When a traveller makes a medical claim from overseas, the supporting documentation — hospital records, invoices, specialist reports — almost always arrives in a language other than English. For nib Travel Insurance, translating these documents was a critical step in the claims process, but it was also one of the slowest.
The existing approach couldn't keep pace with volume. Each document required manual handling, and the sensitive nature of medical data meant security couldn't be compromised for speed. nib needed a solution that could dramatically reduce translation turnaround times, integrate into their agents' daily workflows without disruption, and meet the strict data security standards that health information demands.
The integration transformed nib's claims processing pipeline. Translation was no longer a bottleneck — what had previously caused days of delay became a near-immediate step in the workflow. Claims agents could process international medical documents faster, which meant travellers received resolutions sooner.
The quality of clinical decision-making improved alongside the speed. With more accurate translations available in real time, nib's nursing staff could assess medical documentation with confidence rather than working from incomplete or delayed information. The combination of operational efficiency, translation accuracy, and enterprise-grade security reinforced nib's position as a customer-focused insurer — and established a model for how large organisations can embed multilingual capability directly into their core operations.
LEXIGO developed a custom AI-driven translation solution built specifically for nib's operational environment. Rather than a generic translation tool, the system was designed to handle the particular demands of medical document translation — where accuracy, speed, and data security all carry real consequences.
The platform integrated directly into nib's existing workflows, giving hundreds of claims agents immediate access to translation services without leaving their operational systems. Advanced AI capabilities provided rapid, accurate translations of medical documents, allowing nursing staff and claims assessors to make informed decisions faster.
Security was a non-negotiable requirement. LEXIGO's ISO-27001 certified environment ensured that all sensitive health data was handled to the highest standards — encrypted, processed on dedicated servers, and never exposed to unsecured channels. This was a pivotal factor in nib's decision to partner with LEXIGO over other providers.