Mooring for insurers and brokers
Policy and claims records you can stand behind
Insurers and brokers keep records across policy systems, claims platforms, delegated partners and inboxes, some needed for decades and some that shouldn't be kept at all. Mooring checks the register, chases owners, tests retrieval and certifies disposal, with the evidence in one place.
The rules
What you have to be able to prove
Where it goes wrong
The problems we see in insurers and brokers
Long-tail risk outlives the policy
A liability claim can arrive years after a policy expired. If the wording, schedule or claims file can't be found, defending or paying the claim correctly becomes guesswork.
Records sit with partners
Delegated authority partners, third-party claims administrators and outsourced call centres hold records on your behalf. Your register says they exist; few firms test that they can actually be produced.
Personal data piles up
Declined quotes, lapsed policies and closed claims, often including health information, accumulate in systems long after any reason to keep them. Storage limitation applies to all of it.
Consumer Duty evidence depends on records
Board reports on customer outcomes lean on claims, complaints and communications records. Gaps in the records become gaps in the evidence.
Typical retention
Records you'll be asked about
Common starting points with their basis. Your own retention schedule always takes precedence; confirm periods with your compliance team.
| Record type | Typically kept | Basis |
|---|---|---|
| Policy wordings, schedules and endorsements | 6 years after expiry; longer for long-tail liability | Limitation Act 1980 |
| Claims files | 6 years after settlement; longer for long-tail and latent claims | Limitation Act 1980 |
| Complaints | 3 years, 5 for MiFID business | DISP 1.9 |
| Quotes not taken up | Short, justified period | UK GDPR storage limitation |
| Customer due diligence (life and investment business) | 5 years after the relationship ends | MLR 2017 reg. 40 |
How Mooring helps
Four controls, evidenced automatically
Inventory attestation
Record owners, including named contacts at delegated partners and claims administrators, confirm their records from one email with no login.
Location conformance
Web-accessible locations are checked nightly, so moved or missing wordings and files are named before a claim needs them.
Retrieval testing
Sample records are sent for retrieval within a deadline, including records held by partners, and the results are recorded.
Certified disposal
Records past retention are queued, legal holds, for example on open claims or complaints, block disposal, and each approved disposal gets a certificate.
Example · Insurers and brokers
A commercial lines broker with delegated authority
A broker places commercial liability and property business and handles claims for some schemes through a third-party administrator. Its register lists 2,000 records across policy files, wordings, claims files and complaints, owned by 30 people internally and 4 contacts at partners.
After import, Mooring finds 52 records without a working location, mostly scheme wordings from before a system migration. The attestation campaign reaches all 34 owners, including the partner contacts, who confirm or correct their records from the same email. A retrieval test of 25 records, 8 of them held by the claims administrator, is completed within the week, with two late responses recorded.
Separately, 300 declined-quote records past the broker's retention period are disposed of with certificates, while three linked to open complaints stay put because they're on legal hold.
This is an illustrative example, not a customer story.
Questions
Can partners and administrators take part?
Yes. Any record owner with an email address can be a steward. They get a single-use link and need no account.
Does Mooring store policy or claims documents?
No. It stores the register: record IDs, owners, locations and retention details. Documents stay in your systems.
How do we handle long-tail retention?
Set the retention period per record type in your register, for example longer periods for liability wordings. Mooring calculates disposal dates from your schedule and never disposes of anything under a hold.
Do we need to integrate our policy or claims system?
No. Import an Excel or CSV export of the register. Web locations are checked automatically; others are confirmed by their owners.
See Mooring on your own register
A 30-minute walkthrough. Bring an anonymised extract and we'll load it live. Early-access firms get a free pilot.
Sources
- FCA Handbook, SYSC 9: record-keeping (opens in a new tab)
- FCA Handbook, DISP 1.9: complaints record rule (opens in a new tab)
- FCA Handbook, PRIN 2A: the Consumer Duty (opens in a new tab)
- Limitation Act 1980 (opens in a new tab)
- Limitation Act 1980, s.14B: overriding time limit for negligence (latent damage) (opens in a new tab)
- Money Laundering Regulations 2017, regulation 40 (opens in a new tab)
- ICO: storage limitation principle (opens in a new tab)
Examples are illustrative, not customer stories. This page summarises rules for general information and isn't legal advice.