Training - Mystery shopping

Which level is targeted at the end of the training course?

Intermediate

How long does the training course last?

2,00 hours(s)

2h + questions

In which language(s) is the training course taught?

When will the next session take place?

Contact the training provider

Who is organising this training course?

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.

Who is the training course aimed at?

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.

What are the aims or the skills being targeted?

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!

What does the training course cover?

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.

What topics are addressed?

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

What teaching methods are used?

Interactive presentations:

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

How is the assessment organised?

Quiz

What will you receive at the end of the training course?

Certificate provided at the end of the session

What course materials are provided?

Powerpoint
Course material provided after the session

Mode of 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

What other information is useful to know?

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;)