The insurance industry serves one of the most diverse customer bases in America. From health insurance and auto insurance to property, life, and workers' compensation, insurers interact daily with policyholders, claimants, and beneficiaries who speak languages other than English. Professional language services are essential to accurately processing claims, explaining coverage, meeting regulatory requirements, and delivering the customer experience that drives retention.
Claims processing is where language barriers create the most risk. When a claimant cannot describe the circumstances of an accident, the extent of an injury, or the details of a loss in English, and the insurance company relies on untrained bilingual staff or the claimant's family member to interpret, the resulting documentation may be inaccurate, incomplete, or misleading. This can lead to wrongly denied claims, overpayments, fraud exposure, and regulatory complaints. Professional interpretation during claims calls ensures that the information captured is accurate and that the claimant's rights are respected.
Customer service is another high-impact area. Insurance products are inherently complex — deductibles, copays, network requirements, exclusions, and policy limits are difficult concepts even in English. Explaining these concepts clearly to LEP customers requires interpreters who understand insurance terminology and can convey technical information in accessible language. Companies that provide multilingual customer service see higher satisfaction scores, lower complaint rates, and better retention among LEP customers.
Regulatory requirements also drive the need for language services in insurance. Many states require insurers to provide policy documents, notices, and claims information in the preferred language of the policyholder. The National Association of Insurance Commissioners (NAIC) has issued guidance on language access, and the federal government requires language access in any insurance program that receives federal funding, including Medicaid managed care and ACA marketplace plans.
The most effective language access programs in insurance integrate interpretation and translation across the entire customer journey — from initial enrollment and policy issuance through claims processing, customer service, and renewals. This requires a language services partner that can provide on-demand OPI for phone interactions, translated documents for written communications, and multilingual agents for dedicated customer service lines.
BeKonek Solutions provides comprehensive language solutions for insurance companies, including 24/7 over-the-phone interpretation, certified document translation, and multilingual customer service agents. Our interpreters and translators are experienced in insurance terminology and processes, and our services are fully HIPAA compliant for health insurance applications.
In an industry built on trust and clarity, language should never be a barrier to understanding. Let BeKonek Solutions help your insurance company serve every customer with confidence.