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The Partna Practice solution
The insurer turned to Brilliance for help. We designed Partna Practice around its requirements, creating one structured environment for partner assessment, evidence, improvement and reporting.
Partna translated TCF and Market Conduct expectations into clear statements of business practice. Embedded guidance helped partners understand what each practice requires and the types of evidence that can support their assessments.
Each partner received secure access to its own information and reports and they were able to:
- assess their conduct practices consistently
- record ratings and explain the basis for them
- attach or link supporting evidence
- identify gaps, assign responsibility and set target dates
- receive automated reminders for outstanding improvements
- monitor their own progress through structured reports
The insurer reviewed each partner’s assessments and supporting evidence while seeing consolidated results across the entire network. They identified gaps, prioritised attention and monitored movement over time – all without having to “police” their partners.
This gave the insurer a central, accessible record of its ongoing oversight while reducing fragmented administration and repeated manual follow-up.
The result
Adoption was initially slow. Some partners saw the need to demonstrate fair treatment of customers as an additional administrative burden.
Within 12 months, that perception began to change. As regulatory expectations became clearer, partners recognised that the insurer was not merely asking for more information – it was giving them a practical tool to understand what was expected, assess their own practices and strengthen their businesses.
The straightforward assessments, embedded guidance and partner-level reports made Partna Practice useful to the third parties themselves. They could monitor their own gaps and progress while demonstrating their commitment to fair customer outcomes.
Participation grew, and Partna Practice has now operated successfully at the insurer for a decade. It continues to provide structured evidence, clearer visibility and ongoing oversight across an extensive third-party network.
What began as a regulatory challenge became a sustainable and constructive way to manage third-party conduct risk.
Could Partna strengthen oversight across your partner network?
Give your partners practical support while giving your firm the evidence and visibility it needs to manage third-party conduct risk confidently.