The Financial Conduct Authority (FCA) is demanding insurers demonstrate evidence that their add-ons are meeting a consumer need and being understood by consumers, so our client wanted to see how it was performing.
FWD undertook 300 mystery shops of 6 business partners selling an insurer’s add-on to home insurance.
Fieldwork took place in branch, by telephone and online with marking sheets covering 50 separate ratings.
There were many challenges to overcome to avoid detection, including in branch appointments up to an hour, declined quotes due to flood risk, etc.
Ultimately, the pilot proved its worth and that tracking business partners’ effectiveness at selling add-ons can be achieved.