Second Coordinated Mystery Shopping Exercise on Non-Life Insurance Online Sales
Summary
EIOPA's Board of Supervisors has approved a second coordinated mystery shopping exercise across 10 EU Member States, examining online sales of non-life insurance products. Unlike the first exercise which focused on insurance-based investment products, this campaign targets digital distribution of non-life offerings. Results are expected to be published in the first half of 2027.
“The exercise will be coordinated by EIOPA and take place across 10 Member States, following a common methodology developed by EIOPA and its Members.”
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GovPing monitors EIOPA Media for new insurance regulatory changes. Every update since tracking began is archived, classified, and available as free RSS or email alerts — 22 changes logged to date.
What changed
EIOPA is launching its second coordinated mystery shopping exercise, expanding supervisory inspection activities from insurance-based investment products to online non-life insurance sales. The exercise will be coordinated by EIOPA following a common methodology developed with its Members and conducted across 10 EU Member States.
Non-life insurance providers operating in participating Member States should be aware that digital sales practices may be evaluated by trained mystery shoppers assessing the consumer purchasing journey. The exercise aims to provide supervisory insights into consumer outcomes and potential risks associated with online insurance distribution.
Archived snapshot
Apr 27, 2026GovPing captured this document from the original source. If the source has since changed or been removed, this is the text as it existed at that time.
The Board of Supervisors of the European Insurance and Occupational Pensions Authority (EIOPA) has agreed to launch a second joint mystery shopping exercise in Europe’s insurance sector. While the first ever EU-coordinated exercise focused on the sales of insurance-based investment products, this second campaign will examine the online sales of non-life insurance products.
The exercise will be coordinated by EIOPA and take place across 10 Member States, following a common methodology developed by EIOPA and its Members. The results of the second coordinated exercise are expected to be published in the first half of 2027.
Notes
Mystery shopping is an exercise in which trained individuals act as prospective consumers to evaluate consumers' real experience. It can involve both in-person visits to distributors and online interactions via digital channels.
Mystery shoppers' visits allow supervisors to gather useful insights into the sales journey of insurance products by exploring the potential risks and opportunities associated with consumers' purchasing journey. The findings provide valuable input and a structured view on consumer outcomes.
Details
Publication date 27 April 2026
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