In This Blog Post
Breaking Language Barriers for Clearer Communication and Greater Equity
Understanding insurance is complicated, even for native speakers. When policyholders and agents don’t share the same language, even simple claims or coverage explanations can turn into confusion, delays, or missed opportunities.
This is why effective communication and tailored services are crucial in the insurance sector, and why regulations demand transparent fine print. And while the law requires the same clarity for limited English proficient (LEP) policyholders as for native speakers, the barriers to effective communication become even more pronounced for customers who do not understand the language. This leads to missed opportunities for both the customer and insurance provider.
Here is where Language Services Associates (LSA) plays a vital role. For over three decades, LSA has partnered with leading insurance carriers, Third Party Administrators (TPAs), and agencies to deliver fast, secure, and professional interpretation and translation services. Assisting a new policyholder? Processing claims? Supporting a multilingual call center? LSA has a solution that fits.
LSA’s insurance services come with interpreters and translators with expertise in your field. Read on to learn more about the importance of language access in insurance and how LSA does it best.
The Role of Language Access in Insurance
More than 67 million people in the U.S. speak a language other than English at home. Without professional language services, critical information about coverage, eligibility, and benefits can be lost in translation.
Beyond compliance with laws like Title VI and Section 1557, effective language support helps insurers reduce errors, improve member satisfaction, and create a culture of inclusion.
Policy translations, live interpretation during customer calls, onsite support for sensitive claims, AI interpretation for routine communication, and more, language services strengthen trust, help meet compliance standards, and allow you to provide comprehensive coverage for your diverse communities.
Built for Compliance, Security, and Trust
Insurance organizations handle sensitive personal data every day. That’s why LSA integrates strict security protocols, data encryption, and HIPAA- and CMS-compliant processes into every service.
Our interpreters and translators are rigorously vetted and trained to uphold the highest confidentiality standards, ensuring that your clients’ information is always protected. Skills-based routing also guarantees that only interpreters with expertise in your insurance field are connected to your calls.
How LSA Helps Insurers Communicate with Confidence
LSA combines human expertise with advanced technology to deliver fast, accurate, and accessible communication at every step of the policyholder journey.
Our services include:
Over the Phone Interpretation (OPI)
Immediate access to expert interpreters 24/7/365, to support your customer service, claims, and underwriting teams.
Video Remote Interpretation (VRI)
Confidential information is protected with advanced encryption both in transit and at rest. Our secure platforms are built for reliability, with 99.9% uptime that ensures interpretation and translation sessions remain both safe and accessible — whether delivered by phone, video, onsite, in writing, or through AI-powered services.
Onsite Interpretation
In-person language support for claims, assessments, and hearings. LSA provides expert onsite interpreters who understand the nuances of insurance communication and terminology.
American Sign Language (ASL)
Supporting Deaf and Hard of Hearing clients with certified interpreters available 24/7/365 onsite or via video.
Translation & Localization
Professional translation for claims documents, marketing materials, and policyholder communications.
AI-Powered Language Solutions
Harnessing the power of AI for speed and scalability, including AI Interpretation, AI Video Translation & Dubbing, and Machine Translation+. Every AI-powered solution is backed by human oversight, or the ability to transition to a human interpreter, to maintain quality and context.
7 Steps to Equitable Insurance Access and How LSA Brings Them to Life
Offer non-native English speakers full access to your insurance services. LSA helps you build fairness and clarity into every conversation. We’ll work with you to effectively engage your diverse communities, beginning with the following steps:
1. Know Your Customers
Recognize where clients most often need interpretation or translation.
LSA helps insurers analyze demographics and plan accordingly.
2. Map Key Touchpoints
Recognize where clients most often need interpretation or translation.
Our services cover every access point — call centers, claims, onboarding, and in-person meetings.
3. Develop a Language Access Plan
Create a formal plan to provide consistent support.
LSA offers consultation to design or enhance compliant language access programs.
4. Train Your Team
Staff should understand how and when to engage an interpreter.
LSA provides training during onboarding and materials, including Desktop Reference Cards, “One-Moment-Please” signs, and other user-friendly resources.
5. Make Communication Visible
Show clients you’re ready to support them in their preferred language.
Our translation and localization services help you build multilingual portals, materials, and signage.
6. Gather Feedback
Monitor satisfaction and accessibility through client and interpreter feedback.
LSA integrates reporting tools and performance tracking into your workflow.
7. Measure and Improve
For continuous improvement and a program aligned with your business goals, you need to regularly evaluate performance.
We provide transparent reporting, QA audits, regular check-ins, and KPI tracking to help you evolve over time.
For a more detailed guide, check out our blog post: 7 Steps to Equitable Insurance Access for Non-Native English Speakers.
Why Leading Insurers Choose LSA
300 languages supported
7,000+ carefully vetted professional linguists
Integrated technology and a proprietary client portal for easy scheduling and visibility
AI efficiency + human expertise for faster, scalable service
Over three decades of trusted experience serving the insurance, healthcare, and government sectors
Bridge the Language Gap and Build Stronger Client Relationships
At LSA, we help insurance providers communicate with confidence, compassion, and compliance, no matter what language your clients speak.
