EIOPA to undertake second coordinated mystery shopping exercise across several EU Member States

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.