Context
EIOPA has published a factsheet on consumer trends in insurance and pensions in Europe during 2025 and produced a heatmap with key findings. While this information relates to the European market, there can often be correlation found with the UK market.
Key points to note and next actions
The heatmap emphasises key trends across the European insurance and pensions sectors in the following areas:
- Claims management: While claims management issues have been a persistent concern, their materiality is now perceived as more significant than in prior years, warranting continued attention and monitoring.
- Digitalization distribution trends: As digital channels continue to enhance customer experience, they also introduce new risks and challenges, including consumer concerns and transparency issues.
- Atypical distribution models entering market: The growth of atypical distribution models offering insurance products with potentially detrimental features poses an increasing risk to consumers and the market.
- Value for Money in insurance and pensions: Improvements are beginning as a result of sustained supervisory initiatives. Nevertheless, certain concerns persist, and new risks are emerging, which necessitate ongoing monitoring and attention.
- Protection gap (Health and Natural Catastrophe (Nat Cat)): Although Health and Nat Cat insurance face challenges, including rising healthcare costs and an increase in extreme weather events, risks remain stable, with consistent coverage levels and similar issues continuing being reported.
The heatmap takes into account selected data and relevant supervisory judgement and represents actual findings which have been identified at the European level. The findings of the report are underpinned by various data sources, including the results of EIOPA’s Eurobarometer survey.