Kingsley-Kleimann Group
Assurant Logo
Tags:
Mortgage Insurance, Customer Communication Strategy, Information Design, Qualitative Testing
PMI Insurance Requirement
Notice for Mortgage Holders
A concise reminder to customers
Background:
Assurant was looking for a firm to translate the mortgage insurance letters sent by their partners into plain language. Because of their unique position as a mortgage lender insurer, Assurant had a vested interest in creating letters borrowers would read, understand, and use to make better, more well-informed decisions. As experts in plain language writing and design, Kingsley-Kleimann was the obvious choice for this project.
What We Did:
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Worked with Assurant and their affiliates to identify the key goals, objectives, and outcomes for the revised letters.
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Reviewed the list of elements that the letters legally and historically must include and noted any[KS1] constraints in template, design, language.
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Identified information that is often misunderstood and leads to dissatisfaction and lack of response.
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Simplified complex concepts using approachable language and incorporated legal requirements with innovative rewriting.
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Used one-on-one testing to capture how well users understood and were able to use the information.
Impact:
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Ensured mortgage holders now read the letters that were often ignored.
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Mortgage lenders and borrowers can make better, faster, decisions with less hassle.
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Those insured can find key points and contact information at a glance.
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Assurant can feel confident that its clients and mortgage holders are well-informed.