Roundabout Rulings
Each disputed motor decision explained as a four-panel comic, in customers' own words.
The job
Cuts disputes over motor decisions the insurer owns or must explain, such as depreciation, repair or write-off, dealer repair eligibility, excess, and how an accident report's fault share applies. Shows the rule in pictures and customers' own words, and proves which picture changed minds.
The moment
Each disputed motor insurance decision is explained as a four-panel comic in customers' own words. One comic covers decisions on accidents at roundabouts.
For six weeks, the roundabout comic has gone out with every roundabout decision. Disputes for that situation are down 31%.
Version B, drawn from the customer's seat, beat version A by 12 points.
One customer replies to the comic on WhatsApp: "I honestly didn't know".
What it does
- Approve the rule text and comic versions
- Publish the comic to decisions and the AI agent
- Declare an A/B winner
- Escalate a stubborn scenario to legal
- Show the disputes
What you see
Four-panel comic per disputed scenario, with an A/B pair and a dispute counter under each
What it moves
Disputes per 1,000 motor decisions for each situation, repeat calls asking why after a decision, and complaints to the regulator about depreciation and liability.
Built for
- Marketing, brand & comms
- Compliance, complaints & legal
- Contact-centre operations
