Since 28 June 2025, consumer banking services in the EU must be accessible to people with disabilities. Insurers are not named as a sector of their own, but anything they sell online to consumers counts as an e-commerce service and is covered too. In practice the benchmark is EN 301 549, which maps to WCAG 2.1 Level AA.
Who is in scope
The European Accessibility Act (Directive (EU) 2019/882) covers a defined list of consumer products and services. For financial institutions, two categories matter:
- Consumer banking services, including websites, mobile apps and the electronic documents that go with them.
- E-commerce services, meaning contracts concluded online with consumers. An insurer selling a household policy through its website falls in here.
The directive applies to every business offering these services to consumers in the EU, wherever it is headquartered. Each member state has transposed it into national law. In Austria, that law is the Barrierefreiheitsgesetz (BaFG).
Who is exempt
Only microenterprises that provide services: fewer than 10 employees and an annual turnover or balance sheet total of no more than €2 million. Larger firms can claim a disproportionate burden in narrow cases, but have to document and justify it. For a bank or an insurer, neither route is realistic.
What accessible means in practice
The directive sets functional requirements: services must be perceivable, operable, understandable and robust. Conformity is shown against EN 301 549, whose web clauses incorporate WCAG 2.1 Level AA. A new version of EN 301 549 based on WCAG 2.2 was published in September 2026. It becomes the formal reference once it is cited in the Official Journal of the EU.
Typical checks your teams will run:
- Text contrast of at least 4.5:1 for normal-size copy.
- Every function usable with a keyboard alone.
- Forms with visible labels and clear error messages.
- Pages that still work when users zoom to 200 percent.
- A published accessibility statement explaining how the service complies.
The part most teams overlook: partner touchpoints
Customers do not see where your organisation ends and your suppliers begin. If a claim form, a tracking page or a callback flow carries your brand, customers will treat it as your service. Whether a white-label partner page falls under your own legal obligations depends on how the service is set up, so involve your legal team early.
Many B2B contracts already require EN 301 549 conformance from suppliers, regardless of company size. For assistance products, review these touchpoints in particular:
- Online claim and incident forms.
- Status pages that track a dispatched technician or tow truck.
- Confirmation emails, text messages and PDF documents.
- In-app chat and callback requests.
A short action plan
- Map every consumer touchpoint, including those run by partners under your brand.
- Test against WCAG 2.1 AA and fix contrast, keyboard and form issues first.
- Publish an accessibility statement and keep it current.
- Add EN 301 549 conformance to supplier requirements and contracts.
- Plan for WCAG 2.2 now, so the next version of the standard is not a second project.
If you are reviewing an assistance partner, ask for their conformance report before the contract is signed, not after.
This article is general information and not legal advice.
Frequently asked questions
Does the European Accessibility Act apply to insurance companies?
Insurance is not listed as a sector of its own. But insurance products sold online to consumers count as e-commerce services, so those websites, apps and purchase flows are covered.
Which standard do banks have to meet?
In practice EN 301 549, whose web requirements map to WCAG 2.1 Level AA.
When did the EAA start to apply?
On 28 June 2025, through the national laws of each EU member state.
Are small companies exempt?
Microenterprises providing services are exempt: fewer than 10 employees and no more than €2 million in annual turnover or balance sheet total.