2021 consumer trends report

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      <subfield code="a">Article 9 of EIOPA's founding regulation requires the Authority to 'collect, analyse and report on consumer trends'. As per the working definition devised by EIOPA, consumer trends are 'evolutions in consumer behaviour in the insurance and pension markets related to the relationship between consumers and undertakings (including intermediaries) that are significant in their impact or novelty'. The term 'trends' is understood in a broad sense. It covers for example: the evolutions in volumes of business or in the relationship between consumers and undertakings/intermediaries, the emergence of new products or services and corresponding issues or trends linked to financial innovations. EIOPA interprets trends to include developments in the nature, spread and materiality of conduct risks, on the one hand, and conduct risk mitigants, on the other. A trend can be both, one that has already been prevalent for a number of years, or one that has only recently emerged.</subfield>
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