Life Insurance Leader Reduced Unclear 'Non-English' Content Complaints by 40% Using MT
About the Client
Our Client is a major life insurance provider in India. Their presence spans nearly every state, and their reach includes both urban professionals and small-town policyholders.
Challenge
Most of the communication they sent out, terms and conditions, KYC forms, and welcome kits, was written only in English. That posed a serious problem. Many of their customers were far more comfortable reading in Telugu, Tamil, Bengali, or Hindi. When people cannot fully grasp what they're signing up for, it leads to confusion, support tickets, and delays in issuing policies.
Worse, some agents had to spend time verbally translating complex policy clauses, which wasn't scalable or accurate. The organization needed a better way to translate sensitive documents while staying compliant with industry norms.
Solution
We introduced our document translation engine. First, we sat down with their operations and compliance leads to understand what kind of files were being exchanged the most, like sales brochures, welcome letters, claims instructions, and more.
From there, we helped them map a workflow that connected our translation system with theirs. They did not want to upload documents manually every time, so we used our API to plug into their existing content setup. When a new English document went live, the system automatically triggered translations into selected regional languages.
But it was not just about automation. For something as regulated as insurance, accuracy is not optional. We layered the workflow with legal-approved glossaries and also had a second-pass human review built in, specifically by linguists trained in finance and insurance terms.
Key Features
- End-to-end support for PDFs, Word docs, and portal content
- Domain-specific tone tuning (legal, onboarding, or conversational)
- Language switch on-the-go, users could add/remove languages anytime
- Real-time API sync, updates in one language reflected across all
- Compliance layer for time-stamped version logs and access controls
Impact
Over three months:
- We translated 12,000+ documents across 9 Indian languages
- Their policy issuance time was cut by nearly 65% in non-English regions.
- Agent dependency for translations dropped significantly.
- Customer complaints related to 'unclear terms' fell by 40%
- Legal and compliance teams were able to track every translated version with full audit visibility.
This way we saved time and also removed friction where it mattered most in the customer experience. And in insurance, clarity builds trust.
