Speaker : Antonnella Argalia - PWC

Location : PWC Luxembourg - Crystal Park Building - 2, rue Gerhard Mercator L-2182 Luxembourg

(the session can also be followed by videoconference )

Objectives :

In January 2020, EIOPA received a new mandate to coordinate mystery shopping activities. Accordingly, EIOPA and its members have adopted a phased approach to this coordination mandate.National Competent Authorities (NCAs), such as the CAA, can use mystery shopping alongside other supervisory tools to exploit the synergies between them.Mystery shopping is particularly useful because it provides information that helps to detect conduct problems or enables in-depth investigations into existing problems.Are Luxembourg insurance brokers ready to face up to possible CAA mystery shopping? It's time to find out... let's take a closer look!

Content :

The training will cover the regulatory aspects related to mystery shopping in the insurance field as well as how to consider it as a tool to improve the intermediary role.

Points covered :

- What is mystery shopping

- EIOPA's approach

- Aims and objectives

- Understanding the objectives of mystery shopping in insurance

- How mystery shopping improves insurance distribution

- Mystery shopping methodology

- Planning and implementation

- Preparing for Mystery Shopping

- Execution

- Analysis and reporting

- Better understand your competitors

- Ensure you offer the most appropriate product to your customers

- Ensure that regulatory best practice is aligned within a given market

Certification :

A training certificate will be issued provided that the knowledge test is completed and returned between the start of the session and 2.00 p.m.

Mystery shopping - EN