Bupa UK has partnered with the Plain Numbers Project, a social enterprise that helps businesses to better communicate with customers who struggle with numbers.
During a three-year partnership the organisations will work together to help communicate numbers and data more clearly to Bupa customers to improve understanding, through staff training, document certification and ongoing support.
Combining insights from behavioural science with Plain Numbers’ knowledge of adult numeracy levels, some Bupa staff will be trained to become Plain Numbers practitioners and ensure they can communicate key numbers clearly and fairly in documents such as policy quotes and renewal letters.
Richard Washington, general manager, consumer at Bupa UK said: “Our ambition at Bupa is to be the most customer-centric healthcare company in the world.
“We want our communications to be clear and easy to understand so that our customers can make well-informed decisions when they purchase or renew a policy from us. We’re delighted to be working with Plain Numbers to continually improve our customer experience.”
Anne Marie Cooklin, head of communications at Bupa UK, who recently completed the Plain Numbers Practitioner training, said: “Insurance and financial services can be complex.
“Simple changes to the way we communicate numbers can make a huge difference for our customers. It’s great to be able to help them, especially those who are vulnerable, understand important information we give them and make things even clearer.”
Mike Ellicock, CEO and co-founder of Plain Numbers, added: “We are delighted to be working with Bupa UK to help ensure as many Bupa customers as possible understand the numbers around their health insurance.
“We’re thrilled to be starting our new partnership and can’t wait to work with Bupa’s newly trained plain numbers practitioners to start embedding a plain numbers approach together.”