My firm has broadened out to offer international private medical insurance advice. Global marketing has pulled overseas clients into the business, many of whom are Russian. For those that do not speak English, what support can I offer in helping them through the policy statement and claiming process?
In some cases, the providers could introduce the broker to an overseas broker to assist with language and regulatory issues. Or they may have an overseas arm that could provide assistance. If the business warrants it, it may be worth recruiting additional Russian language support staff.
The provider may be able to assist with translated policy materials, sometimes at a cost if premium volumes are low. In all cases, foreign language documentation must be checked by an experienced insurance orientated translator. The broker should not provide their own translations as it could leave them legally exposed.
Guy Jones, Berwick Devoil Healthcare
After compliance has checked the company/individual, it is important to understand the needs of the individual(s) and where they are going to be based. Different countries have different requirements for expats, and there will be a certain expectation on you to know the details and the insurers who meet these local requirements.
English is by far the most common language for policies to be written in and when moving to a new country it is highly likely your Russian clients will speak some English. However, medical terminology can be complex so language support may be required to understand their situation and how their policy will help them. Most international insurers employ multilingual staff in their claims facility.
If you have attracted Russian nationals as clients it would be worth checking each insurers’ Russian language capabilities and their ability to speak the language of the host countries. This will provide important support at a critical time.
Doctors and specialists globally communicate in English, however, the secretaries and administrators within the medical facilities may not, and as a broker it is difficult to have all the necessary language skills within your office.
I would prefer to see insurers providing translation services. We would like to see policy handbooks written in various languages side by side with English to help with communication.
This could be downloadable through websites or a smart phone app with a simple tick box for the language comparisons required.
