BPO
Bilingual Welsh and English claims handling built to WCAG 2.2 AA
A Welsh insurance provider needed to handle claims fully in Welsh and English while meeting accessibility standards. An outsourced bilingual team cut settlement time and lifted satisfaction in both languages.
Results at a glance
- -43%
- Settlement time
- 0 days
- Welsh vs English gap
- -51%
- Complaints
- +19 pts
- CSAT
21 to 12 days
parity reached
Welsh service
both languages
The challenge
The provider had a duty to serve customers in Welsh to the same standard as English, but Welsh-language claims were routed to a handful of staff and waited longer as a result.
Correspondence and portal journeys also had to meet WCAG 2.2 AA so that customers with access needs were not left behind. Settlement times were slipping and complaints about the Welsh service were rising.
Pain points
- Welsh-language claims settled slower than English
- Average settlement time near 21 days
- Correspondence not consistently meeting WCAG 2.2 AA
- Rising complaints about the Welsh service
Our approach
- Built a genuinely bilingual claims team so Welsh and English cases are handled to the same standard
- Rewrote claim letters and portal content to meet WCAG 2.2 AA in both languages
- Introduced a triage step so simple claims settle fast and complex ones get specialist attention
- Processed all claimant data under UK GDPR and the Data Protection Act 2018
Results at a glance
The results
- Average settlement time fell from near 21 days to under 12 across both languages.
- Welsh and English claims now settle at the same pace, which closed the service gap.
- Complaints about the Welsh service dropped as waits and inconsistency disappeared.
Our Welsh-speaking customers were waiting longer, and that was not acceptable. Now a claim moves at the same pace whichever language it comes in, and the correspondence meets WCAG 2.2 AA.
Common questions
It is a genuinely bilingual team handling Welsh cases directly to the same standard as English, which is what closed the settlement-time gap rather than just translating letters.
These are representative engagements. Client identities are anonymised and the metrics are illustrative of the type of results this work delivers, not audited figures for a named client.
Tell us what you need to outsource
Share your requirement and model your savings. We reply within six hours with a clear next step.
Six-hour response. UK GDPR compliant. Named UK accountability.