The regulations have contributed to a process in which the interests of the customer are better safeguarded. However, advancing technological developments (the internet) and the economic crisis are also making their own contribution to that process. Some abuses have disappeared. Above all, this progress is also linked to the fact that market players are keeping technically to the rules imposed on them.

The desired cultural shift in which customer focus was to take centre stage as a matter of course is not in evidence at the moment. It is a warning that the rearrangement processes at work in the market relate chiefly to the relationship between insurers and intermediaries and not to the position of customers. They themselves also have little interest in obtaining a serious place in the distribution chain, and they are not encouraged to do so by the market players.