Disaster Has No Face and Speaks No Language:
As witnessed in 2017, natural disasters can flip a person’s life upside-down, floods, hurricanes and wildfires claimed the lives, homes and possessions of residents in Florida, Texas and California over the past year. Direct insured property losses from catastrophes striking the United States totaled $17.1 billion in first-half 2017, up from $13.9 billion in first half 2016 according to the Property Claim Services (PCS) division of Verisk Analytics. Property Claim Services (PCS®), a Verisk Analytics® business, defines a catastrophe as an event that causes $25 million or more in insured property losses and affects a significant number of property/casualty policyholders and insurers. Many of the people affected by catastrophes were limited English proficient (LEP) and required language services in order to fully comprehend the information given to them by insurance companies regarding their plans and claims. In 2015, there were a record 43.2 million immigrants living in the United States, making up 13.4% of the nation’s population. There are at least 350 different languages spoken in American homes as reported by the US Census Bureau, which is a significant rise from the 39 languages reported back in 2013. As our population continues to diversify at such a rapid speed, running into language barriers when providing services for policyholders occurs more often than one would think. Providing language services supports claim adjusters and assists policyholders while eliminating the obstacle of language barriers when life altering circumstances are at hand.
Insurance Companies Need Language Services to Effectively Communicate with LEP Policyholders:
Language services allow LEP policyholders to file claims, add coverage or update previously purchased policies. It’s important for policyholders to retain a positive, informative and consistent experience along every step of the way when dealing with the insurance process. Oftentimes people are experiencing traumatic events in their lives and the last thing they want to deal with is misunderstandings and poor communication with claim adjusters. Language services improve the productivity of claim adjusters while elevating the customer experience. Every case is unique and requires its own personalized attention, perhaps a claimant from Spain who speaks no English lived in Houston, Texas when hurricane harvey hit and lost her home and all her possessions during the catastrophic storm. She calls her insurance company and the claims adjuster notices a language barrier present. A telephone interpreter can be accessed and added to the line in order to facilitate communication between the adjuster and policyholder. Language service companies such as Niki’s Int’l Ltd., offer access to over the phone interpreters as well as video remote interpreters who speak over 350 languages and dialects. When remote interpretation services are utilized, you can be connected to an interpreter through on-demand services with little to no wait time. Many cities spanning the United States have tremendously diversified language needs, so one can never know what language or dialect a policyholder may speak; having access to remote interpreters can ensure you will always find an interpreter who speaks the language you need.
On-site interpreters can be scheduled to accompany policyholders to meetings where the insurance companies assess damage. Having an interpreter there ensures the policyholder understands the process and can answer relevant questions in their language. It’s important the information be clear and concise during such trying times, misinterpretations regarding such important information can be the sole cause of a negative outcome. If an on-site interpreter is not available, video remote interpreters can be accessed via smart phones and tablets. In addition to interpretation services, insurance companies can benefit from language services such as document translation. Document translation can be used to translate policy information into the policyholder’s native language, in order to ensure they understand what they are purchasing, signing and agreeing to. Documents such as conditions of insurance, quotes, plans, claim forms, policies, contracts, regulations, certifications and deeds all should be provided to policyholders in a language they understand. Language services ensure LEP policyholders fully understand the information they are provided with and claim adjusters completely comprehend the information they are collecting from the LEP policyholders they are accommodating. Don’t allow a language barrier to to add to an already stressful situation, language services allow all parties involved in the insurance process the ability to understand and be understood.
Niki’s Int’l Ltd. is a WBENC-Certified Women Business Enterprise with 20 years of language service experience. A global network of highly skilled interpreters and translators are available 24 hours a day, 7 days a week for on-site, telephonic and video remote interpretation services. Our linguists are available in over 350 languages and dialects, and our network includes certified interpreters and translators. Our work is guaranteed with a $1 Million Errors & Omissions policy, so that you can be confident that your project will be completed with the highest level of quality and professionalism within the field. For more information contact us at 1-877-567-8449 or visit our website at www.nilservices.com.