Insurance Innovators Summit 2026
Meet us at Business Design Centre, London
We’re joining Europe’s most senior insurer-led gathering to talk about a problem every insurance operations and IT leader recognises: sending a communication and proving it arrived are two different things. Catch our session in the Day 2 Operations & IT stream, or book a 1:1 meeting with the team while you’re there.
From “we sent it” to “we can prove it”
Closing the evidence gap in insurance operations
Every insurer runs policy, claims, billing, CRM and portal systems that each send their own email and SMS, often through different relays, some barely governed at all. That used to be fine, because the standard was simple: did we send the notice. It isn’t anymore. The FCA’s Consumer Duty has moved into active supervision, and its own findings this year are clear that sending activity isn’t evidence of a good outcome. The Financial Ombudsman Service puts the burden of proof on the firm, not the customer, once a complaint is escalated. And application logs that stop at “handed to SMTP” can’t answer either question.
We’ll look at what closes that gap in practice: bringing every sending system under one governed, auditable layer, with a full event history per message and the inbound side of the conversation captured too, not just what went out.
Key takeaways:
- Why “sent” no longer satisfies the Consumer Duty bar, and what firms now need to evidence under active FCA supervision
- The operational reality behind a fragmented sending stack, and why it leaves firms exposed at the exact moment a complaint or an FOS referral demands proof
- A practical model for closing the gap: one governed layer, message-level audit trail, inbound capture, without slowing down the teams who use it
Speaker: Kristian Tucker, Spotler
Visit us on the stand
Drop by our stand between sessions and we’ll show you the same message-level audit trail live: policy, claims and billing systems each connected as their own governed Source, every send tracked from submission through to delivery, bounce or rejection, and inbound replies captured straight back against the case.