Case study: Insurance translation and multilingual desktop publishing

Executive Summary

In the US, employer-sponsored health insurance policies must be translated for employees with limited English proficiency. For over fifteen years, Scriptis has provided insurance translation for one of the largest insurers in the United States.

The Challenge

Scriptis localizes many plan documents on a weekly basis, translating and reformatting enrollment materials, applications, SBCs, EOCs, outreach and member education materials. Scriptis also translates content for mobile apps and websites. Typically, the target language is Spanish, but the work has involved as many as six different languages at once. In addition to Spanish, Scriptis has provided translation into Arabic, Bengali, Chinese (Simplified and Traditional), Gujarati, Haitian Creole, Hmong, Khmer, Korean, and Vietnamese.

We handle an ongoing flow of requests for translation. The volume and tight turnaround times during Open Enrollment periods prove especially challenging.

Performance

Scriptis meets the challenges of these projects by automating as much of its workflow as possible. These projects require translations of documents with similar wording and different numbers. We turn them around efficiently with computer-assisted translation (CAT) tools.

CAT tools

CAT tools compile and store translation memories with each project. Translation memories are essentially databases of prior translations. They store source-target pairs, linking each segment (sentence or phrase) with its translation. With each new project, the tool autocompletes the target translation for every segment already on file. The translator can easily identify which segments need translating, and which segments only require in-context review. The client pays full price for the new content and a discounted rate for review of the autocompleted segments. 

The value of TMs

Using translation memories saves our client time and money by eliminating the need to translate the same text over and over. The tools also ensure that the terminology remains consistent across all documents. With this type of document, much of the translator’s review work consists of validating the TM matches in context and ensuring that all non-translatable text such as prices, symbols, and other numbers are not impacted by the translation process. However, the glossaries and TMs require maintenance to keep pace as market conditions evolve and new diagnostic and treatment options emerge. Our services include ongoing efforts to update and verify the accuracy of the term bases and consistency of the TMs.

Quality Assurance

After translation, automated quality assurance (QA) tools perform an essential second step.  QA tools control for human error and ensure that the translations in the source and target documents match. As our ISO 17100 certification attests, the Scriptis QA processes meet the highest global standards.

Reformatting

After completing and checking the translations, our team reformats the multilingual documents using desktop publishing (DTP) tools. In addition to a regular stream of plan documents, Scriptis also provides translation and DTP for outreach, member education and general marketing materials such as ads, brochures and flyers.

Results

We combine our expertise in financial and healthcare translation in our ongoing work for this insurance client. Our finely-tuned workflow performs “like clockwork” and the client receives accurate multilingual content in a timely manner. Insurance clients trust Scriptis to provide turn-key services for fast, accurate translation of legally required communications.