Maak expliciet onderscheid tussen klantbelang en klanttevredenheid
Why this matters
The document presents AFM research findings from self-assessments validated by office visits on how insurers embed client interest in governance, culture and decision-making. It recommends distinguishing client interest from customer satisfaction, monitoring and evaluating policy implementation, and assessing organisational culture. It is aimed at insurers and does not impose a new obligation or deadline, so urgency is low.
AI-generated classification rationale, not a full analysis. Verify with the original AFM source before acting. Full disclaimer.
What the AFM said
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…
Extract from AFM . Read the full notice at the source for the authoritative text.
Context
Autoriteit Financiele Markten (AFM) — The Dutch conduct authority for financial markets. We track 94 updates from them.
Dutch conduct supervision of financial markets is carried out by the AFM. Browse all Netherlands updates.
This update is classified under Consumer Protection / Conduct, Senior Managers / Governance and Insurance & Pensions.