The Association of British Insurers is launching a national campaign to improve consumer understanding when buying general insurance products such as motor, household and travel.

The campaign "Putting Customers First" is part of the Association's drive to improve customer understanding and service in the insurance industry. Many customers are still unsure of what they should be looking for when buying general insurance, and are unclear about the exact terms of their insurance cover.

This latest initiative aims to inform customers what they need to know when buying different types of general insurance. A series of leaflets have been prepared covering the main types of general insurance - holiday, motor, mortgage payment protection, private medical, household buildings, home contents and extended warranty/mechanical breakdown.

The leaflets have received the Plain English Campaign Crystal Mark for clarity. Each explains what customers need to know when buying insurance, questions they should ask, information they should be given and the requirements of good selling practice. Information packs, containing all the leaflets and explaining the campaign, are being widely distributed to insurance companies, intermediaries and consumer organisations. The leaflets are available in large type format and on cassette for the visually impaired.

Mark Boléat, ABI's Director General, said:

"The insurance industry recognises that people need help to be more effective buyers of insurance. This campaign will significantly raise consumers' awareness of what they need to know when purchasing general insurance, to make for better informed policyholders more able to appreciate the value of insurance products. Insurers know that they must be able to deliver the highest possible standards of service which, in an increasingly competitive marketplace, consumers expect."

The campaign builds on extensive work already carried out by the Association on improving standards within the industry. This includes:

• Independent analysis of complaints handling procedures, which has led to a check-list of best practice to help companies deal with complaints as efficiently as possible.



• An independent review of the quality of insurance company literature in certain classes of business, including guidance to help insurers produce more effective and understandable product literature.

Notes

1. The campaign will run for the first seven months of 1999. Each month the campaign will promote a different class of general insurance.
   
   

   · January - extended warranty/mechanical breakdown insurance
   · February - household buildings insurance
   · March - holiday insurance
   · April - home contents insurance
   · May - mortgage payment protection
   · June - private medical insurance
   · July - motor insurance
   




2. Attached is an information pack, outlining the aims of the campaign and enclosing copies of each of the leaflets.



3. Enquiries to:
   
   Vic Rance 020 7216 7440 (Home: 020 8647 5188)
   Malcolm Tarling 020 7216 7410 (Home: 020 8297 9510)
   



4. An ISDN line is available for broadcasts