BIBA webinar - Customer Understanding – communicating numbers presented by Browne Jacobson

This session will cover the regulatory drivers for clear communication of numbers. Including the use of numbers in customer-facing documents and improving outcomes through clear numerical communications.

Learning objectives:

By the end of this event, attendees should be able to:

• Understand the link between the clear communication of numbers and good customer outcomes
• Learn about how poor numerical communications can result in customer detriment
• Learn about the regulator’s approach to communications in light of the Consumer Duty
• Explore practical steps to improve the communication of numerical information in customer documents  

Presenters: Tim Johnson - Insurance Sector Lead, Browne Jacobson and Mike Ellicock, Chief Executive, Plain Numbers

Tim Johnson – Tim leads Browne Jacobson’s insurance practice.  He advises both insurers and intermediaries on the creation and distribution of insurance products, with a particular focus on complying with regulatory obligations in a way that is clear and easy for customers to understand.  In 2002 Tim was recognised by The Lawyer magazine as a ‘Hot 100’ lawyer for his innovative work on insurance policy readability.  Adding numbers to words, Tim recently became the first lawyer to become an accredited Plain Numbers practitioner.

Mike Ellicock - Mike is a social entrepreneur. Following a military career, an MBA and brief stints in banking and maths education, he launched National Numeracy in 2012, building the organisation into a well-respected national charity. Having handed over as Chief Executive there in 2020, Mike launched Plain Numbers in early 2021 and is now utilising his unparalleled knowledge of this largely hidden consumer vulnerability to work with firms to improve comprehension and thereby enable good outcomes for customers.

Delegates participating in the accredited webinar can claim up to 1 CPD hour towards the CII member CPD scheme. A formal completion certificate will be issued for members attending and returning a feedback form. 

DISCLAIMER:

Our webinars are designed to give information and guidance and we aim to make them as accurate as we can at the time of presentation and recording. However, they may sometimes represent individual views and BIBA cannot guarantee, nor do they accept any responsibility or liability for, the accuracy or completeness of the content or for any loss which may arise from reliance on information contained within these presentations and recordings.