On 30 September 2025, the Insurance Authority published its latest edition of Conduct In Focus, which includes findings from a mystery shopping exercise on roadshows and observations on digital insurance sales systems.
This article was generated using SAMS, an AI technology by Timothy Loh LLP.
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On 30 September 2025, the Insurance Authority ("IA") published the latest edition of Conduct In Focus, which provides a detailed examination of insurance market conduct, including comprehensive data on complaints and regulatory insights.
The report indicates a year-on-year increase in complaints during the first half of 2025, yet the overall trend shows a steady improvement since pre-pandemic levels over the past five years.
Notably, a key finding from a recent three-month mystery shopping exercise by the IA's Enforcement Division underscores the critical need for robust control and governance frameworks in insurance roadshow activities.
The report highlights the IA's integration of system assessments into conduct inspections, given the increasing reliance on digital sales systems for policy recommendations and applications.
The edition also addresses various regulatory considerations, such as those pertinent to insurance agencies specializing in run-off portfolio management, and the importance of broker disclosure regarding the risks and limitations of offshore insurance products.
Additionally, the report covers the impact of the cessation of MPF-related telemarketing on cold-calling practices within the insurance industry.
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