Customers should be able to easily read and understand the insurance they buy – that’s the thinking behind Project Clarity.
We started this innovative project by listening and talking to our customers. We then studied traditional insurance contracts, and we spoke to contract design experts, and of course our own legal teams and regulators. We then started to rewrite our contracts. For example, removing unnecessary jargon; introducing colourful infographics to explain our products more easily; and writing things more clearly so you can be sure you know what you’re buying.
Project Clarity principles have now been applied to all our customer brochures. We’re also in the process of converting several existing contracts.
We use colour, imagery and icons to create easy understanding.
Our terms and conditions are divided into two parts: