Questions
Questions Brokers and Principals Ask
Answers on what Omniron does, how the AI is overseen, how your data is handled, and what it costs to get started.
What It Does
What does Omniron AI do?
It checks every customer email your firm receives, every claim notification and every renewal, against the 4 Consumer Duty outcomes. Complaints, vulnerable customers and fair value issues are flagged as they arrive, a person at your firm decides each one, and your complaints register, vulnerable customer log and renewal records stay up to date in 1 dashboard. Calls and voicemails follow once the Voice & Out of Hours Logger launches.
Who is it for?
AR principal firms and directly authorised insurance brokers alike. Principals see complaints and vulnerable customers across every AR in one place, and brokers have their Consumer Duty evidence build itself.
How does it help with Consumer Duty?
Omniron records which of the 4 outcomes (Products & Services, Price & Value, Consumer Understanding, Consumer Support) each customer contact relates to and flags anything that points to a poor outcome, with extra care for vulnerable customers. The evidence goes straight into your MI and your board's annual Consumer Duty report.
Does it help with the FCA's new complaints return (PS25/19)?
Yes. Every complaint is logged as it arrives, including the 2 new data points: whether the customer is vulnerable and whether the complaint relates to their vulnerability. When the new return starts on 1 January 2027, your figures are ready to export rather than pieced together by hand.
How is this different from file reviews or sampling?
A file review checks a small sample of past cases, weeks or months later. Omniron checks every customer email as it arrives, so a hidden complaint or a vulnerable customer is found while there is still time to act, not at the next review.
How is it different from the compliance software we already use?
Most compliance software helps you manage your framework: policies, training, a compliance calendar and reports. Omniron checks every customer contact as it arrives and records what a person at your firm decided, so you can show what happened to each customer. Many firms use both.
Does Omniron make us FCA compliant?
No tool can. Omniron checks every customer email, flags what needs a person and keeps the record, so you can show how each customer was treated. Your firm makes the decisions and stays responsible for its customers and for meeting the FCA rules.
Is Omniron FCA approved?
The FCA does not approve or endorse software, so no tool can honestly say it is FCA approved. What matters is the evidence your firm can show of how each customer was treated, and who decided.
Does it replace our compliance consultant?
No. It gives your consultant, your board and your team the full picture from every customer contact, so their time goes on judgement, not searching.
Can an AR principal see all its ARs in one place?
Yes, that's what the Principal View is for. It shows complaints, vulnerable customers, claims and renewals across every AR that has agreed, ready for annual AR reviews and your FCA returns.
Do you work with appointed representatives directly?
Yes. An appointed representative can use Omniron for its own inbox. If its principal uses the Principal View, the AR's director agrees in writing before the principal can see its records, and can withdraw that agreement at any time.
Can we start with one product?
Yes. You can start with Compliance Autopilot for email and add Claims Intake or the Renewal Comparator later, or take Compliance 360 for all 4 products in 1 dashboard. The Voice & Out of Hours Logger joins Compliance 360 once it launches.
The AI
What does the AI do, and what does our team do?
The AI reads every customer contact, spots complaints (using the FCA's DISP definition) and signs of vulnerability (the 4 drivers in FG21/1), starts the 8-week deadline and suggests the next step. Your team confirms or corrects each flag with 1 click, so the decision stays with your firm, and every decision is recorded.
Can the AI get things wrong?
Yes, any AI can misread a message, so there are several checks, not 1. The AI quotes the words behind each flag and, when in doubt, flags for review rather than letting something pass. A person confirms or corrects every flag, and each week a person checks a random sample of the emails the AI did not flag, so anything it missed is found and put right.
How does the AI decide what to flag?
It follows written instructions built around the FCA's definition of a complaint (DISP) and the 4 drivers of vulnerability in FG21/1: health, life events, resilience and capability. It is not trained on your data. It suggests; a person at your firm decides.
Can we see why something was flagged?
Yes. For a vulnerable customer it shows the words that raised the flag and the driver; for a complaint, what it is about and the deadline it starts. Your team can open the email itself, and if they disagree, they say why and it is kept on record.
What does the weekly AI sample check involve?
Each week, a person at your firm checks a random sample of last week's customer emails that the AI did not flag: 5% of them, at least 5 and at most 20. Anything the AI missed is logged and put right, and the results go into your board report.
How does it handle vulnerable customers who need extra care?
Omniron flags signs of vulnerability using the 4 drivers in the FCA's guidance (FG21/1): health, life events, resilience and capability, and shows the words that raised the flag. A person reviews each one, it goes into your vulnerable customer log, and your figures show how quickly each was reviewed.
Who is accountable for the AI?
Your firm is. Under the Senior Managers and Certification Regime (SM&CR), the senior manager for an area is accountable for the AI used in it. Omniron records who that is, who reviews flags and does the weekly check, and every decision, so your board report shows the evidence. Omniron prepares the evidence; your firm makes the decisions.
What happens if the AI or Omniron is unavailable?
Your customer emails stay in your own inbox, so nothing is lost and your team carries on as normal. Our service is checked around the clock, we are alerted straight away if it stops, and we tell you if it affects you.
Your Data
Is our data used to train AI?
No. Your data is never used to train AI models, ours or anyone else's. Our AI provider's commercial terms do not allow customer data to be used for training.
Where is our data stored, and is it safe?
Your records are stored in the UK, on Amazon Web Services (AWS) in London. They are encrypted, each firm sees only its own records, and two-step sign-in with an authenticator app is required for Omniron staff and can be required for every login at your firm.
How is customer data protected?
Card and bank details are removed from emails before any AI processing. Connections are encrypted, and every action in the dashboard is recorded.
Who else can see our records?
Only the people at your firm with a login. A principal sees an AR's records only after the AR agrees in writing, and can read but not change them. Omniron staff see them only when they open your firm with a written reason, and every opening is logged for you to see.
Can Omniron staff see our customers' data?
No, unless we open your firm for a reason, such as when you ask for help. Every opening is logged with who opened it, when and why, and you can see that log yourself in your dashboard. Access closes itself after 8 hours.
Do our customers need to know their emails are checked?
Your privacy notice should explain that you use service providers to handle customer communications. Omniron acts as your data processor under a data processing agreement, and we can suggest wording for your privacy notice.
What happens to our data if we leave?
All of your records are exported and returned to you. Once you confirm you have your copy, they are deleted, and the deletion itself is recorded.
Getting Started
How much does it cost?
It depends on the products you choose, the size of your firm and how you pay. To see your firm's exact price, click one of the links below.
Can we try it before committing?
Yes. Your agreement is for 12 months, but the first 90 days are a pilot on your own customer emails. If it has not earned its place, tell us in writing at least 14 days before day 90 and you stop there, with nothing more to pay and all your data returned to you. The set-up fee is paid once and is not refunded. Founding firms (the first 3) have a paid 30-day pilot instead, starting once they are live, and then sign for 12 months if they are happy.
How long does onboarding take?
About 14 days from having what we need from you: logins and set-up in days 1 to 2, your inbox connected and your AI Oversight Setup written with you in days 3 to 7, then switched on with a training session and your first week of flags reviewed together. Your start date is confirmed in your agreement.
What does the set-up fee cover?
Everything to get you running: a secure connection to your customer inbox, tuning to your products and wording, logins for your team, a live training session, and a check of your first week of flags together. On Compliance 360 it also covers your own claims form.
Do we need to replace our broking system?
No. Omniron is an add-on that connects to the inbox your customers already write to. Your policies, quotes and client records stay where they are, and the evidence builds alongside.
Do we have to change how we work?
No. Customers keep emailing and making claims as they do now. Omniron works in the background, and your team reviews every flag in 1 dashboard.
How does it connect to our systems?
We connect securely to the mailbox your customers write to and add a claims form to your website. Claims made by phone are logged by your team in the same dashboard, and renewals are uploaded from a spreadsheet, such as an Excel export from your broking system. Once the Voice & Out of Hours Logger launches, it connects to your phone line too.
Still Have Questions?
Email any question, big or small, and our team will reply personally, usually within 1 working day.