Compliance requirements in health insurance control every process, including health insurance localization. The ‘final rule’ has reduced the time for prior authorization, forced companies to expedite responses to appeals and grievances, and mandated timely translations of explanations of benefits (EOBs). The challenge? More content in more languages than ever, and more quickly. And it must be 100% accurate because, if you don’t get on top of it, backlogs will only increase, and you’ll be at risk for non-compliance. 

So, localization for the insurance industry is a race against time and rules. When you add the volume and complexity of these documents to the equation, the localization process can become overwhelming.

But it’s not impossible—we’ve been doing it with excellent results for years. With the right approach and tools, managing this workload and driving compliance is entirely achievable. Here’s what you need to know.

1. Processing high volumes of documents

The primary challenge in insurance localization is handling the volume of work with turnaround times (TAT) of just days. An insurance company can regularly produce over 200,000 monthly files, ranging from a few hundred words to thousands.

Here’s a breakdown of where to start, focusing on tools, processes, and project management.

Tools

• A robust translation management system (TMS) automates repetitive tasks such as file preparation, format conversion, and text extraction, saving time and reducing manual errors. It also manages translation memories where you store terminology and style guidelines. Thanks to these previously translated segments, you can guarantee the consistency, technical accuracy, and legal precision required in health insurance documents.
• Machine translation (MT) with post-editing helps handle large volumes of content in days. Linguists and specialized translators post-edit MT outputs to guarantee accuracy and quality.
• QA tools for linguistic and localization testing move the work along more quickly and help experts check for linguistic errors like spelling, grammar, and syntax (often catching things humans can’t).

Optimized workflows and project management

• Prioritize documents based on their urgency and complexity so translators and localization experts can handle critical documents first.
• Build workflows that enable parallel processing and multiple steps, such as translation, editing, and quality assurance (QA).
• Break down large files into smaller, manageable segments to accelerate translation with numerous translators working on different sections of the same document.
• Make sure your system (or your vendor’s) for managing projects includes highly detailed, organized file and workflow management. 

2. Managing various document types

In health insurance localization, each document type comes with unique challenges, requirements, and compliance standards. To optimize localization efforts, you need tailored workflows for each category of documents.

• EOBs (Standard explanations of benefits, summaries of benefits and coverage, ANOCs, and benefit statements) must be processed and delivered quickly to comply with the “final rule” mandates. The focus is on speed and accuracy so that policyholders receive timely and precise information about their benefits and claims status.
• Medical records require high confidentiality and accuracy, so workflows that prioritize secure handling, precise medical terminology translation, and adherence to HIPAA are needed.
• Policy documents require accuracy and compliance with different jurisdictions. This involves careful attention to detail and consistency in the use of terminology.
• Localizing customer communications, like billing statements and marketing materials, must be clear, culturally relevant, and on brand. Even though they might seem easier than patient files or insurance policy updates, these documents still need to hit compliance and business targets. That’s why it’s not a job for your bilingual staff—you need experts who know how to simplify the language, keep terminology consistent, and run rigorous quality checks. They’ll also help you tailor your voice to fit local tastes and connect with your diverse customer base.

3. Handling tricky terminology and cultural subtlety

Insurance localization can only meet patient needs and quality requirements by building comprehensive glossaries of insurance-specific terms and using translation memory tools. In addition to these technologies, subject matter experts must review all translations and provide contextual information to translators so they can use terms correctly.

Cultural nuances are equally important and require in-depth knowledge and careful research into the target market’s cultural norms, values, and sensitivities. In-country reviewers, who are native speakers and culturally aware, play a crucial role in adapting content to fit local expectations. You need a feedback loop between these reviewers and translators to maintain cultural accuracy and relevance.

And finally, robust quality assurance processes, including linguistic and cultural checks, further enhance insurance translation and localization accuracy. This way, insurance companies can deliver localized documents that are precise, consistent, and culturally relevant, increasing customer satisfaction and compliance with local regulations.

4. Meeting diverse language requirements

Health insurance companies operate in diverse markets, and the language sets required for localization are extensive, including many less commonly spoken (long tail) languages. The localization process must happen simultaneously across all languages to ensure consistent and timely service delivery.

Only a language service provider with a vast network of language experts can handle the required volume and diversity of work while maintaining high-quality standards across all languages. These experts must be proficient in the target languages and knowledgeable about local cultural nuances and healthcare terminologies.

For health insurance services to remain accessible to all customers, scalable operations are essential to handle the workload and deliver on time, every time. Delays can negatively impact service and patient outcomes, making timely delivery vital.

5. Handling sensitive data (PHI)

Properly handling sensitive information is another critical aspect of compliance in the health insurance industry. Translations often involve personal and confidential data. Mishandling this information can lead to legal and ethical issues, so insurance companies must outsource localization to experts who adhere to strict data security measures and confidentiality protocols. This includes using secure data transfer methods, encrypted storage, and access controls to ensure that sensitive information is handled only by authorized personnel.

Key qualities to look for in a localization partner

In order to drive compliance and improve patient experience, insurance companies need language service providers that can ensure speed and efficiency, with advanced tools and automation expediting the translation process without compromising quality. Such a localization partner has:

• A thorough understanding of health insurance regulations and the ability to ensure all translations comply with legal requirements.
• Standardized processes with multiple review stages, automated tools, and manual reviews for error detection and correction.
• Access to a broad network of native-speaking specialized translators and in-country reviewers proficient in common and less common language pairs.
• Strict data security measures for handling sensitive and personal information professionally.
• Capability to handle large volumes of documents quickly through streamlined workflows.
• High standards of translation accuracy and consistency, with rigorous quality checks.
• Ability to handle various document types and formats with expertise in both linguistic and technical aspects of localization, providing full-service solutions from initial translation to final quality assurance.

What’s next? Engage Hansem Global to help you with insurance Localization

With over 30 years of experience localizing insurance documents and services for numerous global companies, we have extensive expertise in the health insurance sector.

Our team ensures your policies, claims forms, and customer communications are accurately localized and culturally adapted. Trust us to help you meet your customers’ needs with accurate translations and localized documents that comply with cultural and regulatory requirements. Contact Hansem Global for your health insurance localization needs.