Delivering clear insurance comms for Post Office

Post Office

With more branches than all of the UK's bank and building societies put together, Post Office is a central part of British society. Its social purpose, customer focus and wide range of services make it an important and unique part of daily life for millions of people.

When the decision was made to bring their home insurance offer in house, Post Office asked us to help them to design a brochure and template communication assets that would ensure that policies were clear and simple to understand for their customers.

The nature of its business moves with the times, but Post Office maintains a distinct tone of voice across all of its services and platforms. Friendly and straightforward, they are not shy of creative thinking in finding the best, most memorable ways to communicate to customers. Our challenge was to bring this uniquely human tone to life through our brochure design and ensure consistency across other assets, including letterhead and email templates.

Insurance can be a minefield of exclusions, small print and caveats, so meticulous and responsive project management was vital across concept, design and proofing. We worked closely with the Post Office team to ensure their offer was clear, easily understood and navigable at each stage of the customer journey. The result is a suite of communication assets with a bright design that reflects the upbeat tone of Post Office's messaging. It delivers the legal information that customers need with layouts that enhance the clear, honest language that they love.

It's a great outcome all round. Post Office protect their customers with a new insurance offer; we protect the brand that keeps their customers loyal.

"It was a real pleasure and advantageous to work with Sara and her team at LEAP as we re-launched our Home Insurance products. With a focus on working collaboratively, LEAP's key strength was their ability to act swiftly; turning around change requirements and volunteering creative solutions which ensured that the tone of voice and simplicity remained a reliable constant."

Karen Jowett-McEntee, Senior Product & Propositions Manager.

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