How to ensure accessibility of Terms & Conditions in the Insurance sector ?

Challenge

Insurance policies can be daunting, but it doesn’t have to be that way.

This insurance company came to us to design their general Terms and Conditions, to solve their lack of understanding, even in B to B, and a lead time issue.

Process

Further to user research and in close collaboration with the client’s experts, we identified the main pain points in the reassurance T&C’s: who are the various stakeholders, what is covered and what isn’t, how are key calculations made…

Solving these pain points guided us through the restructuring of the information, and the redrafting in plain language (such as the use of active form instead of passive form and the use of questions to highlight the policy’s most important aspects), without changing the legal scope.

Results

Leveraging user-centricity and neuroscience-based design techniques, a traditionally dense document was transformed into an accessible and visual action tool.

The use of graphic elements showcasing the relationships between the parties helped to improve understanding. Moreover, we also included an estimated time of reading, a tool to foster the users to read such document.

Déplacez le curseur pour voir l’avant et l’après

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