The Slovenia Insurance Supervision Agency published a recap of the Central, Eastern Europe and Transcaucasia (CEET) regional seminar held in Ljubljana on 19–20 November 2025, where its representative presented “Fair Treatment of Consumers: IAIS Perspective on Market Conduct”. The presentation framed fair treatment as an outcomes-based standard central to modern market conduct supervision, assessed through consumers’ real experiences when selecting, understanding and using insurance products. Key themes included embedding fair treatment across the full product lifecycle, with claims handling speed, transparency and support treated as critical to consumer outcomes alongside payout levels. The recap also highlighted conduct risks from increased digitalisation and the use of data and artificial intelligence, including the need for explainable and transparent algorithms that do not produce discriminatory results, and for insurers to test models and monitor unintended impacts on different consumer groups. Particular vulnerabilities were noted for older people, people with disabilities, migrants, consumers with low digital literacy and rural residents, with accessibility described as linguistic, cultural and physical as well as technical; the Agency also pointed to its recent work on financial literacy, public communication and consumer support around major events such as natural catastrophes, alongside an accompanying dataset on groups experiencing more frequent contractual rights breaches.

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