Insurance
The lead you just bought is ringing four other brokers right now.
Life, protection and general insurance. Comparison-site enquiries are distributed to several brokers at the same moment, so response time isn't an advantage here — it's the whole competition. And the sale isn't finished when the customer agrees.
Speed is not an edge in this sector. It is the entire contest.
When a comparison site sells an enquiry to five brokers, all five receive it within seconds of each other. Nothing about your proposition, your pricing or your people gets evaluated if somebody else is already talking to the customer. The first meaningful conversation usually wins, and everyone after it is quoting against a decision already forming.
The second thing that makes this sector different is that agreeing the sale doesn't end it. The application goes to underwriting, and it can be rated, referred, postponed or declined. A floor that measures success at the point of agreement is measuring something that hasn't happened yet.
How leads actually arrive
What goes wrong today
The aggregator lead waits in a queue
Two minutes is a long time when four other brokers received the same enquiry. Any process that puts a comparison-site lead behind yesterday's follow-ups is spending money to arrive second.
Applications disappear into underwriting
Once a case is referred, it needs chasing — the customer, the GP report, the underwriter. Cases that go quiet don't decline, they lapse, and lapsed cases don't appear in a sold report.
Nobody notices month-one cancellations until the clawback
Policies that never go on risk, or lapse in the first month, take the commission back with them. If the floor's numbers stop at "sold", that reversal arrives as a surprise a quarter later.
Renewals get called when someone remembers
A renewal date is a known date. Calling it two weeks late means calling after the incumbent's invitation has already landed.
What the product does about it
Aggregator leads jump the queue automatically
Lead source can drive priority, so a comparison-site enquiry rings ahead of everything else without an agent deciding — because on those leads, seconds decide it.
Callbacks hold to a date, not a vague intention
A renewal date or a second fact-find call comes back at the right time, to the agent who set it, with the last conversation on screen.
Your own outcomes cover the states after the sale
"Referred to underwriting", "awaiting GP report", "on risk", "NTU" — you define the list, and each one decides whether the case comes back into the queue.
Every call is recorded and written up
Both sides on separate channels, with a searchable write-up, so a question months later about what was disclosed can be answered from the recording rather than from memory.
Where compliance sits
This sector is regulated by the Financial Conduct Authority.
Insurance intermediation is regulated by the Financial Conduct Authority. Your obligations on suitability, disclosure and customer treatment are set by them and determined by you and your compliance function — their handbook and firm guidance is the source.
What we can speak to is the calling rules that apply whoever you are: PECR on marketing calls, TPS and CTPS screening, Ofcom's limits on abandoned calls, and UK GDPR on the data. Those are researched from the regulators' own material and written up in full.
This is not legal or regulatory advice. Your obligations under the Financial Conduct Authority are yours to determine. What we can describe accurately is the calling rules that apply regardless of sector — PECR, TPS and CTPS, Ofcom's limits on abandoned calls, and UK GDPR — which we have researched from the regulators' own material and written up in full.
Read the UK calling compliance guide →A worked example
Illustrative protection figures, not a customer's real numbers.
Note what the last two rows do. Measuring at "application submitted" would have shown 54 sales and a cost of £222 — a figure 31% better than the truth, and the one most floors report.
Work it through with your own numbers →Questions from this sector
Why does response time matter more for insurance than other sectors?
Because comparison sites sell the same enquiry to several brokers at once. In most sectors being slow means competing later; here it means the customer has already had the conversation with somebody else.
Can Dialspace track a case after the sale?
Yes, if you define outcomes for the states that matter — referred, awaiting evidence, on risk, not taken up. Each outcome decides whether the case returns to the queue and when, so nothing sits waiting for someone to remember it.
Does Dialspace help with FCA compliance?
It holds call recordings with retention you set, keeps an audit trail of who accessed what, and records the outcome and notes against every call. Whether that satisfies your obligations is a question for you and the FCA, not for us.
See it on your own leads.
Half an hour with someone who has run a floor. Bring a lead source and a question.
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