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Providing simple language documentation is one of the 9 commitments we took since we became a mission-driven company according to the French Pacte Law. We provide to our partners and policyholders, a simplification of the contractual clauses in order to offer more clarity and understanding of the guarantees and exclusions of our products.

Our objective by the end of 2023?
Provide simple language documentation for new partnerships starting in France in 2021, for all our new partnerships in 2022 and for our portfolio in 2023.

We sat down with Alison Blondiau (Project Manager, Offer & Services at Solly Azar) came back on the origins of this project and the reasons that pushed Solly Azar to work take the plunge and work with Wakam on providing simple language documentation of the moped We worked on the contractual documents of the moped insurance. Inside the documentation sent to the client, we added dots, a guidance system on all the points considered essential. Of course, we made sure to keep the legal wording. We have added an educational sheet that introduces the general conditions that can sometimes be very long and difficult to understand for the insured.

Could you remind us the origins of the simple language project?

Wakam asked us to be their partner on this simple language project. We gladly accepted since customer experience is at the heart of our strategy. At Solly Azar, we are working to give a new dynamic to the relationship with our policyholders. This includes aspects of contract clarity and customer satisfaction, which is perfectly in line with our strategy.

Un exemple de documentation simplifiée pour Solly Azar

We worked on the contractual documents of the moped insurance. Inside the documentation sent to the client, we added dots, a guidance system on all the points considered essential. Of course, we made sure to keep the legal wording. We have added an educational sheet that introduces the general conditions that can sometimes be very long and difficult to understand for the insured.

For this, we were assisted by the Legal and Product Office of Wakam.

How did the project go?

We worked with Wakam and with an agency that helped us to define the project. We advanced step by step in order to finalize several contractual documents that are clear and accessible to all.

What are the benefits for policyholders?

For the insured, it is a real added value since we are much clearer in the way we describe our guarantees.

This leaves less room for interpretation. It has an impact on the number of claims that can be received for misunderstanding contractual documents.

What’s next?

Of course, we are going to keep working on this project with Wakam! We also have the ambition to extend simple language on all our contractual documents and our partners. We enjoyed working with the Wakam teams. It is important for us to share the same ambitions in terms of customer experience with our insurance partners.