Do the banks think we are smarter and more financially astute than we really are?
They are acting as if they do, said Katherine Percy, chief executive of adult literacy and numeracy experts Workbase.
Percy said banks and other financial services firms communicate and interact with customers as though they are dealing with a "mythical" average New Zealander, one who appears to have a far higher level of financial acumen than we really do.
"There is evidence that at least half of our adult population do not have the financial literacy, knowledge and skills to understand the unfamiliar, technical information contained in banking, investment and insurance documents and brochures," she said.
People stumble on financial and legal jargon in overlong documents which even challenge people with high levels of literacy and acumen. They are claims that Kirk Hope, head of the New Zealand Bankers' Association denies.
"Banks have worked really hard and have involved people like Writemark in the development of their product material," Hope said.
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