FSMA Certification Strengthens Our Services in Belgium
ETB is taking the next step in the Belgian insurance market. Since 8 July 2026, ETB Support Solutions has been officially registered with the FSMA as a non-life insurance sub-agent. With this FSMA certification, we can expand our services and provide Belgian consumers with both information and advice on non-life insurance by telephone.
For ETB, this is about more than simply expanding our range of services. It allows us to bring customer contact and insurance advice closer together – for our clients and their customers.
From Customer Service to Insurance Advice
Good customer service is about providing the right support at the right moment. In insurance, there is an additional challenge: a service request can develop into a question that requires actual insurance advice during the very same conversation.
Until now, this could create a break in the customer journey. An agent could provide general information, but when personalised advice was required, the conversation had to be transferred.
With our FSMA certification, qualified ETB employees can now also provide Belgian consumers with telephone advice on non-life insurance within the scope of our authorisation.
This means customers can receive the support they need within the same conversation.
It reduces the need for transfers and enables service and advice to become part of one seamless customer journey.
What Does ETB’s FSMA Certification Mean?
The FSMA (Financial Services and Markets Authority) supervises the Belgian financial sector.
Since 8 July 2026, ETB Support Solutions has been officially listed in the FSMA’s public register as a non-life insurance sub-agent. Our registration is publicly available and can be verified directly through the FSMA register.
Under this registration, we can carry out insurance distribution activities for non-life insurance within the applicable legal framework and distribution structure.
Our services include providing Belgian consumers with information and advice by telephone.
We can offer these services in three languages:
• Dutch
• French
• German
Life insurance and pension products are explicitly outside the scope of our authorisation.
Insurance Advice Requires Qualified People
FSMA certification is important, but ultimately, it is our employees who speak directly with customers. Professional competence is therefore a key part of how we organise insurance advice at ETB.
We have developed our own interactive training programme for this purpose. Employees not only learn the theory behind insurance distribution, but also how to apply that knowledge in real customer conversations.
They also receive product-specific training for the insurance products on which they provide advice.
We provide the training ourselves. The examinations, deliberately, are independent.
The examinations are conducted by an independent, recognised Belgian institution. The first six examinations have already been successfully completed by colleagues from our Operations and Compliance teams.
Building on this foundation, we are further expanding the programme for employees who will work as Persons in Contact with the Public (PCPs).
Quality Does Not Stop After Passing an Exam
Working in the insurance sector requires continuous attention to knowledge and quality. Regulations change, products evolve and employees need to keep their professional knowledge up to date.
That is why our employees complete annual professional competence training.
In addition, we review advisory conversations through targeted Quality Management (QM) checks. These checks go beyond assessing how well a conversation was handled; they focus specifically on the quality and substance of the advice provided.
Was the advice correct? Was it explained clearly? Was it appropriate for the consumer’s situation? And was it clear why a particular product was recommended?
By combining training, independent examinations and ongoing quality control, we ensure that the quality of our telephone insurance advice is maintained consistently.
Multilingual Insurance Advice for the Belgian Market
Belgium is a multilingual market. For organisations operating nationwide, this means that customer service and advice need to be available in multiple languages without compromising quality.
ETB can support telephone customer service and insurance advice for non-life insurance in Dutch, French and German.
For our clients, this creates the opportunity to manage multiple parts of the customer journey within a single operational environment – from general customer service through to the point at which a consumer requires insurance advice.
This combination reflects the way we approach customer experience at ETB: customers should notice as little as possible of the different processes and structures operating behind the scenes.
Compliance as Part of the Customer Experience
In financial services, customer experience and compliance cannot be separated.
A fast and friendly conversation alone is not enough when a consumer is receiving financial advice. The advice must also be accurate, understandable and transparent.
That is why our insurance advisory services build on ETB’s existing processes for quality, information security and privacy.
ETB holds, among others, ISO 27001 and ISO 27701 certifications for information security and the protection of personal data.
With our FSMA certification, we are adding an important new capability for the Belgian insurance market: telephone advice on non-life insurance within a controlled, multilingual customer contact environment.
Frequently Asked Questions About ETB’s FSMA Certification
Does ETB Have FSMA Certification in Belgium?
Yes. When we refer to our FSMA certification, we mean that ETB Support Solutions has been officially registered in the FSMA’s public register as a non-life insurance sub-agent since 8 July 2026.
Can ETB Provide Belgian Consumers with Insurance Advice by Telephone?
Yes. Within the scope of our registration, qualified employees can provide Belgian consumers with information and advice on non-life insurance by telephone.
What Types of Insurance Can ETB Advise On?
Our authorisation covers non-life insurance. Life insurance and pension products are outside the scope of our authorisation.
In Which Languages Can ETB Provide Insurance Advice?
ETB can support and advise Belgian consumers in Dutch, French and German.
How Does ETB Ensure Employees Remain Professionally Competent?
We combine our own training programme and product-specific training with independent examinations conducted by a recognised Belgian institution, annual professional competence training and Quality Management checks of advisory conversations.
Where Can I Verify ETB’s FSMA Registration?
ETB Support Solutions’ official registration can be verified in the FSMA’s public register.
