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The list of market conduct KPIs are sorted into the following descriptive categories:

  1. Claims
  2. Complaints
  3. Customer satisfaction
  4. Data protection
  5. Expenses and remuneration
  6. Market overview
  7. Intermediary competence
  8. Servicing timeframes (customer journey)

A single KPI category could provide information on more than one conduct-related outcome and more than one root cause for firms not treating consumers fairly.

For instance, a high claims rejected rate could point to issues ranging from consumer understanding to poor sales practices to fraud. It is therefore important that KPI users dig beneath the quantitative number to consider the reasons and map these back to conduct-related outcomes. To provide a more holistic picture, it is important to view different KPIs in concert with one another. Supervisors can take a 'modular approach', for example, by deep-diving into claims KPIs, or a 'dashboard approach' i.e. combine different components and KPIs into a dashboard that gives an overview, therefore helping supervisors to better identify problem areas. Some examples are included in the ‘Notes’ column.

Globally, market conduct work is at a less advanced stage than prudential supervision. High-level consumer protection principles are well-established (see Insurance Core Principle 19 on Conduct of Business). However, there is much less global harmonisation in what type of KPIs supervisors collect to reflect these principles. Few supervisors currently use structured measurement frameworks for market conduct beyond some common indicators. However, work at the IAIS is ongoing, and some supervisors have been testing and pioneering approaches to measuring and tracking conduct issues in the insurance sector. 

The KPIs in this list reflect the current state of supervisory practices today. They are pulled together from the practices and publications of various insurance supervisors. This includes thematic reports, statistical publications and pilot data collections, particularly by insurance supervisors who are doing pioneering work in this area.