In this webinar transactional communications expert Tonia Hetherington will unpack how the importance of imparting information through the whole communications journey is just as important as easily navigable disclosures in protecting consumers.
Research points to the propensity of consumers to scan or ignore PDS documents, so what will protect consumers?
As regulators, ASIC has reported that while disclosures are necessary, they alone are not sufficient to drive good consumer outcomes, so what is the obligation on Insurers?
We have overloaded expectations on disclosures and how consumers should interact with them.
Learning Outcomes
At the end of the webinar, attendees will be able to:
- Understand the significance of imparting information effectively throughout the entire communications journey to ensure consumer protection.
- Identify strategies beyond mere disclosures to safeguard consumers, especially in light of research indicating consumer tendencies to scan or overlook PDS documents.
- Discuss the obligations of insurers in ensuring good consumer outcomes, considering regulatory perspectives that highlight the inadequacy of disclosures alone and the need for comprehensive communication approaches.
For further information about this professional development program, please contact the ANZIIF Events Team.
Tonia Hetherington
Tonia Hetherington
Head of Communications Consulting
Computershare Communication Services
Tonia Hetherington leads the Communications Consulting service at Computershare Communication Services with a passion for human-centred design and a results-oriented mindset.
Her team of consultants lead client stakeholder groups on transformation journeys focused on the consumer communication experience. Her team works with clients to uncover and define complex problems; then develop solutions that draw on disciplines of design thinking, behavioural science, visual design, accessibility best practice and business case development.
In developing the best transactional customer experience her team work with consumers, designers, UX specialists and software engineers to confidently create digital-first human-centred experiences that also deliver measurable business outcomes - outcomes such as lowering the cost to serve, improving debt collection rates, increasing digital adoption and improving regulatory compliance.
Award Categories & Criteria
Sponsorship
Are you interested in sponsorship opportunities for this event? For more information on how your organisation can benefit as a sponsor of this leading professional development program, please contact Barbara Maruno, Partnerships Manager.
