Translation of "Assurer le suivi des clients " (French → English) :

2. Where organisational or administrative arrangements made by the insurance intermediary or insurance undertaking in accordance with Article 27 to manage conflicts of interest are not sufficient to ensure, with reasonable confidence, that risks of damage to customer interests will be prevented, the insurance intermediary or insurance undertaking shall clearly disclose to the customer the general nature or sources of the conflicts of interest, in good time before the conclusion of an insurance contract.

In particular, an insurance distributor shall not make any arrangement by way of remuneration, sales targets or otherwise that could provide an incentive to itself or its employees to recommend a particular insurance product to a customer when the insurance distributor could offer a different insurance product which would better meet the customer’s needs.

2. Where organisational or administrative arrangements made by the insurance intermediary or insurance undertaking in accordance with Article 27 to manage conflicts of interest are not sufficient to ensure, with reasonable confidence, that risks of damage to customer interests will be prevented, the insurance intermediary or insurance undertaking shall clearly disclose to the customer the general nature or sources of the conflicts of interest, in good time before the conclusion of an insurance contract.

Where an insurance intermediary or an insurance undertaking has informed the customer that it will carry out a periodic assessment of suitability, the periodic report shall contain an updated statement of how the insurance-based investment product meets the customer’s preferences, objectives and other characteristics of the customer.

To monitor and measure progress, the Commission will: · build, with support of the Joint Research Centre, a monitoring and assessment framework, drawing on the various actions undertaken by stakeholders in line with the priority action areas identified in the Plan, taking account of their timeline and nature; · propose a first version of this monitoring and assessment framework by early 2013; · report on the progress of the Plan's implementation, to the European Parliament and the Council on an annual basis, starting from early 2013.

This would include: (a) development and validation of a charter of standards and principles for QA and QI by key stakeholders; (b) dissemination of these standards; (c) monitoring their mainstreaming into prevention strategies and activities with a particular focus on the key priority groups identified in the EU strategy; (d) building a sustainable network of organisations following up the implementation of QA/QI in HIV prevention programmes which could provide advice on QA/QI in HIV prevention; and (e) identifying and supporting evidence-based demonstration pilots.