IDEAS home Printed from https://ideas.repec.org/a/adi/ijbess/v6y2024i4p408-414.html

Unpaid insurance claims: Language and communication gaps

Author

Listed:
  • Sandile Buthelezi

    (Sefako Makgatho University of Health Sciences)

  • Vimbai Hungwe

    (Sefako Makgatho University of Health Sciences)

  • Solly Seeletse

    (Sefako Makgatho University of Health Sciences)

  • Taurai Hungwe

    (Sefako Makgatho University of Health Sciences)

Abstract

Language and communication play pivotal roles in the insurance industry, impacting claims processing, customer satisfaction, and operational efficiency. This study investigates the dynamics of errors within insurance claims across six distinct languages—African, Afrikaans, English, French, German, and Asian languages. The purpose is to identify language-specific error patterns and their implications for customer-centric methods. This study utilises a dataset of insurance claims spanning multiple languages. The analysis encompasses the probability theories approach to unravel error distributions and their associations. The study reveals that linguistic diversity significantly impacts the insurance industry, emphasising the need for language-centric approaches to error reduction This highlights the need for customised communication strategies and enlightening initiatives to address the unique challenges faced by this linguistic demographic especially the complex legal jargon that is not easily understood by all. In conclusion, this paper advises insurance companies to navigate the complex terrain of multilingual interactions. It enriches the existing body of knowledge surrounding insurance claim management, offering a roadmap to navigate the intricacies of language diversity within the industry. By addressing the linguistic-specific challenges identified in this study, insurance providers can enhance their services, reduce errors, and ultimately foster improved customer experiences.

Suggested Citation

  • Sandile Buthelezi & Vimbai Hungwe & Solly Seeletse & Taurai Hungwe, 2024. "Unpaid insurance claims: Language and communication gaps," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 6(4), pages 408-414, September.
    • Handle: RePEc:adi:ijbess:v:6:y:2024:i:4:p:408-414
    DOI: 10.36096/ijbes.v6i4.596
    as

    Download full text from publisher

    File URL: https://www.bussecon.com/ojs/index.php/ijbes/article/view/596/325
    Download Restriction: no
    File URL: https://doi.org/10.36096/ijbes.v6i4.596
    Download Restriction: no
    File URL: https://libkey.io/10.36096/ijbes.v6i4.596?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. J. David Cummins & Sharon Tennyson, 1992. "Controlling Automobile Insurance Costs," Journal of Economic Perspectives, American Economic Association, vol. 6(2), pages 95-115, Spring.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. McShane, Michael K. & Cox, Larry A. & Butler, Richard J., 2010. "Regulatory competition and forbearance: Evidence from the life insurance industry," Journal of Banking & Finance, Elsevier, vol. 34(3), pages 522-532, March.
    2. Paola Fersini & Salvatore Forte & Giuseppe Melisi & Gennaro Olivieri, 2019. "A stochastic model to evaluate pricing distortions in indemnity insurance methods for MTPL insurance," Decisions in Economics and Finance, Springer;Associazione per la Matematica, vol. 42(1), pages 103-133, June.
    3. Raphael, Steven & Rice, Lorien, 2002. "Car ownership, employment, and earnings," Journal of Urban Economics, Elsevier, vol. 52(1), pages 109-130, July.
    4. Brian Richman & Sharon Tennyson, 2022. "The effects of state legal environments on automobile insurance claims and compensation: Evidence from the Royal Globe doctrine," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 25(4), pages 491-513, December.
    5. Sharon Tennyson, 2007. "Efficiency Consequences of Rate Regulation in Insurance Markets," NFI Policy Briefs 2007-PB-03, Indiana State University, Scott College of Business, Networks Financial Institute.
    6. Patrick L. Brockett & Hwei-Mei CHEN & James R. GARVEN, 1995. "Event Study Methodology: A New And Stochastically Flexible Approach," Risk and Insurance 9507001, University Library of Munich, Germany.
    7. Brockett, P. L., & Chen, H. M. & J. R. Garven, "undated". "Event Study Methodology: A New and Stochastically Flexible Approach," Working Papers 003, Risk and Insurance Archive.
    8. Susan J. Suponcic & Sharon Tennyson, 1995. "Rate Regulation and the Industrial Organization of Automobile Insurance," NBER Working Papers 5275, National Bureau of Economic Research, Inc.
    9. Berger, Allen N & Cummins, J David & Weiss, Mary A, 1997. "The Coexistence of Multiple Distribution Systems for Financial Services: The Case of Property-Liability Insurance," The Journal of Business, University of Chicago Press, vol. 70(4), pages 515-546, October.
    10. Khazzoom, J. Daniel, 1999. "Pay-at-the-Pump Auto Insurance," RFF Working Paper Series dp-98-13-rev, Resources for the Future.
    11. Patricia Born & J. Bradley Karl & Charles Nyce, 2024. "Availability of the seat belt defense: Implications for auto liability insurance," Journal of Risk & Insurance, The American Risk and Insurance Association, vol. 91(1), pages 193-212, March.
    12. Mary A. Weiss & Sharon Tennyson & Laureen Regan, 2010. "The Effects of Regulated Premium Subsidies on Insurance Costs: An Empirical Analysis of Automobile Insurance," Journal of Risk & Insurance, The American Risk and Insurance Association, vol. 77(3), pages 597-624, September.
    13. Schaper, Philipp, 2017. "Under pressure: how the business environment affects productivity and efficiency of European life insurance companiesAuthor-Name: Eling, Martin," European Journal of Operational Research, Elsevier, vol. 258(3), pages 1082-1094.
    14. Susan J. Suponcic & Sharon Tennyson, 1998. "Rate Regulation and the Industrial Organization of Automobile Insurance," NBER Chapters, in: The Economics of Property-Casualty Insurance, pages 113-138, National Bureau of Economic Research, Inc.
    15. Michael K. McShane & Larry A. Cox, 2009. "Issuance Decisions and Strategic Focus: The Case of Long‐Term Care Insurance," Journal of Risk & Insurance, The American Risk and Insurance Association, vol. 76(1), pages 87-108, March.
    16. Pierre Picard, 2025. "Economic Analysis of Insurance Fraud," Springer Books, in: Georges Dionne (ed.), Handbook of Insurance, edition 0, pages 259-323, Springer.
    17. Ali Shaddady, 2022. "Business environment, political risk, governance, Shariah compliance and efficiency in insurance companies in the MENA region," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 47(4), pages 861-904, October.
    18. Artis, Manuel & Ayuso, Mercedes & Guillen, Montserrat, 1999. "Modelling different types of automobile insurance fraud behaviour in the Spanish market," Insurance: Mathematics and Economics, Elsevier, vol. 24(1-2), pages 67-81, March.
    19. Schwarze, Reimund & Wein, Thomas, 2005. "Is the market classification of risk always efficient? Evidence from German third party motor insurance," German Risk and Insurance Review (GRIR), University of Cologne, Department of Risk Management and Insurance, vol. 1(4), pages 173-202.
    20. Joan T. Schmit & Jia‐Hsing Yeh, 2003. "An Economic Analysis of Auto Compensation Systems: Choice Experiences From New Jersey and Pennsylvania," Journal of Risk & Insurance, The American Risk and Insurance Association, vol. 70(4), pages 601-628, December.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:adi:ijbess:v:6:y:2024:i:4:p:408-414. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ibihutr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.