EIOPA Signals Supervisory Shift to Customer Journeys as AI and Digital Platforms Reshape Insurance D
EIOPA's article, published in connection with Eurofi, argues that the Insurance Distribution Directive (IDD) is broadly technology-neutral but must be applied consistently as AI chatbots, digital platforms, and agentic AI blur the lines between insurance, investment, and crypto-asset distribution. Supervisory focus is expected to move from individual products and firms to the governance of the entire digital customer journey. Compliance teams should assess now whether their AI-enabled tools could be treated as insurance distribution.


