Insurance Europe

• The Trusted German Insurance Cloud (TGIC) is a secure cloud infrastructure for the insurance industry and its communication partners and customers. It is the first cloud solution certified by the Federal Office for Information Security. With standardised authentication mechanisms and strong data encryption, the TGIC provides a secure communication platform.

• Several new hybrid life insurance products have been developed in recent years that combine a higher degree of freedom of investment — and therefore a higher expected return — on the one hand, and, on the other, a minimum level of certainty and predictability of future pension benefits, as requested by customers who are members of the scheme.

• In 2016, the GDV launched an Accident Reporting Service (Unfallmeldedienst) to ensure that, if there is a road accident, help arrives as soon as possible, especially in rural areas. When an accident occurs, it activates a smartphone app, which automatically sends the vehicle’s position and a report on the severity of the crash to an emergency call centre. At the same time, it establishes a voice link between the car and a staff member at the centre. The biggest advantage of the system is that, unlike the eCall emergency call system that had to be installed in new cars from 2018, this accident reporting service can be added to any car with a 12 volt socket, such as a cigarette lighter socket.

• Together with its members, the GDV developed and implemented a voluntary transfer agreement for funded occupational pensions (Übertragungsabkommen, updated 2010). The agreement has proved to be successful.

• In 2009, German insurers founded a pension equalisation fund (Versorgungsausgleichskasse), to take over some pension products when old-age and disability entitlements acquired during marriage are split after divorce.

• Standardised General Terms of Agreement for household insurance products were developed in 2013 and have been adopted by several insurance companies. Their aim is to make insurance products comparable and transparent for consumers.

• Health insurers have created apps to provide education and guidance on healthier lifestyles for policyholders. Through the use of other platforms, such as Skype, some insurance providers offer free medical consultations by a general practitioner as a policy benefit, which is particularly beneficial for rural policyholders.

• Telematics systems are increasingly installed as aftermarket devices in motor vehicles by insurance companies, making it possible to provide consumers with tailored motor third-party liability (MTPL) cover, as well as other value-added services. At the end of 2021, 7 million vehicles had telematics systems installed for usage-based MTPL policies. The highest number per vehicles in Europe.

• The market has also seen the introduction of health insurance products linked to smartphones and other devices. The devices collect data on physiological parameters or parameters related to lifestyle, including heart rate, blood pressure, body temperature, weight, blood glucose levels, exercise and sleep. These devices help consumers to take care of their own wellbeing and may lead to a premium discount when they renew their insurance policy. In addition to new, flexible, modular products with extensive guarantees and assistance services, the companies have developed digital on-demand products that can respond promptly to the insured’s protection needs in just a few smartphone clicks. The companies have also developed policies to cover administration of the COVID-19 vaccine.

• There has been a significant increase in companies’ investment in technologies and tools (big data, AI, blockchain, IoT) to develop new insurance solutions and increasingly personalised services for policyholders or to streamline processes. Several partnerships have been signed with technology providers.

• Initiatives to meet the needs of SMEs are being taken, with flexible products that allow for the customisation not only of guarantees and capital, but also of deductibles and excesses. In addition, solutions have been devised to support specific categories of business (eg, wind energy suppliers, beekeepers, self-employed hauliers, nursing homes). There have also been several initiatives for “green” companies and the hospitality industry.

• Cover for the growing number of cyber risks and attacks is often included in modular family policies, but new, ad hoc products are also being developed.

• In 2015, home insurance products were introduced that not only provide insurance against damage, but also come with a device that can be installed in the house to prevent damage. It can detect gas, smoke or water leaks, the loss of electricity and acts of burglary by means of sensors. It allows consumers to monitor the risks remotely and is connected 24/7 to an operation centre for immediate emergency calls. In addition to modular policies, innovative products have been developed that adapt to customers’ lifestyles, as well as online home/motor packages that offer a wide range of optional property, health, pet and leisure cover. The insurance industry has also developed: products that reward sustainability with discounts; civil liabilities policies for the experts who certify if renovation works are eligible for the national fiscal incentives aimed at increasing the energy efficiency of buildings; and innovative pay-per-use policies that make extensive use of new technology.

• Insurers offer tailored pay-as-you-drive motor policies that use the data from telematics devices in vehicles to adjust policy premiums.

• The Dutch Association of Insurers developed an online tool to help young people who recently left home and live on their own to check whether their insurance policies are up to date. By answering a set of yes/no questions, the young consumer is told which risks are not (properly) covered.

• All employees in the private sector who are members of a defined contribution pension scheme will have their former pension savings included into their defined contribution pension with their current employer. This own-pension account was introduced on 1 January 2021.

• By using telematic systems, insurers offer tailored motor insurance products, as well as other services.

• For non-MTPL motor liability lines, new policies have been designed for personal mobility vehicles, bicycles, etc. in which the coverage is activated when the vehicle is used.

• Defined contribution (DC) occupational pension schemes are normally member-run. Designated providers under collectively agreed schemes (covering approx. 90% of the workforce) have to offer products that fulfil certain criteria stipulated by the social partners. The products can be unit-linked insurance or traditional life insurance, or a combination of products, and may therefore include risk-sharing and a guarantee. This means that, and in spite of the fact that the scheme is DC, the designated providers may take over risk from the employee as a result of the product design.

• Insurance companies offer mobile apps/online options for buying insurance products and submitting claims. Some companies offer telemedicinе services.

European insurers constantly innovate to meet consumers’ evolving demands and needs. This interactive tool showcases examples of innovative and consumer-focused initiatives by the insurance sector. They were developed with specific national features in mind, such as the regulatory frameworks and local consumers needs, which — like companies — can differ significantly between EU countries. Insurance products and services are therefore not directly transferable from one market to another. Supervisors at national and European level should thoroughly assess regulatory, structural and cultural environments, as well as their existing powers, before considering new initiatives.

• A group of insurers have developed a motor-accident prevention programme that uses mobile phone technology to promote and reward responsible behaviour and risk-reduction while driving. This technology, which users voluntarily activate on their mobile phones, monitors driving style, excessive speed, sudden braking and mobile phone use while driving. The programme rewards good drivers, so users with the best ratings are provided with exclusive additional coverage when taking out a new policy. As part of the programme, a series of challenges and contests are held to encourage users to drive responsibly.

• In 2022, one insurer started to offer repairs of damaged property as an alternative to financial compensation. This innovative service in property insurance came at a time when it is increasingly difficult for clients to find tradespeople to make minor repairs after damage to their houses or apartments.

• One insurer reports growing interest each year in its mileage-based car insurance (pay as you drive).

• The collision insurance for cars over 25 years old offered by one insurer includes a product with a telematics element that allows the old vehicle to be under constant supervision.

• One insurer offers clients consultations with experts for health or social problems, ranging from dealing with a legal dispute to having psychological problems or just needing IT support. It will also send tradespeople to deal with uninsured home emergencies or provide household maintenance. This assistance is therefore not linked to a major life event, but is intended for everyday problems.

• One company includes free bicycle assistance in its property insurance. In the event of an accident or problem, technicians either repair the bicycle on the spot or take it to a service centre, the policyholders home or another location they specify within a radius of 50km. Assistance is also provided up to 30km beyond the Czech border.

• One insurer offers those who prefer to communicate in writing — especially people with hearing impairments — on online speech transcription service to use during phone calls and face-to-face in branches.

• In 2014, Assuralia developed non-binding sectoral questionnaires that are now used in sales discussions between intermediaries and their customers. These documents provide a way to analyse the customer’s demands and needs, as well as the suitability or appropriateness of products (where relevant) and record the final outcome of the conversation with the customer (advised or non-advised sale). The questionnaires were developed with the broking federations and the national supervisor to ensure they are easily understood by customers. In 2022, the questionnaires were updated to take account of the new suitability obligations under the EU Insurance Distribution Directive.

• An agreement between Assuralia and the Ministry of Defence gives more clarity and security to military staff on missions abroad about the conditions related to the preservation of death cover linked to a mortgage while on their mission.

• Insurers and pension funds have a sectoral agreement on the standard documents that are to be used for the transfer of individual pension reserves when someone changes employer.

• In 2013, there was a sectoral agreement introducing recommendations for a strategy to fight fraud in the insurance sector. Based on those recommendations, a claims database, focussing on motor claims, was developed in 2021 to fight organised fraud.

• Assuralia is involved in prevention campaigns such as the longstanding BOB designated driver campaign, in collaboration with the Vias institute for road safety, in order to promote safe and responsible road behaviour and best practice in raising awareness about driving under the influence of alcohol.

• Assuralia launched its consumer information website, ABCAssurance/ABCVerzekering, in 2013. The website provides consumers with information on prevention, insurance contracts and claims handling. It includes checklists that guide consumers step-by-step through particular situations, such as building a house, starting a business or coping with a flood. Further information is provided in brochures, videos and FAQs.

• A database has been in place since 2010 that provides the authorities with 24-hour-a-day contact with insurance companies that provide assistance to drivers who have been involved in an accident or breakdown.

• In 2021, Assuralia, in collaboration with financial sector association Febelfin, launched the Club Invest website with clear, consumer-friendly videos and brochures to help individuals define their investment profile and needs.

• Assuralia has created a “Towards sustainability” label to help all types of retail and institutional investors looking for more sustainable savings and investment solutions, as well as to encourage financial institutions to offer a diverse range of quality sustainable products.

• A sectoral agreement on advertising and product information documents for life insurance was reached in 2007 by Belgian insurers. The agreement lays down rules on marketing communications, such as the obligation to provide clear, not misleading information and minimum requirements with regard to the information that needs to be included in these communications. The agreement also contains an obligation to provide consumers with financial information sheets.

• Assuralia launched its consumer information website, ABCAssurance/ABCVerzekering, in 2013. The website provides consumers with information on prevention, insurance contracts and claims handling. It includes checklists that guide consumers step-by-step through particular situations, such as building a house, starting a business or coping with a flood. Further information is provided in brochures, videos and FAQs.

• To respond to major events such as floods or the war in Ukraine, Assuralia provided checklists, brochures and information on its website ABCAssurances/ABCVerzekering. This includes information on hosting refugees here and on floods here, where customers can also find a mapping of areas at risk of flooding.

• Students aged between 16 and 18 and teachers can use the educational website ”Beter Zeker” that has been developed by Assuralia to educate about insurance. Teachers can construct a lesson about insurance that fits the needs of their students, as they follow a virtual lesson about insurance with examples such as what to do about the financial consequences of a skiing accident. The lessons are currently only available in Dutch.

• A company offers usage-based motor insurance that works with an app. The insurance is activated and deactivated when a GPS device is used. While using the GPS device, there is also the possibility to buy casco insurance.

• One home insurer covers the cost of psychological counselling to help customers cope with a burglary, robbery or fire.

• The ABI has published guides and case studies to help firms adapt, and illustrate how firms are adapting, to evolving rules on communication in the retirement market. These include “Communications through the life course”, “Finding the Right Path”, “Future proofing the freedoms”.

• The DB2P database provides information on occupational pension arrangements. Since 2016, members can also learn about their individual pension rights from this database.

• In 2015, insurers and pharmacists launched the “AssurPharma” project, which facilitates the (additional) compensation of medication by private medical insurers. Thanks to “AssurPharma”, consumers no longer have to send their insurer a paper certificate that is filled in by the pharmacist. Instead, the certificate is sent digitally and securely from the pharmacy where the medication is purchased directly to the insurer. This significantly reduces the administrative burden for consumers.

• An interactive app was created by Assuralia in 2014 to help victims of physical injury receive compensation.

• Assuralia launched its consumer information website, ABCAssurance/ABCVerzekering, in 2013. The website provides consumers with information on prevention, insurance contracts and claims-handling. It includes checklists that guide consumers step-by-step through particular situations, such as building a house, starting a business or coping with a flood. Further information is provided in brochures, videos and FAQs.

• In cooperation with the Ministry of Agriculture and the Agency for Payments in Agriculture, Fisheries and Rural Development, the HUO implemented a project to connect insurers with the ARKOD database, the national record of agricultural land use, to make it easier for farmers and insurers to finalise policies.

• Cooperation between the HUO and the Ministry of the Sea, Transport and Infrastructure has enabled insurance companies to connect to the ePlovilo application, giving them access to better quality data when concluding compulsory liability policies for owners or users of motorboats and yachts or settling claims.

• One insurer asks clients after every interaction how satisfied they were using a five-star rating system. If clients give a rating of three stars or less, it calls them for an explanation.

• An insurer offers digital inspections of vehicles, rather than physical ones, when arranging insurance. No app is required, photos are simply uploaded via a link sent by SMS or email.

• An online client zone allows clients to find information about their policy, pay their premium or get in touch with their advisor. An online sales area contains forms for most products that are available on any device and the possibility to sign a policy with a digital signature. Payments can be made physically via an mPOS (mobile point-of-sale) device on the seller’s mobile phone or remotely. A digital card called Yourpass is available to install on the client’s mobile phone, which offers additional services, such as:
• Advanced warning of impending adverse weather events near the insured property (in cooperation with Meteopress)
• Travel insurance: telephone number for assistance, confirmation of liability insurance
• Self-photographing of vehicles when arranging breakdown insurance

• F&P developed the Forsikringsguiden (Insurance Guide) website in 2001 in cooperation with consumer organisation Tænk. It helps consumers to choose the right insurance policy by providing them with a quick and easy comparison of insurance conditions and prices for the most common types of insurance. The website also aims to create transparency in the insurance market. 23 companies participate in the Forsikringsguiden, representing more than 87% of the Danish market. Once the consumer has completed the comparison, the site can guide the consumer directly to their preferred insurance company. The tool is continually being improved and more insurance companies are getting involved. Improvements are being made, for example, to ensure a better user experience and to develop a comparison of dog insurance.

• PensionsInfo, which was first launched in 1999 and which is run by F&P, is a comprehensive tracking tool allowing each Dane to access an overview of all their pension entitlements in pillars 1, 2 and 3. Thanks to this service, pension providers can also flag dormant pension rights to the individual and prompt them to check whether it would be profitable to transfer the pot to a new scheme. The tool also presents related insurance covers.

• “Fakta om pension” (Facts about pensions) is a web portal run by F&P which shows comparable information on fees, net returns and levels of service and advice for all pension companies.

• The association’s “Pensionsmåler” (Pension painter) tool allows the consumer to calculate in a few easy steps how large their pension payments will be in relation to their present salary payments. Consumers can calculate the effect that extra contributions to the scheme would have on their future pension.

• Following a “cost initiative” (2007-2010), each pension company provides a calculation tool (Omkostningsmåler) on its website showing the total costs that can be expected when joining a particular pension scheme.

• An electronic system to allow customers to change insurer smoothly and efficiently was set up by F&P 15 years ago and is continuously being improved.

• The online registration of new cars, including third part liability insurance, began in 2012.

• F&P concluded a partnership with the Danish Road Safety Council in 2015. The goal of the partnership is to minimise damage and traffic accidents during working hours, as 30% of all work-related fatalities occur in traffic according to the Danish Working Environment Authority. Therefore, awareness of road safety principles was raised with the top management of insurance companies, so that these principles are embedded in the companies’ strategies and practices. The partnership has contributed to the development of free online tools that businesses can use to work towards a safer workplace.

• F&P has developed a mobile phone app that warns consumers about heavy rain and storms. Consumers can register any postal address, such as the address of their house or summer cottage, and get a warning on their mobile phone when bad weather is forecast for that area. The aim is to limit the amount of weather-related damage by warning consumers of bad weather in time for them to prepare.

• Estonia’s motor third-party liability (MTPL) business operates online. Offline sales of MTPL policies are illegal and prohibited by law. The Motor Insurance Bureau operates a central MTPL database connected to state registers that includes the complete life-cycle of vehicles and insurance history of owners, as well as detailed information about cover and claims. The information is available to insurers.

• There have been several initiatives to improve public safety and awareness of traffic-related risks. These include a vehicle claims history webpage where people can check for free whether a vehicle has been involved in a traffic accident to avoid fraud in used car sales. The Motor Insurance Bureau also has webpage where people can check whether a vehicle is insured.

• In 2022, the EKsL and the Motor Insurance Bureau launched an app for reporting accidents via a mobile phone. It is available in Estonian, Russian and English. It takes only 10-15 minutes to register an accident and the app imports data automatically from different national registers. Once complete, the claim is automatically sent to the designated insurance company. The app is available on the website avarii.lkf.ee and a video about it is available here.

• The EKsL and the Motor Insurance Bureau have published an online map of traffic accident black spots with data dating back to 2009. It shows where accidents occurred and the causes and consequences. The data from the 2022 app for reporting traffic accidents feeds into the map, which is a valuable tool for public authorities to improve road safety.

• An online MTPL aggregator is available for consumers so they can compare motor insurance prices.

• Finance Finland surveys retail insurance customers’ habits, experiences and expectations every two years. A major change in behaviour has happened over the last decade. In 2010, 23% of customers said their most common way of handling their insurance affairs was via the internet. In 2022, the figure was 57%. In 2022, 27% of retail customers said they sometimes handle insurance business via an app.

• Insurance companies have been developing mobile apps to stay in contact with their customers 24/7 to complement the other channels already available (such as agents, call centres and websites). These apps aim to:
• Simplify consumers’ daily management of their insurance contracts (by providing an overview of their contracts and allowing them to monitor payments and refunds).
• Provide permanent access to relevant information (for example, in case of emergency, when they need support, to access insurance company contacts or to download certificates).
• Make claims-handling easier (by allowing consumers to report their claims online and by informing consumers through geolocation — pinpointing the place where the damage occurred — where the closest partners are in order to benefit from negotiated advantages).

• To make it easier for policyholders to report a road accident, insurers launched an official, free mobile phone app in 2014 (e-constat auto). This app was the first joint digital initiative by the French insurance industry. It can also speed up the processing and settlement of claims. Since 2014, over 250 000 accidents have been reported through it. 7 000 accidents are reported through the app each month. New features will be added at the end of 2022.
  

• Since 2010, MABISZ has operated an MTPL aggregator website, Díjnavigátor, which allows customers to calculate and compare the MTPL premiums of all insurance companies in a transparent way.

• An accident report form app was developed by MABISZ, which makes it easier to report a road accident to insurers mobile phone.

• The use of geo-coding/geo-location technology is widely used by insurers, along with their individual claims experience, to analyse risk when providing household insurance. The use of such technology has allowed insurers to identify a person’s exact address and provide a quotation for their home instead of just the general area in which they live. By assessing a risk at a property level, insurers have the ability to underwrite business they may have previously declined. There is a very high penetration rate for flood insurance in Ireland compared with other European countries, with 98% of household policies providing flood cover.

• Insurance Ireland has created an innovation taskforce focused on the customer experience under the headings of simplification, education, industry perception and radical-/game-changing. This work is being supported by collaborations with the Massachusetts Institute of Technology and CeADAR, the University College Dublin Centre for Applied Data Analytics, to support the application of technology, including blockchain, in member companies for the benefit of customers.

• The ANIA Foundation for Road Safety’s “Black Point” project addresses the fact that accidents are often caused by the presence of construction/maintenance faults in existing infrastructure. The project aims to provide information on the role these defects play in road accidents, allowing for a more thorough analysis of the phenomenon of such “Black Points”, where there is higher probability of accidents occurring. An app facilitates the reporting of a Black Point via a smartphone/tablet, increasing the database of such spots. The ANIA Foundation passes the information to the bodies responsible for road and infrastructure maintenance and publishes reports on the Black Point website.

• ANIA has set up an dedicated webpage for representatives of consumer associations to use in conciliation procedures. The webpage enables them to get directly in touch with the right person in each insurance company to discuss any cases brought to the associations by customers following a car accident. The webpage also has a section for the general public. It provides information on how the conciliation procedure works and allows consumers to send online conciliation requests to the consumer association of their choice.

• ANIA has set up a webpage called “Ricerca Polizze Vita” for people who wish to check whether they are potential beneficiaries of life insurance contracts, both expired and unclaimed. Individuals fill in a web template about themselves and the person insured, which ANIA forwards to all Italian life companies, who check whether a policy exists and contact the applicant to settle any claim.

• Health insurance policies and individual health insurance cards are provided via mobile phone apps and are no longer needed in paper form. Claims are filed via the apps.

• Insurers offer online medical consultations and the purchase and delivery of medicines via mobile phone apps.

• Since 2019, the Ombudsman uses an online system for complaints. A complaint is filed electronically and the Ombudsman’s decision is entered into the system.

• The free “MobielSchadeMelden” (Mobile Damage Report) app was launched in 2016. It allows policyholders to report motor accidents directly to their insurers via a smartphone. The app was developed by the association together with the Dutch police and the consultancy VIA.

• The pension tracking tool www.mijnpensioenoverzicht.nl provides citizens with an overview of their Pillar 1 and 2 pension entitlements. The tool is an initiative of the association, the Federation of Dutch Pension Funds and the “Sociale Verzekeringsbank”, the organisation that implements national insurance schemes.

• Through webinars, training courses and checklists, the VVN is encouraging its members to work on digital accessibility to prepare for the 2025 Accessibility Act and make their websites more accessible for people with disabilities.

• In 2008, the government allocated funds so that the Norwegian Consumer Council could start developing a price comparison portal for insurance. Both insurance companies and Finance Norway have since been active partners in developing this portal.

• The www.norskpensjon.no website allows citizens to calculate their pension income.

• Insurers provide clients with various apps that allow them to report a motor damage, motor third-party liability or property claim and go through the entire claims process online.

• Since 2017, the SZZ has been building a powerful datahub. It links, for example, with the registers of motor vehicles and of drivers held by the Ministry of Infrastructure and the population register and police database of traffic accidents held by the Ministry of the Interior. This greatly increases the accuracy and timeliness of the data available to insurance companies and is an excellent starting point for the digitisation and modernisation of business processes. The linking of the SZZ policy database and the Ministry of Infrastructure’s register of vehicles has also enabled vehicle registration online and paperless confirmation of vehicle insurance, leading to fewer potential abuses, further reducing the number of uninsured vehicles and giving insurers better control over duplicate policies and unjustified claims payments.

• Following the passing of a law for the assessment of personal injuries in road accidents (called “Baremo”), the insurance sector developed a “Baremo” mobile app in 2016. This mobile app makes it easier for judges, public prosecutors, doctors, pathologists, claims handlers, victims of accidents and insureds to assess the injuries suffered by a victim of a road accident.

• A mobile app for motor insurance policyholders called Sistema de Declaración de Accidentes para Smartphone (iDEA) was developed in 2015. The app allows policyholders to send the necessary information to their insurer for the settlement of a claim concerning a road accident between two vehicles. The app is linked to CICOS, the system that manages the direct claims settlement system for motor third-party liability insurance. Since 2016, every MTPL insurer is legally required to join this system. The app has been downloaded over 149 000 times and more than 17 000 claims have been filed through it. In 80% of cases, the driver at fault has recognised their liability and the non-liable driver has been compensated.

• “Fullmaktskollen.se” is a service for managing powers of attorney relating to pensions and life insurance policies. The service was launched in 2016 and is provided free of charge to individuals and employers. It is financed by fees paid by the insurers and insurance brokers that connect to the system. The website/company is jointly owned by Insurance Sweden and the Swedish Insurance Brokers' Association. The Swedish Pensions Agency participated in the work of setting up the service and provided the initial funding.

• In 2014, Insurance Sweden launched the “Ersättningskollen” (Compensation check) microsite, where consumers can access standardised information on the total compensation paid in cases of sickness, accidents or occupational injuries.

• The pension tracking system, minPension (My Pension), was established in 2004. On the website, consumers get a full picture of their total pension rights and savings in all three pillars and can also receive a free estimate of their total future pension.

• The Swedish Consumers’ Insurance Bureau, Konsumenternas Försäkringsbyrå (KFB), provides information on life insurance, non-life insurance and pension products. On its website, the KFB provides independent comparisons of products. The website received 2.6 million visitors in 2021 and is supported by the Swedish Consumer Agency, the Swedish Financial Supervisory Authority and Insurance Sweden. In the “Pensionsguiden” section of the website, consumers can compare the costs of different products offered by the designated providers under the major collectively agreed DC occupational pension schemes, but also individual occupational pension products and third-pillar pensions.

• In 2015, insurers and pharmacists launched the “AssurPharma” project, which facilitates the (additional) compensation of medication by private medical insurers. Thanks to “AssurPharma”, consumers no longer have to send their insurer a paper certificate that is filled in by the pharmacist. Instead, the certificate is sent digitally and securely from the pharmacy where the medication is purchased directly to the insurer. This significantly reduces the administrative burden for consumers.

• Standard claims management documents were developed in 2013 and include all the information that Belgian insurers need to manage claims for physical injuries.

• In 2013, a duty system was organised among assistance insurers to help the processing of claims involving Belgian citizens abroad.

• In 2008, the government, in close collaboration with the insurance industry, developed a legal framework for dormant life insurance assets. This obliges insurance companies to actively search for the beneficiaries of dormant life insurance contracts. here

• An interactive app was created in 2014 to assist victims of physical injury in receiving compensation.

• Launched in January 2017, Crashform is an app that can be used by both parties after a road accident. It saves time for both policyholders and insurers, as well as reducing the risk of errors or incomplete information. The insurers are informed of the accident much more quickly and the settlement (damage assessment, repair, etc.) can be done much faster than via the traditional, paper accident report.

• One insurer allows online claims reporting and, as part of the process, chatbots can answer questions by clients.

• In 2014, a system of prompts was introduced for employees on sick leave. This consists of a letter from the authorities inviting policyholders to contact their pension or insurance company to collect benefits or receive rehabilitation services. The initiative builds on a system of prompts that was developed in 2010, which encourages insurance customers who are diagnosed with a critical illness to contact their pension company to make a claim.

• In 2022, the EKsL and the Motor Insurance Bureau launched an app for reporting accidents via a mobile phone. It is available in Estonian, Russian and English. It takes only 10-15 minutes to register an accident and the app imports data automatically from different national registers. Once complete, the claim is automatically sent to the designated insurance company. The app is available on the website avarii.lkf.ee and a video about it is available here. Once the claim is reviewed by the insurance company, the client is asked to go to a vehicle repair shop. It is common that insurance companies rely on the inspection of repair shops.

• In 2015, direct settlement of MTPL claims was introduced. Around 25% of claims are handled by customers’ own insurers.

• FINE is a financial sector organisation comprising the Finnish Financial Ombudsman Bureau and the three Complaints Boards for insurance, banking and investment issues. FINE gives advice and assistance on insurance, banking and investment issues. It also issues recommendations to resolve disputes between customers and service providers. FINE’s services are free, independent and impartial. Its operations are based on an agreement between the Financial Supervisory Authority (FINFSA), Finnish Competition and Customer Authority and Finance Finland.

• Finance Finland created general principles of good practice for its members in 2002. They cover general principles on risk selection, claims-handling principles and good-practice guidelines for insurance investigations.

• Launched in 2014 by insurers, “e-constat auto” is a free mobile phone app meeting the expectation of consumers increasingly using mobile technologies in their daily lives. It allows insureds to report road accidents directly to their insurers and follows the model of the paper accident report. The app can be used for all accidents involving one or two vehicles registered and insured in France or Monaco that have only caused material damage and it makes it possible process and settle claims more quickly.

• Insurers have established a simplified procedure for claims-handling after multiple-vehicle collisions.

• The MABISZ Contact Centre, which began operating in September 2010, handles complaints filed against member insurance companies. Customers receive faster feedback due to the associations mediation activities and there has been a continual reduction in the number of complaints filed (mainly in motor insurance).

• Insurance Ireland runs initiatives for its members aimed at improving the experience of customers. For example, it works closely with the Irish Insurance Institute, the industry’s training body, to ensure industry employees are experienced in best customer practices and aware of emerging customer trends.

• ANIA has set up an dedicated webpage for representatives of consumer associations to use in conciliation procedures. The app enables them to get directly in touch with the right person in each insurance company to discuss any cases brought to the associations by customers following a car accident. The app also has a section for the general public. It provides information on how the conciliation procedure works and allows consumers to send online conciliation requests to the consumer association of their choice.

• Direct settlement of MTPL claims is offered by some insurers, allowing the victim to submit the claim to their own MTPL insurer.

• To facilitate the settlement of motor claims, the VVN developed Direct Claims Handling. In 2021, insurers started to handle the claims of their own third-party insured customers whose vehicles have suffered material damage for which another driver is liable. This allows claims to be dealt with more quickly and easily.

• The APS created the e-Segurnet app and website in 2016 as an alternative to the traditional European Accident Statement (EAS) for reporting road accidents to insurers. The use of geolocation and photos helps with completing the claims statement. Pre-registration of personal and vehicle data avoids mistakes and speeds up the claim, as does the automatic informing of the insurers involved. A claim can be sent for any number of vehicles even if there are injured persons. The claim is made on only one phone and can be signed even if one of the parties does not have a smartphone, as a regular mobile phone is sufficient to receive a code via SMS. The claim can be completed on the app offline, only requiring online access to send it.

• The Simulador de Acidentes de Trabalho (SIMAT or Workmen’s Compensation Simulator), available on the APS website, calculates the payments for work accidents under workmen’s compensation.

• The Simulador de Valorização do Dano Corporal (VDC or Bodily Harm Compensation Simulator), available on the APS website, identifies a reasonable proposal for compensation for bodily harm for those injured in road accidents.

• The Simulador do Custo de Reconstrução de Imóveis (SCRIM or Real Estate Reconstruction Cost Simulator) provides an indicative reference of the cost of reconstruction for residential buildings for calculating the capital to be insured in fire and elements of nature and multi-risk housing policies.

• Insurers offer an app via which clients can follow the process of settling their motor accident or MTPL claims.

• By law, insurers are obliged to offer a scheme for out-of-court dispute settlement before an independent provider that meets certain legal criteria. SZZ created a Mediation Centre that meets the criteria and has the required licence. All SZZ members are enrolled with the Centre, whose mediation is binding for them. It settles a third of disputes.

• In 2016, the industry published guidelines on complaints-handling for insurance undertakings. The aim of the guidelines is to have the legal deadline to respond to the complaint from two months to one.

• A mobile app for motor policyholders called Sistema de Declaración de Accidentes para Smartphone (iDEA) was developed in 2015. The app allows policyholders to send the necessary information to their insurer for the settlement of a claim concerning a road accident between two vehicles. The app is linked to CICOS, the system that manages the direct claims settlement system for MTPL insurance. Since 2016, every MTPL insurer is legally required to join this system. The app has been downloaded over 149 000 times and more than 17 000 claims have been filed through it. In 80% of cases, the driver at fault has recognised their liability and the non-liable driver has been compensated.

• Improvements have been introduced to the Motor Property Damage Claims Agreement (Convenio SDM) which manages claims for the costs of a replacement vehicle or transport costs incurred by an individual or self-employed person while their vehicle is being repaired after an accident for which they were not liable.

• Consumers who are not satisfied with an insurance company’s decision on a particular claim can apply to Insurance Sweden´s review boards (Svensk Försäkrings Nämnder). These boards, which each deal with a specific area of insurance, have been in place for many years and provide a way to deal with disputes between policyholders and insurance companies. Two of these boards, the Board for Insurance of Persons and the Board for Legal Protection Insurance Issues are approved as alternative dispute resolution entities. Applications are free of charge. Since 2018, the Board for Insurance of Persons also deals with disputes involving an individual who has been fully or partly denied insurance.

• Insurance Sweden’s Personal Injuries Committee has issued various pieces of guidance on better assessing personal injury claims. Insurance Sweden’s website carries a personal injury statement form to help doctors provide insurers with a good description of injuries and to minimise the risk of wrong assessments. The form works in conjunction with a digital figure that allows doctors to click on the relevant injured body part and provides instructions on what injuries to assess. The Personal Injuries Committee has developed a statistical model to be able to assess a fair economic loss for children who have been injured so badly that they will be unable to work in the future. It is based on an average income for the Swedish citizens.

• Although not directly involved in dispute settlements, the Swedish Consumers Bureau (Konsumenternas Försäkringsbyrå (KFB)), which is backed by the Swedish Consumer Agency, the Swedish Financial Supervisory Authority and Insurance Sweden, will relay information on problems identified by consumers to the insurance companies concerned. Established in 1979, the KFB is considered by companies to be an increasingly important feedback channel.

• Pensions Dashboards, a service that will allow customers to see all their UK pensions together in a digital place of their choice, is being created. Both the public and private sector will be able to offer this service once they have obtained the legal basis to do so. This has been made possible by the Pension Schemes Act 2021, which gave the government the power to require all pension schemes to connect their data to the service from 2023. The insurance industry has been a strong supporter of the programme and ran the pilot. There will be possibilities to expand the service, for example integrating it with other digital economy initiatives such as open banking in the future.

• The HUO maintains databases for its members to use, in accordance with legal provisions, when processing motor liability claims and when setting motor liability conditions. Information on cross-border policies, injured parties and traffic accidents is available to HUO members through the HUO website or through one-off delivery of data.

• The VIZEze (Vision) 0 Platform is an association of companies, state and non-state institutions seeking to reduce the number of fatal traffic accidents and improve road safety.

• An insurer rewards municipalities that prepare for climate change and implement adaptation measures. It finances feasibility studies for municipalities it insures.

• An insurer is a partner of the association Záchranný kruh (Lifebuoy), which develops and implements a range of risk prevention projects, such as educational and experiential courses, educational videos, multimedia textbooks, working and didactic aids for schools, etc.). In addition, it runs the World of Rescuers complex, a place where everyone, from the very young to grandparents, learns through hands-on activities and simulations. It is also where rescuers themselves train to save lives and property.

• In order to provide insurance cover, companies ask their clients to install tracking devices in, for instance, expensive vehicles and construction machinery to prevent theft. F&P has developed a system for registering tracking devices. Every supplier has to have its devices checked by a third party, which then issues a certificate, which is the basis for registration in the F&P’s system.

• F&P, in cooperation with other stakeholders, has developed an 8-point national strategy to prevent workplace fires and reduce the number of fire casualties.

• In 2016, F&P provided municipalities with a large amount of free insurance data on damage caused by heavy rain. There are no restrictions or requirements placed on the use of this data by municipalities, as long as data protection rules are observed. The data is primarily used for risk mapping and risk analysis in the municipalities’ climate adaption activities. By providing this data, F&P aims to contribute to better climate-change adaption and mitigation and to make it possible for municipalities to focus on places where consumers experience damage caused by heavy rain. F&P is working to ensure that the municipalities can receive insurance data again in 2023.

• There have been several initiatives to improve public safety and awareness of traffic-related risks. These include a vehicle claims history webpage where people can check if the vehicle has been involved in a traffic accident and whether the vehicle was insured to avoid fraud in used car sales. The Bureau of Motor Insurance also has webpage where people can check whether a car is covered by motor insurance.

• An online MTPL aggregator is available for consumers so they can compare the prices of motor insurance in different insurance companies.

• The EKsL and the Motor Insurance Bureau have published an online map of traffic accident black spots with data dating back to 2009. It shows where accidents occurred and the causes and consequences. The data from a 2022 app for reporting traffic accidents feeds into the map, which is a valuable tool for public authorities to improve road safety.

• In 2015-16, the EKsL established a geographic information system for flood risks with researchers from Tallinn University and TalTech University. In 2017-19, it established a similar system for storm threat. The data helps to calculate the risk of an individual contract, accumulation risks and the risks to whole portfolios for reinsurance and capital planning.

• “Assurance Prévention” is an association involving 247 insurance companies and mutual insurers that is focused on the prevention of risks, such as traffic accidents, everyday hazards, natural risks and health risks. It targets the general public via local awareness campaigns and several media and digital campaigns, raises awareness in the media and contributes to a better knowledge of the risks by conducting studies. Its actions include:
• A TV and web campaign targeting families during summer holidays and promoting appropriate behaviour on the road and at their holiday destination.
• Health initiatives like: “Les Explorateurs de la Vue” (“View explorers”) to identify children with visual problems; prevention advice displayed on screens in the waiting rooms of nursing homes; and “Ma Commune a du Cœur” (My town has a heart) to involve local communities in the prevention of deaths caused by cardiac arrest.
• The “piste d’éducation routière CRS/Assurance Prévention”, a training track, in collaboration with the police, to improve the skills of motorcyclists, which is the category of road users that is most at risk. Each year, people are trained in around 20 cities.
• Other road safety initiatives and studies such as: “Trott’Safe” to help people understand the regulations that apply to electric scooters and drive safely; an initiative to promote safe driving of agricultural vehicles; and “Bien rentrer” (Get home safe) to prevent drunk-driving by helping people arrange solutions for driving home safely after an evening out.
• Physical activity has been at the heart of a series of initiatives implemented since 2012. These include: targeted initiatives for children aged 6-10 via “Bouge avec les Zactifs” (Get moving with the “Zactifs”); and an obesity prevention programme in France’s overseas territories.
• Management of natural hazards since 2021, with a digital awareness campaign “Natural risks, life-saving actions” and the design, in partnership with the association “Mission Risques Naturels”, of a series of educational materials. The association has also initiated actions on the ground and participated in government action.
• The organisation of the “Journée Prev’Attitude” to raise awareness about everyday risk prevention.
• A global digital strategy: three websites to provide day-to-day prevention advice and social media (Facebook, Twitter, YouTube, SoundCloud).

• In partnership with the association “Mission Risques Naturels” (MRN), France Assureurs launched a web series, the “Minutes de l’innovation cat-nat et climatiques” (Minutes of natcat and climate innovation) to identify and promote innovative prevention actions by insurance companies and by others involved in natural hazards. Ten episodes have been published on the website of France Assureurs.

• The flood resilience certificate (Hochwasserpass) is a web-based tool to identify flood risk potential, which poses questions and offers flood resilience recommendations free of charge. This tool can be upgraded, with experts’ advice, to a flood resilience certificate. This, in turn, makes the assessment of highly exposed risks by insurance companies easier and thus broadens the market for consumers.

• The compass for natural risks (Kompass Naturgefahren) is a public information system that contains geocoded data on natural catastrophe perils. It helps to encourage consumers to take preventative measures on an individual and local basis (eg, against flooding).

• The website of the Unfallforschung der Versicherer (UDV) (Insurers’ Accident Research) provides insurers’ accident research on road safety, including crash tests (available via YouTube) and a database of electronic stability control in all cars sold since 2006.

• The GDV is an official partner of a national campaign to raise road-safety awareness.

• People generally live seven years longer than they think. Based on this premise, the GDV launched the campaign “7 Jahre länger” (7 years longer) to raise people’s awareness of their true life expectancy and the demographic challenges connected to it. The main tool of the campaign is its website, which is complemented by a Facebook page. The website includes a life expectancy calculator to work out the cost of living for chosen items and services until the end of one’s life.

• “Drive in Italy” is a multilingual, e-learning driving training course (Italian, English, Romanian, Albanian, Arabic, Chinese, Bengali, Spanish and French) aimed at foreign citizens, set up by the ANIA Foundation to promote faster and more effective social integration through the promotion of a culture of responsible driving, the dissemination of traffic rules and training drivers to be able to deal safely with dangers that can arise. Knowledge of laws and rules is one of the most important aspects of good integration, but language and culture can sometimes be an obstacle. Immigrants may have a driving licence from their own country, but need further training to improve their driving skills and become familiar with signs and types of roads.

The course, which is available via the web and smartphones, takes the form of a tour of 12 major cities covering local details, driving and accident advice and the importance of insurance. It includes a test tour to try out the knowledge acquired.

• The Motor Insurers’ Bureau of Latvia publishes a map of “black points” where traffic accidents occur most often.

• Every year, the VVN publishes three risk monitors to inform the public, media and policymakers about the main risks related to road safety (private cars), fires (households) and burglary (households).

• Together with the installation and inspection sectors, the VVN developed an inspection method for electrical installations.

• Together with public-private security partners, the VVN has developed a theft-risk classification for the property market.

• By providing its claims data, the VVN’s Centre for Insurance Statistics contributes to the research of the Royal Netherlands Meteorological Institute (KNMI) to improve hail modelling.

• In 2014, a database, “FG-control”, was created for insurance companies, certified inspectors and owners of buildings. It is managed by Finance Norway and is called FG after the approval board of insurance companies dealing with the technical loss prevention system. The database provides a risk assessment of buildings’ safety systems (eg, fire detectors and alarms, intruder alarms, electrical systems and fixed firefighting systems.)

• Finance Norway is responsible for a system that delivers insurance information about vehicles to the national vehicle register. The system, TFFAuto, is mainly used by the national authorities to deregister uninsured vehicles.

• Insurance Sweden provides the market with a digital calculation system to assess the cost of totally rebuilding commercial properties, which takes into account the type of property, year of construction, size, etc.

• The claims management process is organised similarly in most of the insurance companies engaged in motor business, with specialised departments to take the necessary actions to prevent or reduce fraud via analysis and additional checks on claims. Site inspections are carried out and interviews held with all parties involved in accidents. The legal basis for the information requested by insurers is set out in the Bulgarian Insurance Code.

• The HUO has a database for the exchange of information between insurers and the Ministry of the Interior in the fight against fraud and the HUO has a Working Group for the Prevention of Insurance Fraud. In 2021, it upgraded its fraud detection system and created a web app through which insurance companies can communicate with it.

• Members of ČAP fight insurance fraud in three areas:

At the association, a working group shares information relevant for fraud prevention. It created a “Manual for the Prevention, Investigation and Indication of Insurance Fraud”, which is being updated. ČAP also organises training and workshops for insurance fraud investigators.

At the Czech Insurers’ Bureau, the SVIPO system, is a software which is based on the reciprocity principle and allows the exchange of information on suspicious circumstances. There are two kinds of SVIPO systems in place. The first one is oriented towards non-life segment of insurance (motor and property), while the second on operates on life insurance. The ČAP’s daughter company , the Czech Insurer’s Bureau, operates the system by collecting data on road accidents, claims and insurance policies, which are accessible to insurers on the web. Individual insurance company control measures and mechanisms are in place to prevent fraud. These include offering a financial reward (related to the value saved and capped) to motivate individuals to report suspicious activity.

In all three areas, there is regular cooperation with the fire service (reports on the cause of fires with information on violations of regulations under the Fire Protection Act) and the police on insurance fraud prevention information and best practices.

• The insurance industry has developed a branch code of conduct for investigating fraud and suspicious insurance events, based on a detailed legal review created by a respected university professor. The branch code regulates what specific measures the insurance company may take in any given situation. The code is followed by all F&P members.

• Most, if not all, insurance fraud investigators are former police officers. Every investigator takes part in regular internal and external training courses, including ones at the Danish Insurance Academy. F&P and insurance investigators jointly conduct training courses in combatting insurance fraud at the police academy.

• A free check of vehicles’ claims history is available on the association’s website to reduce fraud in used car sales.

• In 2019, the EKsL created a register of high-risk customers for use within the sector. The register fully complies with the GDPR and local laws.

• Finance Finland collects data on vehicle, boat and bicycle thefts together with the police and insurance companies. Annual theft statistics are published.

• In 1989, the insurance industry created a non-profit organisation called ALFA, which helps the industry to prevent and fight against fraud. Its main initiatives are:
• Detection: ALFA manages information from different sources, which it sorts and then uses to send alerts to its members.
• Coordination: ALFA facilitates the exchange of information between insurers’ fraud teams and helps insurers to coordinate against organised crime.
• Investigation: ALFA works with standards group AFNOR on a specific certification for detectives specialised in insurance fraud.
• Education: ALFA works to enhance insurers’ anti-fraud culture and skills.
• Connection: ALFA links the insurance industry and the parts of the public sector that are involved in fighting fraud.
• Sharing: ALFA shares information with other countries and organisations to prevent and limit insurance fraud.

• The insurance industry has created the Hinweis- und Informationssystem (HIS), a tool for checking the information provided by the applicant when initiating a contract and processing claims. This legally permitted industry solution allows the use of cross-company information. It is a transparent system agreed with the data protection authorities: Affected customers are notified if they are reported to the system and they have the right to request an extract from it. An entry in the HIS can be a signal for more intensive examination by the insurance company, which can uncover fraud.

• In early 2022, the HAIC adopted a Self-Regulation Protocol for the prevention and combatting of insurance fraud. Members commit to:
• adopt actions, best practices and policies to prevent and combat insurance fraud in all lines of business but also within the company itself; and,
• raise awareness of the problem and the need to address and combat it among their management, employees and associates.

• Insurance Ireland runs “Insurance Confidential”, a dedicated service comprising a website and hotline, to encourage members of the public to report cases of suspected fraud, which are estimated to cost Irish policyholders €50 per premium per year. This collaborative approach appeals directly to the public to make them aware that fraud ultimately contributes to the cost of their premiums and that they can help address the problem. Insurance Ireland also runs an annual fraud conference to create awareness of the issue and debate its impact and possible tools to address it. This is supported by a survey of consumer attitudes to insurance fraud.

• In 2021, Insurance Ireland and the police signed a memorandum of understanding (MoU) setting out the procedures for reporting of suspected insurance fraud by Insurance Ireland and its members to the Garda National Economic Crime Bureau (GNECB). The GNECB established the Insurance Fraud Coordination Office (IFCO) as the point of contact for all reports of suspected fraudulent insurance claims with the remit to determine if a criminal investigation is merited.

• In 2021, ANIA and the Forum ANIA-Consumatori (ANIA Consumer Forum), a non-profit foundation that includes several consumer associations, organised several webinars, together with consumer associations, focused on the fight against insurance fraud and problems with motor liability insurance claims.

• In 2020, ANIA published a booklet through the Forum ANIA-Consumatori called “Fraud: how to protect ourselves from those who cheat us and insurance”. The booklet is available on the Forum ANIA-Consumatori and “Io e i Rischi” websites.

• It is possible to check vehicles’ loss history on the website of the Motor Insurers Bureau of Latvia in order to avoid fraud in used car sales.

• The VVN has a special department ― the CBV (Centrum Bestrijding Verzekeringscriminaliteit) ― that assists insurers in fighting fraud as well as other types of crime that impact insurers. It provides VVN policy advisors and lobbyists with essential information on fraud. The CBV develops policies, tools, regulations and codes of conduct to fight against fraud and to facilitate the exchange of information between fraud investigators.
• The CBV receives reports of ongoing investigations into fraud from VVN members. Based on this, trends are identified and warnings about modus operandi are shared with fraud investigators.
• The CBV acts as a central source of information for insurers and stakeholders (police, public prosecutor's office, etc.). Together with public and private parties, the CBV organises thematic meetings to share knowledge and expertise and jointly develop new initiatives for tackling insurance crime.
• Every year, the CBV processes dozens of (anonymous) tips from citizens about fraud and shares them with the insurers involved.

• In cooperation with the VVN, the CIS Foundation (Stichting Centraal Informatie Systeem) is responsible for a database with claims and other insurance-related information from insurers and their agents. Over 90% of all fraud investigations by insurance companies begin with a check of this database.

• In 2017, the VVN, together with the police and the Ministry of Justice and Safety, launched an initiative against insurance fraud. When a fraudster is caught by an insurance company, they receive a standard claim of €532 to pay for the costs the insurer incurred due to the fraud investigation. A separate foundation ― monitored by the government ― is responsible for issuing these claims and collecting payments. Since the start of this initiative, 5 000 cases have been dealt with. By January 2022, fraudsters had paid back €3.3m.

• In accordance with the GDPR and national GDPR-related legislation, the financial institutions in the Netherlands have a licence from the Dutch Data Protection Authority for the exchange of criminals’ personal data.

• Every two years, the members of VVN carry out an assessment of its Insurers & Crime Protocol. It offers insurers the opportunity to assess how their own anti-fraud policy is functioning. Based on the results, the CBV draws up recommendations for each insurer. It also provides information on the status of the approach to fraud across the sector.

• Finance Norway and its Financial Crime Unit publish an annual trend report examining the threats faced by the industry. Effective procedures are also established for the exchange of information and for collaboration with the police, the Norwegian Welfare and Labour Administration, the Norwegian Business and Security Council and various other industry bodies.

• SLASPO has an insurance fraud prevention department to help insurers fight fraud. The department organises workshops to educate insurance employees.

• In accordance with the Slovak Insurance Act, SLASPO started operating the Register of Insurance Claims on 1 January 2017. This is a preventative tool that helps in the fight against fraud. SLASPO members send information about insurance events to the register, which is updated on a daily basis. Information remains in the register for five years, after which it is automatically deleted. The client/consumer can consult the register on submission of a request and request a deletion if dissatisfied.

• The SZZ has an application for the detection of insurance fraud called “Frodo”. It is based on two independent technologies: indicators/rules that insurance company experts have built into the rule engine, based on their own experience, and the information that Frodo gets from an AI module, which is based on both supervised and unsupervised machine-learning algorithms. Great attention was paid to the sophisticated visualisation of suspicious cases to provide users with a quick and clear insight into suspicious claim files. Since time is of the essence in successfully fighting fraud, an effective notification system was built to make immediate action possible. Frodo began with motor fraud detection but was so successful in its first year that it was extended to property, liability, accident and assistance insurance.

The industry’s fraud prevention strategy includes:

• The setting up of individual fraud strategies in each undertaking or group.
• The setting up of shared databases for fraud prevention (such as the FPTRI, a database of total motor losses).
• Protocols and cooperation agreements with different police forces to contribute to the detection and prosecution of crimes associated with insurance. This cooperation includes the appointment of contact points at the insurance companies to facilitate communication and prompt replies to requests from the police and the courts for data in relation to possible frauds that are under judicial investigation.
• Analysing the possibility of setting up direct police force links to insurers’ shared databases.

Insurance Sweden has subsidiary companies that are involved in the fight against insurance fraud:

• GSR AB manages a claims register. Almost all insurance claims — both life and non-life— are recorded in it. It can be used by insurance companies to avoid multiple payments of the same claim, as well as to “red flag” a case for further investigation when clients have an unusual number of claims. The existence of the register is likely to reduce attempted frauds and prevent fraud.
• Larmtjänst AB provides services to insurance companies to combat insurance-related crime, such as thefts and insurance fraud. Larmtjänst collects statistical information from insurance companies on all detected fraud cases. On the basis of this, Insurance Sweden and Larmtjänst publish an annual report on insurance fraud. The report contains statistics as well as details of current trends and initiatives to counter fraud. It is also used to attract media coverage on the negative consequences of insurance fraud. Larmtjänst co-ordinates an annual action with major insurance companies to counter insurance fraud. Over the years, the annual actions have focussed on issues such as vehicle arson, staged car accidents, frauds involving luxury watches and frauds connected to SMEs.

• The Insurance Fraud Enforcement Department (IFED) is a specialist police unit within the City of London Police dedicated to combatting insurance fraud. IFED is funded by the insurance industry via the ABI and has a remit to investigate insurance fraud throughout England and Wales. Since its inception in 2012, IFED has arrested and interviewed over 2 700 suspects, secured more than 1 000 convictions and cautions and recovered assets worth almost £3m (€3.4m). In addition, IFED plays a key role in preventing and deterring fraud through stakeholder engagement and campaigns or one-to-one liaison with industry members.

• The Insurance Fraud Bureau was established in 2006 to lead the industry’s collective fight against insurance fraud by assisting police investigations. It has assisted the police with more than 1 240 arrests and 630 convictions that have resulted in over 535 years imprisonment.

• UK insurers share data and intelligence via many different sources, ranging from insurers’ in-house analytics to industry-wide databases, including the Insurance Fraud Register, the Claims and Underwriting Exchange, the Motor Insurers Anti-Fraud and Theft Register and MyLicence, all of which have a consistent, clear and robust governance framework. In 2019, the Insurance Fraud Intelligence Hub (IFiHub) was launched, which enables the industry to share information about all types of suspected insurance frauds, trends and patterns across all product lines.

• The ABI has been supporting the implementation of the government’s Economic Crime Plan since its launch in 2019. The Plan sets out how the government aims to tackle economic crime, primarily fraud, money laundering, bribery and corruption. It aims to promote better cooperation between the government, law enforcement and business with improved information-sharing, resource-pooling and technological innovation. The ABI regularly attends government meetings, alongside representatives from the banking, legal and wider private sector, to discuss implementation of the key recommendations of the Plan. The ABI is also working with government departments to inform the development of the Economic Crime Plan 2.0, which will focus on reducing money laundering vulnerabilities; disrupting money laundering; reducing the threat from kleptocracy (and driving down sanctions evasion); and recovering more criminal assets.

• The ABI is a member of the Joint Fraud Taskforce, which plays a vital role in countering fraud through public-private partnerships and is responsible for implementing the government’s Fraud Action Plan. As part of the government’s fraud strategy, the ABI is working with civil servants to develop a Fraud Charter that will commit the insurance sector to work with the government to reduce the threat of insurance fraud and better protect consumers, through a mix of insurance-sector and public-sector commitments.

• The Insurance Ombudsman Service was established by the Decision of the HUO Management Board - Decision on the Establishment and Operation of the Insurance Ombudsman at the Insurance Association – the Croatian Insurance Bureau, as an independent and autonomous body for out-of-court settlement of disputes between appellants and insurance companies, as well as for informing consumers and other interested persons about the methods of judicial and of out-of-court settlement of insurance disputes. It does not settle property lawsuits, since these fall under the authority of the courts and is also not competent for the resolution of disputes which cases are already in process at the competent court.

• The HUO Mediation Centre, founded in 2007, enables mediation processes arising out of insurance and reinsurance relations under insurance contracts and based on the rights of the damaged parties, insured and insurance companies. The HUO Meditation Centre and the Insurance Ombudsman both offer free help to consumers, including online dispute resolution via the Mediation Centre.

• Since 2004, consumers have had the possibility to cancel a contract within the term of the contract. The notice period is one month.

• Since 1975, consumers can solve disputes without going to court by going through the Insurance Complaints Board.

• Legal expenses insurance is automatically included in contents, car, boat and house insurance. This means that about 90% of all households have legal expenses cover. In close cooperation with the Danish Consumer Council, the insurance industry has drafted conditions for legal assistance that are the same for all companies, so that all consumers can seek remedy before the court without having to pay legal and administrative costs themselves. The common conditions for legal assistance were revised in 2016 to make them more consumer-friendly. They were also translated into English for non-native speakers. Moreover, the insurance industry increased the level of legal expenses cover so that the vast majority of claims are fully covered, even when the case is appealed.

• Vehicle bodywork repair calculation software was upgraded in 2014. The vehicle damage repair system is used by all insurance companies and vehicle repair shops. The calculator was adopted to smooth the claims-handling process and avoid disputes over the cost of bodywork repairs.

• A free evaluation of vehicles’ pre-accident market value has been available since 2013.

• The state-recognised Estonian Conciliation Body, which was launched in 2011 and is run by the EKsL, follows mediation and conciliation principles to find low-cost solutions to disputes. Insurers involved in cases have to cover the costs of the case regardless of the result.

• The EKsL and the Bureau of Motor Insurance have introduced several codes of conduct for the insurance sector, such as ones for home and travel insurance. These help clients to better understand the services and they help to harmonise terminology.

• A cooperation agreement was concluded in 2014 between the Commission Nationale de l'Informatique et des Libertés (CNIL) and insurers created an insurance compliance pack, to establish legal tools, simplified procedures and good practices. An update guide, drawn up by insurance sector associations, including France Assureurs, in association with the CNIL was published in July 2021. The update adapts the compliance pack to the 2018 EU General Data Protection Regulation in relation to the processing of personal data.

• Since 2011, insurers have been working to avoid new cases of unclaimed life insurance policies. In 2015, following the “Eckert Law” on inactive bank accounts, insurers committed to a series of actions including:
• Seeking comprehensive contact information for both subscribers and beneficiaries.
• Ensuring the clarity of the beneficiary clause.
• Raising consumers’ awareness of the need to update their data and inform beneficiaries about the existence of a policy, etc. Furthermore, when using external providers to look for the beneficiaries of unclaimed life insurance policies, insurance companies committed to carry out checks on the way those investigators perform their activities and to include ethics clauses in their agreements.
• Since 2016, life insurers are obliged to provide information to the FICOVIE national database of life insurance contracts, which aims to fight tax fraud, money laundering and terrorism financing. This information is also used to prevent unclaimed life insurance policies.

• Since 2017, insurers have maintained a national list of long-term care insurance contracts in order to provide better information to potential beneficiaries and to accelerate the settlement process. Insurance companies enable close relatives and legal guardians to request to know the existence of a long-term care policy taken out by a person who is unable to do so themselves, by sending a request by using a web form or by post.

• Four million French people have a funeral insurance policy. In addition to work by insurers to make subscribers or members aware of the importance of informing their relatives of the existence of a funeral contract, insurers have also set up a mechanism to allow people to see if their close relatives have funeral insurance. The request can be sent via a web form or by post. An insurer must respond within three working days if the death date was less than three months ago (one month otherwise).

• France Assureurs is a member of the Financial Sector Consultative Committee (Comité Consultatif du Secteur Financier). The CCSF analyses issues raised between financial institutions and their customers in order to provide them with tailor-made measures in the form of opinions or recommendations. Composed equally of financial institutions, consumers, members of parliament, professionals, industry and employees’ representatives from the financial sector, the CCSF is a unique forum for interaction between stakeholders. In 2017, for example, the CCSF provided opinions on credit insurance and on the implementation of the Insurance Product Information Document (IPID).

• The insurance sector has worked with the Financial Sector Consultative Committee to improve the transparency and clarity of life and health insurance contracts. Since May 2022, health insurers have to publish prominently on their website a standardised table showing examples of compensation to help consumers understand healthcare reimbursements (the shares paid by social security and the health insurer and what is left for the insured to pay). Since June 2022, life insurers have to publish on their website a standardised table for life and retirement insurance contracts to help consumers better understand the total costs and compare costs between different contracts.

• The insurance sector has worked with the Financial Sector Consultative Committee on harmonising termination regimes for insurance contracts. Since July 2023, insurers will terminate most contracts at any time after the first year. This does not include contracts covering professional activities, life insurance, incapacity, disability and death benefits insurance, and seasonal contracts such as hunting third-party liability.

• The industry is examining how to provide consumers with greater confidence when taking out insurance for consumer goods & services. The insurance sector worked with the Financial Sector Consultative Committee and agreed to expand the withdrawal period from 15 to 30 days since July 2023. When the consumers get a discount for the initial period of their contract (a few weeks or months free of charge), the withdrawal period starts after the discount. This commitment does not cover travel insurance and contracts of one month or less.

• In 2014, the insurance industry established an initiative to provide additional training for intermediaries (“Weiterbildungsinitiative “gut beraten”).

• The insurance ombudsman is an independent association and an advisory board and its members include insurance companies and the German Insurance Federation (GDV). It is a benchmark solution for alternative dispute resolution (ADR) in Germany, sparing customers lengthy and expensive court proceedings.

• The GDV has developed many standard policy conditions on a voluntary basis. The association worked with linguists to make the general terms and conditions of insurance products easier to understand.

• A code of conduct for insurance distribution has been established by the insurance industry, defining standards for the provision of good advice. Approximately 90% of insurance companies are signatories. They have their compliance certified by an independent third party and work with intermediaries who improve their skills on a regular basis and record their additional training.

• The GDV published the “Consumer model of the German insurance industry” in 2017, which sets out principles for the industry. Its aims are to further improve consumer-friendliness and to provide a reference framework for the discussion and assessment of legislative initiatives and other consumer protection measures.

• A reduction-in-yield (RIY) indicator was introduced with the Life Insurance Reform act of 2014. All life insurance policies must contain key indicators on the impact of all costs. This indicator had been recommended by the GDV on a non-binding basis for all life insurance products since 2011.

• The insurance industry has worked with data protection authorities to develop rules of conduct to specify and supplement the Federal Data Protection Act. The voluntary commitment of the insurance industry to uphold data protection received the quality seal of the data protection authorities.

• In 2018, the HAIC, in collaboration with the Union of Hellenic Chambers of Commerce and the supervisory authority, the Bank of Greece, created an online General Register of Insurance Intermediaries. Consumers can easily check by visiting the HAIC website if their insurance intermediary is registered and certified.

• All HAIC member companies have adopted a non-binding code of conduct based on common values and responsible business practices. The code, launched in 2018, enhances the public credibility of the private insurance industry and contributes to the dissemination of the value of insurance. The 10 basic commitments, which are featured on the homepage of the HAIC’s website, are: integrity, confidentiality, transparency, impartiality, responsibility, good guidance, good management, leadership, respect and due diligence.

• MABISZ has a code of ethics and competition, which has to be accepted by every member company. It was adopted in 1994 and amended in 1996 and it contains several references to consumer protection.

• In 2021, Insurance Ireland launched a campaign to motivate consumers to shop around for insurance at renewal. The campaign focused on motor and home insurance and targeted a wide range of consumers. The goal was to show consumers how to get the best policy at the best value for their needs, whether by switching providers or by engaging with their current provider to ask for discounts. The tone of the campaign was friendly and informative, focussing on simple messages in easily accessible language. There were a series of national adverts in broadcast and print media, both local and national. In addition, there is a campaign website under the general consumer hub operated by Insurance Ireland, understandinginsurance.ie, where consumers can get more information. The second iteration of the campaign ran in May 2022. Further iterations are envisaged, with research conducted on the campaign so that groups that are particularly unlikely to shop around can be targeted.

• With the slogan “Be insurance savvy”, the Irish insurance industry launched a consumer campaign and consumer platform (understandinginsurance.ie) to inform the general public about how insurance works, how to buy insurance and how to understand insurance premiums. A second iteration was planned in 2022 and the scope of the consumer platform will be extended to cover additional types of insurance.

• The forum ANIA — Consumatori is a non-profit foundation set up by ANIA to facilitate and enhance dialogue between insurers and consumers. Undertakings and consumer association representatives are part of the forum, along with other non-insurance sector stakeholders. It deals notably with welfare issues, education and training and insurance market issues.

• The ANIA Foundation was established in 2004 with the aim of developing solutions to reduce the number of road traffic victims.. For example, it created a project called “novice drivers” allowing new drivers to use an online driving simulator to learn about the dangers of the road and take part in free safe driving courses. In 2017, ANIA Foundation extended its scope to spread and promote the insurance culture of prevention and protection. In this view, a new project area was set up with new events such as “Street Health Tour”, aiming at improving lifestyles with free medical check-ups, “Dostoevskij project” raising awareness against gambling and “Kant project” on some types of dementia such as Alzheimer’s disease.

• The “psychological support for the families of victims of the road” project launched by the ANIA Foundation in 2014 provides support for the psychological consequences of physical injuries from road accidents. ANIA Cares is complemented by a programme for those who have suffered spinal-cord injuries following a road accident which involves the use of a robotic exoskeleton that makes it possible to spend a few hours a day vertical and moving around. Around 700 patients have been treated and over 2 000 sessions have been held.

• ANIA and 17 national consumer associations cooperate on a conciliation procedure to solve litigation between insureds and insurance companies following a car accident. (See the section on digitalisation for more information on the app that was developed to aid the conciliation process.)

• In 2017, ANIA published the tenth edition of its customer satisfaction survey. The survey has had a double function over the last few years: to measure customer satisfaction and to contribute to the overall understanding of the market and changes in customers’ views and expectations.

• In 2020, the LAA and its members adopted ethical guidelines that define the basic principles of their professional ethics, actions in situations of conflict of interest, lobbying guidelines and competition law compliance. The basic principles of professional ethics it defines are: loyalty, responsibility, justice and objectivity, independence and neutrality, and confidentiality.

• In the Dutch market there are about 60 codes of conduct and governance principles (self-regulation) that have been recently audited. A good example is the code that states that non-life contracts can only have a maximum contract period of one year and that after this time the contract can be cancelled by the customer every month. A recent audit showed that all insurers comply with this.

• To make the many existing and new initiatives in the Dutch insurance market more transparent and effective, they were bundled in 2008 into an umbrella programme called “Insurers Innovate”. In 2015, the programme was renamed “Customer Interest and Reputation”.

• In 2017, the VVN rewrote the “health declaration” that customers fill in when they want to take out a life insurance policy, working closely with patients’ advocates. The goal is to ensure fewer people forget to report relevant matters about their health. VVN members are not obliged to use these forms, but the association strongly advises them to do so.

• The VVN has formulated guidelines on complaints-handling for insurance companies. Its website also provides information and advice to consumers about the handling of complaints.

• The national representative of “FIN-NET” (the extrajudicial complaint network for financial services) makes it possible for consumers to have their case heard out of court free of charge. A sectoral agreement requires the decisions to be heeded. If an insurance company does not, it is obligated to cover the subsequent court expenses for the consumer.

• Finance Norway carries out an annual customer satisfaction survey and publishes the results.

• The Executive Board of Finance Norway adopted standards for ethical business conduct for financial institutions (code of conduct) including insurance companies in 2015. It states that Finance Norway will focus on consumer protection and trust between financial institutions and society.

• Finance Norway has established an industry agreement on the provision of information and advice about the transition to paid-up policies with an investment option. This is considered important because it is the policyholder who bears the risk if the value of the investment portfolio goes down.

The APS has a Charter of Principles, signed by all its members, with the following goals:

• To formalise and disclose the values, operating principles and ethical standards that shape the relationship between insurance companies and the various subjects with which they interact.
• To foster the normalisation of the internal standards and benchmarks that guide companies’ actions.
• To help develop business cultures which, within their own diversity, induce everyday respect for the values and principles adopted and the ongoing improvement of the rules of corporate governance, aiming to permanently improve corporate and market practices.

• Since 2017, SLASPO has an Insurance Ombudsman to resolve consumer problems with member companies. The ombudsman is a volunteer.

• UNESPA has published best-practice guidelines in 14 areas: health, motor, death, life and payment protection insurance; multi-risk policies; corporate governance; companies’ internal controls; dealing with disability; online sales; distribution transparency; policyholder data protection; data management in broker-distributed policies; and claims management. The guidelines provide consumers with relevant, clear and understandable information about their contracts and the settlement of their claims.

• In 2020, UNESPA, adopted key principles in the ethical use of AI. These are based on recommendations issued by national and international institutions and organisations, including the work of EIOPA Expert Group on Digital Ethics. The principles were updated when EIOPA’s Expert Group published its report in June 2021.

• In 2015, Insurance Sweden issued a recommendation to its member companies on the information to be provided to policyholders in connection with the portability of the accrued value of pension insurance. The recommendation includes special factsheets for the comparison of the most essential product information relevant for transferring the value from one product to another, including both the present and the potential new product. An updated version of the recommendation was issued in 2020. The recommendation also contains provisions on how to avoid administrative obstacles in relation to transfers.

• The Konsumenternas Försäkringsbyrå (KFB), the Swedish Consumers’ Insurance Bureau, was established by the Swedish Consumer Agency, the Swedish Financial Supervisory Authority and Insurance Sweden. The agency provides guidance and independent information about insurance to consumers.

• Together with the British Insurance Brokers’ Association, the ABI launched a Code for vulnerable customers at renewal in 2016. It seeks to help insurers and brokers recognise and potentially help vulnerable customers.

• “Der Versicherungsleitfaden” (The Insurance Light Switch) is a reference book of around 100 pages that describes the main types of insurance products and provides practical tips for consumers, such as what to do in the case of a claim, as well as information on insurance cover, benefits and potential claim scenarios. It aims to explain complex insurance products in a simple, short and easy to understand way. The VVO has been publishing the booklet since the early 1990s and published the 24th edition in 2020 (online only, but the 23rd edition remains available). To date, over 100 000 copies have been distributed.

• Together with an agency specialised in simple, understandable language, the VVO developed sample insurance product information documents (IPIDs) for all lines of business before they became a requirement under the EU’s Insurance Distribution Directive in 2018.

• In 2012, the VVO entered into cooperation with the Austrian Consumer Information Association (Verein für Konsumenteninformation, VKI), as part of which the booklet “Rundum versichert” (Fully insured) was published. It is one of a series of special editions of the magazine “Konsument”. This edition explains the meaning of insurance, describes the most important types of insurance and their characteristics, and answers questions such as: What types of risks can be insured? What is covered? What should I do if I have a claim? In all, five special editions have been published so far, available in five languages (German, English, Turkish, Croatian, Serbian), dedicated to topics such as child safety or safety at home. The 2016 edition focused on “Growing old safe and healthy — protection and precautions”.
  

• Back in 2012, the VVO created a detailed glossary of simple explanations of the most common technical terms used in policies in order to help avoid misunderstandings between insurers and their customers and the general public. It is available on p123 of the VVO Annual Report 2021.
  

• Since 1983, the VVO has run an information and complaints centre for policyholders and the public. As well as answering questions about contracts, it seeks to settle customer disputes without court intervention.

• In April 2021, Assuralia began working on recommendations to its member companies on ways to improve their communication with consumers, such as avoiding jargon or legal language as much as possible.

• Assuralia launched its consumer information website, ABCAssurance/ABCVerzekering, in 2013. The website provides consumers with information on prevention, insurance contracts and claims handling. It includes checklists that guide consumers step-by-step through particular situations, such as building a house, starting a business or coping with a flood. Further information is provided in brochures, videos and FAQs.

• The ABI and individual companies take initiatives to increase consumers’ risk literacy and understanding of insurance cover.

• Company initiatives include a section on a company’s Facebook page providing advice, explanations and facts in an easy and accessible way and a section on insurance literacy in a company’s official Facebook profile.

• In 2020, a large insurance group launched an initiative to improve its customer-related processes and rewrite most of the documents for its retail business. It changed many of its general terms and conditions, as well as its printed policies, and procedures for dealing with customers were rewritten.

• In 2020, an insurer created an online and printed guide written in clear terms that covers its legal framework, terms of business, types of products and costings, ethical business standards and claims settlement process. The guide is intended for clients and insurance agents.

• Most, if not all, companies develop additional educational tools and activities for distributors beyond their legal obligations. Among these are: various free, voluntary online training platforms on different topics for agents, salespeople and employees, including one that provides fully digital certification for brokers; regular training courses throughout the year on products, processes and legal changes; and a platform facilitating the sales process and after-sale process.

• Companies seek customer feedback in various ways and most are engaged in some form of education activities through partnerships with NGOs. Feedback is sought through research and surveys on the design of processes, products and documents, or even via a chatbot that encourages customers to submit feedback.

• The HUO is one of the contact points providing responses to consumer inquiries through the Central Information System for Consumer Protection (CISZP) established by the Ministry of Economy and Sustainable Development.

• HUO's consumer protection page carries contact details for the Insurance Ombudsman and the HUO’s Mediation Centre.

• The association has published an “Insurance Guide for Consumers”, which offers a user-friendly introduction to how insurance works and provides guidance to both individuals and households on personal insurance policies. This is done via 150 questions and answers designed to cover issues that consumers do not (fully) grasp. The publication is designed to guide consumers looking for insurance coverage to make informed decisions.

• Currently being created is an industry wide IT platform for registering claims data and enabling fraud-related screening of insurance applications and claims for compensation in motor insurance. This will also facilitate much faster and more seamless claims-processing for the great majority of customers.

• Currently being created is an industry wide IT platform for registering claims data and enabling fraud-related screening of insurance applications and claims for compensation in motor insurance. This will also facilitate much faster and more seamless claims-processing for the great majority of customers.

• Since around 1990, the Danish insurance and banking sectors have annually set up a common methodology to be used for calculating projected pension benefits. As all Danish insurance and pension providers are using the same methodology, comparability between the offers from different companies is assured. As of 2020, pension projections must also show the certainty of the projection (90% confidence level). So even though the projections entail a certain level of uncertainty, the provider must be 90% sure that the projected spectrum will be the reality.
  

• Since 2019, all Danish pension products in which the individual customer bears the investment risk (“market return products”) must label the customer’s risk on a scale from 1 to 6 based on a uniform methodology for calculation the risk that is developed by F&P.

• F&P operates an information service on its website called Forsikringsoplysningen (Ask about insurance). This service has been providing free and independent information about the most common life and non-life insurance products to the general public since the 1970s. In addition to the information on the website, consumers can also ask advisors questions by phone or e-mail. The consumer phone line receives 6 000 general questions a year.

• F&P has been running the secretariat of PensionsInfo since it was launched in 1999. This is a comprehensive online tracking tool allowing each Dane to access an overview of the pension and associated insurance entitlements from all their pension providers in all three pension pillars. It provides consumers with an overview of their personal situation at retirement, early retirement (lost ability to work), critical illness or death. Through the service, pension providers can also flag dormant pension rights to individuals and prompt them to check whether it would be profitable to transfer the funds to a new scheme. The tool also shows related insurance covers.

• F&P operates the Fakta om pension (Facts about pensions) website, which helps consumers to select the type of product and provider most suited to them. It allows consumers to learn about different pension providers and the services they offer, as well as to compare elements of the most common products, including: returns and costs; investment risk level; insurance cover; investment options; and the level of service and advice for all pension companies.

• “The cost initiative” (2007-2010) is an industry initiative under which all pension customers must be informed annually how much they have paid in costs on their pension scheme in the last year. The costs are calculated on the basis of a uniform and very detailed methodology. The figures are reviewed, at an aggregate level, by an independent auditor. All pension companies must also provide a calculation tool on their website showing the total costs to be expected when joining a particular pension scheme.

• F&P developed the Forsikringsguiden (Insurance Guide) website in 2001 in cooperation with consumer organisation Tænk. It helps consumers to choose the right policy by providing them with a quick and easy comparison of insurance conditions and prices for the most common types of insurance. The website also aims to create transparency in the insurance market. 19 companies participate in the Forsikringsguiden, representing more than 87% of the Danish market. Once consumers have completed the comparison, the site can guide them directly to their preferred company. F&P is continually improving the tool and getting more companies involved. For example, it is making improvements that ensure a better user experience and developing a comparison of dog insurance.

• The EKsL is an active member of the Ministry of Finance’s working group on financial education.

• Finance Finland contributed to formulating a national strategy to promote financial literacy, which is expected to be launched by the Ministry of Justice in 2022.

• Finance Finland supplies comprehensive schools with materials to use in the teaching of personal finances. Zaldo.fi is a gamified learning environment for comprehensive schools that also includes a national competition and was Finland’s contribution to European Money Week. Every year, one class gets to represent Finland in the European Money Quiz finale.

• The national Economic Guru competition for students in upper secondary schools has two parts: the first focuses on the importance of economics in schools and the second gives the floor to young talent at the final event.

• Talous tutuksi (“Getting to know the economy”) is a series of seminars aimed at social studies teachers. They consist of topical talks on various areas of the economy.

• Finance Finland has sponsored free insurance-themed workshops in schools since 2019. These have already attracted 3 300 teenagers. The Social Insurance Institution of Finland (Kela) and the Finnish Financial Ombudsman Bureau (FINE) helped to design the workshop contents. The key question was: “What kind of statutory insurance cover does every Finn automatically get, and which insurance is for the individual to take care of?”

• Finance Finland collaborates with senior citizens’ associations and is developing ways to support people in preparing financially for the later years of their life.

• Finance Finland collaborates with many organisations to promote financial literacy. Its partners include, for example, the OECD, the European Banking and Financial Services Training Association, Finnish non-governmental organisations and Finnish ministries.

• To increase competence in financial matters, FINE, a financial sector organisation comprising the Finnish Financial Ombudsman Bureau and the three Complaints Boards for insurance, banking and investment issues, publishes guidebooks (for example, on all major insurance lines) and comparisons and participates in financial education and literacy projects.

• France Assureurs has created a “Practical Insurance” series of guides and videos to give consumers the tools to understand insurance and choose the best product for their needs. They are available on its website.

• During Global Money Week 2022, it published a guide entitled “How my insurance works in 15 questions”. This answers questions about things that can irritate consumers in their relationship with their insurer (why my insurer asks me personal questions, why they investigate my claim, etc.). The answers explain some fundamental insurance principles, such as mutualisation, hazard and fair compensation. This publication, which completes the “Practical Insurance” collection, was awarded the EDUCFI label by the Banque de France, which operates the national financial education strategy, attesting to the educational and neutral nature of the messages in the guide, delivered in an accessible way. Infographics were published on social networks (Twitter, Linkedin), some sponsored. France Assureurs also partnered with a young influencer who produced a YouTube video telling her followers about her own claim experiences and the importance of being insured.

• During Global Money Week 2021, France Assureurs published a guide called “Saving with life insurance” to help individuals make long-term saving decisions and help them choose the life insurance policy best suited to their profile and projects, thanks to a series of key questions and good habits to adopt. This publication was developed by a working group composed of insurers and a panel of 60 consumers, representative of the French population, to ensure the guide provides relevant and targeted financial information in a neutral way.

• The first two guides in the “Practical Insurance” series, entitled “15 ways to be properly insured” and “Disability and death insurance”, also received the EDUCFI label in 2020.

• In 2021, France Assureurs and other associations representing health insurers published a toolkit to explain how complementary health insurance works. It includes a brochure called “6 keys to better understand and choose complementary health insurance”, “7 practical cases to illustrate the reimbursement of your complementary health insurance”, a glossary and videos. It forms part of a commitment signed in February 2019 to improve the readability and comparability of guarantees and coverages. The main areas for reimbursement will be harmonised and clearly defined: hospitalisation, dental care, standard care, optical care and hearing aids, and concrete examples of reimbursements are provided. In 2020, 90% of the insurance sector had already implemented these commitments.

• A book of all professional requirements and commitments is regularly reviewed by France Assureurs. These commitments aim to ensure a high standard of information is provided to policyholders about the way their requests and applications are processed.

• The France Assureurs website has several dedicated consumer sub-sections in the section “Insurance protects” with practical information, factsheets and FAQs:
• News
• Individual insurance in practice
• Professional and business insurance in practice
• Day-to-day prevention
• Steps to submit a claim.

• The “Mission Risques Naturels”, an initiative by French insurers to improve knowledge about, and the prevention of, climate-related losses, published a practical guide in 2016 to explain to the general public how to deal with a natural disaster. It also aims to better inform policyholders about the natural catastrophe coverage and exclusions in their motor and home insurance.

• Given the legitimate concerns of consumers around cyber-piracy and data protection, France Assureurs launched a campaign entitled “Knowing you better to better insure you”. It explains why insurers need the personal data of their policyholders to accept and price risks, and how they commit to protect this data. France Assureurs has created a user guide, which explains the basics of insurance and personal data protection. The campaign website contains a Q&A section, which provides concrete answers to common questions asked by policyholders. France Assureurs also produced a guide and six videos on different topics.

• In partnership with the Centre Européen de la Consommation, France Assureurs published an explanation of the no-claims bonus system to help consumers understand their claims history statement and to enable new insurers to assess the risk properly and assign the correct no-claims discount.

• To support sustainable investment, France Assureurs published a brochure explaining how to save responsibly through a life insurance policy. Presenting the main principles of impact investing and its advantages, the booklet explains how consumers can both seek financial performance and choose investment vehicles that meet ESG criteria. It also lists existing labels and the questions to ask to financial advisors before investing.

• The GDV published the “Consumer model of the German insurance industry” in 2017, which sets out principles for the industry. The principles include a call for strengthening financial education for consumers about risks and gaps in their coverage. Providing consumers with financial education through government agencies is a key aspect of this effort.

• In 2016, the GDV launched new non-binding guidelines for providing annual information on life insurance and pension products. With the help of language experts, the structure, content and design of the new statements were thoroughly revised to make the texts as clear, short and comprehensible as possible.

• Between 2012 and January 2021, the GDV fundamentally restructured 44 sets of terms and conditions for general liability insurance — beginning with those for consumers, but also covering SMEs and larger companies — in order to increase their comprehensibility. These terms and conditions contain not only a clearer textual structure with detailed tables of contents and easy-to-understand headings, but also a complete description of the insured risks of the policy. Similarly, to the work described above, the GDV started work with language experts in 2014 to improve consumers’ understanding of non-life insurance terms and conditions for private property insurance. New versions of the general terms and conditions of insurance for buildings, households, glass and photovoltaics were published on the GDV website in 2018.

• To illustrate the need to save for retirement, the GDV developed a pension calculator for its website in 2014. People can use the calculator to receive an estimate of their future pension benefits. The information that they enter is anonymous and is not saved.

• People generally live seven years longer than they tend to believe. Based on this statistic, the GDV launched the campaign “7 Jahre länger” (7 Years Longer) to raise people’s awareness of their true life expectancy and the demographic challenges connected to it. The main tool of the campaign is its website, which is complemented by a Facebook page. The website includes a life expectancy calculator and a calculator to work out the cost of living for chosen items and services until the end of one’s life. For public appearances, such as conferences, a large, wooden “wheel of life”, as well as smaller paper versions, were developed. These allow citizens to estimate their life expectancy based on their year of birth.

• “DIE VERSiCHERER” (The insurers) is a digital, customer-oriented campaign by the GDV. It relies on surprising and self-critical content to reduce consumer reservations. The campaign has won several PR and online awards. The main communication channels are Facebook, Instagram and the website. The Facebook page and the associated Instagram presence focus on content formats that go down well on social networks: humorous videos, topical memes and cartoons. Creativity and striking visuals ensure the attention of multipliers and consumers. The website is aimed at insurance customers and their specific questions: Should I cancel my insurance? Which insurance premiums can I deduct from my taxes? The consumer portal also contains several tools and SEO-optimised articles. The website’s media library provides insurers and agents with free social media content for their communications.

• A featured topic on the GDV website is the insurance industry’s “Stadt.Land.unter” initiative, which educates people about the growing danger of heavy rainfall and shows how tenants and property owners can protect themselves. An important element of the initiative is the Natural Hazard Check, which property owners and tenants can use to easily determine their individual risk of being affected by natural hazards. On the online platform, consumers can enter their postcode to find out what damage severe weather has caused in the past, how many buildings were affected in the region in the previous year, the most expensive damage caused by heavy rain, storms or hail, and the risk of flooding.

• Many homeowners and tenants underestimate the risk of increasing weather extremes. Therefore, state-specific information campaigns have been developed by German state governments to educate the public. In spring 2009, the first campaign was launched in Bavaria for private households, which was later expanded to include commercial risks. These campaigns usually consist of a dedicated website, a flyer and, in most cases, a joint press conference. In addition to the GDV, other multipliers such as the Association of Towns and Municipalities and consumer protection associations were also involved. An overview of all the campaigns can be found here.

• The GDV hosts a portal for consumers on smoke alarms and what to do in the event of a fire. The “Rauchmelder retten Leben” (Smoke Alarms Save Lives) initiative was started in 2000 and has been run by the Forum for Fire Smoke Prevention since 2012. Its aim is to significantly reduce the number of fire victims.

• Together with the insurance industry, industry associations and installer companies, the police launched the nationwide “K-Einbruch” publicity campaign in the autumn of 2012. The aim is to raise awareness among the general public of the need to take personal responsibility for burglary prevention, with the ultimate aim of reducing burglaries. An important part of the campaign is the “Tag des Einbruchschutzes” (Burglary Prevention Day). With the slogan “Eine Stunde mehr für mehr Sicherheit” (One hour more for more security), it takes place every year on the day the clocks go back in October.

• While large corporations generally spend a great deal to protect themselves against the dangers of cybercrime, smaller companies often remain at risk. The GDV’s “CyberSicher” (CyberSecure) initiative raises awareness of the dangers from cyberspace and shows how small and medium-sized enterprises can protect themselves. The GDV’s “Cyber-Sicherheitscheck” (Cyber Security Check) enables companies to quickly check the security of their systems, identify weak points and remedy them.

• A reduction-in-yield (RIY) indicator was introduced with the German life insurance reform act of 2014. All life insurance policies must contain key indicators on the impact of all costs. Such an indicator had already been recommended by the GDV on a non-binding basis for all life insurance products since 2011.

• In late 2021, HAIC launched a digital campaign entitled “We do not risk the important things in life”. The campaign informs and educates the public about how insurance operates and the need for, reliability of and solvency of private insurance. The digital campaign consists of four videos on motor, health, pensions and property insurance and is promoted on social media. The campaign was launched through an educational, interactive platform: www.iknowinsurance.gr.

• The HAIC, in collaboration with Junior Achievement Greece, developed an innovative educational programme in 2019 aimed at primary school pupils, entitled “Dream wisely”. The programme is ongoing and was approved by the Ministry of Education in 2021. It aims to teach pupils about risks and prevention in their personal and professional life and introduces the concept of insurance. The programme is carried out via educational sessions on a special e-learning platform (dreamwisely.gr) which includes learning games. Students access the website with the assistance of their teachers.

• The Total Cost Indicator for IBIP products (TKM), developed by MABISZ, allows customers to compare the costs of unit-linked life products. The TKM index shows total costs and charges in one single number as reduction in yield, making it possible for customers to compare products in a transparent and easy way, and to understand the significance of costs. The indicator will be adopted and made compulsory by the National Bank of Hungary.

• MABISZ has run an educational programme targeting difference age groups since 2014, covering pensions, life, home and accident insurance and fire protection. On pensions, for example, it created a microsite about the importance of retirement saving and the types of pension products available, together with a TV advert promoting pension saving. The initiatives include:
• Age 9-14, comics
• Age 15-18, online and offline educational materials
• Age 16+, online games
• Age 18-25, insurance case studies
• Adults, pensions

• MABISZ has developed a detailed training programme with materials that provide general financial education to young people (aged 17 to 19). The insurance materials were approved and published by the Hungarian Institute for Educational Research and Development in 2016. Insurance has been part of the national teaching programme since 2013.

• MABISZ has been operating “Díjnavigátor”, a free MTPL aggregator website, since 2010. It helps consumers to make informed decisions by calculating and comparing the MTPL premiums of all insurance companies in the Hungarian market in a transparent way.

• The MABISZ website carries a variety of materials for individual and corporate insurance customers providing Q&As on different types of insurance, information on contract terms and recommendations on loss prevention in different areas. Among these are recommendations on preventing burglaries or damage from lightning, the importance of liability insurance, and answers on property and motor insurance. During the COVID-19 pandemic, it posted information about travel insurance and about insurers’ e-administration.

• On the MABISZ website, under the title “Future planning”, there is attention-grabbing information about personal insurance products (pure life, health and accident).

• Fjármálavit (Wise Finance) is a platform dedicated to financial literacy created by Finance Iceland in partnership with the Icelandic Pension Fund Association. The main purpose of the platform is to inspire teachers to teach financial literacy and trigger attention from authorities that can lead to improvements in financial literacy in the curriculum (such as making financial literacy a compulsory subject). Finance Iceland provides one employee to lead the platform with the support of a steering committee comprising bank, insurance company and pension fund representatives. The main focus of its activities are:
• Free teaching material: the platform provides free teaching materials for 13 to 15 year olds based on a textbook called “First steps in finance”, in addition to other projects and support materials available on a website dedicated to the platform. The textbook covers the fundamentals of personal finance, such as what it means to earn money and receive a salary, mandatory deductions like taxes and pension contributions, the importance of savings and loans, and ways to protect and reduce financial loss with various types of insurance. The textbook’s author has published a sequel, “Smart steps in finance”, which is also available free to teachers and 15 to 18 year old students. Both books are available in English. Online versions are being considered.
• Teacher training: Wise Finance has been holding regular courses for teachers for several years, supporting them in teaching personal finance. The platform introduced a digital course for teachers, including a special focus on the importance of insurance matters and pension savings.
• School visits: Pre-COVID, the platform had for several years been organising regular visits by employees of banks, insurers and pension funds to 70–80% of all 15 year old students to introduce the teaching materials and other projects available on the platform’s website.
• Money quiz: every year the Wise Finance platform holds an online quiz in financial literacy between primary schools. The winning school gets to send two representatives to Brussel to compete in the European Money Quiz finals. The Icelandic quiz is designed to align with the OECD/INFE financial literacy frame for youth.

• At the request of the government, the union of complementary health insurance providers, UNOCAM, started work in 2012 to improve the readability of health insurance contracts and promote greater clarity of cover, so that people better understand their contracts and make better choices. As a result, UNOCAM and the main associations representing health insurers, including France Assureurs, signed a joint commitment to the clarity of complementary health guarantees in 2019. They undertook to harmonise and clearly define, with concrete examples, the main items that are reimbursed — hospitalisation, dental care, standard care, optometry, hearing aids. In April 2021, several financial educational tools were published to help consumers understand how health insurance operates alongside the public health insurance system, including a booklet and a glossary. Other materials include two booklets — “6 keys to better understanding and choosing complementary health insurance” and “7 case studies to illustrate your reimbursements” — as well as a glossary of complementary health insurance and videos.

• A book of all professional requirements and commitments has been created and is regularly updated by France Assureurs. These commitments aim to ensure a high standard of information is provided to policyholders about the way their requests and applications are processed.

• Insurance companies have been developing online tools to improve customer understanding of savings, pensions and/or insurance for personal risks. The tools provide clear information about the different options available. Specifically focused on savings products, these tools allow consumers to measure their risk appetite and thus select a solution that matches their needs.

• “Der Versicherungsleitfaden” (The Insurance Light Switch) is a reference book of around 100 pages that describes the main types of insurance products and provides practical tips for consumers, such as what to do in the case of a claim, as well as information on insurance cover, benefits and potential claim scenarios. It aims to explain complex insurance products in a simple, short and easy to understand way. The VVO has been publishing the booklet since the early 1990s and published the 24th edition in 2020 (online only, but the 23rd edition remains available). To date, over 100 000 copies have been distributed.

• A VVO booklet for entrepreneurs and start-ups, produced with the Austrian Chamber of Commerce (WKÖ) and called “Sicher Erfolgreich” (Safely successful), explains the main types of insurance products in plain language and provides practical tips.

• Both publications are available to download from the VVO website or can be ordered free of charge from the VVO. Insurance companies also give the publications to their clients.

• The VVO developed a board game, “Less risk — more fun”, in cooperation with experts from the education sector (the Initiative for Teaching Entrepreneurship and the Kirchliche Pädagogische Hochschule Wien). Through playing the game, children can learn to assess risks at different stages in their lives and how to minimise them. The game has been distributed free to 3 000 schools in Austria and has been translated into Croatian and Macedonian as part of the VVO’s central and eastern European activities.

• In 2012, the VVO entered into cooperation with the Austrian Consumer Information Association (Verein für Konsumenteninformation, VKI), as part of which the booklet “Rundum versichert” (Fully insured) was published. It is one of a series of special editions of the magazine “Konsument”. This edition explains the meaning of insurance, describes the most important types of insurance and their characteristics, and answers questions such as: What types of risks can be insured? What is covered? What should I do if I have a claim? In all, five special editions have been published so far, available in five languages (German, English, Turkish, Croatian, Serbian), dedicated to topics such as child safety or safety at home. The 2016 edition focused on “Growing old safe and healthy — protection and precautions”.

• The ABI participates in the Ministry of Finance’s working group on financial literacy and a national strategy on financial education was adopted in February 2021 and is now being implemented. A national framework for financial literacy is being developed. The draft proposes that insurance literacy be addressed early, starting with children in primary school.

• In 2021, the ABI adopted a new communication strategy, a big component of which is devoted to various activities related to financial literacy.

• In 2021, the ABI developed a course, “Insurance: The practical advice you need”. It is targeted at young people and is delivered at the request of schools and universities all over the country.

• The ABI launched a national campaign “In Focus: Life Insurance” with the slogan “To Care is To Love” in December 2021. The campaign generated high public interest as a result of the combination of an active information presence in the media and social networks and the conducting of complex and diverse activities.

• In 2020, the ABI launched an online educational quiz called “Your Insurance IQ”. The test consists of 15 questions about the basics of insurance and insurance products. The assessment is combined with education; additional information and explanation is provided for every question. The quiz has been used in various campaigns, including during Global Money Week in March 2020 and 2021. For the ABI’s information campaign on life insurance, new quiz content was developed in 2021.

• In 2017 the ABI signed a partnership memorandum with seven financial sector associations to support the development of sustainable long-term initiatives in the area of students’ financial education. It has developed financial education programmes and initiatives for students and its representatives have participated as lecturers and mentors in various activities.

• Financial education is to some extent included in the school curriculum in the subject “technology and entrepreneurship”. A number of additional financial education programmes is available to teachers and students, all of which include insurance topics. These include:
• “Practical Finance” for teens
• “Our Money” for teens
• “Money and other important things: Teens”: an innovative, game-based programme for teens
• “Money and other important things: First steps”: an innovative, game-based programme for children

• The ABI participates in a course entitled the “Non-banking financial sector”, which is organised annually by the Bulgarian Financial Supervision Commission. During the course students and teachers from all over the country learn about topics related to insurance, pensions and the capital market. As part of the practical training, they visit companies from the respective sectors.

• The ABI has a dedicated consumer section on its website. It includes material on insurance basics and various types of insurance products.

• The ABI’s Facebook page “My Life” is targeted at consumers and provides information in simple language on various topics related to insurance: insurance basics, products, personal finance management.

• In 2021, the HUO and Croatian insurers ran a joint campaign called “Safer Tomorrow” in two phases (May/June and September/October), during which citizens were introduced to four types of insurance (property, supplementary and additional health, life and motor). The campaign aimed to raise citizens’ awareness of the importance and benefits of insurance and encourage them to take personal responsibility. A separate website was launched, with key information about the types of insurance, and articles were placed in newspapers and items posted on social networks.

• The HUO launched two videos/infographics during Global and European Money Week 2021. The first HUO video "Five key types of insurance" contains the basic types of insurance and is addressed primarily to young people, emphasising the importance of insurance as a support in everyday life. The second video is a processed and dubbed version of Insurance Europe’s video “Helping Europe sleep at night”. They were presented at an online presentation attended by principals and teachers from elementary, secondary and high schools from all over Croatia. The presentation was organised by the Ministry of Finance and the Ministry of Science and Education. Both videos are also available on the HUO website and social networks.

• The HUO gained approval from the Austrian insurance association (VVO) to translate, print and use its board game “Less risk, more fun” (see also Austria in this section). The game was distributed to all primary and secondary schools during Global Money Week 2017 with the help of insurance company representatives. The HUO also organises financial education workshops at secondary schools to explain insurance concepts. This is followed by playing the “Less risk — more fun” game.

• Through its website and social media, such as Facebook, the HUO promotes diverse campaigns such as the prize games “Pitalica” (Riddle) and “Osiguraj si nagradu” (Secure yourself a prize), and gives awards for the best video, the best thesis and the best scientific work on insurance.

• The HUO published a booklet (Actually, what is the purpose of insurance?) as part of its participation in Global Money Week in 2016 and to support its educational activities and those of insurance undertakings. The booklet provides a brief overview of why insurance is important for young citizens when planning a secure future. The HUO distributes it directly and through its member companies, together with Insurance Europe’s InsureWisely leaflets.

• The association has published an “Insurance Guide for Consumers”, which offers a user-friendly introduction to how insurance works and provides guidance to both individuals and households on personal insurance policies. This is done via 150 questions and answers designed to cover issues that consumers do not (fully) grasp. The publication is designed to guide consumers looking for insurance coverage to make informed decisions.

• The association co-operates closely with the School of Consumer Education founded and run by the Cyprus Consumers Association. It is particularly involved in the School’s insurance-related educational activities — giving lectures and making presentations.

• A consumer-awareness campaign on the issue of soliciting at the scenes of motor accidents was jointly organised by the association and the police between 2015 and 2016. It aimed to expose the problem, its perpetrators and consequences, and inform consumers about their rights and the things they should watch out for.

• “Io & i rischi” (Me & Risks) is an initiative aimed at preventing risks and promoting an insurance culture among young Italian students. It focuses on concepts such as risks, damage management, sharing the burden of risks, managing resources according to medium and long-term goals and retirement planning. ANIA launched the initiative through the Forum ANIA-Consumatori, a non-profit foundation that includes several consumer associations. In just a few years, over 200 000 students have been involved in the project. A variety of materials have been produced for middle schools and , including guides and flashcards for teachers and worksheets, slides and game magazines for students. The project also includes a test of the skills learned.

• The “Gran Premio di Matematica Applicata” (Grand Prix of Applied Mathematics) was developed by the Forum ANIA — Consumatori together with the Università Cattolica del Sacro Cuore in Milan to show students how their logical and mathematical knowledge can be applied in everyday life. It also informs students about actuarial careers. Despite the pandemic, the 19th edition took place in 2022 and over 4 000 students took part.

• The Forum ANIA — Consumatori takes part in the “Month of Financial Education”, an initiative promoted by the national committee for the planning and coordination of financial, insurance and pension education activities. In October 2021, despite the difficulties related to the COVID-19 pandemic, the Forum organised 13 events (conferences dealing with insurance-related topics for secondary school students and teachers, “edutainment” shows and online workshops). The Forum also organised the third edition of the “Insurance Education Day” in cooperation with national insurance supervisor IVASS. The day was devoted to the state of play in insurance education and initiatives developed so far.

• The Forum ANIA — Consumatori took part in Global Money Week in March 2022 by organising two conferences on insurance-related topics for secondary school students. Hundreds of students took part.

• In May 2022, an insurance education tool sponsored by the Ministry of Education was made available on the educational platform www.educazionedigitale.it. Created by the Fondazione ANIA and the Forum ANIA-Consumatori for secondary school teachers, its aim is to spread knowledge of life risks and strategies for managing them among young people. The programme, called “Risk, Prevention, Insurance” offers tools to convey content on insurance issues as well as to promote the project “Io & I rischi” to the over 80 000 teachers registered on the platform.

• The Forum ANIA-Consumatori carried out an in-depth analysis of Italy’s welfare system and its future development. The analysis was carried out with Censis, a social study and research institute, and highlights where welfare needs can be supported by insurance. In that sense, the analysis marks the welfare needs that can be supported by taking up private insurance policies. Based on the research, insurers and consumer organisations shared some proposals aimed at promoting the transparency, equity, efficiency and reliability of the Italian welfare system, as well as raising public awareness about prevention and demographic changes. In 2021, the latest survey conducted by Censis for the Forum ANIA-Consumatori was dedicated to the social and economic consequences of the COVID-19 pandemic. The complete study is available to download free of charge.

• ANIA created a series of booklets through the Forum ANIA-Consumatori called “L’assicurazione in chiaro” (Insurance in simple terms) that explains topics such as health, motor, life and home and family insurance. In 2020, two booklets were issued entitled “Coronavirus: changes in insurance” and “Fraud: how to protect ourselves from those who swindle us and insurance”. A guide has also been released with a specific focus on insurance distribution. The booklets are available on the Forum ANIA-Consumatori and “Io e i Rischi” websites as well as on consumer association and several insurer websites.

• In the “Infopolizze” section of ANIA’s website, consumers can find information on insurance solutions to protect homes, families, cars, businesses and investments.

• The LAA participates in the Latvian financial education week (FIN), which coincides with Global Money Week. In 2022, the association offered lectures to university students on the insurance industry in Latvia, international aspects of insurance, as well as cooperation in the Baltic States.

• The LAA created “First steps in insurance” material for primary school students from the 6th grade. It can be used in social and civic education or in lessons to develop students’ financial literacy and critical thinking in terms of planning for the future. The material includes information for students, online and paper worksheets, and recommendations for teachers.

• The VVN is a co-founder of the online platform “Wijzer in geldzaken” (Money Wise), which is hosted by the Ministry of Finance. HM Queen Máxima is the honorary chair of the platform, which aims to help citizens become financially resilient by using online tools and the campaigns “Pension3Days” and “Moneyweek” in which the VVN participates. During Money Week the financial services sectors organise initiatives for schools to raise awareness among children.

• The VVN developed “Fix je Risk” (Fix your Risk) lessons for primary schools. “Fix je Risk” is a lesson that consists of 20 minutes of theory, exercises and a digital game. It teaches children that risks exist (eg, personal property damage, theft and fire) and that these risks have financial consequences, as well as the basics of insurance. “Fix je Risk” lessons are predominantly given during the Dutch National Money Week.

• The VVN provides insurance education to community-college students in cooperation with Nibud (the National Institute for Family Finance Information) and Diversion (a social innovation company). These students are one of the vulnerable groups in society when it comes to financial independence. The “MoneyWays” programme involves lessons by young role models (peer educators), rather than teachers, about taking risks and the usefulness of and need for insurance. Over the years Diversion has found peer education to be a sustainable, effective and rewarding methodology (for the target audience, the peer educators and society).

• The www.vanatotzekerheid.nl website (From A to security) was set up by the VVN in 2014 to provide independent consumer information in plain language. The information is arranged by life event, such as getting married, buying a house or travelling abroad, to make it easy for consumers to find the information they are looking for.

• The pension tracking tool www.mijnpensioenoverzicht.nl provides citizens with an overview of their Pillar 1 and 2 pension entitlements. It is an initiative by the VVN, the Federation of Dutch Pension Funds and the “Sociale Verzekeringsbank”, the organisation that implements national insurance schemes.

• To explain how insurance works, the VVN has had an explanation module developed by “Steffie”. Steffie explains complicated things in a simple way and is aimed at people with a mild intellectual disability and at people with low levels of literacy.

• Finance Norway and the Nordic non-life insurance companies established an accreditation scheme for insurance sellers and advisers. The system ensures the necessary knowledge, attitudes and skills of sales staff and advisers nationwide.

• “Norsk Pensjon” (Norwegian Pension) is an online tracking tool that provides consumers with an overview of the expected retirement value of various pension schemes. The tool, which was launched in 2006, collates information from private pensions, occupational pensions and public pension schemes. Finance Norway was one of its main initiators. It has proved very popular with consumers, who are performing 3.4 million pension calculations every year.

• Finansportalen is a portal that allows consumers to compare conditions and prices for the most common types of insurance and other financial products. The portal was developed by the Norwegian Consumer Ombudsman, the Consumer Council and the Ministry of Finance and Ministry of Children, Equality and Social Inclusion. It was first launched in 2008 and has officially been part of the Consumer Council since 2010. Finance Norway’s members deliver information to the portal, and Finance Norway has regular meetings with the Consumer Council on developing the portal.

• Finance Norway has developed a personal finance training programme for more than 30 000 secondary school students, including questions about pensions and non-life insurance, in close cooperation with Ungt Entreprenørskap, the Norwegian member of JA Europe (which provides education programmes for entrepreneurship, work readiness and financial literacy). Together they have created “Economics for success” for lower secondary schools and “Run your own life” for higher secondary schools.

• Finance Norway has established a national network of stakeholders interested in financial education. The initiative came from the Minister for Children and Equality, with Finance Norway running the secretariat. It has developed a special website for teachers, consisting of financial education teaching resources.

• The PIU launched an initiative in 2018 dedicated to helping consumers understand the idea of insurance. It created a website “Nawypadekgdy” (Just in case) where PIU experts answer the questions most frequently asked about insurance on the internet. The PIU refers people to it in each of its campaigns. It has become a source of insurance information for both individuals and the media.

• A PIU blog helps insurance agents, as all the materials published can be used in their work. The materials are prepared in various formats and sent out in mailings. The materials are received by over 3 000 agents in the Insurance Know-How group on Facebook and show how to talk about insurance in a simple way. The materials are also used by insurance companies in their communications with customers and agents.

• The PIU has published nearly 200 guides and conducted more than a dozen campaigns on topics including motor insurance, direct claims settlement, climate change and property insurance, health insurance and personal accident insurance. Through its advice blog it has presented reports and studies to clients. The website is visited by over 3 000 users a month and the campaigns reach several million people. The blog and the content created have received two nominations and one award in Poland’s largest PR competition and was nominated in the European Excellence Awards for PR and communications in 2019.

• The PIU published a report, “The Polish Risk Map — How do Insurers Respond to the Needs of Society?”, in February 2022. It describes the fears of citizens based on two rounds of a survey of 2 000 Poles aged between 18 and 60 in February 2020 and 2021. The PIU selected 40 severe insurable and uninsurable events that can occur in life and juxtaposed the answers about the fears with the insurance products on offer. Based on the survey, the PIU compiled a list of the top 10 fears, which are all insurable.

• The PIU produced a report in 2018 called “Climate of Risk — How Can Prevention And Insurance Reduce The Impact Of Natural Disasters On The Environment?” which was the basis of the #dontplead media and social media campaign (https://youtu.be/gqHHLJFSVes). The PIU also interviewed over 2 000 respondents from regions particularly exposed to weather phenomena, or ones in which extreme weather phenomena may be particularly costly. The PIU’s intention was to make sure that prevention communication would reach those regions in particular.

• In 2017, the PIU launched a website dedicated to the report “How insurance changes Poland and its people”. The report explains the role of insurers in social and economic life and stresses the importance of wise and efficient risk management.

• The platform “O risco espreita” (The risk lurks) was created by APS in 2020 in partnership with SAPO (a national media content and services provider) to complement the “Educação e Cidadania” site. It contains more resources related to the books including: interviews; events with financial education partners; meetings between students and the book authors, QR codes on topics from the stories.
  

• Since the launch of its financial education programme in 2015, APS has a dedicated section on its website, “Educação e Cidadania” (Education and Citizenship), containing a collection of books by two nationally renowned writers of adventure stories for children and young people, all underpinned by the relevance of having insurance in our lives. All the books are available for download. Additionally, teachers can download reading sheets for each book in order to promote class debates about the topics addressed in the books.

• In November 2018, the APS launched the “Exposição Permanente Memória do Seguro” (EPMS — Memory of Insurance Permanent Exhibition) at its offices. It is a public display, with interactive screens, of the history of insurance alongside the main historical events in Portugal since the beginning of the 12th century. A dedicated website was created containing a summary of the origins of the project, what can be seen, information about financial education resources and types of insurance, some data and testimonials from former insurance professionals.

• The Economics Olympiad is a nationwide competition in economics and finance for secondary school students. The concept and the questions in the contest are the joint work of economists and experts from SLASPO, the Institute INESS, the National Bank of Slovakia, the Slovak Economic Association, the Faculty of Economics UMB in Banská Bystrica, the University of Economics in Bratislava, the Institute of Economic Education (INEV) and the Czech National Bank. One goal of the Olympiad is to find talented future economists and support them in their further development. The contest connects them with economists and experts who can inspire and support them in their studies and careers. The Olympiad also helps to improve economic and financial literacy among young Slovaks to help them understand basic economic concepts. Contestants have the opportunity to be accepted for university studies by partner universities without entrance exams and can win internships and valuable prizes.

• Since April 2018, SLASPO has its own online financial education offering.

• The average age of employees in the insurance industry is rising, making it harder to impart knowledge of insurance and the industry to younger generations. Based on research, in 2021 the SZZ developed a long-term communication platform, “LIT Lajf = igra tveganja” (LIT Life = a game of risk), which is based on the lifestyle, thinking, speech and behaviour of Generation Z. The project addresses four key stakeholder groups: selected representatives of the LIT society (Generation Z); the LIT society (Generation Z); platform ambassadors, selected online influencers, high school and university student associations; and the media, schools and faculties and members of the SZZ.

The main message is “Your life is in your hands” and in order to reach Gen Z, the SZZ developed a presence online , on social networks (Facebook, Instagram and YouTube), with third-party organisations and in the media. For its own media, the SZZ established a system for communicating financial literacy content in the form of short, Gen Z-friendly posts and longer experiential articles by young people on the topic of risks. In cooperation with the Faculty of Economics at the University of Ljubljana, the SZZ organised an “Online career talk: Life is a game of risk, for the successful even more”. It also organised the first Insurance Hackathon online, attended by 18 three- and four-member groups of students. In two rounds, over 25 ideas and proposals were put forward on: the employment of young people; how to bring insurance products closer to the younger generation; how to promote a healthy lifestyle; and future mobility. All 61 competitors joined the LIT Alumni Club, which gives them priority access to career opportunities in insurance.

• The SZZ is one of the main supporters of a project called “Financial education for youngsters” organised and run by Slovenian financial publicist Moje Finance. The programme includes a training course for primary and secondary school teachers on financial literacy for young people.

Similar workshops are organised for parents, where they receive a book entitled “What we have to teach our children about finances before they leave home”. The book was funded by the SZZ and also provides parents with financial knowledge to use in their everyday life and in the management of family finances.

The SZZ also regularly provides lectures on financial education for young people that are organised and run by Moje Finance. Their main purpose is to familiarise youngsters with the basics of personal finance and the importance of insurance and risk prevention.

• At the end of 2017, the SZZ launched a campaign, ”Do not be frightened by old age”, which aims to raise people’s awareness of their life expectancy, demographic challenges and the importance of saving for retirement. The target group for the campaign was young people up to 25 years old and it was run on social media, including Facebook, Instagram and Snapchat. The follow-up to the 2017 campaign was called ”Occupations of the future” and was launched at the end of 2018. The target group remained the same and the campaign was also run through social media, supported by a webpage with information on pension facts.

• The SZZ regularly publishes articles in a financial newspaper on different insurance topics, primarily with the aim of raising awareness of risk, risk mitigation and the importance of insurance.

• On its website, the SZZ publishes brochures that provide consumers with information about particular insurance products or advice on specific situations closely linked to insurance.

• As Slovenia is one of countries in Europe that is most affected by demographic changes, the SZZ published a booklet, “Demography: Challenges to the Future of Slovenia”, focusing on changes in society and products, community life and relations between the older and younger generations. The aim of the booklet is to promote long-term insurance savings products.

• In October 2020, UNESPA, adopted key principles on the ethical use of AI in the industry. These are based on recommendations issued by national and international institutions and organisations, including the work of EIOPA’s Expert Group on Digital Ethics. The principles were updated when that group published its report in June 2021.

• In 2016, UNESPA launched a four-year initiative “Estamos Seguros” (We are safe/sure/insurance) to promote the value, social relevance and understanding of insurance and risk prevention. The campaign features a dedicated website, blogging, social media (Twitter, Facebook, Linkedin, YouTube), online advertising, multimedia content, infographics and industry best-practice commitments. Since it began, several new sections or subsites have been created:
• Seguros de entendernos (Sure of understanding each other) is the first step taken by insurers to simplify insurance language across the industry. The microsite was created in 2017 and contains multimedia materials that are meant to make insurance easier to understand. In 2018, the industry launched a voluntary best-practice guide to simplify the language used in the key information document of non-life insurance products. This best-practice guide has been widely adopted by insurance undertakings.
• The “Tus coberturas” (Your covers) microsite explains to the general public the characteristics of the six most common insurance products: motor; home; health; life risk; travel and funeral services. It explains what is covered by compulsory, standard and extended policies in each area.
• The Ahorrar da mucha vida (Saving gives lots of life) microsite was designed to make life insurance saving products easy for the average citizen to understand. Launched in late 2018, every life insurance product is described in it, with a particular focus on fiscal treatment, liquidity and whether customers’ investments are guaranteed or not.
• The microsite Prevenir para vivir (Prevent to live) gives advice that helps people take care of themselves and plan for the future. Launched in 2019, it displays nine lists of advice covering different aspects of life: health; family; retirement; driving; home; travel; payments; legal issues and death.
• Prevenir para crecer (Prevent to grow) raises awareness among SMEs of the risks to which they are exposed and the best way to prevent them. The microsite, operational since 2020, analyses nine risk categories. It also gives advice on preventing the risks and explains more than 50 insurance coverages that can help minimise the consequences.
• Aftermask: UNESPA carried out consumer research between 2020 and 2021 to find out what society expects from insurance post-pandemic. The conclusions of this poll were abridged into eight factsheets and turned into a website. Transparency, stability, flexibility, empathy, digitalisation and liberty were among the priority concepts that were identified.
• Naturalmente protegidos (Naturally protected): Spanish insurance protects property, people, crops, livestock and woodland from natural hazards. UNESPA, Agroseguro and the Consorcio de Compensación de Seguros designed a website with 10 factsheets explaining how to file a claim after damage from rain, flood, wind, drought, frost, hail, snow, earthquake or tsunami, volcanic eruption or lightning. The factsheets also exist in English for non-Spanish speakers with properties in Spain.

• To increase awareness among teenagers of the existence of risks and ways to address them, UNESPA developed the financial education course “El riesgo y yo” (The risk and I). Designed by Junior Achievement Spain, it is aimed at 15 to 17 years old and consists of , one-hour lessons on the basic notions of the risks to which young people are exposed, the consequences of the risks and the tools that help prevent and minimise them. The course focuses on insurance concepts such long-term savings and teaches pupils how to assess their risks. It also includes talks by insurance employees. During the academic year 2021-2022, the programme’s fourth year, 110 took place. Of these, 63 were online. Up to 164 volunteers from 40 insurers carried out talks to 2 500 students in 66 schools in 37 towns. UNESPA and its members plan to provide further tools to help young people make prudent decisions and become socially responsible citizens.

• In 2019, UNESPA published the “Carta Aseguradora” (Insurance Letter), listing insurers commitments to insureds from the first request for information from a potential customer to the management of a claim. It also lists the contributions of insurance to society.

• UNESPA and Tirea, an IT company for insurers, developed a free app that enables consumers and other interested parties to find out what compensation they would receive for bodily injuries under the Spanish injuries evaluation system for road-traffic accidents (Baremo). It is aimed at road-traffic victims, judges, lawyers, attorneys, doctors and others involved in the settlement of traffic accidents. The application is available from app stores and the UNESPA website.

• Some guides on “Best Practices in Insurance Distribution Transparency” were published in July 2014 by UNESPA. These were the culmination of a process of self-regulation in transparency.

• UNESPA also developed good practice guides to provide consumers with more information about:
• Insurance contracts, including payment protection guarantees in the event of unemployment or temporary disability
• Motor contracts
• Health underwriting
• Property damage contracts
• Life insurance and funeral products.

• An update of a 2016 recommendation was issued by Insurance Sweden in July 2020 to its member companies, covering the information to be provided to policyholders in connection with the portability of the accrued value of pension insurance. The recommendation includes special factsheets for the comparison of the product information most relevant for transferring the value from one product to another, including both current and potential new products.

• In 2014, Insurance Sweden, in cooperation with the Swedish Pensions Agency, developed standard pension terms, together with the Swedish Institute for Standards (SIS). Insurance Sweden developed a dictionary of the terms, which is published on the SIS website. Also in 2014, Insurance Sweden issued a recommendation — based on a “comply or explain” approach — that companies use the terminology and definitions in the standard terms. The dictionary was updated in 2021 and a revised recommendation came into force in 2022.

• In 2014, Insurance Sweden issued another recommendation to its member companies; this time on pre-purchase information. This aims to ensure that companies present information in a useful, accessible way, clearly indicating any major areas not covered by the policy in question. The pre-purchase information is to be purely factual and kept separate from marketing information.

• A public-private partnership financed 50% by the insurance sector and 50% by the state has created the “minPension” (My Pension) website to provide individuals with their pension information and help them plan for retirement. It covers all three pillars and 99.8% of the Swedish pension market. Out of 5.7 million eligible users, there are over 4.5 million registered, and in 2021 there were 18 million log-ons.

• The website was launched in 2004. The latest version has improved the user experience and has the addition of API (application programming interface) solutions, making it easier to retrieve and read relevant information. The goal is to make the website clearer and more accessible for older people, since the closer someone gets to retirement, the more information the website can provide. There is also a new retirement planner to compare different scenarios, to read tips and tricks on retirement planning and to transfer the retirement plan direct to the pension provider. The planner provides a breakdown of annuities, showing both gross and net amounts from different providers.

• There is always the possibility to ask for advice from the Swedish Pension Agency (in person, via phone, e-mail, Facebook and fax) and, of course, to visit the pension providers’ websites.

• Work on the website continues to make it even clearer and more accessible and to add new services (such as connections to new distribution channels). Another feature that is planned is the possibility to add ongoing payments and even add payments when someone has working gaps in their career.

• Since 1979, the Swedish Consumers’ Insurance Bureau (Konsumenternas Försäkringsbyrå, KFB), which is supported by the Swedish Consumer Agency, the Swedish Financial Supervisory Authority and Insurance Sweden, has been providing information on life, non-life and pension products. On its website, the KFB provides independent comparisons of products. The website received 2.3 million visitors in 2021. Consumers can also contact the KFB by phone, e-mail or via social media to receive independent comparisons or get help with complaints and other insurance-related problems.

• Insurance Sweden has run the “Ersättningskollen” (Compensation check) website since 2014. It was produced with the public agency for sickness benefits (Försäkringskassan) and AFA Insurance, an insurance company owned by labour market representatives. The website allows consumers to calculate what benefits and compensation they are entitled to from both public and private schemes should they fall sick or have an accident or occupational injuries. It does not require any login and gives them a first check of their economic situation and a guide to how to apply for compensation and benefits. Almost 3 million people have visited the website since 2014.

• “Fullmaktskollen.se” is a service for managing powers of attorney relating to pensions and life assurance policies. It makes it easy for individuals and companies to get an overview of their powers of attorney and how long they will be valid. The service also allows users to sign powers of attorney and revoke them. It is free for individuals and companies and was established in 2016 by Insurance Sweden and the Swedish Insurance Brokers’ Association.

• The ABI regularly updates its consumer advice pages on the ABI website which include information about different general insurance products, such as motor, home, travel and pet insurance, to help customers understand the products better.

• The ABI, together with some leading insurance and long-term savings firms, have joined forces with Plain Numbers, to help people who struggle with numeracy to better understand customer communications. Plain Numbers works with firms to help their staff present and explain numbers as clearly and simply as possible.

• The ABI and its members are also supporters of various organisations and initiatives which improve financial inclusion, including the Centre for Financial Capability and the Dormant Assets Scheme. The ABI is also the secretary of the All Party Parliamentary Group on Financial Resilience.

• In 2022, the ABI and its counterpart for occupational pensions, the Pensions and Lifetime Savings Association, with the support of firms in the workplace pensions market, has been running a consumer engagement campaign called Pension Attention. It includes input from the Department for Work and Pensions.

• In general, the market has been focusing on simplifying insurance conditions and translating them into plain, easy-to-understand language.

• A company developed new products, changing the language, structure and visuals of the policy terms and conditions to describe in common language the client’s rights and obligations, the scope of the product, ie, both what is and is not covered so as not to give the client a false impression. They also include advice on how to properly secure properties, etc.

• F&P developed the “Forsikringsguiden” (Insurance Guide) website in 2001 in cooperation with the Danish consumer council. It helps consumers to choose the right insurance policy by providing them with a quick and easy comparison of insurance conditions and prices for the most common types of insurance. The website also aims to create transparency in the insurance market. 19 companies participate in the Forsikringsguiden, representing more than 87% of the market. Once the consumers have completed the comparison, the site can guide them directly to their preferred insurer to buy the relevant insurance. Since 2020 it has also been possible to compare insurance conditions and prices for a package of insurance, ie travel and home insurance combined.

• In addition to the insurance comparison tool, F&P developed “Test dit behov” (Test your needs) in 2020. It is an online tool that uses a few questions to help consumers understand their insurance needs and provides ideas about the insurance package that best suits their current situation. F&P is constantly working on optimising the tool and getting more insurance companies involved. For example, it is in the process of making improvements that ensure a better user experience and developing a comparison of dog insurance.

• PensionsInfo, which was first launched in 1999, is a comprehensive tracking tool allowing each citizen to access an overview of their entire pension entitlements in all three pension pillars. It enables pension providers to flag dormant pension rights and prompts individuals to check whether it would be profitable to transfer their pots to a new scheme. The tool also presents related insurance covers.

• “Fakta om pension” is a web portal showing comparable information on costs, returns, level of service and advice for all pension companies. In 2015, a version was launched with improved usability and new information on net returns and fees.

• The “Pensionsmåler” (Pension painter) tool allows consumers to calculate in a few easy steps how large their pension payments will be in relation to their present salary payments and the effect that extra contributions would have on their future pension level.

• F&P operates an information service on its website called “Forsikringsoplysningen” (Ask about insurance). This service started providing free and independent information about the most common life and non-life insurance products to the general public in the 1970s. Since 2014, the service only covers non-life insurance. In addition to the information on the website, consumers can ask advisors questions by phone or e-mail. The consumer phone line receives 3 000 to 4 000 general questions a year.

• The EKsL and the Bureau of Motor Insurance have introduced several codes of conduct for the insurance sector, such as ones for home and travel insurance. These help clients to better understand the services and they help to harmonise terminology.

• The EKsL has harmonised insurance terminology in cooperation with the Institute of the Estonian Language.

• In 2016, the GDV published new non-binding guidelines for providing annual information on life insurance and pension products. With the help of language experts, the structure, content and design of the new statements were thoroughly revised to make the texts as clear, short and comprehensible as possible.

• Between 2012 and January 2021, the GDV fundamentally restructured 44 sets of terms and conditions for general liability insurance — beginning with those for consumers, but also covering SMEs and larger companies — in order to increase their comprehensibility. These terms and conditions contain not only a clearer textual structure with detailed tables of contents and easy-to-understand headings, but also a complete description of the insured risks of the corresponding policy.

• The GDV started work with language experts in 2014 to improve consumers’ understanding of the non-life insurance terms and conditions for private property insurance. New versions of the general terms and conditions of building, household, glass and photovoltaics insurance were published on its website in 2022.

• A featured topic on the GDV website is the insurance industry’s “Stadt.Land.unter” initiative, which educates people about the growing danger of heavy rainfall and shows how tenants and property owners can protect themselves. An important element of the initiative is the Natural Hazard Check, which property owners and tenants can use to easily determine their individual risk of being affected by natural hazards. On the online platform, consumers can enter their postcode to find out what damage severe weather has caused in the past, how many buildings were affected in the region in the previous year, the most expensive damage caused by heavy rain, storms or hail, and the risk of flooding.

• While large corporations generally spend a great deal to protect themselves against the dangers of cybercrime, smaller companies often remain at risk. The GDV’s “CyberSicher” (CyberSecure) initiative raises awareness of the dangers from cyberspace and shows how small and medium-sized enterprises can protect themselves. The GDV’s “Cyber-Sicherheitscheck” (Cyber Security Check) enables companies to quickly check the security of their systems, identify weak points and remedy them.

• People generally live seven years longer than they tend to believe. Based on this statistic, the GDV launched the campaign “7 Jahre länger” (7 Years Longer) to raise people’s awareness of their true life expectancy and the demographic challenges connected to it. The main tool of the campaign is its website, which is complemented by a Facebook page. The website includes a life expectancy calculator and a calculator to work out the cost of living for chosen items and services until the end of one’s life. For public appearances, such as conferences, a large, wooden “wheel of life”, as well as smaller paper versions, were developed. These allow citizens to estimate their life expectancy based on their year of birth.

• A reduction-in-yield (RIY) indicator was introduced with the German life insurance reform act of 2014. All life insurance policies must contain key indicators on the impact of all costs. Such an indicator had already been recommended by the GDV on a non-binding basis for all life insurance products since 2011.

• At the beginning of the COVID-19 pandemic in 2020, the HAIC uploaded FΑQs about insurance cover on its website, encouraging insurers to contact their insurers or intermediaries if they had further queries and published press releases about the good functioning of the local insurance market and the continuity of insurance services despite the crisis.

• The HAIC commissioned the independent Foundation for Economic & Industrial Research to develop and publish a set of indices that depict the development of private insurance health claims paid at aggregate market level. The indices, accompanied by a detailed analytical report, have been published annually since 2018. They help consumers understand how health expenses paid by private health insurers develop from one year to the next and the effect on their own health premiums.

• In 2013, the HAIC created a leaflet on the basic principles of private health insurance and the way premium adjustments are calculated. It uses plain language rather than technical or actuarial terms to describe the difference between public and private health insurance, how premiums are calculated and why premium adjustments may be necessary from one year to the next. The leaflet was first made available to insureds as an e-document via member companies’ websites and is now mailed to them at renewal, especially when the premium is being adjusted.

• An dictionary of civil liability insurance was first published by the HAIC in 2012 and is regularly updated. It sets out the key concepts and terms in civil liability insurance for both insureds and insurers. It is available on the HAIC website.

• In 2021, the HAIC published on its website a Guide to Cyber Insurance to present in a simple and understandable way the key concepts of cyber risks and provide useful information about coverage for cyber risks. The Guide is updated regularly. Also in 2021, an HAIC podcast was produced with information about cyber risks and cyber insurance.

• Since 2012, the HAIC also has a Q&A on motor insurance on its website, which provides information on cover and exclusions in plain language for consumers and insureds.

• The MABISZ website carries a variety of materials for individual and corporate customers providing Q&As on different types of insurance, information on contract terms and recommendations on loss prevention in different areas. During the COVID-19 pandemic, it posted information about travel insurance and about insurers’ e-administration.

• The Unit-linked Total Cost Indicator (TKM), developed by MABISZ, allows customers to compare the costs of unit-linked life products. The TKM index shows the global cost and charges in one single number as a reduction in yield, making it possible for customers to compare products in a transparent and easy way, and to understand the significance of costs. The indicator will be adopted and made compulsory by the National Bank of Hungary.

• Insurance Ireland and a consultancy have a partnership focusing on consumer education, which produced the “Little Book of Insurance” in 2016 to provide a simple guide to the Irish insurance market, explain the key terms in the industry and place some industry issues in context. It is available on the association website and has been distributed by the consultancy.

• The Insurance Information Service (IIS) that is operated by Insurance Ireland has been providing general, jargon-free information about insurance to consumers since 1990. It was set up to respond to public enquires about policies and claims, as well as to handle certain complaints, by phone and e-mail. Its services also include resolving cases under the Declined Cases Agreement, a statutory provision under which a person must be provided with a motor insurance quote if they have previously been declined by three insurers.

• Insurance Ireland has a section on its website called “A-Z Insurance Terms Explained” with information on life assurance, pensions and other protection policies in the form of answers to frequently asked questions.

• ANIA launched a series of booklets through the Forum ANIA-Consumatori called “L’assicurazione in chiaro” (Insurance in simple terms) that explain insurance issues in simple language to the general public. The series covers topics such as health, motor, life and home and family insurance. In 2020, two new booklets were issued entitled “Coronavirus: changes in insurance” and “Fraud: how to protect ourselves from those who swindle us and insurance”. ANIA and the ANIA Consumer Forum, with the support of several consumer associations, also published a handbook on insurance distribution in 2020. The booklets are available on the Forum ANIA-Consumatori and “Io e i Rischi” websites, as well as the websites of consumer associations and several insurance companies.

• In 2016, the Italian supervisor, IVASS, asked the industry to improve its contractual information. A technical panel convened by ANIA developed guidelines on contract structure and language, including a more straightforward standard contract structure written in clearer language. The guidelines were approved by IVASS and made available to all member companies with two identical letters to the market (one for Italian companies, and the other for EU companies) in 2018. Insurance companies started applying the guidelines in 2019, both to newly marketed products and to products already on the market. This transition is still under way and ANIA is monitoring it.

• In 2020, the VVN developed a code of conduct on information provision. This binding piece of self-regulation includes guidelines to improve the accessibility, comprehensibility and transparency of information provided by insurers. It is written in simple language (B1 of the Common European Framework of Reference for Languages). The goal is to empower consumers and small businesses to make well-informed decisions. The compliance of life and non-life insurers with the code will be tested every three years by an independent organisation.

• Since 2019, the VVN has been giving the “Koploper” (Frontrunner) award to an insurer that has made significant progress on digital accessibility. This is to stimulate the work that many of the association’s members have already undertaken to improve the accessibility of their websites for people with sight impairments.

• In 2017, the association rewrote the health declaration form that customers fill in when they want to take out a life insurance policy. To do this, the association worked closely with patients’ advocates. The goal was to ensure fewer people forget to report relevant matters about their health. Members of the association are not obliged to use the form, but the association strongly advises them to do so. The VVN produced an accompanying animated video to explain how to complete the form.

• In 2009, one Dutch insurer committed to simplifying its communications so that even those with a low (A2) reading level would be able to understand their content.

• Many members of the VVN have implemented clickable policy terms & conditions, allowing policyholders to click on a term in their policy to find out what it means.

• The VVN, together with pension funds, different employers’ federations, trade unions and the government created a website to inform consumers about the implications of a reform of the Dutch pension system for their retirement savings.

• The pension tracking tool www.mijnpensioenoverzicht.nl provides citizens with an overview of their Pillar 1 and 2 pension entitlements. The tool is an initiative by the VVN, the Federation of Dutch Pension Funds and the “Sociale Verzekeringsbank”, the organisation that implements national insurance schemes.

• Several members of the VVN use infographics and short videos to make the product information on their websites more understandable.

• Some insurers have appointed a language coach in each of their teams to help their employees use clear language and wording with consumers. One company provides all its employees, including managers and board members, with training on clear language use.

• In 2016, Finance Norway began work with its members, the Language Council and the Norwegian Consumer Agency, among others, to increase the understanding of pensions and the accessibility of information for consumers. This established a plain language norm and a dictionary for life insurance and pensions.

• “Norsk Pensjon” (Norwegian Pension) is an online tracking tool that provides consumers with an overview of the expected retirement value of various pension schemes. The tool, which was launched in 2006, collates information from private pensions, occupational pensions and public pension schemes. Finance Norway was one of its main initiators. It has proved very popular with consumers, who are performing 3.4 million pension calculations every year.

• The Norwegian Consumer Council operates an independent tool (Finansportalen), which allows consumers to compare investment funds, life insurance policies and pension products. Finance Norway’s members deliver information to the portal, and Finance Norway has regular meetings with the Consumer Council on the development of the portal.

• The PIU launched an initiative in 2018 dedicated to helping consumers understand the idea of insurance. It created a website “Nawypadekgdy” (Just in case) where PIU experts answer the questions most frequently asked about insurance on the internet. The PIU refers people to it in each of its campaigns. It has become a source of insurance information for both individuals and the media.

The blog helps insurance agents, as all the materials published can be used in their work. The materials are prepared in various formats and sent out in mailings. Sample posts are published in a group on Facebook. The materials are received by over 3 000 agents in the Insurance Know-How group on Facebook and they are shown how to talk about insurance in a simple way. The materials are also used by insurance companies in their communications with customers and agents.

The PIU has published nearly 200 guides and conducted more than a dozen campaigns on topics including motor insurance, direct claims settlement, climate change and property insurance, health insurance and personal accident insurance. Through its advice blog it has presented reports and studies to clients.

The initiative was nominated in the European Excellence Awards for PR and communications in 2019 and won the main award in the largest Polish PR competition in 2019. The website is visited by over 3 000 users a month and the campaigns reach several million people.

• Once a year, SLASPO publishes on its website a list of insurance products offered by its member companies. The list provides consumers with an overview of the range of products on the market and enables them to see which companies offer the product they are looking for.

• In 2019, UNESPA drew up self-regulation guidelines on good practices in individual life insurance (not insurance-based investment products (IBIPs)). They include a description of good practices in the information to be provided to potential customers, in particular in cases of cross-selling of life insurance policies with mortgage loans. They also include a standardised information sheet to be provided to the customer prior to the conclusion of the contract.

• UNESPA worked with member companies to simplify the language in insurance product information documents (IPIDs) for non-life insurance, as well as in more general communications. As a result of the work, which was undertaken in 2017 and included consumer testing, a list of around 50 words were identified that were unclear or not easy to understand and alternatives were proposed. Around 60 insurance undertakings, responsible for 70% of non-life premiums, have publicly committed to comply with the guidelines.

• In 2016, UNESPA launched the “Estamos Seguros” (We are safe/sure/insurance) financial education initiative to promote the value, social relevance and understanding of insurance and risk prevention. It includes an initiative to simplify insurance language and make it more accessible to people The initiative began with a four-year action plan (2016-2020) and is still ongoing. “Estamos Seguros” is the brand of all financial education and most PR initiatives carried out by UNESPA. The backbone of “Estamos Seguros” is its website, which is complemented by social media, online advertising, multimedia content, infographics, press releases and industry best-practice commitments. The website continues to grow, with new sections being added. Currently it has content on:
• Cover for the main insurance lines (ie, motor, home, health, travel assistance, life-risk and burial)
• The different life savings products (ie, fiscal treatment, investment philosophy, risk profile, liquidity scenarios, etc.)
• SMEs and insurance: description of cover and list of the most common risks that SMEs should prevent
• Prevention site (ie, advice on preventing accidents and having a trouble-free life: driving, at home, money management, etc.)
• Travel insurance
• Natural disasters
• Insurance language
• FAQs
• Blog

In 2017 and 2020, “Estamos Seguros” content was a finalist in the Premios Ramón del Corral, the awards of the Association of Spanish Directors of Communications, and represented Spain twice at the Premios Dircom, the awards of the Association of Latin American, Portuguese and Spanish Directors of Communications. “Estamos Seguros” was in competition with all kinds of industries and companies, many of them listed multinationals and household names.

As of the end of June 2022, “Estamos Seguros” had 14 878 Facebook followers, 6 939 LinkedIn followers and 6 537 Twitter followers.

• In 2014, UNESPA initiated the creation of self-regulation “Best Practices in Insurance Distribution Transparency”. Around 50 insurance undertakings, responsible for 69% of premiums, have voluntarily publicly signed up to the guidelines.

• An update of a 2016 recommendation was issued by Insurance Sweden in July 2020 in relation to its member companies, covering the information to be provided to policyholders in connection with the portability of the accrued value of pension insurance. The recommendation includes special factsheets for the comparison of the product information most relevant for transferring the value from one product to another, including both the present and potential new products.

• In 2014, Insurance Sweden, in cooperation with the Swedish Pensions Agency, developed standard pension terms, together with the Swedish Institute for Standards (SIS). Insurance Sweden developed a dictionary of the terms, which is published on the SIS website. Also in 2014, Insurance Sweden issued a recommendation — based on a “comply or explain” approach — that companies use the terminology and definitions in the standard terms. The dictionary was updated in 2021 and a revised recommendation came into force in 2022.

• In 2014, Insurance Sweden issued another recommendation in relation to its member companies, this time on pre-purchase information. This aims to ensure that companies present information in a useful, accessible way, clearly indicating any major areas not covered by the policy in question. The pre-purchase information is to be purely factual and kept separate from marketing information.

• A public-private partnership financed 50% by the insurance sector and 50% by the state has created the “minPension” (My Pension) website to provide individuals with their pension information and help them plan for retirement. It covers all three pillars and 99.8% of the Swedish pension market. Out of 5.7 million eligible users, there are over 4.5 million registered, and in 2021 there were 18 million log-ons.
• The website was launched in 2004. The latest version has improved the user experience and has the addition of API (application programming interface) solutions, making it easier to retrieve and read relevant information. The goal is to make the website clearer and more accessible for older people, since the closer someone gets to retirement, the more information the website can provide. There is also a new retirement planner to compare different scenarios, to read tips and tricks on retirement planning and to transfer the retirement plan seamlessly direct to the pension provider. The planner provides a breakdown of annuities, showing both gross and net amounts from different providers.
• There is always the possibility to ask for advice from the Swedish Pension Agency (both via physical and help-desk services) and, of course, to visit the pension providers’ websites.
• Work on the website continues to make it even clearer and more accessible and to add new services (such as a connection with new distribution channels). Another feature that is planned is the possibility to add ongoing payments and even add payments when someone has working gaps in their career.

• Since 1979, the Swedish Consumers’ Insurance Bureau (Konsumenternas Försäkringsbyrå, KFB), which is supported by the Swedish Consumer Agency, the Swedish Financial Supervisory Authority and Insurance Sweden, has been providing information on life, non-life and pension products. On its website, the KFB provides independent comparisons of products. The website received 2.6 million visitors in 2021. Consumers can also contact the KFB by phone, e-mail or via social media to receive independent comparisons or get help with complaints and other insurance-related problems.

• Insurance Sweden has run the “Ersättningskollen” (Compensation check) website since 2014. It was produced with the public agency for sickness benefits (Försäkringskassan) and AFA Insurance, an insurance company owned by labour market representatives. The website allows consumers to calculate what benefits and compensation they are entitled to from both public and private schemes should they fall sick or have an accident or occupational injuries. It does not require any login and gives them a first check of their economic situation and a guide to how to apply for compensation and benefits. Almost three million people have visited the website since 2014.

• When new retirement options were introduced in April 2015, the ABI worked with the Government, regulators, consumer representatives and the wider industry to develop clear and consistent language to describe them. Supporters of the guide, including ABI members, agreed to start implementing the guide in their communications by April 2018.

In October 2020, an insurer published a report that sets out a number of ways the global insurance industry could remove complexity and provide enhanced coverage clarity for its customers. For example, the report provides recommendations on the importance of increasing the comprehensibility of documentation by:

• Improving structure
• Reducing the length of documents and the complexity of sentences
• Removing jargon (or briefly explaining any complex terms that cannot be replaced
• Clearly signposting any exclusions
• Using clear design to aid navigation and comprehension
• Summarising key components of a contract in advance

The report explains that the organisation has also begun a project to create simpler, more interactive contracts and operates on the basis of a set of fair-value principles for dealing with customers.

• The British Insurance Brokers’ Association, the Confederation of British Industry and the ABI have published an SME Insurance Guide to help small businesses understand the importance of managing risks, the role insurance can play and how to choose the right cover for their business.
• Since 2016, the ABI and the British Insurance Brokers’ Association has had a code of good practice for vulnerable customers at renewal, which seeks to help insurers and brokers recognise potentially vulnerable customers who may need extra support when renewing policies.