claims agreement party (CAP) communications are logged with complete audit trails.
Integration with London Market messaging standards ensures compatibility with existing market systems while providing the document orchestration layer that legacy systems lack.
Syndicate Performance Management
Lloyd's Performance Management Directorate evaluates syndicate performance across underwriting, claims, and operations. Regure provides the operational data and compliance evidence that supports positive syndicate reviews — claims handling efficiency, document processing accuracy, and audit trail completeness.
For syndicates under enhanced oversight or business plan review, Regure demonstrates the operational controls that Lloyd's expects to see: automated workflows, documented decision trails, and measurable customer outcomes.
UK GDPR compliance and retail general insurance workflows
Post-Brexit, the UK operates under UK GDPR — maintaining GDPR protections with UK-specific modifications. Regure ensures full compliance with UK data protection requirements while optimising workflows for retail GI operations.
UK GDPR Data Protection
The UK General Data Protection Regulation and the Data Protection Act 2018 require insurance firms to process personal data lawfully, transparently, and for specified purposes. For claims operations, this means controlling who accesses claimant data, how long it's retained, and ensuring individuals can exercise their data rights.
Regure implements UK GDPR compliance at the platform level. Data Subject Access Requests (DSARs) can be fulfilled by exporting all data related to an individual across claims, communications, and documents — in machine-readable format — within the required timeframe. Right to Erasure requests trigger automated identification of all data related to the individual, with secure deletion workflows that document the erasure for regulatory evidence.
Retail General Insurance Workflows
Retail GI operations — motor, home, travel, pet, and gadget insurance — handle high volumes of relatively low-value claims. The economics of retail GI demand automation: manual claims handling costs can exceed the claim value itself for low-value claims.
Regure's workflow engine is configured for retail GI volume: automated triage based on claim value and type, straight-through processing for claims below configurable thresholds, and escalation to human adjusters only when complexity or value warrants it. This means your team focuses on complex claims while the platform handles routine ones.
- Automated DSAR response capability within ICO timeframes
- Right to Erasure workflows with certificates of destruction
- Data minimisation controls — collect only what's needed for the claim
- Consent management for marketing and cross-selling communications
- Premium finance reporting integration for FCA compliance
- Vulnerable customer identification and flagging
Automated outcome monitoring that satisfies FCA supervisory expectations
The FCA expects firms to proactively monitor customer outcomes — not just react when complaints arrive. Regure provides real-time outcome monitoring across products, channels, and customer cohorts.
Claims Outcome Tracking
Monitor claims settlement rates, average settlement times, claims rejection rates, and partial settlement ratios across product lines. Identify cohorts receiving worse outcomes and investigate root causes before the FCA identifies them for you.
Vulnerable Customer Monitoring
FCA Consumer Duty requires particular attention to vulnerable customers — those with characteristics that make them susceptible to harm. Regure flags vulnerability indicators during claims intake and tracks outcomes for vulnerable customers against the broader population to identify disparities.
Communication Effectiveness
Track whether customers receive, open, and understand communications about their claim. Monitor response rates to information requests, identify communication points where customers disengage, and measure whether policy terms and claim decisions are communicated in plain language.
Value Assessment Evidence
The FCA's fair value assessment requires evidence that customers receive reasonable value for the premium they pay. Regure tracks the ratio between premiums collected and claims paid, along with service quality metrics, to support annual fair value assessments.
Complaints Analysis
Complaints are a lagging indicator of poor outcomes, but they remain important to the FCA's supervisory approach. Regure tracks complaints by product, channel, and root cause — and links complaints back to specific claims, documents, and decision points for root cause analysis.
Board Reporting
Consumer Duty requires senior management accountability. Regure generates board-level MI reports showing outcome metrics, trend analysis, and areas of concern — formatted for governance committee review and Consumer Duty Champion reporting.
What UK insurance firms ask about Regure
How does Regure help us comply with FCA Consumer Duty?
Regure automates the generation of Consumer Duty evidence across all four outcome areas (products, price/value, understanding, support). Every customer interaction, claim decision, and document action is logged in immutable audit trails. Outcome monitoring dashboards track settlement rates, CSAT scores, and complaints by product and customer cohort in real time.
Is customer data stored in the UK?
Yes. UK customer data is stored exclusively in AWS eu-west-2 (London). Data never leaves the UK. Regure complies with UK GDPR and the Data Protection Act 2018, including DSAR response capability and Right to Erasure automation. Our UK data residency architecture is described in detail on our security page.
Does Regure work with Lloyd's market systems?
Yes. Regure integrates with Lloyd's market systems for bordereau reporting, delegated authority compliance, and claims agreement party (CAP) communications. For coverholders, we provide evidence packages formatted for Lloyd's delegated authority audits. The platform handles slip documentation, endorsement tracking, and syndicate reporting.
How does the FCA audit trail work?
Every action in Regure is logged in Merkle tree-structured audit trails that are cryptographically verified and immutable. When the FCA requests evidence of a specific customer outcome, you export the complete audit trail — including documents, decisions, communications, and timestamps — in PDF, CSV, or JSON format. Cryptographic proofs verify logs haven't been altered.
Can Regure handle retail GI volumes?
Yes. Regure is designed for high-volume retail GI claims processing. Automated triage routes low-value claims for straight-through processing while escalating complex or high-value claims to human adjusters. Motor windscreen claims, home emergency repairs, and travel claims below configured thresholds can be auto-settled without adjuster intervention.
What about premium finance reporting?
Regure tracks premium payment schedules, instalment compliance, and premium finance agreements linked to policy documents. Reporting modules generate FCA-compliant premium finance disclosures and track customer payment outcomes — supporting fair value assessments for financed premiums.
How does vulnerable customer identification work?
Regure flags vulnerability indicators during claims intake based on configurable criteria: age, communication preferences, complaint history, and self-disclosed characteristics. Flagged claims are routed to trained handlers with appropriate adjustments to communication style and settlement timelines. Outcome metrics for vulnerable customers are tracked separately.
How long does implementation take for UK firms?
Standard implementation is 14 days for single-entity firms. Lloyd's syndicates with multiple coverholders or managing agents typically require 3-4 weeks for full deployment including delegated authority workflow configuration, bordereau automation setup, and market system integration. All implementations include FCA Consumer Duty dashboard configuration.
Does Regure support Irish insurance regulation?
Yes. For firms regulated by the Central Bank of Ireland (CBI), Regure provides compliance evidence for CBI Consumer Protection Code requirements, including claims handling timelines, communication standards, and complaints management. Irish customer data can be hosted in eu-west-1 (Dublin) or eu-west-2 (London) based on preference.
What does pricing look like for a UK broker?
Regure pricing is per user per month in GBP. A mid-size UK broker with 50-150 users would typically be on the Professional tier at £120/user/month — including FCA Consumer Duty dashboards, audit trail generation, secure messaging, and e-signatures. See full pricing details.
See how Regure generates FCA Consumer Duty evidence automatically
Book a 20-minute demo. We'll show you how Regure creates immutable audit trails, monitors customer outcomes, and generates the compliance evidence your supervision team expects.