Case Study Major Regional Insurance Provider

Challenge

A large regional insurance provider needed a company they could rely on to provide timely and accurate transcriptions of file interviews, recorded statements, and summary reports. Maintaining a written record of verbal communications is a critical business need in the insurance industry. Transcripts must be highly accurate, verbatim record of every utterance. For example, all the ums, ahs, uhs, s- s- stutters, etc. must be transcribed. Furthermore, since personal customer information is disclosed in the interviews and recorded statements, the security of the audio recordings and transcripts are of utmost concern. Finally, quick turnaround times were important to the company, since transcriptions were usually needed for active cases, where timely responses and prompt customer service is a must.

Considering these challenges, this provider needed a transcription partner that could:

• Provide highly accurate verbatim transcripts with a multi-level review process
• Turn transcripts around in 48 hours, and in some cases 24 hours
• Protect confidential customer data through strict information and security policies and procedures
• Provide Spanish translation when requested
• Handle significant volume from multiple regional companies/affiliates
• Provide and automated media intake and delivery to reduce overhead of manual submission of files via the website.

Speechpad Advantage

The insurance giant chose Speechpad to handle their transcription needs, due to our ability to meet all of their business needs. The following Speechpad advantages factored into their decision:

• Significant experience and expertise with verbatim transcription
• Long history as an insurance transcription provider and a positive track record with multiple major insurance companies
• Multi-level review process, insuring high accuracy
• Ability to provide consistent 48-hour turnaround times, and 24-hour or same-day turnaround time on demand
• Ability to scale as additional regional providers are added and/or volume from existing providers increases
• Automated file intake and delivery, including support for secure FTP, Aspera, and custom integration via Speechpad’s API
• Mature policies and procedures for protecting customer information, including secure access to physical systems with 24x7x365 guards, data center escorts, and closed circuit TV, state of the art data encryption, multi-step authentication procedures, comprehensive information security policies, including certification and annual review, extensive audit trails, transcriber confidentiality agreements, and background checks.
• Ability to guarantee service availability through state-of-the art data centers with geographic fail-over/redundancy, redundant power systems spanning multiple grids with backup generators, strict climate control, fire suppression systems, business continuity and disaster recovery plans, redundant storage and processing systems, and automated monitoring and notification systems.
• Translation to and from common foreign languages, including Spanish, French, Italian, Portuguese, German, Danish, Romanian and Greek.

Result

Today, Speechpad fulfills the transcription needs for multiple regional branches for this insurance provider, provides a dedicated operations manager, and maintains a team of transcribers trained and experienced with verbatim insurance transcription. All of the providers are very happy with the quality and consistency of the transcripts as well as the customer service. The end result — the company’s managers and claims personnel do not have to worry or invest effort into getting transcripts. Media files are easily submitted to Speechpad and workflow progresses automatically, always producing accurate and on-time transcripts. The national provider can rely on the fact that Speechpad will be there for them over the long haul, can scale to meet their growing transcription volume, will protect their confidential data, and will always be responsive to their evolving needs.