Unpaid insurance claims: Language and communication gaps

Sandile Buthelezi; Vimbai Hungwe; Solly Seeletse; Taurai Hungwe

doi:10.36096/ijbes.v6i4.596

Authors

Sandile Buthelezi Sefako Makgatho University of Health Sciences https://orcid.org/0000-0001-9444-5921
Vimbai Hungwe Sefako Makgatho University
Solly Seeletse Sefako Makgatho University of Health Sciences
Taurai Hungwe Sefako Makgatho University of Health Sciences https://orcid.org/0000-0003-2719-0839

DOI:

https://doi.org/10.36096/ijbes.v6i4.596

Keywords:

Insurance claims, claim rejection, language, communication

Abstract

Language and communication play pivotal roles in the insurance industry, impacting claims processing, customer satisfaction, and operational efficiency. This study investigates the dynamics of errors within insurance claims across six distinct languages—African, Afrikaans, English, French, German, and Asian languages. The purpose is to identify language-specific error patterns and their implications for customer-centric methods. This study utilises a dataset of insurance claims spanning multiple languages. The analysis encompasses the probability theories approach to unravel error distributions and their associations. The study reveals that linguistic diversity significantly impacts the insurance industry, emphasising the need for language-centric approaches to error reduction This highlights the need for customised communication strategies and enlightening initiatives to address the unique challenges faced by this linguistic demographic especially the complex legal jargon that is not easily understood by all. In conclusion, this paper advises insurance companies to navigate the complex terrain of multilingual interactions. It enriches the existing body of knowledge surrounding insurance claim management, offering a roadmap to navigate the intricacies of language diversity within the industry. By addressing the linguistic-specific challenges identified in this study, insurance providers can enhance their services, reduce errors, and ultimately foster improved customer experiences.

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