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AFM — Netherlands Authority for the Financial Markets·NL·

Maak expliciet onderscheid tussen klantbelang en klanttevredenheid

Ook bij verzekeraars is sprake van verdere digitalisering, toenemend gebruik van data en AI, veranderende klantverwachtingen én nieuwe wet- en regelgeving. Ontwikkelingen die kansen bieden, maar mogelijk ook risico’s voor het klantbelang. De Autoriteit Financiële Markten (AFM) heeft onderzocht hoe verzekeraars het klantbelang borgen in de organisatie en meewegen in besluitvorming. We delen enkele belangrijke inzichten en moedigen verzekeraars aan om ze te vertalen naar de eigen praktijk en zo nodig verdere stappen te zetten in de borging van klantbelang.

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