Financial services & insurance
Agents that touch customers, payments, and claims need their authority tested where they run.
Aivance assesses whether configured controls enforce the authority rules your organisation has defined for consequential agent actions in financial services and insurance.
Who brings Aivance in: Usually a CRO, CISO, head of operational risk, internal audit lead, enterprise architect, or AI programme leader preparing a first production agent.
Consequential agent actions
Where authority needs to be explicit.
- 01Accessing customer information or account data
- 02Initiating, recommending, or approving a refund, payment, fee waiver, or account change
- 03Escalating an exception or seeking human approval
- 04Communicating externally with a customer or intermediary
Illustrative insurance scenario
A defined scenario makes the control question concrete.
A claims agent has a SGD 2,000 ex-gratia limit but approves SGD 4,800 by splitting it across three transactions. Does the configured control see the aggregate, deny the action, or route it to the right authority?
What we test
Test the action, the delegated limit, and the path around it.
The work tests the configured implementation in a defined scenario, not whether a framework or product is adequate in general.
Does the configured threshold control aggregate related actions rather than evaluate each one in isolation?
After an email asks a servicing agent to waive a fee, is the waiver attributable to an authorised approver?
Can an invalid approver or separation-of-duties failure pass through a normal approval path?
Client-selected reference inputs
Reference inputs selected by your team.
These materials can provide context alongside your internal policies and authority model. Aivance’s assessment remains focused on the defined authority and control scenario, rather than formal interpretation or certification against external materials.
Decision evidence
The evidence should be usable by the people accountable for the outcome.
For a consequential action, the organisation should be able to reconstruct the decision and the rule that governed it.
The attempted action and transaction context
The authority rule, limit, and approval path
The control decision and configuration version
The outcome, escalation, and retained record
Related Aivance material
Start with the Authority & Control Review.
A 30-minute initial discussion to identify the consequential action, authority rule, and configured control path worth assessing.
Book an Authority & Control Review