Formation - Mystery shopping

Quel niveau est visé à l’issue de la formation ?

Intermédiaire

Combien de temps dure la formation ?

2,00 heure(s)

2h + questions

Dans quelle(s) langue(s) la formation est-elle donnée ?

Quand a lieu la prochaine session ?

Contacter l'organisme

Qui organise cette formation ?

Les formations de l'APCAL, dont le but est de participer à l’exigence de qualité du monde de l’assurance au Grand-Duché, sont destinées à tout professionnel du secteur. Elles sont réalisées par des assureurs, courtiers, avocats, auditeurs ou tout autre professionnel ayant une expertise à partager.

Le contenu de cette page n'est pas disponible en français

À qui s’adresse la formation ?

Professionals in the industry: insurers' staff, experts, insurance advisers, brokers, sub-brokers or asset engineers, wealth planners, private bankers whose clients are interested in insurance.

Quels sont les objectifs poursuivis ou les compétences visées ?

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!

Quel est le contenu de la formation ?

The course will cover the regulatory aspects of mystery shopping in the insurance sector and how it can be used as a tool to improve the role of the intermediary.

Quels sont les points abordés ?

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
Preparation
Execution
Analysis and reporting
Understand your competitors better
Ensure that you offer the most suitable product to your customers
Ensure that regulatory best practice is aligned within a given market

Quelles méthodes pédagogiques sont utilisées ?

Interactive presentations:

Use of visual presentations to explain key concepts.
Incorporation of interactive elements such as Q&A and discussion to keep participants engaged.

Comment l’évaluation est-elle organisée ?

Quiz

Que recevez-vous à la fin de la formation ?

Certificate provided at the end of the session

Quel support de cours est fourni ?

Powerpoint
Course material provided after the session

Mode d'organisation

Hybrid training:

Videoconference: an e-mail is sent the day before the course with details of the videoconference.
Face-to-face: PWC Luxembourg - Crystal Park Building - 2 Rue Gerhard Mercator, 2182 Luxembourg

Quelles informations supplémentaires sont utiles à savoir ?

Best practice:

Arrive 5 to 10 minutes before the course
Before the course: do an audio test (all too often videoconferences lose 10 to 15 minutes due to connection problems)
Be punctual for the start of the course

A few recommendations:

Use headphones
Use a silent environment
Have a good internet connection
Switch off your mobile phone for the duration of the course
Avoid doing several things at the same time
Set up in an isolated and convenient place for your cables and to take notes.
Isolate yourself from all distractions and noise (television, kitchen, etc.) for the duration of your training.
Set up in your dedicated space, an office for example, and make sure you lock the door when you're working - so that your children don't turn up unexpectedly;)