Devnagri’s AI-powered Document Translation Helped an Insurance Leader Improve their CSAT by 25%
About Customer
We worked with an Indian insurance company that was growing very quickly. They had millions of policyholders and thousands of papers going through their system every month, so they were always under pressure to maintain accurate and easy-to-find records. Policy documentation, claim forms, compliance reports, and customer communication all had to be made in more than one Indian language. When even a small mistake in translation can affect the meaning of a clause, there is almost no room for error.
Challenge
Each new product launch or regulatory update triggered a flood of paperwork that had to be localized into several languages. Manual translation was slowing down the whole process. As a result, updates were getting delayed by three or four days, a significant timeframe in insurance.
What made things worse was the inconsistency. Terms like grace period, deductible, or maturity value didn’t mean the same everywhere. Customers in different regions were reading various versions of the same policy, which created confusion and, more importantly, compliance risks. Their digital platforms, mobile and web, were being updated frequently, but the translated versions were lagging. They sought a means to close the gap between speed, scale, and precision without messing up their current systems.
Solution
We solved the problem by connecting Devnagri's translation API directly to their document management system. This meant that every change, whether it was a policy paper, a compliance notice, or a customer brochure, went immediately into the translation pipeline without any extra processes or having to input it by hand.
Along with their compliance officers, we built a financial glossary that acted as a single source of truth. The intellectual properties of the client are kept safe.
The result was a workflow that was fast enough to keep pace with their product rollouts and precise enough to satisfy regulators.
Key Highlights
Impact
The change was visible almost immediately. Translation cycles that once took three days were reduced to under 12 hours. Internal audits reported a 34% jump in translation accuracy. For the first time, they could launch new insurance products simultaneously in eight languages, a milestone that had been out of reach earlier.
From a corporate point of view, this meant that translation costs went down by 40%, products were released more quickly, and customers could finally read policy information in their own language, which helped create trust. In the first three months, customer satisfaction scores in rural and semi-urban areas went up by over 25%.
