Contact Centre Call Analytics for Insurance Brokers

Every compliance breach
started with a call
nobody reviewed.

FCA expectations have materially increased under Consumer Duty. The evidence your brokerage needs to demonstrate good outcomes cannot be built from a 5% sample. Cognifai analyses every recorded conversation — surfacing compliance risk before the FCA finds it first.

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7×
increase in FCA voluntary requirements (VREQs) over five years
<5%
of calls reviewed manually by the average broker.
The other 95%? Invisible.
SMCR
Personal liability. If compliance fails at your firm, the FCA comes for you — not just the business.
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The Real Cost

The fine is rarely the thing
that does the damage.

For an owner-managed broker, an FCA Section 166 skilled person review typically runs from around £50,000 to well over £200,000 in costs — and the firm pays every penny, before the regulator has reached any conclusion. Insurers and brokers were billed £2.7 million for just eight such reviews in the year to March 2024. And the bill is only the start. Then comes the cascade: internal teams pulled off their day jobs for months, call recordings retrieved and reviewed across thousands of interactions, agents redeployed from revenue-generating activity to manual remediation, sales pipelines that go cold, and brand damage in a relationship-driven market that takes years to reverse.

Source: FCA Freedom of Information disclosure, year to 31 March 2024 (general insurance & protection: 8 skilled person reviews, £2.71m total).

The risk is hiding in the calls you don't listen to.The industry manually reviews fewer than 5% of calls — many contact centres score just one to four calls per agent per month. The other 95%+ is never heard — and that's exactly where the next breach is sitting.
The Problem

The calls you don't review
are where most regulatory risk actually lives.

BEFOREManual QA — The old way
NOW REVIEWING
REC-2841.mp3
04:12 / 08:34
4calls reviewed today
Remaining95 unreviewed
Reviewing fewer than 5 in every 100  ·  95+ remain unheard  ·  breach probability: unknown
AFTERCognifai QA — The new way
100%
CALLS ANALYSED
REC-2842
REC-2843
REC-2844
REC-2845
REC-2846
REC-2847
PROCESSING
Compliance flag
QA scorecard
Missed revenue
100% of recorded calls analysed  ·  findings in minutes  ·  zero calls missed
The Regulatory Case

The FCA is not waiting for complaints.
It is demanding evidence.

FCA Voluntary Requirements (VREQs) Secured Per Year
15
2019/20
21
2020/21
53
2021/22
82
2022/23
102
2023/24
15 → 102 in five years. Roughly 7× growth. The FCA's supervisory net is getting wider, not smaller.
Source: FCA Interventions team data, obtained via Freedom of Information disclosure — 15 voluntary outcomes (2019/20) rising to 102 (2023/24).
01
Consumer Duty proof
Firms must demonstrate — not assume — they are delivering good outcomes. Without 100% call data, you cannot.
02
Sales practice scrutiny
The FCA is examining whether customers properly understand policy coverage, exclusions and limitations before purchase.
03
SM&CR personal accountability
Under SM&CR, accountability sits with named individuals. A firm whose permissions are varied or restricted mid-investigation can see its ability to write new business curtailed — and the senior manager answers for it personally, not just the business.
04
Vulnerable customer identification
Firms must identify and appropriately serve vulnerable customers. Manual sampling at fewer than 5% — leaving 95%+ unreviewed — cannot do this at any meaningful scale.
Cognifai closes the evidential gap permanently.
Request your audit today.
→
What Cognifai Delivers

One intelligence layer.
Three outputs. Every call.

⬤
Risk
Every compliance breach flagged, timestamped, attributed, and evidenced. Not after the damage is done — as it happens. A broker who knows about a systematic sales practice failure in week one can fix it in week two. A broker who finds out in a regulator's letter is facing the full cascade.
⬤
Quality
Every agent scored across every call. Not the four in a hundred that a QA manager got to this week — all of them. Coaching conversations grounded in evidence. Performance management that is fair, auditable, and defensible.
⬤
Revenue
Every coverage gap. Every upsell moment. Every retention signal. Surfaced, categorised, and routed to the people who can act on it. Revenue the business never knew it was leaving on the table.
The Report

This is what lands
in your inbox.

A full audit report drawn from 100 of your recorded calls. Every compliance flag evidenced. Every agent scored. Every pound of missed revenue named and sourced.

Live client report — anonymised under NDA
31
Compliance risk flagsAcross FCA Consumer Duty, ICOBS, pre-existing condition disclosure, and vulnerable customer obligations.
58
Agent quality findingsIndividual scorecards across every recorded call. Coaching priorities identified.
£29k
Identified revenue leakageMissed critical illness upsells, family cover, dental add-ons, and renewal failures — annualised.
7
PCI DSS breach eventsCard payment data spoken aloud on recorded calls. A notifiable security control failure under PCI DSS 4.0.1 (effective 31 March 2025).
CONFIDENTIAL · NDA PROTECTED
Client: 17-seat independent health insurance broker  ·  Manchester, UK  ·  Analysis period: May 2026  ·  Identity withheld under NDA
Call Intelligence
Audit Report
31
Compliance
Risk Flags
58
Quality
Findings
63
Revenue
Signals
5
Critical
Actions
⚑ Critical — Immediate Action Required
Card payment data spoken aloud and recorded in 7 calls. Under PCI DSS 4.0.1 regulations effective 31 March 2025, pause-and-resume recording is no longer sufficient — this constitutes a control failure.
Compliance Risk — Top Findings
01
PCI DSS — Card Data on Recorded Calls
Full card numbers, expiry dates, and CVV spoken aloud across 7 calls. Notifiable under PCI DSS 4.0.1.
Critical
02
Consumer Duty — Pre-Existing Exclusions Not Explained
Customers confirmed policy understanding without agent explaining key pre-existing condition exclusions in 19 calls.
High Risk
03
Waiting Periods Not Disclosed at Point of Sale
Standard waiting periods for new conditions not mentioned during 14 new business calls.
Critical
04
Vulnerability — Financial Distress Not Logged
Customer disclosed financial difficulty on 4 calls. Not flagged or recorded on system.
High Risk
Agent Performance Scorecards
Sarah T.
84
Strong retention · compliance gaps on complaint calls
Jamie L.
79
Best needs analysis · top cross-sell rate
Priya K.
71
Good empathy · inconsistent compliance checks
Marcus B.
58
No save attempts on 3 lapsed renewals
Revenue Leakage — Annualised
Opportunity Type
Missed
Est. ARR
Critical Illness — Not Discussed
8 calls
£9,600
Family / Dependent Cover Not Offered
6 calls
£7,200
Renewal Save — No Attempt
4 calls
£6,400
Dental & Optical Add-On Not Cross-Sold
4 calls
£5,600
The Audit

Start with 100 calls.
Prepare for an uncomfortable read.

No integration. No IT sign-off. No consultants on site. Start with just 100 calls — we handle the rest. Full findings delivered within 7 days. You will not like everything we find. But you will know — for the first time — exactly what is happening in your contact centre. The audit is just the start: from there, Cognifai becomes your always-on layer — every recorded call analysed continuously, so the next breach surfaces in days, not in a regulator's letter.

1
30-min scoping call
2
NDA & DPA signed
3
Calls submitted via secure portal
4
Full findings in 7 days
5
Data feedback session

Request your audit

Tell us about your brokerage and we'll be in touch within 24 hours to scope the engagement. NDA signed before any recordings are shared.

All call data deleted within 30 days of report delivery.
Strict confidentiality, governed by a signed Data Processing Agreement (DPA).
Processed only by approved, GDPR-compliant subprocessors. Never used to train AI models.
No commitment beyond the 100-call audit. Walk away at any point.
Something went wrong. Please email audit@cognifai.me directly.

Request received.

Thanks — we'll be in touch within 24 hours to arrange your scoping call. In the meantime, you'll receive a confirmation email shortly. If it doesn't arrive, check spam or email audit@cognifai.me directly.