{"id":266893,"date":"2026-11-10T11:00:00","date_gmt":"2026-11-10T10:00:00","guid":{"rendered":"https:\/\/spotler.com\/guides\/sent-or-delivered-for-insurers"},"modified":"2026-11-10T11:00:00","modified_gmt":"2026-11-10T10:00:00","slug":"sent-or-delivered-for-insurers","status":"publish","type":"guides","link":"https:\/\/spotler.com\/en-gb\/guides\/sent-or-delivered-for-insurers","title":{"rendered":"Sent or delivered: Do insurers really know what happens to their emails?"},"content":{"rendered":"<div class=\"wp-block-cover\"><img loading=\"lazy\" decoding=\"async\" width=\"770\" height=\"400\" class=\"wp-block-cover__image-background wp-image-266622 size-full\" alt=\"\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header.webp\" data-object-fit=\"cover\" srcset=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header.webp 770w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header-300x156.webp 300w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header-766x398-1.webp 766w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header-270x140.webp 270w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header-192x100.webp 192w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header-125x65.webp 125w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/iis_guide_header-42x22.webp 42w\" sizes=\"auto, (max-width: 770px) 100vw, 770px\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-dark-blue-background-color has-background-dim-30 has-background-dim\"><\/span><\/p>\n<div class=\"wp-block-cover__inner-container is-layout-constrained wp-block-cover-is-layout-constrained\">\n<h1 class=\"wp-block-heading has-text-align-center has-white-color has-text-color has-link-color has-large-font-size wp-elements-1\" id=\"the-best-email-sending-ap-is-in-2026-a-developers-comparison\">Sent or delivered: Do insurers really know what happens to their emails?<\/h1>\n<\/div>\n<\/div>\n<p class=\"wp-block-paragraph\"><strong>Most insurers can say <em>when <\/em>a customer message left their system. Far fewer can say what happened next. This guide explains why that gap matters, how the replies sent back by the receiving mail server close most of it, and what a message-level record looks like in practice.<\/strong><\/p>\n<p class=\"wp-block-paragraph\">It is written for people who own customer communication at an insurer: operations, IT, compliance, claims, and customer service leads. No knowledge of email protocols is assumed.<\/p>\n<p class=\"wp-block-paragraph\"><strong>Three points to take away:<\/strong><\/p>\n<ul class=\"wp-block-list\">\n<li>A system that records \u201csent\u201d has told you very little. The receiving server&#8217;s reply (accepted, try again later, or rejected) tells you what actually happened.<\/li>\n<li>Under the Consumer Duty, <a href=\"https:\/\/www.fca.org.uk\/publications\/multi-firm-reviews\/insurance-multi-firm-review-outcomes-monitoring-under-consumer-duty\" target=\"_blank\" rel=\"noreferrer noopener\">showing what happened<\/a> carries more weight than describing the process. A message-level record turns that into a lookup.<\/li>\n<li>A failed delivery is information. What you do with it, and whether you can show it, is part of the customer outcome.<\/li>\n<\/ul>\n<p class=\"wp-block-paragraph\">The chapters that follow start with the problem and what \u201csent\u201d hides. They then cover the evidence a receiving server provides, what to do when delivery is delayed or fails, and how to bring many sending systems under one record. A practical plan, a short exercise and a set of frequently asked questions close the guide.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<figure class=\"wp-block-image size-large borderradius20 border2px-darkblue\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"584\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndp-email-insurance-sent-or-delivered.webp\" alt=\"\" class=\"wp-image-266854\"\/><\/figure>\n<h2 id=\"the-question-sent-or-delivered\" class=\"wp-block-heading\">The question: sent, or delivered?<\/h2>\n<p class=\"wp-block-paragraph\">When your business sends an important customer email, do you know whether it arrived? That is a different question from whether your system says it was sent, and the difference is where this guide starts.<\/p>\n<p class=\"wp-block-paragraph\">Think about the messages that matter most: a renewal notice, a claims update, an authentication code. Any one of them can leave your system without an error and still fail to do its job. Your system records it as sent and carries on.<\/p>\n<p class=\"wp-block-paragraph\">Quite often, that middle step between your system and the customer&#8217;s inbox is where visibility ends. The gap already exists somewhere in your organisation.<\/p>\n<figure class=\"wp-block-image size-large borderradius20 border2px-darkblue\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"584\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndp-email-insurance-middleman-1.webp\" alt=\"\" class=\"wp-image-266845\"\/><\/figure>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Three messages, three ways to go wrong<\/h3>\n<p class=\"wp-block-paragraph\">The examples below are illustrative. They are composites of common failure patterns, not accounts of a specific insurer or customer.<\/p>\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column borderradius20 border1px-darkblue is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\">\n<div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div id=\"image-block_5f984c10ade67004fb042732ca5eee87\" class=\"wp-block-image-lightbox\">\n<div class=\"image-wrapper\">\n                                    <a href=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal.webp\" data-fancybox=\"\" data-caption=\"&lt;h3&gt;surespot_renewal&lt;\/h3&gt;\" class=\"zoom-link with-th\"><br \/>\n                <span class=\"zoom-icon\"><\/span><br \/>\n            <\/a><\/p>\n<p>            <img loading=\"lazy\" decoding=\"async\" width=\"1033\" height=\"762\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small.webp\" class=\"image-th\" alt=\"Example of a SureSpot home insurance renewal email with policy details and a home photograph.\" srcset=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small.webp 1033w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small-300x221.webp 300w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small-1024x755.webp 1024w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small-768x567.webp 768w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small-767x566.webp 767w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small-258x190.webp 258w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small-44x32.webp 44w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_renewal_small-817x603.webp 817w\" sizes=\"auto, (max-width: 1033px) 100vw, 1033px\" \/>                    <\/div>\n<\/p><\/div>\n<div class=\"has-text-align-center alignwide\"><strong>Example<\/strong> Renewal notice<\/div>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"wp-block-column borderradius20 border1px-darkblue is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\">\n<div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div id=\"image-block_c4557d47d1fd5865872e6dbabb282f85\" class=\"wp-block-image-lightbox\">\n<div class=\"image-wrapper\">\n                                    <a href=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate.webp\" data-fancybox=\"\" data-caption=\"&lt;h3&gt;surespot_claimsupdate&lt;\/h3&gt;\" class=\"zoom-link with-th\"><br \/>\n                <span class=\"zoom-icon\"><\/span><br \/>\n            <\/a><\/p>\n<p>            <img loading=\"lazy\" decoding=\"async\" width=\"1033\" height=\"762\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small.webp\" class=\"image-th\" alt=\"Example of a SureSpot home insurance claims update email showing a broken vase and claim progress\" srcset=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small.webp 1033w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small-300x221.webp 300w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small-1024x755.webp 1024w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small-768x567.webp 768w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small-767x566.webp 767w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small-258x190.webp 258w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small-44x32.webp 44w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_claimsupdate_small-817x603.webp 817w\" sizes=\"auto, (max-width: 1033px) 100vw, 1033px\" \/>                    <\/div>\n<\/p><\/div>\n<div class=\"has-text-align-center alignwide\"><strong>Example<\/strong> Claims update<\/div>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"wp-block-column borderradius20 border1px-darkblue is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\">\n<div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div id=\"image-block_26feccbfb289f940aaf728527e7d1b03\" class=\"wp-block-image-lightbox\">\n<div class=\"image-wrapper\">\n                                    <a href=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode.webp\" data-fancybox=\"\" data-caption=\"&lt;h3&gt;surespot_logincode&lt;\/h3&gt;\" class=\"zoom-link with-th\"><br \/>\n                <span class=\"zoom-icon\"><\/span><br \/>\n            <\/a><\/p>\n<p>            <img loading=\"lazy\" decoding=\"async\" width=\"1033\" height=\"762\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small.webp\" class=\"image-th\" alt=\"Example of a SureSpot login email with a one-time authentication code and password security advice.\" srcset=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small.webp 1033w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small-300x221.webp 300w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small-1024x755.webp 1024w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small-768x567.webp 768w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small-767x566.webp 767w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small-258x190.webp 258w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small-44x32.webp 44w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/surespot_logincode_small-817x603.webp 817w\" sizes=\"auto, (max-width: 1033px) 100vw, 1033px\" \/>                    <\/div>\n<\/p><\/div>\n<div class=\"has-text-align-center alignwide\"><strong>Example<\/strong> Auth code<\/div>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<p class=\"wp-block-paragraph\"><strong>A renewal notice.<\/strong> A policy administration system generates a renewal notice three weeks before expiry and hands it to the mail relay. The relay accepts it, the system logs \u201csent\u201d, and the job closes. The customer&#8217;s mailbox is full, so the receiving server rejects the message. Nobody at the insurer knows. The customer first hears about the renewal when something has already gone wrong, and the first conversation is a complaint.<\/p>\n<p class=\"wp-block-paragraph\"><strong>A claims update.<\/strong> A claims handler triggers an email confirming that a repair has been approved. The customer changed email provider last year, and the old address no longer exists. The message is rejected permanently within seconds, yet the claims system shows \u201csent\u201d. Two weeks later, the customer calls to ask why nobody has been in touch. The handler can see the message went out, but cannot say what happened to it.<\/p>\n<p class=\"wp-block-paragraph\"><strong>An authentication code.<\/strong> A customer asks for a one-time code to log in to the portal. The receiving server asks the sender to try again later, which is common under greylisting or rate limiting. The code arrives after it has expired. The portal sees no failure, the customer sees a broken login, and the support team sees a ticket that says \u201ccode never arrived\u201d.<\/p>\n<p class=\"wp-block-paragraph\">In each case, the sending system did exactly what it was built to do. What was missing was visibility of the next step.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Why the gap persists<\/h3>\n<p class=\"wp-block-paragraph\">Application logs answer a different question: did our software do its job? \u201cSent\u201d means \u201chanded on\u201d. Delivery depends on another party, the receiving mail server, and that server&#8217;s answer is usually never recorded by the application that sent the message.<\/p>\n<p class=\"wp-block-paragraph\">Closing the gap doesn&#8217;t need new customer data or a new channel. It needs you to keep the answer the receiving side already gives. The rest of this guide is about that answer.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"the-journey-of-a-message\" class=\"wp-block-heading\">The journey of a message<\/h2>\n<p class=\"wp-block-paragraph\">A customer email passes through several hands between your system and their inbox. The table sets out each stage, what can go wrong there, and who normally sees it.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 12%; font-weight: bold;\">Stage<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 29%; font-weight: bold;\">What happens<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 29%; font-weight: bold;\">What can go wrong<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 30%; font-weight: bold;\">Who usually sees it<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">1. Your system<\/td>\n<td style=\"padding: 20px 20px 14px;\">Policy, claims, billing or portal software creates the message<\/td>\n<td style=\"padding: 20px 20px 14px;\">Wrong template, missing data, an outdated address on file<\/td>\n<td style=\"padding: 20px 20px 14px;\">The team that owns the system<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">2. Your sending platform<\/td>\n<td style=\"padding: 14px 20px;\">The message is queued, rendered and sent<\/td>\n<td style=\"padding: 14px 20px;\">Misconfigured sender domain, rate limits, an outage<\/td>\n<td style=\"padding: 14px 20px;\">The platform&#8217;s own logs<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">3. The receiving server<\/td>\n<td style=\"padding: 14px 20px;\">The customer&#8217;s email provider decides whether to accept the message<\/td>\n<td style=\"padding: 14px 20px;\">Mailbox full, address does not exist, message refused or delayed<\/td>\n<td style=\"padding: 14px 20px;\">Often nobody, unless the reply is recorded<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">4. The mailbox<\/td>\n<td style=\"padding: 14px 20px;\">The message is filed in the inbox, another folder or junk<\/td>\n<td style=\"padding: 14px 20px;\">Filed as junk, never opened<\/td>\n<td style=\"padding: 14px 20px;\">The customer only<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">5. The customer<\/td>\n<td style=\"padding: 14px 20px 25px;\">Reads the message, or doesn&#8217;t<\/td>\n<td style=\"padding: 14px 20px 25px;\">Misunderstands it, ignores it, acts late<\/td>\n<td style=\"padding: 14px 20px 25px;\">Visible only through later behaviour: a call, a complaint, a missed payment<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<p class=\"wp-block-paragraph\">Stages one and two sit inside your organisation or your supplier, and most firms monitor them reasonably well. Stages four and five are largely beyond any sender&#8217;s view.<\/p>\n<p class=\"wp-block-paragraph\">Stage three is the interesting one. It sits outside your walls, yet it replies to every message, and the reply is specific, timed and machine-readable. Many setups never keep that reply in a form anyone can search.<\/p>\n<p class=\"wp-block-paragraph\">This guide concentrates on stage three, because it offers the most evidence for the least effort.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"what-the-receiving-side-tells-you\" class=\"wp-block-heading\">What the receiving side tells you<\/h2>\n<p class=\"wp-block-paragraph\">When a sending platform delivers a message, it opens a short exchange with the receiving mail server. The server replies with a three-digit code, usually followed by a line of text that gives the reason. The code falls into one of three groups, and each group tells you something useful. You don&#8217;t need to memorise the codes, only what the groups mean.<\/p>\n<figure class=\"wp-block-image size-large borderradius20 border2px-darkblue\"><img loading=\"lazy\" decoding=\"async\" width=\"1165\" height=\"630\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/signing_contract.webp\" alt=\"\" class=\"wp-image-266654\"\/><\/figure>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 10%; font-weight: bold;\">Response<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 18%; font-weight: bold;\">Meaning<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 72%; font-weight: bold;\">What it tells you<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">250<\/td>\n<td style=\"padding: 20px 20px 14px;\">Accepted<\/td>\n<td style=\"padding: 20px 20px 14px;\">The receiving server has taken the message.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">4xx<\/td>\n<td style=\"padding: 14px 20px;\">Try again later<\/td>\n<td style=\"padding: 14px 20px;\">A temporary problem, such as a full mailbox, greylisting or rate limiting. The message is still in play.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">5xx<\/td>\n<td style=\"padding: 14px 20px 25px;\">Stop sending<\/td>\n<td style=\"padding: 14px 20px 25px;\">A permanent failure: the address is dead, blocked or rejected.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">250: accepted<\/h3>\n<p class=\"wp-block-paragraph\">Take a 250. The server accepted the message, and you can see that for this message, this customer and this time (10:42:07, say). That is already a very different record from \u201cour system says we sent something on Tuesday\u201d. If somebody asks later what happened at the point of handover, you can answer them.<\/p>\n<p class=\"wp-block-paragraph\">One distinction is worth making. A 250 means the receiving server accepted the message. It does not automatically mean the message landed in the inbox, and it doesn&#8217;t prove the whole customer outcome. It is, though, a real and datable piece of the story, and it tells you far more than \u201csent\u201d.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">4xx: try again later<\/h3>\n<p class=\"wp-block-paragraph\">A 4xx is the receiving server saying \u201cnot now\u201d. The usual causes are a full mailbox, a server that is temporarily overloaded, greylisting (a spam-control technique that asks unfamiliar senders to retry) and rate limiting. Nothing is lost at this point, but the message is not yet delivered either.<\/p>\n<p class=\"wp-block-paragraph\">For most messages that is fine. For a time-critical one it is the moment you most want to know. The chapter on handling a 4xx covers what to do.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">5xx: stop sending<\/h3>\n<p class=\"wp-block-paragraph\">A 5xx is a permanent refusal. The address may not exist, the domain may be wrong, or the receiving server may have blocked the sender. Retrying won&#8217;t change the answer, so the useful questions become: why did it fail, and how else do we reach this customer?<\/p>\n<p class=\"wp-block-paragraph\">The chapter on handling a 5xx covers that.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"what-a-message-level-record-looks-like\" class=\"wp-block-heading\">What a message-level record looks like<\/h2>\n<p class=\"wp-block-paragraph\">A message-level record is the receiving side&#8217;s answer, kept against the message it relates to. Four things make it useful:<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Identity:<\/strong> which message it was, to whom, and from which of your systems.<\/li>\n<li><strong>Time:<\/strong> every step carries a timestamp, so the order of events is not a matter of opinion.<\/li>\n<li><strong>Outcome:<\/strong> accepted, delayed, bounced or rejected, with the reason the receiving server gave.<\/li>\n<li><strong>Content:<\/strong> the message as it was actually sent, not as the template looked at the time of the search.<\/li>\n<\/ul>\n<p class=\"wp-block-paragraph\">The example below is illustrative. It shows the record for a renewal notice sent by a policy administration system.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 13%; font-weight: bold;\">Time<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 23%; font-weight: bold;\">Event<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 64%; font-weight: bold;\">Detail<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">10:42:05<\/td>\n<td style=\"padding: 20px 20px 14px;\">Submitted<\/td>\n<td style=\"padding: 20px 20px 14px;\">Received from the policy system by API<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">10:42:06<\/td>\n<td style=\"padding: 14px 20px;\">Processed<\/td>\n<td style=\"padding: 14px 20px;\">Message rendered and queued<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">10:42:07<\/td>\n<td style=\"padding: 14px 20px 25px;\">Accepted (250)<\/td>\n<td style=\"padding: 14px 20px 25px;\">Receiving server took the message<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<p class=\"wp-block-paragraph\">In SendPro this is the event timeline for a message, with the raw message data (headers and content) behind it. Archived messages are kept as an exact copy, including attachments and layout. Read more about the <a href=\"https:\/\/spotler.com\/en-gb\/sendpro\/archive\">message archive<\/a>.<\/p>\n<figure class=\"wp-block-image size-full borderradius20 border2px-darkblue\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"825\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2.webp\" alt=\"\" class=\"wp-image-264204\" srcset=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2.webp 1140w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2-300x217.webp 300w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2-1024x741.webp 1024w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2-768x556.webp 768w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2-767x555.webp 767w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2-263x190.webp 263w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2-44x32.webp 44w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/10\/sndpr-4xx-2-817x591.webp 817w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><\/figure>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">What a record lets you do<\/h3>\n<ul class=\"wp-block-list\">\n<li><strong>Answer a complaint in minutes.<\/strong> Search by policy number, source system or flow, open the record and export it to the case file.<\/li>\n<li><strong>Reproduce what the customer saw.<\/strong> The archived copy shows the message as sent, which settles disputes about wording or attachments.<\/li>\n<li><strong>Spot a failing source system.<\/strong> If one system produces most of your bounces, the record points straight at it.<\/li>\n<li><strong>Support a supervisory or audit request.<\/strong> Evidence of what was sent, when, and what happened to it is available on demand.<\/li>\n<\/ul>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"why-this-matters-to-an-insurer\" class=\"wp-block-heading\">Why this matters to an insurer<\/h2>\n<p class=\"wp-block-paragraph\">For an insurer, a technical detail becomes a regulatory one quickly. The Consumer Duty has put much more focus on outcomes. Saying \u201cthis is our process\u201d is useful, but it isn&#8217;t the same as showing what happened.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">What the FCA is asking for<\/h3>\n<p class=\"wp-block-paragraph\">Consumer understanding is one of the outcomes under the Consumer Duty. In March 2026 the FCA published its review of how firms deliver it, based on a survey of 38 firms that included insurers (<a href=\"https:\/\/www.fca.org.uk\/publications\/good-and-poor-practice\/consumer-understanding-good-practice-areas-improvement\" target=\"_blank\" rel=\"noreferrer noopener\">FCA<\/a>). The review describes good practice as testing communications, reviewing management information regularly, and acting on what it shows.<\/p>\n<p class=\"wp-block-paragraph\">It also names a weakness. Several firms continued to rely on sales data or the absence of complaints as evidence that customers understood. The FCA says that does not give reliable assurance. A further finding was a weak feedback loop: firms monitored, but did not consistently act on what they learned.<\/p>\n<p class=\"wp-block-paragraph\">The review is about whether customers understand what they receive. It does not set a standard for email delivery. The two are linked in the same way: a customer can&#8217;t understand a message that never reached them, and a firm that can&#8217;t show a message arrived can&#8217;t show it was understood. A message-level record is the first link in that chain of evidence.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Silence is not proof<\/h3>\n<p class=\"wp-block-paragraph\">Not hearing complaints doesn&#8217;t necessarily mean a communication worked. A customer who never receives a renewal notice rarely complains about the notice. They complain about what happens next.<\/p>\n<p class=\"wp-block-paragraph\">With a claim, a renewal or another important customer message, being able to go back and reconstruct what happened becomes valuable. It lets you find the failure before the customer does.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">The questions you will be asked<\/h3>\n<p class=\"wp-block-paragraph\">Once a customer disputes a communication, the questions come from several directions. A complaint handler, an internal auditor, a regulator or the customer&#8217;s representative may each ask some version of:<\/p>\n<ul class=\"wp-block-list\">\n<li>Was the message sent, and when?<\/li>\n<li>To which address, and was that the address we held at the time?<\/li>\n<li>Did the customer&#8217;s mail provider accept it?<\/li>\n<li>If it failed, when did we find out, and what did we do?<\/li>\n<li>What did the message say, and what was attached?<\/li>\n<\/ul>\n<p class=\"wp-block-paragraph\">Without a record, each answer is assembled from application logs, template history and recollection. With one, each answer is a lookup.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">The Financial Ombudsman Service<\/h3>\n<p class=\"wp-block-paragraph\">If a complaint reaches the Financial Ombudsman Service, the ombudsman decides on the balance of probabilities: what is most likely to have happened, given the evidence available. In a 2024 decision about policy maturity letters, the ombudsman explained that when a business provides evidence a letter was generated, correctly addressed and sent, the service generally accepts that position (<a href=\"https:\/\/www.financial-ombudsman.org.uk\/decision\/DRN-4353025.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Ombudsman Service, DRN-4353025<\/a>).<\/p>\n<p class=\"wp-block-paragraph\">For email, a message-level record supplies that evidence and goes one step further: it shows whether the customer&#8217;s mail provider accepted the message. It cuts the other way too. A record showing a bounce is evidence that the message did not arrive, which is exactly why the chapters on handling a 4xx and a 5xx matter.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"resilience-at-the-scale-of-one-message\" class=\"wp-block-heading\">Resilience at the scale of one message<\/h2>\n<p class=\"wp-block-paragraph\">Resilience is usually discussed at a very large scale: cloud infrastructure, critical suppliers, business continuity. Regulators ask insurers about their dependence on third parties, and insurers ask the same of the suppliers who carry their customer communications. In the UK, the FCA and PRA operational resilience rules apply to all Solvency II insurers, which had until 31 March 2025 to show they could stay within impact tolerances for their important business services (<a href=\"https:\/\/www.fca.org.uk\/firms\/operational-resilience\/insights-insurance-firms\" target=\"_blank\" rel=\"noreferrer noopener\">FCA<\/a>). For groups with EU entities, DORA applies as well.<\/p>\n<p class=\"wp-block-paragraph\">In its review of insurers, the FCA highlighted as good practice firms that considered possible harm at each point of the customer journey, including renewing a policy and making a claim or a complaint. Each of those moments depends on messages getting through.<\/p>\n<p class=\"wp-block-paragraph\">The chain eventually runs out of levels. At the bottom sits one customer waiting for one message. That is where resilience becomes practical, and four questions apply:<\/p>\n<ol class=\"wp-block-list\">\n<li>If that message can&#8217;t get through right now, does anyone know?<\/li>\n<li>Does the platform keep trying?<\/li>\n<li>Can you see what&#8217;s happening?<\/li>\n<li>If the message really matters, can you do anything about it?<\/li>\n<\/ol>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Not every message is equal<\/h3>\n<p class=\"wp-block-paragraph\">The answers depend on the message. A useful starting point is to sort your customer communications into three tiers, so that you can decide in advance what happens when delivery is delayed or fails.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 10%; font-weight: bold;\">Tier<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 45%; font-weight: bold;\">Examples<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 45%; font-weight: bold;\">What matters most<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">Routine<\/td>\n<td style=\"padding: 20px 20px 14px;\">Policy document packs, general service updates<\/td>\n<td style=\"padding: 20px 20px 14px;\">The message arrives eventually, and the record shows it.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Important<\/td>\n<td style=\"padding: 14px 20px;\">Renewal notices, claims decisions, cancellation notices<\/td>\n<td style=\"padding: 14px 20px;\">Someone is alerted before a deadline passes, and a fallback exists.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">Time-critical<\/td>\n<td style=\"padding: 14px 20px 25px;\">Authentication codes, payment failure alerts, fraud or unusual-activity alerts<\/td>\n<td style=\"padding: 14px 20px 25px;\">Delay itself is the failure, so the fallback starts quickly.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<p class=\"wp-block-paragraph\">The tiers above are a starting point, not a standard. Your own list will differ. What matters is that you decide it before the afternoon something goes wrong.<\/p>\n<p class=\"wp-block-paragraph\">The next two chapters show what the answers look like when the receiving server says \u201cnot yet\u201d, and when it says \u201cno\u201d.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"when-the-answer-is-not-yet-handling-a-4-xx\" class=\"wp-block-heading\">When the answer is \u201cnot yet\u201d: handling a 4xx<\/h2>\n<p class=\"wp-block-paragraph\">A 4xx isn&#8217;t a failure. The receiving server is asking the sender to come back later, perhaps because the mailbox is full, the message has been greylisted or the sender is being rate limited. Nothing dramatic has happened yet.<\/p>\n<p class=\"wp-block-paragraph\">The platform keeps hold of the message and tries again. This isn&#8217;t a dead end: the message is still in play. SendPro&#8217;s <a href=\"https:\/\/spotler.com\/en-gb\/sendpro\/bounce-management\">bounce management<\/a> separates temporary problems (soft bounces) from permanent ones (hard bounces), and handles each differently.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">What a delayed message looks like<\/h3>\n<p class=\"wp-block-paragraph\">The example below is illustrative. A claims update is submitted at 14:20:03, and the receiving server asks for a retry at 14:20:41.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 11%; font-weight: bold;\">Time<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 19%; font-weight: bold;\">Event<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 70%; font-weight: bold;\">Detail<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">14:20:03<\/td>\n<td style=\"padding: 20px 20px 14px;\">Submitted<\/td>\n<td style=\"padding: 20px 20px 14px;\">Received from the claims system<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">14:20:03<\/td>\n<td style=\"padding: 14px 20px;\">Processed<\/td>\n<td style=\"padding: 14px 20px;\">Message rendered and queued<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">14:20:41<\/td>\n<td style=\"padding: 14px 20px;\">Deferred (4xx)<\/td>\n<td style=\"padding: 14px 20px;\">Receiving server asked the sender to try again later<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">14:26:18<\/td>\n<td style=\"padding: 14px 20px 25px;\">Retried<\/td>\n<td style=\"padding: 14px 20px 25px;\">Second attempt in progress<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<p class=\"wp-block-paragraph\">Without a record, this message would simply read \u201csent\u201d. With one, the claims team can see that it&#8217;s delayed, and for how long.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">The decision you now have<\/h3>\n<p class=\"wp-block-paragraph\">The retry carries on in the background, but now you know there is a temporary problem, and that gives you a choice. If the message is routine, let the platform do its job. If it&#8217;s urgent, you have options: an SMS, a heads-up to support, or another route. You make that decision because you know what is happening, rather than because someone eventually notices that something went wrong.<\/p>\n<p class=\"wp-block-paragraph\">The tiers from the previous chapter turn that choice into a rule. The table is illustrative, and the thresholds are for you to set.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 22%; font-weight: bold;\">Message<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 14%; font-weight: bold;\">Tier<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 64%; font-weight: bold;\">What to do on a 4xx<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">Policy document pack<\/td>\n<td style=\"padding: 20px 20px 14px;\">Routine<\/td>\n<td style=\"padding: 20px 20px 14px;\">Let the platform retry. Review the record if it is still undelivered after the period you&#8217;ve agreed.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Renewal notice<\/td>\n<td style=\"padding: 14px 20px;\">Important<\/td>\n<td style=\"padding: 14px 20px;\">Retry, and alert the service team if it remains undelivered a set time before the renewal date.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Payment failure alert<\/td>\n<td style=\"padding: 14px 20px;\">Time-critical<\/td>\n<td style=\"padding: 14px 20px;\">Retry, and send an SMS in parallel.<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">Authentication code<\/td>\n<td style=\"padding: 14px 20px 25px;\">Time-critical<\/td>\n<td style=\"padding: 14px 20px 25px;\">Don&#8217;t wait for a retry. Let the customer request a new code or switch channel.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Knowing when to stop waiting<\/h3>\n<p class=\"wp-block-paragraph\">A retry that succeeds three days later is a success for a policy document pack and a failure for an authentication code. Agree for each tier how long a delay is acceptable, and what happens when that time runs out. The platform handles the retrying. The deadline, and the fallback behind it, are decisions for your business.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"when-the-answer-is-no-handling-a-5-xx\" class=\"wp-block-heading\">When the answer is \u201cno\u201d: handling a 5xx<\/h2>\n<p class=\"wp-block-paragraph\">A 5xx is less forgiving. At this point, retrying is just stubborn: the address is dead, blocked or rejected, and another attempt isn&#8217;t going to fix that. So you stop using it, and the question becomes how else to reach the customer.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Why a message gets a 5xx<\/h3>\n<p class=\"wp-block-paragraph\">The cause decides the next step. The table is a simplified guide.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 15%; font-weight: bold;\">Cause<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 42%; font-weight: bold;\">Typical reason<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 43%; font-weight: bold;\">Likely next step<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">Address does not exist<\/td>\n<td style=\"padding: 20px 20px 14px;\">A typing error at sign-up, or an account the customer has closed<\/td>\n<td style=\"padding: 20px 20px 14px;\">Correct the address at the source, or contact the customer another way<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Domain does not exist<\/td>\n<td style=\"padding: 14px 20px;\">A misspelt domain, such as a missing letter in the provider&#8217;s name<\/td>\n<td style=\"padding: 14px 20px;\">Check the address with the customer<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Message refused<\/td>\n<td style=\"padding: 14px 20px;\">The receiving server blocked the sender or rejected the content<\/td>\n<td style=\"padding: 14px 20px;\">Investigate with your sending platform<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">Mailbox disabled<\/td>\n<td style=\"padding: 14px 20px 25px;\">The customer&#8217;s account has been suspended or removed<\/td>\n<td style=\"padding: 14px 20px 25px;\">Switch channel<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Three steps<\/h3>\n<p class=\"wp-block-paragraph\">A hard bounce needs to lead somewhere. In practice, that means three steps:<\/p>\n<ol class=\"wp-block-list\">\n<li><strong>Suppress the address.<\/strong> Stop using an address you now know is bad. SendPro filters out hard-bounced addresses and keeps them on a dropout list, where they can be corrected, and the correction passed back to the source system.<\/li>\n<li><strong>Switch channel.<\/strong> A hard bounce doesn&#8217;t mean you&#8217;re done with the customer. It means this particular route is done. If the message matters, decide whether a call, an SMS or a letter should follow.<\/li>\n<li><strong>Log what happened.<\/strong> Keep a record of the failure and of what you did next, attached to the message itself.<\/li>\n<\/ol>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">A worked example<\/h3>\n<p class=\"wp-block-paragraph\">The example is illustrative. A claims update confirming an approved repair is sent to the address held on the customer&#8217;s file. The receiving server rejects it within seconds because the address no longer exists.<\/p>\n<p class=\"wp-block-paragraph\">Without a record, the claims handler sees \u201csent\u201d, and the customer calls two weeks later to ask for news. With one, the handler sees the rejection the same day. The address goes to the dropout list, the customer is phoned, the corrected address is saved back to the claims system, and the note on the case says what was done and when.<\/p>\n<p class=\"wp-block-paragraph\">When the customer&#8217;s complaint arrives, if it does, the answer is already written.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">The record is the point<\/h3>\n<p class=\"wp-block-paragraph\">The third step is what the later question rests on. When somebody asks what happened, the answer isn&#8217;t just \u201cthe email bounced\u201d. You can also show what you did about it. SendPro&#8217;s <a href=\"https:\/\/spotler.com\/en-gb\/sendpro\/archive\">message archive<\/a> keeps an exact copy of archived messages, including attachments and layout, for a year, and their metadata for three years.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"the-cost-of-ignoring-a-bounce\" class=\"wp-block-heading\">The cost of ignoring a bounce<\/h2>\n<p class=\"wp-block-paragraph\">A hard bounce tells you something specific: the address you hold for this customer no longer works. What you do with that information has regulatory, reputational and practical consequences.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Data accuracy<\/h3>\n<p class=\"wp-block-paragraph\">The UK GDPR requires personal data to be accurate and, where necessary, kept up to date. The ICO&#8217;s guidance says that if you discover personal data is incorrect or misleading, you must take reasonable steps to correct or erase it as soon as possible (<a href=\"https:\/\/ico.org.uk\/for-organisations\/uk-gdpr-guidance-and-resources\/data-protection-principles\/a-guide-to-the-data-protection-principles\/accuracy\/\" target=\"_blank\" rel=\"noreferrer noopener\">ICO<\/a>).<\/p>\n<p class=\"wp-block-paragraph\">The ICO&#8217;s own example is a postal mailing returned marked \u201cnot at this address\u201d: the organisation should update its records to show the address is no longer current. A hard bounce is the email equivalent. The ICO notes that this guidance is under review following the Data (Use and Access) Act.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<figure class=\"wp-block-image size-large borderradius20 border2px-darkblue\"><img loading=\"lazy\" decoding=\"async\" width=\"2014\" height=\"781\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/union_jack_pecr.webp\" alt=\"\" class=\"wp-image-266866\"\/><\/figure>\n<h3 class=\"wp-block-heading\">The higher PECR maximum<\/h3>\n<p class=\"wp-block-paragraph\">Since 5 February 2026, the maximum fine under PECR, the UK&#8217;s Privacy and Electronic Communications Regulations, has been \u00a317.5 million or 4% of annual global turnover. It was previously \u00a3500,000. The change came through the Data (Use and Access) Act 2025 and its sixth commencement regulations (<a href=\"https:\/\/www.cliffordchance.com\/insights\/resources\/blogs\/talking-tech\/en\/articles\/2026\/02\/key-aspects-of-the-data--use-and-access--act-take-effect.html\" target=\"_blank\" rel=\"noreferrer noopener\">Clifford Chance<\/a>; <a href=\"https:\/\/www.mayerbrown.com\/en\/insights\/publications\/2025\/06\/the-data-use-and-access-act-pecr-reform-rules-relating-to-electronic-marketing-and-cookies-in-the-uk\" target=\"_blank\" rel=\"noreferrer noopener\">Mayer Brown<\/a>).<\/p>\n<p class=\"wp-block-paragraph\">PECR&#8217;s marketing rules apply to direct marketing. Messages sent for administrative or customer service purposes count as service messages, so a neutral renewal notice or claims update falls outside them. That exemption falls away if a message has a promotional element (<a href=\"https:\/\/www.rpclegal.com\/snapshots\/data-protection\/winter-2022\/ico-publishes-new-guidance-on-marketing-by-electronic-mail\/\" target=\"_blank\" rel=\"noreferrer noopener\">RPC<\/a>). A renewal notice that also promotes add-ons sits closest to that line.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Three reasons to act on a hard bounce<\/h3>\n<ul class=\"wp-block-list\">\n<li><strong>Regulatory.<\/strong> Carrying on with an address you know has failed sits uneasily with the accuracy principle, and with PECR wherever a message carries promotional content.<\/li>\n<li><strong>Reputational.<\/strong> Mailbox providers watch how a sender behaves. SendPro filters hard-bounced addresses to protect your reputation as a sender, which in turn protects delivery of the messages that do matter.<\/li>\n<li><strong>Practical.<\/strong> A customer behind a dead address isn&#8217;t being served. Every unhandled bounce is a customer who is not receiving something you believed they had.<\/li>\n<\/ul>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"many-systems-one-customer-conversation\" class=\"wp-block-heading\">Many systems, one customer conversation<\/h2>\n<p class=\"wp-block-paragraph\">Most insurers don&#8217;t have one system sending every customer message. Policy, claims, billing, CRM and customer portals each have their own reason to send something, and each can only report that it sent it.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">What fragmentation looks like<\/h3>\n<p class=\"wp-block-paragraph\">The scenario below is illustrative, and it will look familiar. Policy administration sends renewal notices through its own mail relay. The claims platform uses a cloud email service set up by a project team. Billing sends reminders from a module in the finance system. The CRM uses its own sending tool, and the customer portal relies on the default settings of the framework it was built on.<\/p>\n<p class=\"wp-block-paragraph\">Each system has its own logs, its own credentials and its own idea of success. None of them can answer a question that crosses a system boundary, such as \u201cwhat have we sent this customer in the last month?\u201d<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div class=\"wp-block-image borderradius20\">\n<figure class=\"alignright size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"741\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-1024x741.webp\" alt=\"\" class=\"wp-image-266168\" style=\"aspect-ratio:1.3819706498951783;width:358px;height:auto\" srcset=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-1024x741.webp 1024w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-300x217.webp 300w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-768x556.webp 768w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-767x555.webp 767w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-263x190.webp 263w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-44x32.webp 44w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05-817x591.webp 817w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/11\/sndpr-home-solve-05.webp 1140w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<h3 class=\"wp-block-heading\">One record around the message<\/h3>\n<p class=\"wp-block-paragraph\">SendPro sits between those systems and the receiving side. Instead of every source simply saying \u201cyes, I sent it\u201d, you build a history around the message itself: what went out, what came back, and what happened afterwards. That is the visibility missing since the start of this guide.<\/p>\n<p class=\"wp-block-paragraph\">Every source sends through SendPro, and the replies from the receiving side come back to it, so one record holds what went out and what came back.<\/p>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Governance without friction<\/h3>\n<p class=\"wp-block-paragraph\">Each system connects as its own source, by REST API or SMTP relay, with its own credentials and permissions. The sources stay separate from one another while sharing sender domains, templates and reporting. If bounces spike, the record points at the system responsible rather than at the account as a whole. Linking multiple sources and assigning user roles are part of SendPro Premium.<\/p>\n<p class=\"wp-block-paragraph\">Two further capabilities follow from having one platform in the middle:<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Inbound replies.<\/strong> A customer&#8217;s reply to a claims email, or a document they send back, can be parsed and routed into your claims or case system, so the trail covers both directions of the conversation.<\/li>\n<li><strong>Email and SMS together.<\/strong> The same platform handles transactional email and SMS, which makes the \u201cswitch channel\u201d step from the previous chapters a configuration choice rather than a second integration project.<\/li>\n<\/ul>\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h3 class=\"wp-block-heading\">Delivery is the start, not the end<\/h3>\n<p class=\"wp-block-paragraph\">Delivery is only one part of the picture, and it doesn&#8217;t solve the whole customer experience. You still need good customer data. You need to understand the other communication going on around that person. Eventually you want to know whether any of it helped.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 30%; font-weight: bold;\">Layer<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 70%; font-weight: bold;\">The question it answers<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">Delivery<\/td>\n<td style=\"padding: 20px 20px 14px;\">Did it work?<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Data<\/td>\n<td style=\"padding: 14px 20px;\">Who is this?<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Communication<\/td>\n<td style=\"padding: 14px 20px;\">What else are we sending them?<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">Feedback<\/td>\n<td style=\"padding: 14px 20px 25px;\">Did any of it help?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<p class=\"wp-block-paragraph\">Delivery gives you a much better starting point. Instead of several systems each saying they sent something, you begin to see one customer conversation.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<figure class=\"wp-block-image size-full borderradius20 border2px-darkblue\"><img loading=\"lazy\" decoding=\"async\" width=\"770\" height=\"300\" src=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/09\/checking-watch-breaker.webp\" alt=\"\" class=\"wp-image-259424\" srcset=\"https:\/\/spotler.com\/wp-content\/uploads\/2026\/09\/checking-watch-breaker.webp 770w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/09\/checking-watch-breaker-300x117.webp 300w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/09\/checking-watch-breaker-768x299.webp 768w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/09\/checking-watch-breaker-767x299.webp 767w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/09\/checking-watch-breaker-488x190.webp 488w, https:\/\/spotler.com\/wp-content\/uploads\/2026\/09\/checking-watch-breaker-44x17.webp 44w\" sizes=\"auto, (max-width: 770px) 100vw, 770px\" \/><\/figure>\n<h2 id=\"putting-it-into-practice\" class=\"wp-block-heading\">Putting it into practice<\/h2>\n<p class=\"wp-block-paragraph\">Bringing this into your organisation doesn&#8217;t have to start with a technology project. It starts with five decisions.<\/p>\n<ol class=\"wp-block-list\">\n<li><strong>List your critical messages.<\/strong> Begin with five to ten that would cause real harm if they failed: renewals, claims decisions, payment alerts, authentication codes, cancellation notices.<\/li>\n<li><strong>Map the systems that send them.<\/strong> For each message, note which system generates it, which route it takes out, and who owns that route.<\/li>\n<li><strong>Decide what evidence you would need.<\/strong> For each message, write down the questions you&#8217;d have to answer in a complaint, and check how long you need to keep the answers against your own retention rules.<\/li>\n<li><strong>Agree what happens on a delay or a failure.<\/strong> Name who is alerted, how quickly, and which fallback channel applies, using the tiers from the resilience chapter.<\/li>\n<li><strong>Assign an owner and review the data.<\/strong> The FCA&#8217;s description of good practice includes clear ownership, regular review of management information, and tracked actions. Delivery data belongs in that review.<\/li>\n<\/ol>\n<p class=\"wp-block-paragraph\">The register below shows how to capture the first four decisions. It is illustrative, and the entries are examples only.<\/p>\n<table style=\"width: 100%; border-collapse: separate; border-spacing: 0; border-radius: 20px; overflow: hidden; font-family: Arial, sans-serif; border: 2px solid #002a4d;\">\n<thead>\n<tr>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 11%; font-weight: bold;\">Message<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 11%; font-weight: bold;\">Source system<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 7%; font-weight: bold;\">Tier<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 24%; font-weight: bold;\">Evidence needed<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 23%; font-weight: bold;\">On a 4xx<\/th>\n<th style=\"background: #23afe6; color: #ffffff; text-align: left; padding: 18px 20px; font-size: 18px; width: 24%; font-weight: bold;\">On a 5xx<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"padding: 20px 20px 14px;\">Renewal notice<\/td>\n<td style=\"padding: 20px 20px 14px;\">Policy administration<\/td>\n<td style=\"padding: 20px 20px 14px;\">Important<\/td>\n<td style=\"padding: 20px 20px 14px;\">Time accepted, address used, copy of message<\/td>\n<td style=\"padding: 20px 20px 14px;\">Alert service team before the renewal date<\/td>\n<td style=\"padding: 20px 20px 14px;\">Phone the customer, correct the address<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Claims update<\/td>\n<td style=\"padding: 14px 20px;\">Claims platform<\/td>\n<td style=\"padding: 14px 20px;\">Important<\/td>\n<td style=\"padding: 14px 20px;\">Time accepted, copy of message, reply if any<\/td>\n<td style=\"padding: 14px 20px;\">Retry, review daily<\/td>\n<td style=\"padding: 14px 20px;\">Phone the customer, update the case<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px;\">Payment failure alert<\/td>\n<td style=\"padding: 14px 20px;\">Billing<\/td>\n<td style=\"padding: 14px 20px;\">Time-critical<\/td>\n<td style=\"padding: 14px 20px;\">Time accepted, channel used<\/td>\n<td style=\"padding: 14px 20px;\">Send an SMS in parallel<\/td>\n<td style=\"padding: 14px 20px;\">Send an SMS, then phone<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: 14px 20px 25px;\">Authentication code<\/td>\n<td style=\"padding: 14px 20px 25px;\">Customer portal<\/td>\n<td style=\"padding: 14px 20px 25px;\">Time-critical<\/td>\n<td style=\"padding: 14px 20px 25px;\">Time sent and accepted<\/td>\n<td style=\"padding: 14px 20px 25px;\">Offer a new code or another channel<\/td>\n<td style=\"padding: 14px 20px 25px;\">Prompt the customer to check their address<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"what-send-pro-does-and-does-not-do\" class=\"wp-block-heading\">What SendPro does and does not do<\/h2>\n<p class=\"wp-block-paragraph\">SendPro is the delivery and logging layer for your email and SMS. It gives you evidence of what was sent, when, and what happened. It doesn&#8217;t decide what your business sends, detect fraud, or confer compliance status on your organisation.<\/p>\n<ul class=\"wp-block-list\">\n<li><strong>Evidence, not a guarantee.<\/strong> A message-level record supports your record-keeping and your answers to a regulator or the Financial Ombudsman Service. Meeting your obligations remains your organisation&#8217;s responsibility.<\/li>\n<li><strong>Accepted is not the same as in the inbox.<\/strong> A 250 tells you the receiving server took the message. It cannot tell you what the customer then did with it.<\/li>\n<li><strong>Hosted in the EU.<\/strong> SendPro is built and hosted in Europe, and Spotler is ISO 27001 certified.<\/li>\n<\/ul>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"frequently-asked-questions\" class=\"wp-block-heading\">Frequently asked questions<\/h2>\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1793365731206\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What is the difference between sent and delivered?<\/h3>\n<div class=\"rank-math-answer \">\n<p>\u201cSent\u201d means your system handed the message to a mail server. \u201cDelivered\u201d means the receiving server accepted it. The first is recorded by your own software. The second depends on another party, and has to be recorded from that party&#8217;s reply.<\/p>\n<\/div>\n<\/div>\n<div id=\"faq-question-1793365731207\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Does a 250 mean the customer saw the message?<\/h3>\n<div class=\"rank-math-answer \">\n<p>No. A 250 means the receiving server accepted the message. It doesn&#8217;t tell you whether the message reached the inbox or was opened, and it can&#8217;t tell you what the customer did next. It is still the most reliable evidence of handover available to a sender.<\/p>\n<\/div>\n<\/div>\n<div id=\"faq-question-1793365731208\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What is the difference between a soft bounce and a hard bounce?<\/h3>\n<div class=\"rank-math-answer \">\n<p>A soft bounce is a temporary problem, such as a full mailbox, and can resolve on a later attempt. A hard bounce means delivery will never succeed for that address, most often because it doesn&#8217;t exist. SendPro categorises each bounce as one or the other.<\/p>\n<\/div>\n<\/div>\n<div id=\"faq-question-1793365731209\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">What happens to an address after a hard bounce?<\/h3>\n<div class=\"rank-math-answer \">\n<p>SendPro filters the address out, so you stop sending to it, and places the undelivered message on a dropout list. From there you can correct the address and resend, and the bounce can be passed back to the source system so the data is fixed at its origin.<\/p>\n<\/div>\n<\/div>\n<div id=\"faq-question-1793365731210\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">How long are messages kept?<\/h3>\n<div class=\"rank-math-answer \">\n<p>SendPro&#8217;s message archive keeps a copy of archived messages for a year and their metadata for three years. Compare these periods with your own retention policy.<\/p>\n<\/div>\n<\/div>\n<div id=\"faq-question-1793365731211\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Do we have to replace our existing systems?<\/h3>\n<div class=\"rank-math-answer \">\n<p>No. Your policy, claims, billing, CRM and portal systems carry on sending as they do now. They connect to SendPro through an API or SMTP, and SendPro handles delivery and records what happens.<\/p>\n<\/div>\n<\/div>\n<div id=\"faq-question-1793365731212\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Does using SendPro make us compliant with the Consumer Duty?<\/h3>\n<div class=\"rank-math-answer \">\n<p>No. SendPro provides message-level evidence that supports your record-keeping and your answers to a regulator or the Financial Ombudsman Service. Compliance with the Consumer Duty, or any other rule, remains your organisation&#8217;s responsibility.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"an-exercise-for-your-next-working-day\" class=\"wp-block-heading\">An exercise for your next working day<\/h2>\n<p class=\"wp-block-paragraph\">Pick one customer message that really matters: a renewal, a claims decision, an authentication code, or whatever it is for your organisation. Then see whether you can answer one question. What happened after we sent it?<\/p>\n<p class=\"wp-block-paragraph\">Not what the process says should happen, and not what usually happens. What happened to that message? Look for:<\/p>\n<ul class=\"wp-block-list\">\n<li>when it was accepted<\/li>\n<li>whether it was retried<\/li>\n<li>whether it was opened<\/li>\n<li>whether it was clicked<\/li>\n<li>what action followed<\/li>\n<\/ul>\n<p class=\"wp-block-paragraph\">If you can answer, good. If you can&#8217;t, you&#8217;ve found the blind spot.<\/p>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<h2 id=\"next-step\" class=\"wp-block-heading\">Next step<\/h2>\n<p class=\"wp-block-paragraph\">If you&#8217;d like to see a message-level record for one of your own customer messages, <a href=\"https:\/\/spotler.com\/en-gb\/demo\">book a SendPro demo<\/a>. Bring the message you chose in the exercise above, and we&#8217;ll follow it from send to outcome.<\/p>\n<p class=\"wp-block-paragraph\">If you&#8217;d rather explore the platform yourself, you can <a href=\"https:\/\/spotler.com\/en-gb\/sendpro\/trial\">start a free SendPro trial<\/a>.<\/p>\n<div class=\"button-block\">\n                            <a class=\"btn blue-btn\" href=\"https:\/\/spotler.com\/en-gb\/demo\"><span>Book a SendPro demo<\/span><\/a>\n                                                <\/div>\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<div class=\"wp-block-group has-light-blue-background-color has-background\">\n<div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h5 class=\"wp-block-heading\">Sources<\/h5>\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.fca.org.uk\/publications\/good-and-poor-practice\/consumer-understanding-good-practice-areas-improvement\" target=\"_blank\" rel=\"noreferrer noopener\">FCA: Consumer understanding, good practice and areas for improvement<\/a> (13 March 2026)<\/li>\n<li><a href=\"https:\/\/www.fca.org.uk\/firms\/operational-resilience\/insights-insurance-firms\" target=\"_blank\" rel=\"noreferrer noopener\">FCA: Operational resilience insights for insurance firms<\/a><\/li>\n<li><a href=\"https:\/\/www.financial-ombudsman.org.uk\/decision\/DRN-4353025.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Ombudsman Service: final decision DRN-4353025<\/a> (2024)<\/li>\n<li><a href=\"https:\/\/ico.org.uk\/for-organisations\/uk-gdpr-guidance-and-resources\/data-protection-principles\/a-guide-to-the-data-protection-principles\/accuracy\/\" target=\"_blank\" rel=\"noreferrer noopener\">ICO: Principle (d), accuracy<\/a><\/li>\n<li><a href=\"https:\/\/www.cliffordchance.com\/insights\/resources\/blogs\/talking-tech\/en\/articles\/2026\/02\/key-aspects-of-the-data--use-and-access--act-take-effect.html\" target=\"_blank\" rel=\"noreferrer noopener\">Clifford Chance: Key aspects of the Data (Use and Access) Act take effect<\/a> (6 February 2026)<\/li>\n<li><a href=\"https:\/\/www.mayerbrown.com\/en\/insights\/publications\/2025\/06\/the-data-use-and-access-act-pecr-reform-rules-relating-to-electronic-marketing-and-cookies-in-the-uk\" target=\"_blank\" rel=\"noreferrer noopener\">Mayer Brown: PECR reform, rules relating to electronic marketing and cookies in the UK<\/a> (1 July 2025)<\/li>\n<li><a href=\"https:\/\/www.rpclegal.com\/snapshots\/data-protection\/winter-2022\/ico-publishes-new-guidance-on-marketing-by-electronic-mail\/\" target=\"_blank\" rel=\"noreferrer noopener\">RPC: ICO publishes new guidance on marketing by electronic mail<\/a> (23 December 2022)<\/li>\n<\/ul>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Insurers: learn what 250, 4xx and 5xx responses tell you, how to act on bounces, and how to show that a customer email was sent AND delivered.<\/p>\n","protected":false},"featured_media":266634,"template":"","cat_product":[3131],"cat_industry":[2006],"cat_topic":[1636],"class_list":["post-266893","guides","type-guides","status-publish","has-post-thumbnail","hentry","cat_product-spotler-sendpro","cat_industry-banking-insurance-en-gb","cat_topic-deliverability-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/guides\/266893","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/guides"}],"about":[{"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/types\/guides"}],"version-history":[{"count":0,"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/guides\/266893\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/media\/266634"}],"wp:attachment":[{"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/media?parent=266893"}],"wp:term":[{"taxonomy":"cat_product","embeddable":true,"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/cat_product?post=266893"},{"taxonomy":"cat_industry","embeddable":true,"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/cat_industry?post=266893"},{"taxonomy":"cat_topic","embeddable":true,"href":"https:\/\/spotler.com\/en-gb\/wp-json\/wp\/v2\/cat_topic?post=266893"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}