Free delivery and assembly of furniture against an insurance appointment. Free entry to Europa-Park in exchange for a meeting with a broker. “Recently, we have noticed that insurers are full of new ideas to reach customers,” summarizes Sandra Imsand, head of the Survey department at the French-speaking Consumer Federation (FRC). And for good reason: since September 1, cold calling has been prohibited for insurance intermediaries, as well as insurers. In other words: no more unsolicited calls.
No matter, from now on, they are taking other paths. “To circumvent the law, tricks and schemes are multiplying,” observes the FRC investigator. This is how she noticed some crazy offers. “This fall, the Coop offered 555 super points against a health insurance offer from CSS.” An initiative launched in 2023, specifies the Swiss group. “We have also seen competitions where the winner must agree to a meeting with an insurer to receive their prize. I myself have been contacted around fifteen times, even though I had not participated in any game. We are witnessing an absolutely crazy mix of genres.” Surprisingly, these steps are nevertheless legal. “As soon as the person accepts the deal, they are no longer protected against cold calling and can be contacted by the insurance company.”
Recently, the expert treated a textbook case, which gave rise to an investigation. A seduction operation launched by the furniture store Conforama and the brokerage company Wefox. When making a purchase, the discounter offers a voucher corresponding to the price of delivery or assembly of the furniture (up to 750 francs) to its customers in exchange for an appointment with a Wefox broker (which offers its own insurance, but also products from other companies). Visitors to the store can also be offered a 100 franc voucher for the same promise, without even going to the checkout.
The two Swiss partners say they are very satisfied with this offer, present in all Conforama branches in the country. Since its launch in 2022, more than 100,000 appointments have been made, indicates Wefox. Knowing that an interview is equivalent to a voucher of at least 100 francs, the operation costs at least 10 million in gift vouchers, estimates the FRC. “We are faced with enormous amounts. It’s a very juicy partnership. They play on the heartstrings. At a time when the question of purchasing power and wallet is major in Switzerland, people are inevitably tempted.”
Personal data protected?
If these “creative contacts” are legal, “ethically, the approach is questionable,” believes Sandra Imsand. We monitor these initiatives and denounce them if they are problematic.” For their part, both Conforama and the Coop emphasize that customer feedback is positive.
The FRC is particularly attentive to data protection. “We don’t know where they are going. Are they transmitted to other insurers? With the example of Conforama, we see that this information is worth money,” concludes the specialist. “Customers are informed in a transparent manner and all legal provisions are respected,” explains Wefox. The Coop assures that it has not provided data to the CSS at any time.
Companies under investigation
Violations of the ban on cold calling can be reported on the website of FINMA, which is responsible for enforcing the new regulations in the field of supplementary insurance. For the LAMal, it is the Federal Office of Public Health which is responsible. FINMA has already received more than 100 reports, which resulted in the opening of investigations against four companies. In a press release at the end of November, the supervisory body specified that “there are indications that market participants are trying to circumvent the ban through other communication channels.”
