 By Kent Sullivan
Insurance Commissioner
We tell
consumers to read their insurance policies, but let’s get real. How many
of us
read our policies? Maybe we need a new approach to improve insurance
literacy.
Policies can
be difficult to understand. They’re complex, full of jargon, and often as
long as War and
Peace.
I’m focusing
on using plain language in everything the agency does – on the website,
in writing, even on the phone. We’re working to produce user-friendly
communications to meet consumer needs. It’s about clarity, readability,
and the user experience.
How we handle
long-term care rate requests is a good example of this holistic approach.
We understand that rates must be actuarially sound to protect the
long-term best interests of consumers. But we ask that any notices about
rate increases be written in plain language, and we issued a bulletin outlining our expectations.
We also expect insurers to offer consumer options to help mitigate or
avoid altogether the impact of a rate increase.
Take time to
review your materials, your website, and your decisions from the consumer
perspective. Can they easily find the information they need? Can they
understand it? Did you explain how they can ask questions or get help?
Check out the
plain language resources page on our
website. You’ll find before-and-after examples, links to helpful
resources, and other tips for better communications. That page includes 10 tips for plain language. Use them,
then go beyond them. And test your materials! We strongly encourage
consumer testing to make sure communications are effective.
Do you know
of innovative efforts to improve understanding among insurance consumers?
If so, drop us a note at commissioner@tdi.texas.gov. We’d like to
share the good work happening in this arena.
Let's make
information accessible, clear, and easy to read. Everyone will benefit.
Companies will reduce costly disputes, and consumers will have the
information to make good decisions.
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