What are the best practices for communicating with visually impaired customers?

1 Identify yourself and your role

When you greet a visually impaired customer, introduce yourself by your name and your role as an insurance agent. This helps the customer know who you are and what you can do for them. Use a friendly and professional tone and avoid using terms like "sir" or "ma'am" that may sound impersonal or patronizing. If you are meeting the customer in person, offer a handshake or ask if they would like to be guided to a seat or a desk.

2 Ask about their preferred mode of communication

Visually impaired customers may have different preferences and needs for how they want to communicate with you. Some may use braille, large print, audio, or digital formats, while others may rely on verbal or tactile cues. Ask the customer how they would like to receive information from you and respect their choice. For example, if they prefer to listen to a document rather than read it, read it aloud to them or provide them with an audio version. If they prefer to use a screen reader or a magnifier, make sure your documents are compatible and accessible.

3 Use clear and descriptive language

When you explain insurance terms, policies, or procedures to a visually impaired customer, use clear and descriptive language that avoids jargon, abbreviations, or vague references. For example, instead of saying "please sign here", say "please sign on the dotted line at the bottom right corner of the page". Instead of saying "you are covered for X, Y, and Z", say "your policy covers you for fire damage, theft, and liability". Use specific numbers, dates, and names when possible and repeat or summarize key points for clarity.

4 Check for understanding and feedback

As you communicate with a visually impaired customer, check for their understanding and feedback regularly. Ask open-ended questions that invite them to share their thoughts, concerns, or questions. For example, ask "how do you feel about this option?" or "do you have any questions about this claim?" Listen actively and attentively to their responses and acknowledge them with verbal or non-verbal cues. If you need to correct or clarify something, do it politely and respectfully, without implying that they misunderstood or made a mistake.

5 Respect their independence and privacy

Visually impaired customers are not helpless or incompetent. They have the right to make their own decisions and choices about their insurance needs and options. Respect their independence and autonomy by offering assistance only when needed or requested, and by following their instructions or preferences. For example, if they want to fill out a form by themselves, let them do so and offer guidance only if they ask for it. If they want you to handle their personal information, do it discreetly and confidentially, and ask for their consent before sharing it with anyone else.

6 Thank them and follow up

At the end of your communication with a visually impaired customer, thank them for their time and trust, and confirm the next steps or actions. For example, say "thank you for choosing our insurance company, we will send you a confirmation email by tomorrow" or "thank you for contacting us, we will process your claim within two weeks". If you need to follow up with them, let them know how and when you will do so, and keep your promise. For example, say "I will call you next week to check on your status" or "I will email you the updated policy document by Friday".

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?