VoIP for Financial Services & Insurance in Singapore

Why This Industry Needs More Than a Basic Phone Line

A financial advisory or insurance business can't just answer calls and move on — there's usually a recording requirement, a response-time expectation, and a need to get the right client to the right advisor, not whoever happens to pick up. Dromlik, a cloud phone system for Singapore businesses, is built with these requirements as standard features, not costly add-ons bolted onto a generic phone system.

Call Recording: What to Know

The Monetary Authority of Singapore (MAS) sets standards for financial advisers under the Financial Advisers Act, and recent updates have sharpened expectations around recorded client interactions — including call-backs for certain client categories, as part of demonstrating that advice and risks were properly communicated. Separately, the Personal Data Protection Act (PDPA) governs how a business collects, stores, and uses personal data, which includes call recordings themselves.

None of this is a substitute for advice from your own compliance team or legal counsel — the specific requirements depend on your licence type and the products you deal in. What a phone system can do is make the practical side straightforward: recording calls automatically, retaining them for the period you need, and making them retrievable when a specific call needs to be reviewed.

Dromlik includes call recording as a built-in feature, with the option to extend retention and recording minutes for businesses that need higher volumes than a standard plan covers.

SLA Tracking: Proving Response Times, Not Just Aiming For Them

Financial services and insurance businesses often work to internal or client-facing response-time commitments — how quickly a query gets acknowledged, how fast a claims-related call gets handled. Without a system tracking this in real time, "we usually respond quickly" is an impression, not a fact you can demonstrate. A contact centre setup with SLA tracking measures this continuously and flags when a queue is at risk of missing its target, so a manager can act before it becomes a client complaint.

Routing Clients to the Right Advisor

Not every call needs the same advisor. Skill-based and priority routing means a client asking about an existing policy reaches someone with that context, a new enquiry reaches whoever's available to take on new clients, and an existing high-value client can be prioritised — all automatically, rather than depending on who happens to answer the phone.

What This Looks Like Day to Day

• Client calls automatically recorded and retained for the period your compliance policy requires

• Calls routed based on product line, advisor specialisation, or existing client relationship

• SLA tracking flagging when a queue's response times are slipping, before it becomes a client-facing issue

• An AI receptionist handling routine questions — office hours, document requirements, appointment scheduling — freeing advisors for calls that need their expertise

Who This Fits

• Independent financial advisory firms needing recorded, retrievable client calls

• Insurance agencies handling policy enquiries and claims-related calls

• Wealth management practices needing to route high-value clients appropriately

• Multi-advisor firms needing consistent call handling and reporting across the team

Getting Started

If call recording and compliance are central to how your business operates, it's worth a direct conversation about your specific licence type and retention requirements before rolling anything out — we can walk through what the phone system covers, and what still needs sign-off from your compliance team.