Translate complex pension policy into plain-language member FAQs

Hannah Reyes · Senior Communications Specialist Last reviewed 2025-03-05

The problem

Policy documents are written for actuaries; members can't parse them. Comms team rewrites by hand.

Business context

Plain language is required by our member communications standard and improves call deflection in the contact centre.

The solution

Claude prompt with reading-grade-level constraint (Grade 7) and a glossary of forbidden jargon. Legal reviews before publishing.

Outcome & impact

Time saved

~40 hours of comms time

Outcome

Drafted 40 new FAQs in 2 weeks (was a 3-month roadmap). Contact-centre calls on covered topics down 14%.

Reusable assets

Prompt

Rewrite the policy excerpt below as a member-facing FAQ. Reading level: Grade 7. Never use the words on the jargon list. Lead with what the member needs to do.

Jargon exclusion list(link)
FAQ style guide(link)

#comms

#plain-language

#members