General Insurance Advice Process Manual


Insurance sales must comply with the Financial Conduct Authority (FCA).  From the 5th April 2024, the Insurance Distribution Directive (IDD) was repealed with the requirements being transferred into the FCA Handbook.  As such, our manual has been updated removing mention of the IDD but retaining the rules as required under the FCA.

This manual is designed to assist firms to deliver the objectives of the regulator.  It includes a step-by-step process of the advised procedure so that even someone that is new into the industry should be able to follow and grasp a good understanding of what is required of an Adviser. This is to ensure that firms act honestly, fairly, professionally and in the best interests of the customer.

The manual has also been updated so that it meets the Consumer Duty requirements which affects all products and services sold or renewed from the 31st July 2023.  This includes ensuring products and services are fit for purpose, offer a fair value and that communications and customer support allow consumers to make and act on well-informed decisions.

FORMAT: All documents are downloadable via email upon receipt of payment.



WORD DOCUMENT – 28 PAGES – Updated with Consumer Duty requirements – April 2024


  1. Introduction
    1. General Guidance
  2. Advice & Sales Process
    1. Terms of Business Agreement (TOBA)
    2. Fees and Commission Disclosure
    3. Privacy Notice
    4. Fact Find
    5. Existing Plans
    6. Affordability
    7. Suitability of Recommendations
    8. Research
    9. Premium Finance
    10. Product Disclosure
    11. Insurance Product Information Document (IPID)
    12. Statement of Price
    13. Statement of Demands & Needs
    14. Cancellation Period
    15. Claims Process
    16. Re-broking Insurance
    17. Group Insurance Policies with Multiple Policyholders
    18. Product Disclosure on ‘Distance Contracts’
    19. Distance Contracts – Telephone
  3. Renewals and mid-term changes
    1. Mid Term Changes
  4. Signposting to Travel Insurance
    1. Customers with Pre-Existing Medical Conditions
    2. Exclusions
    3. Joint policies
    4. Medical Cover Firm Directory
  5. Product Governance Guidance for Distributing Insurance
    1. Price and Remuneration
    2. Management Information
  6. Pricing Remedy – Consumer Home & Motor Insurance
    1. Add-On’s and Premium Finance
    2. Discounts / Incentives
    3. Closed Books
    4. Anti-Avoidance Rules
  7. Auto-Renewal (General Insurance)
    1. Policies Excluded from Auto-Renewing
    2. Auto-Renewing Rules
    3. Vulnerable Customers
  8. Record Keeping Requirements
    1. Senior Manager Responsibility & Attestation Requirements
    2. Home & Motor Reporting Requirements