Overcoming Language Barriers in Insurance Claims with Tech and Human Expertise

Language barriers present significant challenges in the insurance claims process, particularly for individuals with limited English proficiency (LEP). The U.S. Census Bureau estimates that over 26 million LEP individuals and 68 million bilingual speakers reside in the United States, underscoring the need for effective language support.

While artificial intelligence (AI) and machine translation (MT) tools can assist with initial document translations or real-time interpretation, their limitations become evident in nuanced legal language and complex claims discussions. Misinterpretations can lead to denied claims, legal disputes, increased premiums, and delays in settlements. For instance, cultural nuances in languages like Spanish and Arabic highlight the necessity of skilled human translators and interpreters to bridge communication gaps accurately.

Human expertise is indispensable in reviewing and refining AI-assisted translations and providing real-time interpretation during claims processes. Striking a balance between technological efficiency and human insight is critical to maintaining trust, avoiding legal liabilities, and ensuring equitable outcomes in the insurance industry. By combining AI capabilities with the irreplaceable skills of human professionals, insurers can better serve diverse policyholders and support a seamless claims process.