Cost Savings in Insurance Translation through TM Management: Case Study

Background

• Client Industry: Health Insurance

• Project Type: Translation and Translation Memory (TM) Management

• Languages: English to Spanish

• Volume: Approximately 5,000 words per document

• Duration: Ongoing for over 10 years

Overview

One of the largest health insurance networks in the United States tasked its Louisiana-based subsidiary (the Client) with producing Statements of Benefits and Coverage in Spanish for customers employing limited-English proficiency (LEP) workers. Each document required consistency in terminology, especially regarding copays, deductibles, and coinsurance, while adapting numerical values to fit specific policy details. The translation process needed a solution to avoid redundant, costly retranslation while maintaining high accuracy and compliance.

Challenge

The Client faced a recurring need to translate complex insurance documents for its Spanish-speaking customers. As these documents contained a significant amount of fixed terminology and formatting with only minor numerical adjustments per customer, a traditional translation workflow would have required starting each document from scratch. Without the aid of computer-assisted translation (CAT) tools, this would have been inefficient and costly, involving extensive time and resources.

Solution

Paragon's solution leveraged a multi-faceted approach combining Translation Memory (TM) management and CAT tools to create an efficient and cost-effective translation process:

Document Preparation
Upon receiving source documents in PDF format, Paragon quickly converted them to editable Word documents, allowing seamless integration into the CAT environment. This step ensured the process would be faster and more accurate than manual re-typing, eliminating potential errors from data entry.

Utilizing Translation Memory (TM) Management
Through over a decade of diligent TM management, Paragon had amassed a comprehensive record of translated text, storing approved translations for commonly repeated terminology and phrasing. This database allowed linguists to reuse previous translations, with only new or adjusted numerical values requiring additional translation effort. This TM system not only sped up translation but also ensured consistent terminology across documents over time.

Translation and Proofreading
With CAT tools identifying segments for reuse, Paragon’s linguists, proficient in insurance terminology and regulatory compliance, swiftly completed translations within tight turnaround times. The CAT-assisted approach significantly reduced the time required for translation, editing, and proofreading.

Collaborative Workflow and Efficiency
Direct communication with the Client enabled Paragon to optimize efficiency by bypassing the desktop publishing stage, as the Client chose to handle final formatting in-house. Additionally, any responses to open-ended survey questions from Spanish-speaking employees were back-translated by Paragon, allowing the Client to understand and incorporate feedback into its service offerings.

Results

Through this streamlined approach, Paragon enabled the Client to deliver high-quality, consistent Spanish translations in record time, reducing costs associated with redundant work. The TM management ensured accuracy, while the CAT-enabled workflow allowed for rapid scaling to meet fluctuating demand.

Conclusion

Paragon’s implementation of CAT tools and TM management has provided the Client with a reliable, efficient, and accurate translation service for over a decade. This partnership has helped the Client support its LEP customers effectively, demonstrating how advanced translation technology and proactive client collaboration can drive measurable outcomes in time and cost savings.