Insurance Compliance Services
Independent compliance assurance for insurers, MGAs and brokers: from a rapid health check to a fully managed service
Can you evidence good customer outcomes, not just activity?
Regulatory expectations have moved on from having a compliance framework to proving that it works. The FCA’s Consumer Duty, product governance and fair value rules, and Lloyd’s conduct standards all ask the same question: can you show that customers are getting the outcomes you say they are? Complaints are where the answer shows first, and with fewer law firms willing to take on complaints work, many firms have lost the specialist capacity they relied on.
How Pro Global Helps
Pro’s compliance services give you an independent view of where you stand and the practical support to put it right. We offer three service levels: Health Checks that tell you where you have a problem, Deep Dives that tell you why and how to fix it, and Managed Services that help you operate, including co-sourced or fully outsourced complaints handling. Every review is delivered by practitioners with Lloyd’s and London market experience, backed by Pro’s audit and compliance teams in the UK and Australia.
Why choose Pro Global for compliance services?
A Health Check answers “tell me where I have a problem”: fixed scope, regulatory hot spots, rapid delivery. A Deep Dive answers “tell me why, and how to fix it”: broader review, testing, risk-rated recommendations and a remediation plan. A Managed Service answers “help me operate”: flexible co-sourced or fully outsourced compliance capability. You choose the level that fits the question, with no open-ended consultancy costs.
We review procedures, sample complaint files and test timeliness against FCA and Lloyd’s requirements, and assess whether root cause analysis, MI and governance are identifying systemic issues. Where you need capacity, our Managed Complaints service covers triage and investigation, final responses, Lloyd’s complaints, Financial Ombudsman Service support, quality assurance and Consumer Duty insight, from clearing a backlog to running the whole function.
Health Checks on product governance (PROD 4), fair value assessments, Consumer Duty outcomes MI and the annual Consumer Duty board report, each with a RAG-rated findings report. Deep Dives go further, with testing across the cross-cutting rules and the four outcomes, vulnerable customer arrangements, board oversight and evidence, and a prioritised remediation roadmap.
Our reports set out strengths, regulatory gaps, control weaknesses and evidence shortfalls, with recommendations prioritised by regulatory risk and customer impact. Where improvements are needed, we can design frameworks and methodologies, build MI and dashboards, write policies and procedures, deliver training and independently validate completed remediation.
Pro is a fully accredited Lloyd’s auditor with 28 years in the market, auditing MGAs, coverholders and TPAs across 24 countries. Through GSI Professional Services, our compliance and audit practice in Australia, we also provide licensing, compliance support and coverholder oversight across Asia-Pacific.
Our compliance services are built to give firms confidence: where they stand today, what needs to change, and the capacity to make it happen.
A simple, proven process
STEP 1:
Scope
We agree the question you need answered and the service level that fits it: a Health Check, a Deep Dive or ongoing support.
STEP 2:
Assess
Our specialists review procedures, files, MI and governance against FCA, Lloyd’s and Consumer Duty expectations, with independent challenge throughout.
STEP 3:
Report
You receive RAG-rated findings, practical recommendations prioritised by risk and customer impact and, for Deep Dives, a remediation roadmap.
STEP 4:
Support
Where you need it, we provide hands-on remediation, a compliance subscription or a managed complaints function, scaled to your business.
What you can expect
Services at every level
Health Checks: Product Governance; Fair Value; Consumer Duty Outcomes MI; Consumer Duty Board Report; Complaints and Root Cause.
Deep Dives: Product Governance and Fair Value; Consumer Duty Outcomes; Complaints and Root Cause Effectiveness.
Managed Services: Compliance Subscription (regulatory horizon scanning, technical helpline, compliance support hours, annual health check, regulatory implementation support); Managed Complaints (triage and investigation, final responses, Lloyd’s complaints, FOS support, quality assurance, root cause analysis, MI and Consumer Duty insight).
The outcome
A clear view of where you stand, a plan to close the gaps and the specialist capacity to deliver it, without the cost of a full-time compliance function.
FAQs
A Health Check is a focused, fixed-scope review against defined regulatory expectations, designed to tell you quickly where you have a problem. A Deep Dive is a broader review that includes testing and independent challenge, and explains why the problem exists and how to fix it, with a prioritised remediation plan. Many clients start with a Health Check and move to a Deep Dive where the findings warrant it.
Yes. Our Managed Complaints service is modular. We can provide additional capacity, handle complex cases, clear a backlog or run a fully outsourced complaints function, including Lloyd’s complaints and Financial Ombudsman Service referrals, while you retain oversight.
Yes. Reviews are conducted against FCA rules and current supervisory expectations, including the Consumer Duty, PROD 4 and DISP, and against Lloyd’s requirements where they apply, such as Lloyd’s complaints handling standards.
No. Health Checks and Deep Dives are standalone engagements. The Compliance Subscription is for firms that want ongoing access to specialist support without a full-time resource, and it can be scaled up or down as your needs change.
Yes. In Australia and Asia-Pacific, GSI Professional Services, part of Pro Global, provides licensing advice, compliance audits, best practice reviews, ongoing compliance support and authorised representative oversight for brokers and underwriting agencies. Find out more about our Australian compliance services.
