27 March 2026
The Insurance Authority (IA) published its latest edition of Conduct In Focus today (27 March 2026), presenting the complaints statistics for the full year 2025 and setting out conduct and compliance themes relevant to insurance intermediaries.
Throughout 2025, a total of 1,173 complaints were received. The number was broadly consistent with pre-pandemic levels, indicating a relatively moderate complaint trend in the context of continued market growth.
On conduct and compliance matters, the edition sets out the IA’s regulatory considerations (including the standards of oversight and accountability of agent managers) in the context of agency hierarchy, where an insurance agent assumes responsibility for managing downline agents.
In relation to the use of social media to promote insurance products, this edition outlines the core conduct principles relevant to such use, the IA’s approach to reviewing social media promotion, common types of posts that should be avoided, and practical tips to ensure compliance.
In the anti-money laundering and counter-terrorist financing (AML/CFT) context, this edition sheds light on the IA’s recent disciplinary actions arising from deficiencies in the AML/CFT controls of certain licensed broker companies, underscoring the IA’s emphasis on safeguarding the integrity of the industry.
Other topics covered in this edition include at-a-glance review of intermediary statistics (e.g. age profile, turnover rate and licence duration) and observations from the IA’s focus group sessions on the public perception of insurance intermediaries.
Ends