For consumers
Insurance and pensions are a complex business. EIOPA helps you find your way in the insurance and pensions world - no matter in what situation you are in.
The information on this page follows the different stages of buying and using insurance and pensions products.
4 Steps to make a better choice before buying insurance and pension products
Click here to check the financial education initiatives in your country to better understand some basic concepts about insurance and pensions. Furthermore, there are many good publications, information on YouTube, and specific websites dedicated to helping you understand your needs and the choices you have.
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Ask yourself what type of risk you want to cover. Do you want to cover risk in relation to a property or a personal risk, such as death or disability? Do you want basic coverage or have additional coverage?
If you want to save for the future, you should also ask yourself the following questions:
- What is your ability to bear losses?
- What are your investment objectives, including environmental, social and governance preferences?
- What is your risk tolerance?
- What is your time horizon?
Consider making an online search to have an idea of the products that are available in the market. Online comparison websites can help, but they may not always show you all the products, and they may prioritise products that not meeting your needs.
Where you are buying through a local insurance or financial intermediary, you should check this map with links to national registers to check whether your intermediary is registered.
Consumer Trends
Once a year, EIOPA publishes a report which outlines consumer trends. Consumer trends are the changes in consumer behaviour – including the types of products and services being bought and changes in how well these are working in practice for consumers. Trends include potential new risks for consumer as well as positive developments.
One observed trend is the increasing usage of telematics across different insurance products. This can have both positive and negative aspects. For example, Big Data analytics in health insurance may reduce costs and help insurers in identifying, assessing, and insuring new types of risks. However, the usage of telematics in health insurance may lead to the potential exclusion of some consumers’ segments, price-discrimination, and switching and competition issues.
Click here to consult the latest 2019 Consumer Trends Report.
Where can I purchase insurance and pension products?
Intermediaries: There are different intermediaries in the market taking different roles and responsibilities. Intermediaries might be brokers, who compare different offers available on the market for you, or tied agents, who only offer the products of certain (or a small number of) companies. Whereas tied agents are paid by the company with whom they have a contractual relationship, brokers are compensated either on the basis of a fee arrangement between yourself and the broker or on the basis of a commission.
Direct sales: Apart from intermediaries, it is also possible to go directly to the company selling insurance and pension products. Going directly does not necessarily lead to lower prices.
Internet sales: may come in the form of direct sales by the company, through intermediaries operating internet platforms, or through websites listing the offers of several firms. Internet sites which list the offers of several companies are increasingly prevalent. These comparison websites (also called price comparison websites or aggregator websites) can serve both as sources of information and in some cases can directly allow you to buy products.
Bancassurance: Insurance and pension products are also sold by banks, often selling products from a linked insurer. For that reason, banks may only offer a selected and limited choice of insurance and pension products, and the insurance and pension products to be sold are not independently selected.
What information should I get in buying insurance and pension products?
You should receive the following documentation before you purchase an insurance or pension product in the European Union:
Terms and conditions of the product
You must be provided with a document that sets the rights and duties of you and the insurance company or insurance intermediary. This document is not standardised and may look different from case to case.
Insurance Product Information Document for non-life insurance products
The standardised Insurance Product Information Document (IPID) provides you with the most relevant information about non-life insurance products prior to the conclusion of a contract.
Key Information Document for insurance and pension products with an investment element
The Key Information Document (KID) helps you to understand the key features and risks of insurance and pension products with an investment element. With the help of KIDs, you should be able to compare such products Europe-wide.
Suitability statement in case of advice
When an insurance intermediary advises you regarding an insurance or pension product with an investment element, the intermediary must provide you with a suitability statement that includes information on why the recommended insurance product is suitable for you, in particular how it meets your investment objectives, financial situation and knowledge and experience.
Information to be given to prospective members of a pension scheme
If you are a prospective member who is not automatically enrolled in a pension scheme you should receive information on the investment options, kind of benefits and whether sustainability factors are considered.
How can I monitor how my insurance and pension product with an investment element is doing?
You will receive information at least annually about how your investment is performing.
If you would like further information to understand the performance, the insurance company or your financial advisor should be able to provide this to you. Many insurance companies publish information or reports explaining the annual performance of different products, for example in relation to the performance of the stock market.
For some products you can monitor the performance of your investment online on an ongoing basis.
The insurance company or your financial advisor may also offer you advice during the lifetime of your investment. This could cover whether the product remains suitable for you depending on how it performs or if your circumstances change. In this case, you should receive information on the services that they provide to you and any costs.
When considering information on how your product is performing, you should take into account the level of risk. Riskier products naturally can have positive and negative years.
What information should I get when modifying my insurance or pension product with an investment element?
If you are disappointed about how your product is performing you could consider making a change to your product or ending the contract. However, before making a change you should make sure you are aware about the consequences:
The investment objectives of the product and its recommended holding period
Whether there is a guaranteed investment return and whether this only applies if you hold the product until it ends
If you receive any additional bonuses or investment returns if you hold the product until its ends
Whether you are able to exercise different options and if there are costs associated with this. For example, you may be able to move your money into a different type of investment or fund without having to cancel your existing contract
Whether there are additional costs to ending your contract early. In many cases, you will not simply receive the value of your investment at the time that you exit, but will also have to pay a penalty fee
Similar to the situation of buying a new insurance product, you should get the following documents before taking any decision of modifying your insurance or pension product with an investment element:
The terms and conditions of your insurance product which may even include information on possible options to modify your insurance contract and on how to apply for the modifications
Key Information Document for insurance and pension products with an investment element
Suitability statement in case of advice
How can I make a claim?
In case you are involved in an accident, theft or other unfortunate event which is covered by your insurance, you may want to make a claim with your insurer. This page briefly describes the process you should follow when filing a claim:
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Contact police
If you became a victim of a theft or any other malicious act, you should first report the incident to the police.
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Review insurance policy
Review the terms and conditions of your insurance to check whether the loss is covered. In particular, you should review if there are any restrictions on cover that would prevent you from making a successful claim.
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Notify your insurer
Inform your insurer about the loss you suffered and that you want to make a claim. If you bought your insurance through an agent or broker, you may consider contacting the intermediary to receive support in relation to your claim.
Mistakes to avoid when making a claim
Lack of documentation: it is important to submit to your insurer all supporting documents required by your policy to ensure a quick processing of your claim.
Omit information or exaggerate your claim: you should not hide facts or make your loss bigger than it is. Insurers will likely detect any attempted fraud, which may result in a denial of your claim.
File your claim too late: your insurance may have a time limit for making claims – so you should report your claim to the insurer as soon as feasible.
Failure to read your policy documents: your loss may be included in the list of inclusions or you may have to pay a deductible – so make sure you read your policy documents to ensure it is worth making a claim.
How can I cancel my insurance or pension contract?
You may cancel your insurance or pension product for any reason within the statutory cooling-off period (see "What is the cooling-off period of my insurance or pension product?").
Please refer to your policy if you want to cancel your insurance or pension product after the cooling-off period. You may have to pay a penalty if you cancel your insurance or pension product after the cooling-off period.
Before you notify your insurance company of the cancellation, you should review the terms and conditions of your policy as there may be instructions on how to cancel it.
Your insurer may give you a refund of the premium paid after you have cancelled the insurance or pension product.
What is the cooling-off period of my insurance or pension product?
Under EU rules, if you bought your insurance or pension product online or outside of a shop (by telephone, mail order, from a door-to-door salesperson), you have the right to cancel it within 14 days, for any reason and without a justification.
In addition, if you bought an individual life insurance, you may cancel your insurance within 30 days from the time you have been informed about the conclusion of the contract.
You should review the terms and conditions of your policy for further information on the cooling-off period of your insurance or pension product.