Custom duty of care file software for insurance intermediaries
Appfront builds duty of care files for insurance intermediaries: for each client, the advice recorded with the considerations and the decision, the periodic review scheduled and demonstrably carried out, changes in the client's situation with the follow-up alongside, and a file that can be shown to a regulator or in a complaint in one go. So that the duty of care is not a folder you hope you never have to open.
What is duty of care file software for insurance intermediaries?
An intermediary's duty of care does not end at the point of sale. During the term, the adviser must inform the client of material changes, periodically check whether the product still fits, and be able to demonstrate all of this. A duty of care file records, per client, what was advised and why, when the last review took place and what it showed, which changes in the client's situation are known and what was done about them. The file is the burden of proof, and the software ensures it is complete before anyone asks for it.
Without such a file, the duty of care is scattered: the advice in a report, the considerations in the adviser's head, the follow-up in a calendar note that was postponed, the client's change in an email. In the event of a complaint or an investigation by the regulator, someone has to reconstruct it, and what cannot be found is treated as not having happened. An intermediary with a thousand clients cannot keep track of that per client without a system.
We build custom solutions because the file needs to align with your CRM and policy system, the products you advise on, and the way your advisers work. A CRM knows clients and contact moments, but not an advice structure, a periodic review per product, or a file that can be shown in one go. That is the layer we build on top.
Advice recorded
For each piece of advice, the client profile, considerations, alternatives and decision, with the documents attached. Recorded at the time of advising, not afterwards.
Periodic review scheduled
For each client and product, the review deadline, the questions that go with it, the outcome and the action. What is overdue appears on a list.
Changes with follow-up
A move, a new job, a change in family circumstances or risk: identified, recorded and linked to the products it affects, along with what has been done about it.
How we build your duty of care file software for insurance intermediaries
We start with the latest complaint or investigation: what was asked, what could be found, and what could not. The file is built from there.
Which products you advise on, which duty of care requirements apply, how advice and aftercare are currently recorded, and what your CRM and policy system already provide. We look at what had to be reconstructed when a complaint came in.
The advice structure per product type, the client profile, the considerations and the decision, with documents and signature. Linked to the client in the CRM.
The deadlines per product, the questionnaire for each review, the outcome and action, and the flagging of changes from your CRM, policy system and client contact.
The file per client as one viewable whole, reporting on completeness, and then ongoing management, plus new products or requirements.
What duty of care file software for insurance intermediaries actually does
The components below come up at almost every intermediary. Which ones you need depends on your products and on what your CRM already records.
Advice recording
A structured file for each piece of advice: client profile, objectives, considerations, alternatives, decision and documents, with date and adviser.
Review scheduling
For each client and product, the deadline for a periodic review, with a questionnaire suited to the product and a list of what is due.
Change detection
Changes in the client's situation from the CRM, policy system and contact records, linked to the products they affect and with a follow-up task.
Completeness checks
For each file, what is missing: advice without considerations, a review without an outcome, a change without follow-up. For advisers and compliance.
Viewable file
The complete file per client as one overview with a timeline, exportable for a regulator, a complaints body or the client themselves.
Reporting
Status per adviser and per office: files complete, reviews on time, open follow-up. The figures for the compliance officer and management.
Who we build duty of care file software for insurance intermediaries for
The software is intended for offices where duty of care is a daily obligation and where demonstrable records make the difference in a complaint or investigation.
Insurance intermediaries
Private and business property and casualty insurance with an ongoing duty of care. Periodic reviews and change detection are the core.
Financial advisers
Mortgages, life insurance and wealth building with heavy advice documentation. The advice structure and the viewable file matter most.
Managing agents
Advising and accepting under mandate, with insurer requirements involved. Reporting to the insurer and completeness checks are what is needed.
Agencies with multiple branches
Advisers in different locations under the same requirements. The uniform advice structure and the overview per office are the core.
Test your idea first: a working prototype in 1 day
With OneDayBuild, we turn your idea into something tangible in one day for €1,150, so you can see whether further development is worth the investment. Decide to go ahead with the full build? Then we credit the full cost.
Explore OneDayBuild →Technology and integrations
This page is about making your duty of care demonstrable. For the firm as a whole, see our page on insurance brokerage software, and for automating the advice process with AI, our page on AI for insurance intermediaries. You can read about our way of working at custom software development.
For the client conversation and the client themselves, including the needs analysis and periodic review, there is our app for the duty of care file.
Why choose Appfront for duty of care file software for insurance intermediaries?
A duty of care file is evidence of what you have done. It must be created during the work, not before or after. That is what we build on.
Recording is part of advising
The advice structure is the adviser's working screen. What they fill in to advise is the file. There is no separate administration afterwards.
The review comes to the adviser
Not a calendar note that keeps getting postponed, but a list of what is due this month, with the questions attached. What has not been done remains visible.
Presentable in one go
In the event of a complaint or an investigation, the file is a single overview with a timeline. No reconstructing from emails, no searching through the weekend.
Security and privacy in duty of care file software for insurance intermediaries
Duty of care files contain personal data, financial data and sometimes health data. Access is set up by role: the adviser sees their own clients, the compliance officer sees all files, and every access and change is logged. Files are stored encrypted for as long as the retention obligation requires, and are then demonstrably deleted.
The software runs in a European data centre, with encrypted storage and daily back-ups. Integrations with CRM and policy systems use their own keys, which can be revoked per integration.
Frequently asked questions about duty of care file software for insurance intermediaries
Questions intermediaries ask before getting started.
For each client, it records the advice with considerations and decision, schedules the periodic review per product and records the outcome, flags changes in the client's situation with a follow-up task, and produces a file per client that can be presented in one go to a supervisory authority, a complaints body or the client.
No. The CRM remains the source of clients and contact moments; the duty of care software is the layer on top that adds the advice structure, the reviews and the presentable file. Clients and policies come from the CRM and the policy system; the file is linked to them.
That depends on the product and on your own policy; the law requires you to inform the client during the term and check whether the product still fits. In the software you set a deadline per product type, and the review appears on the adviser's list when it falls due. What you agree is monitored.
The change is detected, from the CRM, the policy system or a contact moment, and linked to the products it affects. The adviser receives a follow-up task: assessing whether the product still fits, informing the client, and recording that. That way, a change is never just an address update.
Yes, that's the aim. The entire file for each client as one overview with timeline and documents, exportable as a PDF or file. If a complaint is lodged with the complaints institute, the same overview forms the basis of your defence, and the client can request their own file.
Yes. The advice structure differs by product type, and for mortgages and life insurance it is more extensive than for general insurance. The software has a separate structure and separate check intervals for each type. An office advising on both uses one file per client, with the appropriate structure for each product.
Check that first. Some CRMs for the sector have an advisory module, and that can be enough for a small office. Custom software makes sense if the periodic check and the flagging of changes are currently manual work, if the file has to be reconstructed in the event of a complaint, or if you advise on several product types with their own requirements.
Demonstrate your duty of care without reconstruction?
Tell us which CRM and policy system you use, which products you advise on, and what had to be looked up for the last complaint or investigation. We'll show you what the advice file, the review schedule and the demonstrable file look like.