The European Insurance and Occupational Pensions Authority's Board of Supervisors has agreed to launch a second joint mystery shopping exercise in the European insurance sector, this time focusing on the online sale of non-life insurance products. The first EU-coordinated exercise examined sales of insurance-based investment products. EIOPA will coordinate the exercise across 10 Member States using a common methodology developed with its members. Mystery shopping involves trained individuals posing as prospective consumers to assess actual customer experience, including through digital channels. The exercise is designed to provide supervisors with insights into the sales journey, including risks and opportunities for consumers, and the results are expected to be published in the first half of 2027.
European Insurance and Occupational Pensions Authority 2026-04-27
European Insurance and Occupational Pensions Authority launches second mystery shopping exercise on online non-life insurance sales in 10 Member States
The European Insurance and Occupational Pensions Authority’s Board of Supervisors will launch a second joint mystery shopping exercise in the European insurance sector, focusing on the online sale of non-life insurance products. Coordinated across 10 Member States using a common methodology, the exercise will assess actual customer experience in digital channels and provide supervisors with insights into the sales journey, with results expected in the first half of 2027.