A survey of 1,000 Aviva customers highlighted that home insurance policyholders were often baffled by industry terminology, leading the insurer to test new communication techniques, including a Jargon Buster Skill for Alexa, Amazon's AI personal assistant. The company said it was working with its partners on developing more sophisticated language tools and would be rolling out them in 2018.
A survey of 1,000 Aviva customers highlighted that home insurance policyholders were often baffled by industry terminology, leading the insurer to test new communication techniques, including a Jargon Buster Skill for Alexa, Amazon's AI personal assistant. Frustration due to a lack of transparency on what was covered in a policy was reported by 34% of the participants; many were not aware of common exclusions and that additional cover could be needed to achieve the level of cover required.