Plan séquence - Les nouveaux contours du démarchage téléphonique
mardi 31 août 2021
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Directive distribution en assurance, avis du Comité consultatif du secteur financier, loi Naegelen, réforme du courtage… Avec quatre textes en quatre ans, le cadre du démarchage téléphonique et de la vente de contrats d’assurance a beaucoup évolué.
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parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="chapitre1" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_row_inner][vc_column_inner extend="false"][vc_single_image image="1465755" img_size="full" alignment="center"][vc_customtyping]Démarchage téléphonique, les contraintes se multiplient
[/vc_customtyping][vc_empty_space height="35px"][vc_column_text css_animation="none" el_class="custom_paragraphe"]Le démarchage téléphonique est de plus en plus contraint, alors que paradoxalement, dix-huit mois de crise sanitaire ont transformé l’activité économique, avec une explosion du télétravail et des contacts à distance. Le téléphone est devenu un moyen d’échanges incontournable, et c’est parfois le seul moyen de contacter un client ou un prospect ! Désormais, les règles du démarchage téléphonique changent et riment avec enregistrement et conservation des conversations, vente en deux temps, lead chaud et lead froid...
[/vc_column_text][vc_column_text css_animation="none" el_class="custom_paragraphe"]Par Séverine Charon
[/vc_column_text][vc_empty_space height="35px"][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner extend="false"][vc_single_image image="1465774" img_size="full" alignment="center"][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="bg_color" bg_grad="" bg_color_value="#ffffff" parallax_style="vcpb-vz-jquery" bg_image_new="id^993396|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2019/12/02115007/texture_brique2.jpg|caption^null|alt^null|title^texture_brique2|description^null" layer_image="" bg_image_repeat="" bg_image_size="initial" bg_cstm_size="" bg_img_attach="" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_row_inner][vc_column_inner extend="false"][vc_raw_html]JTNDZGl2JTIwc3R5bGUlM0QlMjJoZWlnaHQlM0EycHglM0IlMjIlM0UlMjZuYnNwJTNCJTIwJTI2bmJzcCUzQiUzQyUyRmRpdiUzRQ==[/vc_raw_html][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner extend="false" width="1/3"][vc_single_image image="1465790" img_size="full" alignment="center"][vc_column_text css_animation="none" el_class="custom_paragraphe"]Enregistrement
[/vc_column_text][vc_column_text css_animation="none" el_class="custom_paragraphe"]Les deux tutelles du secteur, l’ACPR et la Direction générale de la concurrence, de la consommation et de la répression des fraudes (DGCCRF), comme les associations de consommateurs, estiment qu’il faut corriger des pratiques jugées abusives et contraires à la protection de l’assuré. Les courtiers doivent désormais enregistrer et conserver pendant deux ans les conversations pour que les tutelles puissent vérifier que les interdits sont respectés. Pour certains courtiers, l’enregistrement était déjà la règle. Pour d’autres, c’est un défi à relever.
[/vc_column_text][/vc_column_inner][vc_column_inner extend="false" width="1/3"][vc_single_image image="1465793" img_size="full" alignment="center"][vc_column_text css_animation="none" el_class="custom_paragraphe"]Lead chaud vs lead froid
[/vc_column_text][vc_column_text css_animation="none" el_class="custom_paragraphe"]La loi différencie les leads chauds des leads froids : si le souscripteur éventuel a déjà un contrat, s’il a sollicité l’appel ou consenti à être appelé, il est dans le premier cas, sinon, dans le second. Pour le lead froid, les règles de la vente en deux temps s’appliquent désormais… Et, attention, un lead chaud, par exemple une personne ayant rempli une demande de devis en ligne, devient un lead froid au bout de cinq jours. L’organisation doit suivre en cas d’achats de fichiers.
[/vc_column_text][/vc_column_inner][vc_column_inner extend="false" width="1/3"][vc_single_image image="1465794" img_size="full" alignment="center"][vc_column_text css_animation="none" el_class="custom_paragraphe"]Vente en deux temps
[/vc_column_text][vc_column_text css_animation="none" el_class="custom_paragraphe"]Pour les leads froids, l’accord oral ne suffit plus. Avant la conclusion du contrat à distance, le prospect doit recevoir les documents précontractuels requis (prix et garanties notamment) et avoir le temps d’en prendre connaissance. La signature du souscripteur ne peut intervenir au cours d’un appel téléphonique et moins de vingt-quatre heures après la réception des documents et informations. Le distributeur ne peut signer un contrat pour le compte du souscripteur ou de l’adhérent éventuel.
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el_id="chapitre2" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_single_image image="1465756" img_size="full" alignment="center"][vc_customtyping]Bloctel, de la friture sur la ligne
[/vc_customtyping][vc_empty_space height="15px"][vc_single_image image="1465930" img_size="full" alignment="center"][vc_row_inner][vc_column_inner extend="false"][vc_column_text]Le dispositif Bloctel est critiqué par les courtiers, et son avenir n’est toujours pas fixé alors que la délégation de service public devait prendre fin en juin dernier.
[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner extend="false"][vc_column_text]Le dispositif Bloctel, mis en place par la DGCCRF, est géré depuis 2016 en délégation de service public par la société Opposetel. Cette structure, créée spécialement par quatre PME spécialistes des data et de la techno, a pour mission de « nettoyer » les fichiers de prospects afin d’enlever les numéros de ceux qui ont signifié à Bloctel qu’ils ne souhaitaient pas être démarchés.
[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner extend="false" width="2/3"][vc_single_image image="1465973" img_size="full" alignment="center" onclick="custom_link" img_link_target="_blank" link="https://www.newsassurancespro.com/wp-content/uploads/2021/08/Christophe_Hautbourg3.jpg"][/vc_column_inner][vc_column_inner extend="false" width="1/3"][vc_column_text]Cette société chargée d’édulcorer les fichiers fait partie d’un groupe dont l’activité est… la vente de fichiers ! Cette diversification ne semble pas très lucrative : le rapport annuel 2019 d’Opposetel indique que « la phase d’investissement lourds s’est achevée mi 2019 » - au bout de trois ans d’une délégation de service public qui ne dure que cinq ans-, et affiche près de 3,9 millions d’euros pertes cumulées entre 2016 à 2019. Des pertes qui tranchent avec le fait que le service est facturé à un prix jugé très élevé par les entreprises (jusqu’à 40.000 euros HT par an). La critique sur les prix d’abonnement a été entendue par le gouvernement qui a décidé d’une baisse de tarifs sur les abonnements les moins chers en février dernier.
[/vc_column_text][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="" bg_grad="" bg_color_value="#efebe2" parallax_style="vcpb-default" bg_image_new="id^1448142|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2021/03/18153716/separateur_beige_1.jpg|caption^null|alt^null|title^separateur_beige_1|description^null" layer_image="" bg_image_repeat="no-repeat" bg_image_size="" bg_cstm_size="" bg_img_attach="fixed" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row_content_no_spaces" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_single_image image="1465769" img_size="full" el_class="image_separateur"][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="bg_color" bg_grad="" bg_color_value="#1fb0e5" parallax_style="vcpb-vz-jquery" bg_image_new="id^993396|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2019/12/02115007/texture_brique2.jpg|caption^null|alt^null|title^texture_brique2|description^null" layer_image="" bg_image_repeat="" bg_image_size="initial" bg_cstm_size="" bg_img_attach="" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_row_inner][vc_column_inner extend="false"][vc_raw_html]JTNDZGl2JTIwc3R5bGUlM0QlMjJoZWlnaHQlM0EyMHB4JTNCJTIyJTNFJTI2bmJzcCUzQiUyMCUyNm5ic3AlM0IlM0MlMkZkaXYlM0U=[/vc_raw_html][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner extend="false"][vc_column_text]Enfin, alors que la délégation de service public pour le dispositif Bloctel devait arriver à échéance fin juin, la DGCCRF, interrogée fin juillet, indiquait que la procédure de mise en concurrence de la concession de service public Bloctel « suivait son cours » et que « tenue de respecter les règles de communication relatives aux procédures d'attribution des contrats de commande publique, la DGCCRF ne pouvait faire de commentaires à ce stade ».
[/vc_column_text][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="" bg_grad="" bg_color_value="#efebe2" parallax_style="vcpb-default" bg_image_new="id^1448142|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2021/03/18153716/separateur_beige_1.jpg|caption^null|alt^null|title^separateur_beige_1|description^null" layer_image="" bg_image_repeat="no-repeat" bg_image_size="" bg_cstm_size="" bg_img_attach="fixed" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row_content_no_spaces" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_single_image image="1465763" img_size="full"][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="bg_color" bg_grad="" bg_color_value="#ffffff" parallax_style="vcpb-vz-jquery" bg_image_new="id^993396|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2019/12/02115007/texture_brique2.jpg|caption^null|alt^null|title^texture_brique2|description^null" layer_image="" bg_image_repeat="" bg_image_size="initial" bg_cstm_size="" bg_img_attach="" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="chapitre3" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false" el_class="chapitre_x_title" version="1"][vc_row_inner][vc_column_inner extend="false"][vc_single_image image="1465759" img_size="full" alignment="center"][vc_customtyping]Haro sur la vente par téléphone ?
[/vc_customtyping][vc_single_image image="1465918" img_size="full" alignment="center"][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner extend="false"][vc_column_text]Les textes et les contraintes se multiplient, les contrôles se succèdent, et les courtiers ne cachent pas leur agacement face à cet emballement.
[/vc_column_text][/vc_column_inner][/vc_row_inner][vc_row_inner][vc_column_inner extend="false"][vc_column_text]Du côté des tutelles, l’attention portée au courtage et la succession de textes régulant cette activité se justifie pleinement. « Notre objectif n’est pas de freiner la vente à distance, mais de stopper les mauvaises pratiques en matière de démarchage téléphonique. Nous avons effectivement des difficultés dans ce domaine, car ces mauvaises pratiques persistent depuis plusieurs années, comme en témoigne le nombre de plaintes reçues chaque année par l’ACPR », explique Arielle Dalens, adjointe au chef du service contrôle des intermédiaires à la direction du contrôle des pratiques commerciales de l’ACPR.
« Certains agissements relèvent de l’escroquerie volontaire. Il existe en bout de chaîne des courtiers véreux, parfois installés à l’étranger, qui ferment boutique si nécessaire », rappelle un observateur. Alors, pour faire la police et stopper les acteurs malhonnêtes qui s’adaptent au fur et à mesure, il faut instaurer des règles, qui s’appliquent à tous.
[/vc_column_text][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="" bg_grad="" bg_color_value="#efebe2" parallax_style="vcpb-default" bg_image_new="id^1448142|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2021/03/18153716/separateur_beige_1.jpg|caption^null|alt^null|title^separateur_beige_1|description^null" layer_image="" bg_image_repeat="no-repeat" bg_image_size="" bg_cstm_size="" bg_img_attach="fixed" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row_content_no_spaces" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_single_image image="1465769" img_size="full" el_class="image_separateur"][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="bg_color" bg_grad="" bg_color_value="#1fb0e5" parallax_style="vcpb-default" bg_image_new="id^1448142|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2021/03/18153716/separateur_beige_1.jpg|caption^null|alt^null|title^separateur_beige_1|description^null" layer_image="" bg_image_repeat="no-repeat" bg_image_size="" bg_cstm_size="" bg_img_attach="fixed" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_empty_space height="20px"][vc_single_image image="1465871" img_size="full" alignment="center"][vc_column_text]Il faut aussi souligner que certains ont fait le ménage avant que la réglementation ne s’affole. « En 2018, nous avons décidé d'être plus sélectifs et avons passé en revue nos partenaires. Nous avons résilié plusieurs plateformes, en fonction du niveau de réclamations après-vente », indique Sébastien Limousin, directeur distribution et digital du groupe April. « En aval des ventes réalisées par nos partenaires, il y a un système de welcome call à but non commercial qui permet de vérifier que le client a bien compris ce à quoi il a souscrit », ajoute Sébastien Limousin. Une voie dans laquelle SPVIE Assurances indique s’être aussi engagé, avec des appels destinés à vérifier que le souscripteur n’a pas été dupé.
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gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_single_image image="1465763" img_size="full" el_class="image_separateur"][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="bg_color" bg_grad="" bg_color_value="#ffffff" parallax_style="vcpb-vz-jquery" bg_image_new="id^993396|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2019/12/02115007/texture_brique2.jpg|caption^null|alt^null|title^texture_brique2|description^null" layer_image="" bg_image_repeat="" bg_image_size="initial" bg_cstm_size="" bg_img_attach="" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false" el_class="chapitre_x_title" version="1"][vc_row_inner][vc_column_inner extend="false" width="1/2"][vc_single_image image="1465873" img_size="full" alignment="center" onclick="custom_link" img_link_target="_blank" link="https://www.newsassurancespro.com/wp-content/uploads/2021/06/sylvain_coriat_quote2-553x420.jpg"][/vc_column_inner][vc_column_inner extend="false" width="1/2"][vc_column_text]Ces adaptations menées par les courtiers grossistes montrent bien que des mesures correctives étaient nécessaires, mais la publication à rythme élevé de textes contraignants reste très critiquée. Pour Christophe Hautbourg, directeur général de PLANETE CSCA, il aurait fallu donner du temps aux courtiers avant d’asséner de nouvelles contraintes : « les pouvoirs publics veulent-ils tuer le démarchage téléphonique ? Il y a des emplois derrière cette activité. Essayons d'abord d'évaluer les premières mesures avant d'en ajouter d'autres ! Quelques mois seulement après l'entrée en vigueur de l'avis du CSCF, et dans une période très compliquée, on a vu ressurgir le démarchage téléphonique dans la loi sur la réforme du courtage, dans le contexte peu opportun et extraordinaire de confinement et de crise sanitaire et économique ».
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row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" 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viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row_content_no_spaces" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_column_text]Crispations sur l'enregistrement
Pourquoi d’autres textes après l’avis du CCSF ? Parce qu’il tardait à être appliqué. « Lors de nos contrôles, nous relevons de nombreux cas où le caractère commercial de l’appel reste ambigu. L'avis n'est pas encore mis en œuvre partout, alors que ce texte avait fait l'objet d'un large consensus au niveau de la profession », observe Julie Florence, contrôleur au service de contrôle des intermédiaires de l’ACPR. Au nombre des nouvelles obligations difficiles à mettre en œuvre, l’enregistrement. « Les réclamations reçues sont une bonne source d'information, ainsi que l’analyse des enregistrements des appels de ventes. L’enregistrement de ces derniers va devenir obligatoire, mais c’est déjà une pratique répandue chez les distributeurs, notamment à des fins de formation et de contrôle qualité », explique Julie Florence. « Le fait d'enregistrer n'est pas pour nous une contrainte, car nous le faisons déjà, à des fins de formation notamment. De notre point de vue, c'est un coût de la qualité », confirme Sébastien Limousin. Mais tous les courtiers n’ont pas l’infrastructure et les moyens d’April. « Aujourd'hui, le téléphone est largement utilisé, et pas seulement par des courtiers qui ne font que du téléphone. Des courtiers de taille modeste l’utilisent, entre autres moyens de contact, et le coût de mise en œuvre de la réforme est pour eux très problématique », estime Sylvie Langlois.
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multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false" el_class="chapitre_x_title" version="1"][vc_row_inner][vc_column_inner extend="false"][vc_single_image image="1465772" img_size="full" alignment="center"][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="bg_color" bg_grad="" bg_color_value="#1fb0e5" parallax_style="vcpb-vz-jquery" bg_image_new="id^993396|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2019/12/02115007/texture_brique2.jpg|caption^null|alt^null|title^texture_brique2|description^null" layer_image="" bg_image_repeat="" bg_image_size="initial" bg_cstm_size="" bg_img_attach="" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false" el_class="chapitre_x_title" version="1"][vc_row_inner][vc_column_inner extend="false" width="1/2"][vc_column_text]« La problématique de la conservation des données est complexe à traiter, et nous regrettons qu'il n'y ait aucune notion de proportionnalité, tant concernant les acteurs qu’au regard de la finalité de l’obligation d’enregistrement », ajoute Anissa Eslin, responsable juridique assurance et conformité chez PLANETE CSCA.
Du point de vue des tutelles, l’enregistrement des conversations téléphoniques doit permettre de détecter les pratiques litigieuses, alors que la réglementation et l’environnement complexe de l’assurance et de la protection sociale, permettent d’embrouiller facilement la personne appelée.
Du côté de l’ACPR, on tient aussi à souligner qu’il existe aussi une chaîne de responsabilité et que la vente d’un contrat d’assurance implique un distributeur, mais aussi un courtier grossiste et un assureur. La question du partage de responsabilité est désormais clairement posée. Le démarchage téléphonique est réalisé par un vendeur en bout de chaîne, mais le courtier grossiste et l’assureur ne peuvent pas se voiler la face.« En vertu de la directive distribution d’assurance, les assureurs doivent prévoir une remontée d'information périodique sur la manière dont leurs produits sont commercialisés pour s’assurer qu’ils atteignent bien le marché cible prévu. Inversement, les distributeurs doivent alerter l’assureur s’ils constatent que le produit ou d’autres éléments comme la technique de vente déployée ne sont pas adaptées à la cible. La stratégie de distribution doit être modifiée lorsque des répercussions défavorables pour le client sont identifiées », rappelle Arielle Dalens. Les outils d’aides à la vente proposés par les courtiers sont d’ailleurs couramment examinés afin de vérifier qu’ils obligent à respecter les différentes étapes d’un processus de vente comme prévu par la loi.
Pas question par exemple de permettre la saisie d’une adresse email « bidon » à la place de celle du souscripteur potentiel. Alors que nombre de sanctions ont été prononcées par la DGCCRF et ont plutôt concerné des courtiers en bout de chaîne, l’ACPR a lancé une série de contrôles fin 2020 début 2021 chez plusieurs grossistes. Les éventuelles sanctions seront instructives.
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Client mystère et arguments spécieux
[/vc_customtyping][vc_empty_space][vc_single_image image="1466002" img_size="full" alignment="center"][/vc_column][/vc_row][vc_row extend="false" rtl_reverse="" css_animation="" bg_type="bg_color" bg_grad="" bg_color_value="#ffffff" parallax_style="vcpb-default" bg_image_new="id^1448142|url^https://d1p2aimeyx6kdr.cloudfront.net/wp-content/uploads/2021/03/18153716/separateur_beige_1.jpg|caption^null|alt^null|title^separateur_beige_1|description^null" layer_image="" bg_image_repeat="no-repeat" bg_image_size="" bg_cstm_size="" bg_img_attach="fixed" parallax_sense="30" bg_image_posiiton="" animation_direction="" animation_repeat="" video_url="" video_url_2="" u_video_url="" video_opts="loop" video_poster="" u_start_time="" u_stop_time="" viewport_vdo="" enable_controls="" controls_color="" bg_override="" disable_on_mobile_img_parallax="" parallax_content="" parallax_content_sense="" fadeout_row="" fadeout_start_effect="" enable_overlay="" overlay_color="" overlay_pattern="" overlay_pattern_opacity="" overlay_pattern_size="" overlay_pattern_attachment="" multi_color_overlay="uvc-multi-color-bg" multi_color_overlay_opacity="" seperator_enable="" seperator_type="" seperator_position="" seperator_shape_size="" seperator_svg_height="" seperator_shape_background="" seperator_shape_border="" seperator_shape_border_color="" seperator_shape_border_width="" icon_type="" icon="" icon_size="" icon_color="" icon_style="" icon_color_bg="" icon_border_style="" icon_color_border="" icon_border_size="" icon_border_radius="" icon_border_spacing="" icon_img="" img_width="" ult_hide_row="" ult_hide_row_large_screen="" ult_hide_row_desktop="" ult_hide_row_tablet="" ult_hide_row_tablet_small="" ult_hide_row_mobile="" ult_hide_row_mobile_large="" notification="" full_width="stretch_row" equal_height="" content_placement="" design__empty_1="" full_height="" columns_placement="top" background="" background_image_type="static" background_image__effect="" bg_size="initial" bg_position="center-center" row_bg_image="" bg_repeat="no-repeat" background_image_type__bg_color="rgba(255, 255, 255, 1)" row_bg_parallax_images="" row_bg_slideshow_images="" background_video_type="youtube" background_video__youtube__url="" background_video__youtube__parallax="" background_video__youtube__options="loop" background_video__youtube__fallback_image="" background_video__hosted__mp4="" background_video__hosted__webm="" background_video__hosted__ogv="" background_video__hosted__parallax="" background_video__hosted__options="loop" background_video__hosted__fallback_image="" background_color_type="color" bg__empty_1="" background_color_type__gradient_color1="rgba(44, 74, 228, 1)" background_color_type__gradient_color2="rgba(44, 74, 228, 1)" background_color_type__color_color1="rgba(44, 74, 228, 1)" bg__empty_2="" background_color__effect="" background_color__direction="left-to-right" parallax="" parallax_speed_bg="1.5" parallax_image="" video_bg="" video_bg_url="https://www.youtube.com/watch?v=lMJXxhRFO1k" video_bg_parallax="" el_id="" gap="0" disable_element="" settings__tag_1="" viewport_lg="" viewport_md="" viewport_sm="" viewport_xs="" settings__empty_1="" el_class="" version="1" css=""][vc_column extend="false"][vc_column_text]Juste pour voir, News Assurances Pro s’est fait « lead chaud » d’un courtier rappelé à l’ordre il y a quelques mois. Après s’être rendu sur le site du courtier, renseigné quelques données et cliqué sur une demande de comparaison, on est appelé dans la foulée par un conseiller qui n’hésite pas à prendre des libertés avec la vérité et à faire un peu peur. Tout ça pour convaincre que la couverture qu’il propose est meilleure que l’actuelle de l’assuré pour laquelle il n’a aucun détail !
Florilège des arguments : « Faire une comparaison poste par poste ça ne sert pas à grand-chose ». La chambre particulière est à 20 euros dans la complémentaire proposée, à 27 euros dans la couverture actuelle ? « Ce n'est plus un critère malheureusement, en raison du covid, vous êtes automatiquement en chambre particulière, on ne facture plus les chambres, pour raison sanitaire ».
Et pour convaincre, pourquoi ne pas faire un peu peur avec un risque inexistant ? « La clinique privée, vous pouvez y aller dans le cadre des urgences. Vous avez un accident de la route, c'est le SAMU qui régule, et vous pourrez aller aussi bien dans le public que dans le privé, puisque les deux ont des conventions pour faire les urgences... mais les frais au bloc opératoire ne sont pas les mêmes ».
Enfin, sur le choix du porteur de risques, les assureurs apprécieront… « Chaque année en fonction des besoins, on monte les garanties, on évolue, on change de compagnie tous les deux ou trois ans… Toutes les compagnies sont pareilles, on leur met un grand coup de pied au derrière parce que sinon elles augmentent sans arrêt. C’est un monde de méchants ! » Et enfin, on évite les mutuelles que sont les banques, « parce que ça c'est un véritable traquenard ».
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