In a fast-paced industry like insurance, every moment counts, especially when working with multilingual clients. Over-the-phone interpretation (OPI) helps insurers streamline claims, enhance customer trust, and maintain compliance.
Why Language Access Matters in the Claims Process
Today’s insurers serve increasingly diverse populations. When a policyholder calls to report a car accident, home damage, or a medical event, but speaks limited English, language barriers can lead to delays, confusion, or even denied claims.
Federal and state regulations also require insurers to provide meaningful access to Limited English Proficient (LEP) clients, making language services essential, not optional.
What Is Over-the-Phone Interpretation (OPI)?
OPI connects clients and claims adjusters with live, professional interpreters via phone, typically in under 30 seconds. It’s one of the fastest, most flexible ways to deliver language access for:
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First Notice of Loss (FNOL) calls
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Claims follow-ups and investigations
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Policy explanation and eligibility discussions
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Emergency response after disasters
Unlike video or in-person interpretation, OPI requires no equipment or prep, making it ideal for high-volume or rapid-response insurance environments.
How OPI Speeds Up the Claims Lifecycle
By providing immediate access to qualified interpreters, OPI helps insurers:
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Capture accurate details from the first contact
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Prevent misunderstandings or conflicting statements
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Avoid scheduling delays or rescheduled calls
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Maintain clear documentation for each conversation
The result? Faster assessments, quicker resolutions, and fewer compliance errors.
Real-World Impact: A Claims Case Example
A national property insurance provider faced a growing number of Spanish-speaking clients in hurricane-prone states. By implementing Ad Astra’s OPI services:
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Claim processing time was reduced by 30%
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Call center escalations dropped by 40%
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Customer satisfaction improved across multilingual clients
Adjusters reported that immediate access to interpreters helped them gather accurate damage descriptions and expedite inspections, resulting in faster payouts.
Compliance and Risk Reduction for Insurers
Miscommunications in insurance can lead to:
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Improper claim denials
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Legal disputes or state violations
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Reputation damage and customer churn
OPI mitigates these risks by:
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Providing verified, qualified interpreters trained in insurance terminology
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Supporting documentation with interpreter IDs and time stamps
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Reducing reliance on bilingual family members or staff, which can lead to errors
Why Choose Ad Astra for Insurance OPI?
Ad Astra offers:
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24/7 over-the-phone interpretation in 300+ languages
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HIPAA-compliant and insurance-ready interpreter protocols
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Seamless integration with call centers and claims teams
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Interpreters trained in policy, compliance, and customer service
We help insurers deliver clear, efficient, and human-first service, no matter the language.
Final Thoughts
Fast, accurate language support is a competitive advantage in the insurance industry. With OPI, insurers don’t just communicate; they build trust, speed up claims, and meet compliance every step of the way.
Ready to streamline multilingual claims with OPI?
Contact Ad Astra today to learn how our over-the-phone interpretation services can support your claims team.
