Leveraging AI for Plain Language in Life Insurance Communications

Regulatory pressure both in the U.S. and internationally is pushing life insurers to adopt plain language in their customer communications. This shift aims to make insurance information clearer and more accessible, helping consumers understand complex policies and terms. Many consumers, with varying levels of English proficiency and reading skills, struggle with the jargon-laden language traditionally used in insurance documents.

Generative AI tools like ChatGPT and Google’s Gemini are emerging as powerful solutions to help insurers rewrite their communications in plain language. By using tested prompts that align with the International Organization for Standardization (ISO) guidelines, these AI tools can effectively transform complex insurance documents into more comprehensible formats.

However, insurers need to use these tools within controlled environments provided by modern Customer Communications Management (CCM) systems. These systems offer AI capabilities that ensure sensitive corporate data remains secure while facilitating the efficient rewriting of various communications. This approach not only optimizes the content but also adheres to regulatory requirements, ultimately enhancing customer experience and trust.

Claims Pages Staff Writers are dedicated professionals covering a broad spectrum of insurance topics, including auto, catastrophe, education & training, fraud, legislation, liability, life & health, litigation, property, risk management, technology, underwriting, and workers' compensation. With over 25 years of distribution, our publication brings you accurate and timely information to keep you informed and ahead in the claims industry.