Professionals in the insurance industry, especially the front-liners, are often drowning in countless hours of recorded calls, interviews, seemingly endless medical reports, and other documentary nightmares for insurance claims. And, of course, making sense of all these audio files is a real bottleneck that leaves claims gathering dust, resulting in frustrated customers. Some firms in the insurance industry prefer human transcription above all else, and human-powered insurance transcription companies are ready to take on the challenge. Here’s why human-made is still the gold standard.
In this article, you’ll learn how:
- Insurance transcription requires extremely high accuracy since errors in transcribing could lead to incorrect payouts, or worse, legal issues.
- Trained human transcriptionists can detect subtle vocal cues that may indicate fraud, and they can accurately distinguish between multiple speakers.
- Human transcriptionists can be held accountable for privacy compliance (like HIPAA) through NDAs and training.
Why is Human Transcription Preferred In The Insurance Industry?
For many insurance firms, a transcript’s accuracy can be the difference between success and failure, especially for firms dealing with recorded statements, doctor’s reports, and client interviews.
Tiny mistakes can snowball into skull-wrecking financial and legal headaches.
Inaccurate transcripts can easily mess up claim payouts or create a total confusion about what someone’s policy covers, which is why insurance firms need highly accurate transcripts. Transcripts aren’t only useful for decision-making. They also cover the bases when disputes, or even lawsuits, arise.
Challenges of Automated Transcription in Insurance
AI or any automated transcription services can only get up to 61.92% accuracy AT BEST, which is why human transcription is highly preferred in the insurance industry. Below are some of the most challenging areas where AI or automatic transcription stumbles (proven).
| Challenge | |
| Background Noise | Background noise and overlapping voices make it hard for speech recognition to work well. |
| Technical Terminology | Technical words from insurance, medicine, and law often confuse AI. |
| Accents and Dialects | AI has trouble understanding different accents and ways of speaking English. |
| Audio Quality Issues | Bad phone lines and poor audio quality make sounds unclear. |
| Privacy Compliance | HIPAA compliance protects personal information during the process. |
| Emotional Context | AI systems stumble with tone and emotional nuances in conversations. |
| Speed vs. Accuracy | Balancing the need for quick turnaround with maintaining high accuracy standards. |
Why is Human Transcription Preferred in the Insurance Industry?
Human transcription remains the gold standard for any type of transcription, including insurance recordings. Here’s some reasons why:
Industry Knowledge That’s Hard to Beat
Industry-specialized transcriptionists offer insurance firms more than just expert-level typing skills. Sure, automated transcription systems might process whatever you feed it. Still, you’ll scratch your head after seeing its attempt to transcribe niche-terms like Bordereau or Leptokurtosis.
On the other hand, industry professionals spend years in the insurance ecosystem. So they inevitably and instinctually develop an understanding of those terms that, more often than not, include medical lingo, policy language, claim procedures, and more.
You’ll appreciate the value of their skills when handling documents where context matters above anything else. If a claims adjuster mentions facet joint arthropathy with radiculopathy, a professional transcriptionist would know exactly how to transcribe it.
But an AI system? Might as well have your cat type it up for you, and tell your boss that your dog ate it.
More Useful in Fraud Or Claims Investigation
In the transcription industry, there are subtleties beyond words that only humans can comprehend. A slight tremor in a claimant’s voice or an unusually extensive pause before answering a straightforward question speaks volumes to trained ears.
Depending on the type of service, professional transcriptionists may document these telling moments, which are essential in cases involving fraud, as insurance firms deal with countless frauds (or attempts) daily. A professional transcriber’s ability to spot emotional undertones can provide claims investigators with insights that AI systems can never do.
Can Manage Multiple Voices Properly
Unlike a typical interview, insurance interviews don’t follow a simple back-and-forth pattern. In most cases, it’s a table with an adjuster, claimant, witness, legal representative, and whoever is involved – each contributing helpful information to the presented case, though not necessarily in the tidiest way possible.
A professional transcriptionist can untangle these conversations accurately. Depending on the tools, they attribute each statement to its speaker without interchanging them. Trained ears can easily distinguish between voices when conversations overlap or speakers interrupt each other.
If you get into claims disputes or legal process, exact attribution of speech is critical as it can significantly impact outcomes.
Better Privacy Protection
Data security has heavy implications in the insurance industry, and it’s one of the primary reasons why a specialized human transcriptionist is much more preferred over AI.
Human transcriptionists can sign an NDA to keep sensitive information private. Plus, you can have them comply with HIPAA or industry-specific requirements, which aren’t possible with AI platforms.
However, not all human-powered transcription providers have great, or even acceptable levels of security.
Case in point: several years ago, a transcription company in India caused a huge data breach when medical files belonging to 32,000 US patients were indexed by Google (hacked), and that is far from the only case.
Understands Different Accent
Global insurance firms experience a symphony of accents and speech patterns. AI has a known problem with accents, so they’re not ideal for the job.
On the other hand, a trained human transcriptionist can quickly transcribe diverse speech patterns or accents. It may be challenging for those just starting as transcribers, yet experienced ones won’t have much difficulty.
Also, professional transcriptionists can understand cultural context, colloquialisms, regional expressions, and sometimes, even sarcasm, which are some of the things that automated transcription systems can’t currently decipher.
Why Should You Let Ditto Handle Your Transcription Needs?
Choosing Ditto Transcripts as your transcription provider means you’ll have the market’s most affordable and accurate service, with 0% AI and 100% U.S.-based human transcribers. Using our expert services will help improve the insurance claims process and allow you to innovate on your existing strategies.
We offer:
- Accuracy: We don’t just claim it; we guarantee 99% accuracy in every transcription project. All you have to do is focus on creating valuable recordings and we’ll transcribe them flawlessly.
- Human Expertise: Our team doesn’t rely on machine learning. We have experienced transcriptionists who understand the subtlety of multiple speakers, jargon, or niche terms. We’ll create transcripts that reflect the natural flow of your conversation.
- Turnaround Time: We understand your time is money, so we ensure your transcripts are delivered within the agreed-upon timeframe. You can also choose the turnaround time.
- Security: Recordings aren’t created equal; we understand that some may contain sensitive customer data. For that reason, Ditto Transcripts is HIPAA, CJIS, and FINRA compliant. You can sleep well at night knowing that we secure the confidentiality of your content.
- Affordability: We acknowledge that recordings can be highly valuable for insurance companies and that transcribing them can be costly. So, we offer high-quality transcription services that won’t break the bank—we have options to fit any budget without sacrificing quality.
- 24/7 Customer Service: Humans run our customer service process, not chatbots. We take the time to understand your requirements and will gladly assist you with technicalities or answer any questions for a streamlined customer experience.
- Customizability: Our transcription services aren’t just about accuracy and meeting the client’s requirements. Do you need a verbatim transcript that captures every “um” and “uh”? Or do you need a polished version for a blog post? We can modify the transcript to meet your needs and ensure you get exactly what you need to reach your goals.
Ditto’s Human Transcription Is Preferred in The Insurance Industry
Human transcriptions are much more preferred in the insurance industry. If you want to get the full potential of your audio files, insurance transcription services from Ditto Transcripts is the best option. You can benefit from improved efficiency, cost-effectiveness, accessibility, and legal compliance with the highest level of accuracy.
Not convinced? Contact us today for a free trial.
Ditto Transcripts is a Denver, Colorado-based transcription company that provides fast, accurate, and affordable transcription services for businesses of all sizes. Call (720) 287-3710 today for a free quote, and ask about our free five-day trial.