Acclaro helps global insurance leader process 90 million multilingual documents in one year

A multinational insurance provider offering a wide range of services—including home, auto, life, health, and travel insurance—faced increasing linguistic complexity as it expanded globally. With customers filing medical and travel-related claims from around the world, this company needed a localization partner who could process sensitive multilingual documentation quickly, securely, and cost-effectively. 

That’s where Acclaro came in.  

The Challenge 

As the insurance company’s international reach grew, so did the complexity of its claims process. Though English was the company’s internal language, medical and reimbursement documents submitted by customers were in the language of the country where treatment was received. 

Acclaro was tasked with helping the client meet several critical needs: 

• High-volume multilingual processing: The client received an average of 300 scanned documents per day, written in 55 different source languages. All needed to be processed and returned in English—often the same day. 

• File format limitations: Most submissions came as non-editable PDFs, JPEGs, or PNGs, often captured via smartphones. These had to be converted into editable documents before processing. 

• Sensitive personal data: Files included confidential information such as names, addresses, medical records, and bank account details, requiring strict GDPR compliance and a secure handling process. 
• Tight deadlines: Turnaround time was critical. The vast majority of documents needed to be returned within 4 hours, especially for urgent claims requiring rapid reimbursement. 

Our Solution

Acclaro developed a semi-automated translation workflow designed to meet the client’s need for speed, security, and precision, without overwhelming their internal teams or requiring full document translations. The solution had the following components:

1. Secure file conversion and storage: Each of the ~300 daily files was converted into an editable format and stored in Acclaro’ extra secure server environment. Linguists accessed only their assigned files via individual login credentials—no email sharing was allowed, ensuring full GDPR compliance.
2. Intelligent English summaries: Instead of translating every word, Acclaro linguists focused only on the most important details, like payment info and medical context, so the client could review claims quickly and get reimbursements moving without the time and cost of full document translations.
3. In-document sticky notes:  To make key details easy to locate, linguists inserted digital sticky notes directly into the original documents. These notes highlighted the information needed for fast claim assessment and reimbursement decisions.
4. Guided, scalable linguist workflows: Acclaro’s team of 138 certified linguists followed a detailed translation summary guide to ensure consistency and accuracy across all deliverables.

Results and Impact

Thanks to its semi-automated, intelligent workflow, Acclaro processed over 88,000 documents in 2020, with 70,000 returned within four hours. Even the largest, most complex claims were delivered within a couple of days.

By working with Acclaro, this global insurance leader significantly improved the efficiency and reliability of its international claims process:

• Rapid turnaround at scale: Nearly 90,000 documents processed in one year, with the majority delivered within 4 hours, enabling faster reimbursements and improved customer satisfaction.
• Secure and GDPR-compliant: All files were handled in a highly secure, locked-down environment and deleted well within GDPR timelines.
• Cost and time savings: Targeted summaries reduced the need for full document translations, streamlining the review process and cutting translation costs.
• Long-term global partnership: Since 2015, Acclaro has delivered consistent quality, innovation, and consultative support, becoming an integral part of the client’s international service model.

“Their multiple translation requirements demand innovative workflows unique to the localization industry… Our workflows must ensure data security, delivery in challenging turnaround times, and leave no room for errors.”
— Program Manager at Acclaro

At a Glance

• Global partnership since: 2015
• Certified linguists involved: 138
• Documents processed in 2020: 88,000+
• Average daily files: 300
• Languages supported: 55
• 4-hour delivery rate: 70,000 documents
• Secure, GDPR-compliant workflow

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