AA Insurance

The AA Insurance team proudly display their wins | Matthew Hickey, Toni Collinson, and Phillip Jensen

Judges’ comments

AA Insurance’s commitment to, and investment in, plain language is very evident. The entry described a high level of planning, inclusion of team members, and a clear strategy for success.

Their commitment to user-testing shows positive feedback from customers. More importantly, customers seem to be ‘voting with their feet’ in a good way, with growing customer numbers year on year. This is evidence of the business benefits of plain language in inspiring trust and customer loyalty.

This is a standout entry from our perspective as judges — a worthy winner and an inspiring story for other organisations to emulate.

Media statement

We’re thrilled to be recognised as finalists in this year’s Plain Language Awards in two categories: Plain Language Champion — Best Organisation, and Best Plain Language Legal Document, for our Comprehensive Car Insurance Policy. And we’re even more thrilled to have won the Best Organisation category!

We are proud to champion the use of plain language by simplifying our insurance policies, so they are easy to read, understand and act on, to help us earn the trust of our customers. Plain language helps us put the customer at the heart of everything we do, ensuring they know exactly what they’re signing up for with no fine print or grey areas.

Earlier this year AA Insurance achieved WriteMark Plus accreditation for providing a high standard of plain language. Our content was user-tested with customers to ensure our policy wording is easy to understand and navigate. Our WriteMark Plus accreditation and recognition at the Plain Language Awards reflects our commitment to making insurance clear and easy to understand for all New Zealanders and our people.

Nicki Godfrey
Product Manager
AA Insurance