Insurance mystery shopping in Qatar & the GCC
An insurance product is only tested when a claim is made, by which point the sale is years old and the customer's understanding of what they bought is whatever the salesperson left them with.
The criteria for this sector.
Insurance evaluation concentrates on disclosure, because that is where the value and the risk both sit. The scorecard distinguishes between what was volunteered, what was given on request, and what was never mentioned — a distinction that a compliance review of the paperwork cannot make.
Weighting is agreed with you section by section during scoping. It states what you consider important and it has to be defensible to the location that scores badly because of it.
What we keep finding in insurance.
Exclusion disclosure is the central criterion. A shopper with a defined profile — a specific vehicle, a specific family composition, a stated pre-existing condition where the product is medical — asks for cover and the scorecard records which material exclusions were raised before a recommendation was made. Across the Qatari market this is the criterion with the widest variation between and within providers.
Quotation speed and accuracy is measured against what was promised, not against a market standard. A quotation promised in an hour and delivered in two days is a service failure; the same delay after an honest warning is not. Both figures are recorded.
Cover suitability is scored on whether the recommendation follows from the information the customer gave. Where a shopper states a circumstance that makes one product clearly unsuitable and it is recommended anyway, that is a finding of substance rather than of manner, and it is reported to the compliance audience as well as the service audience.
Renewal handling is the most neglected part of the customer relationship in this sector. Whether the renewal notice arrived, whether the premium change was explained, whether the cover was re-checked against changed circumstances, and whether the customer was told they could shop the market. Providers who handle renewal well retain at a rate their competitors cannot explain.
Broker and direct channels need separate instruments. A broker is measured on whether the market was genuinely searched and on how the recommendation among competing insurers was justified. A direct writer is measured on suitability within its own range. Applying one scorecard to both produces findings that neither channel accepts.
Telephone, branch and digital journeys should each be shopped, because in this sector they are commonly operated by different teams against different standards. A customer who gets a complete disclosure on the phone and a partial one in branch has encountered one company, and the inconsistency is the finding rather than either score on its own. Motor, medical, travel and property lines each carry their own disclosure checklist, agreed line by line with your compliance function before fieldwork. A generic disclosure list produces findings the business can dismiss as unrepresentative, and that is a wasted wave.
What a shopper actually does on a visit.
The motor quotation
A shopper with a defined vehicle, licence history and usage requests comprehensive cover. The scorecard measures quotation speed, exclusion disclosure and whether alternatives were offered.
The medical enquiry with a disclosed condition
A shopper states a straightforward pre-existing condition and asks about family cover. It tests whether the exclusion position was raised before the recommendation.
The renewal
A live renewal observed end to end: notice timing, premium change explanation, and whether the cover was re-checked against changed circumstances.
The scorecard structure.
Disclosure items are recorded in three states — volunteered, given on request, not mentioned — and the report separates the three rather than collapsing them into a score.
What clients act on first.
Exclusion disclosure produces the most consistent finding in this sector: material exclusions raised only when the customer asked, or not at all. It is also the finding with the clearest downstream cost, because every undisclosed exclusion is a disputed claim waiting to happen.
A named case study with a baseline, a date and a result belongs here. We have not substituted a percentage for one. Every figure of that kind on the previous site was unsourced, and several contradicted each other.
Case studiesHow we measure this sector.
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