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Greg Marshall

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Three Reasons Insurance Companies Need a Single, Comprehensive Interpreting Agency

Posted by Greg Marshall on March 5, 2018

Insurance is a complex and sensitive industry. Policyholders are seeking to protect the things and people that matter most. Each has several points of contact with an agency or company, from quoting to enrolling to filing a claim to updating coverages.

Communicating the details of an insurance plan or a claim can be difficult enough in English, but when the policyholder speaks another language, the conversation can become even more challenging.

Insurance companies often have bilingual agents or contact center employees to handle interactions with policyholders or potential customers in a handful of languages. But many are missing a significant opportunity by not completely fulfilling the needs of people who speak other fast-growing languages in the United States. Instead of having a long-term partnership with a single interpreting agency, they use various vendors for different languages and types of services. This can lead to inconsistency, confusion and frustration for customers, plus inefficiency for employees.

Here are three good reasons why insurance companies should hire not only an interpreting agency for handling phone calls, but one that offers comprehensive language services.

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How Independent Insurance Agents Can Use Language Services to Expand

Posted by Greg Marshall on January 9, 2018

 

In the most basic sense, having agency means having the power to act in a given environment. Independent insurance agents exercise that power every day, but it may be limited if they have difficulty communicating with customers whose primary language isn’t the same as their own.

Having access to comprehensive language support is no longer a "nice to have" if business expansion is the goal. Eliminating language barriers is essential to a great customer experience.

About one in five Americans speaks a language other than English at home, and they’re likely an untapped or underutilized market for the independent agents working with your insurance company. By partnering with a language services agency that offers interpreting and translation, you can help agents reach and sell to these millions of potential customers. Here are just a few of the ways independent agents can benefit from a language services agency.

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What 2017 Taught Insurance Companies About the Need for Language Services

Posted by Greg Marshall on December 13, 2017

 

 

For tens of thousands of people, 2017 was a year of devastation.

First it was floods: residents in Texas, Florida, Puerto Rico, and other southern states faced catastrophic damage. Hurricane Harvey alone claimed at least 48 lives and caused an estimated $190 billion in damage. Then it was fire. Wildfires in Northern and Southern California forced thousands of residents to evacuate their homes as the governor twice declared a state of emergency.

When you factor in severe storms, cyclones, and other weather-related events, there were 15 that claimed more than 320 lives as of October. Each disaster cost $1 billion or more. Many of those affected were limited English proficient, deaf, or hard-of-hearing and required language services.Insurance companies know disaster is inevitable.

Having a language service provider on hand is a simple step they can take to ensure they are prepared to assist their policyholders and provide a great customer experience, regardless of language need.

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