Retention and loyalty
Medical scheme broker fees in 2026: what a healthcare book actually pays
What a scheme may pay an accredited healthcare broker from 1 January 2026, what that fee buys, and how a member can switch it off in one message.
Articles: Retention and loyalty
Retention and loyalty
Mid-term broker change: what you owe when a client moves on
A client signs a letter of authorisation and moves broker mid-year. What the outgoing brokerage hands over, who keeps commission, what the FCA requires.
Retention and loyalty
Replacement business: what PPR rule 19 asks of your brokerage
Rule 19 puts a 14-day paper loop between two insurers whenever a risk policy is replaced. What counts as a replacement, and what the record has to show.
Retention and loyalty
When every month is a renewal: retention for Dutch intermediaries
After the first renewal a Dutch private policy can be cancelled any day with a month’s notice. What that does to retention, and the contact rhythm needed.
Retention and loyalty
Your client says the policy lapsed: grace periods, reinstatement and what a broker may promise
What the 15-day grace period in the Policyholder Protection Rules really covers, when it does not apply, and how a broker handles a reinstatement request.
Retention and loyalty
Your insurer pulls out of the class: remarketing the book without losing the clients
When an insurer exits a class, a block of your book goes to market at once. The ICOBS point brokers get wrong, and a sixty-day plan that keeps the clients.
Retention and loyalty
Underinsurance and the average clause: the sum-insured conversation to have before the claim
Average cuts a claim in proportion to the shortfall. How Southern African brokers run a yearly sum-insured check on WhatsApp and record the answer.
Retention and loyalty
When a client is retrenched: the cover that pays, and the cover to save
A client asks you to cancel everything because they have lost their job. Before you do, check what the credit life policy owes them and what a lapse costs.
Retention and loyalty
A client asks to cancel on WhatsApp: cooling-off, mid-term rules and the retention conversation
Cancel my policy, sent at 22:00 on WhatsApp. The three requests behind those words, the ICOBS clocks that apply, and a save chat that is not sludge.
Retention and loyalty
An annual review cadence that keeps personal-lines clients from shopping around
A renewal-minus-60 review cadence for personal-lines books: life-event triggers, honest cross-sell moments and the retention metrics that prove it works.
Retention and loyalty
Commission clawback: how to cut early-duration lapses in the first 12 months
Commission clawback hurts most in the first year. A persistency playbook: onboarding cadence, debit-order dates and WhatsApp touchpoints that hold.
Retention and loyalty
Personal-lines renewals: what ICOBS 6.5 makes you disclose, and how to keep the client anyway
Last year's premium, the shop-around wording, the price-walking ban: what a UK renewal notice must contain, and how a broker keeps the client around it.
Retention and loyalty
Lapse risk: how South African brokers use WhatsApp to stop policies falling away
A failed debit order is the first sign of a lapse. How South African brokerages spot it early, reach the client on WhatsApp and keep the policy alive.
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