KINGSTON, Jamaica – The British Caribbean Insurance Company (BCIC) says it has rewritten its policy booklets in ‘plain language’ in an effort to deliver “clear, open and customer-focused in their communications.”

According to a news release on Thursday, “a document written in plain language is easy for the intended reader to read, understand, and act on.”

The first phase of the company’s plain language commitment is said to include their new Home Cover All Policy Booklet which is Writemark approved. The Writemark is an internationally recognised quality mark for clear communication.

“This new plain language strategy does not only involve the rewriting of policy booklets, but a complete overhaul of how the company communicates with its customers,” the release read.

Managing Director for BCIC Peter Levy, indicated that all the company’s communications are being written using plain language.

“We’ve found that the best way to minimise distrust and improve the connection between us and our customers is to talk to them in a way they can understand. Plain language delivers better results and an enhanced customer experience,” he said.

Levy said he is pleased with the new guidelines because he believes the industry must place the customer at its centre to survive what is a difficult insurance landscape. However, he is even more pleased that BCIC is seemingly ahead of the curve with the use of plain language in all aspects of their communication.

“This is something we are passionate about, and we do a lot of work internally to ensure that from top to bottom all of our teammates know how vital the implementation of plain language standards are to the survival of our business. We have an entire team dedicated to pushing our plain language initiative, we have plain language champions in every department to hold teammates accountable, and we host training sessions for all members of staff on plain language standards regularly,” he said.

Insurance consultant Cedric Stephens, in his review of the new regulations, commended BCIC for their foresight. Stephens said the initiative has positioned the brand favourably in the eyes of the customer.

“The BCIC’s management is promoting trust in its brand and products, and at the same time complying with the regulator’s market-conduct rules,” he said.

The Writemark is the second such international certification BCIC has received. The company received a rating of B++ (Good) from AM Best, the world’s first and largest credit rating agency specialising in the insurance industry. A rating of B++ (Good) is assigned to insurance companies that have a good ability to meet their ongoing insurance obligations.