[JDEW]

Two paragraphs down:

> Sadly, thanks to the bureaucrats of public service industries, local councils, banks, building societies, _insurance companies_ and government departments, we have learnt to accept an official style of writing that is inefficient and often unfriendly.

> But in the last few years, many of these offenders have started to put things right, either rewriting their documents clearly or training their staff in the art of plain English, or both.

So, it’s a work in progress. I agree that the order is confusing though.

[oliver101]

I saw that but couldn't square it with the earlier sentence.

In my previous role we interviewed tens of small business owners and nobody knew what was in their docs. I hope insurance companies will be as bold to go beyond simplifying language but also simplifying terms (e.g. Lemonade's https://www.lemonade.com/policy-two)