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Brief:
- Produce simplified terms and conditions for a brand new life and critical illness product from Zurich insurance.
Research:
- Review of terms and conditions offered by competitors within the market, alongside best practice examples from outside the industry
Method:
- Running workshops with product owner, compliance, legal, underwriting, and claims to establish essential elements of terms and conditions.
- Writing terms and conditions from scratch based on product features, using plain English and Zurich’s tone of voice to ensure clarity and fit with brand.
- Managing the sign off process with input from relevant business areas, holding workshops and interventions to resolve issues.
- Working with designers to produce artworked versions of final documents.
Results:
- Length of terms and conditions significantly reduced and clarity of communication improved.
- Positive feedback received from project sponsor and distribution teams.
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