Case study
Insurance in Plain English
Insurance concepts can be technically correct and still be hard to explain. New agents need practice turning coverage language into clear, customer-ready explanations.
The purpose
Insurance has a translation problem. Terms like replacement cost, actual cash value, and deductible are second nature to people who work with them daily, and still abstract to the customer who has to make a coverage decision with real money attached. An agent can know a definition perfectly and still struggle to explain what it means when a loss actually happens.
The gap usually is not knowledge. It is the sentence the agent has to say out loud while someone is deciding, and that sentence is hard to produce for the first time in front of a customer. Definitions are easy to look up; a clear explanation has to be practiced.
I designed and developed Insurance in Plain English as a self-directed Storyline series for exactly that moment. Each module takes one concept, puts it in a practical customer situation, gives the learner something meaningful to do with the information, and stays short enough to work as focused reinforcement before a conversation rather than a course someone has to schedule. These are fictionalized portfolio projects rather than employer training, and they contain no real products, carrier rules, customer information, or internal procedures.
Explore the modules
Replacement Cost vs. Actual Cash Value
Learners compare two common valuation approaches, see how each one can change what a claim actually pays, and practice explaining the difference in language a customer can use.
Launch module: Replacement Cost vs. Actual Cash Value, opens in a new tab
Understanding Your Deductible
Learners work through a practical example to see how a deductible changes the amount paid out of pocket and the insurer’s portion of a covered loss.
Launch module: Understanding Your Deductible, opens in a new tab
What this work demonstrates
The series shows plain-language writing and scenario-based learning applied to concepts that are usually handed over as definitions. Each module puts the idea in a situation and then uses interaction to make the consequence visible rather than merely described, so the learner watches the number move instead of reading that it would. The knowledge checks ask for application — choose the explanation that fits this customer — rather than recognition of a term. Both modules share a visual identity and the same underlying structure, so the series reads as one body of work and can take on another concept later without being rebuilt. Taken together, that is the skill this work is meant to show: turning technical information into something an agent can actually say during a real conversation.