---
title: Updating channel agreements
slug: channel-management/updating-channel-agreements
icon: {"lucideIcon":"FilePenLine"}
docTags: 
createdAt: 2026-08-17T11:14:23.603Z
---

## 🎯 Purpose

Instruction for amending a terms of business agreement (TOBA) with an intermediary or channel partner — commission changes, mandate extensions, or contact and banking amendments.

## 📊 Operational overview

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### Key operational metrics

- TOBA amendment turnaround target: 5 business days
- First-time-right execution target: 98%
- Banking amendment verification SLA: same business day
- Queue aging escalation threshold: >10 business days outstanding
- Signature completion target: within 7 calendar days
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### Continuous improvement priorities

- Reduce amendment rework caused by outdated clause references
- Increase e-signature adoption across intermediary base
- Improve CRM amendment tracking completeness
- Monitor fraud-control adherence for banking detail amendments
- Identify recurring approval bottlenecks across Distribution and Underwriting
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## 🛡 Governance and ownership

| Function             | Governance responsibility                                     |
| -------------------- | ------------------------------------------------------------- |
| Channel Manager      | Amendment coordination, approval routing, execution oversight |
| Distribution Manager | Approval of commission-related amendments                     |
| Underwriting         | Approval of mandate and scope amendments                      |
| Finance Operations   | Reconciliation management for commission-impacting changes    |
| Compliance           | Fraud-control oversight and audit support                     |

## 🔒 Rules that always apply

- Only the current approved TOBA template from **Policies and Standards** may be used. Never edit a previously signed document.
- Commission changes require Distribution Manager approval **before** the amendment is drafted.
- Banking detail changes require a call-back verification to the number already on file — not the number on the change request. This is fraud control CTRL-D-11.

## ✅ Procedure

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Log the amendment request in CRM under the intermediary account (**Related → Agreement Amendments → New**).
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Verify the requester is an authorised signatory per the account record.
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Draft the amendment on the current template; reference the master TOBA date and clause numbers.
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Route for internal approval: commission terms to Distribution Manager; mandate scope to Underwriting; everything else to Channel Manager.
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Send for signature via the e-signature platform. Wet-ink only where the partner cannot use it, with Channel Manager sign-off.
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On return, attach the executed amendment to the account, update the commission agreement or mandate records to match, and set the next review date.
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## ⚠️ Exception and escalation handling

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**⚠️ Escalation requirement**

Commission amendments impacting active policy periods must be communicated to Finance Operations before the effective date to avoid reconciliation exceptions and broker statement inaccuracies.
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## 🔎 Operational guidance and common failure points

- Confirm the authorised signatory against the latest intermediary records before any draft is issued.
- Validate clause references against the current approved TOBA template to avoid unenforceable amendments.
- Retain callback verification evidence for all banking amendments in accordance with fraud control CTRL-D-11.
- Escalate delayed approvals exceeding SLA thresholds to the responsible Channel Manager.
- Verify review dates are updated correctly after execution to support governance reporting and renewal planning.
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## 🧾 Records and evidence

- CRM amendment request record
- Approved TOBA amendment document
- E-signature or wet-ink execution evidence
- Callback verification evidence for banking amendments
- Approval and review audit trail