‘Hola y gracias por llamar a Travelers’ (‘Hello and thank you for calling Travelers’)
The Travelers Promise is about helping to take care of our customers, our communities and each other. One way we are able to deliver on our promise is with our Claim Customer Services (CSS) Spanish Translation Unit. This unit was established in 2016 to help connect with our Spanish-speaking customers nationwide.
The team has serviced more than 360,000 calls since their very first call in 2016. The team not only fields calls but they also offer written translation services throughout our Claim Centers, whether that’s text messages, emails, letters, or voicemail transcriptions.
Moises has been a member of the HLADN, Hispanic/Latino & Allies Diversity Network, for five years. Although he was born in Chicago, he considers himself a Floridian as he spent most of his life in Florida.
“I think our perspective as Spanish-speaking employees at Travelers is invaluable to the organization,” Moises said. “Being an active HLADN member has helped me establish connections throughout the organization. When you’re willing to be generous with knowledge sharing, which the DN helps us do, it can help you define opportunities with the company to consider in the future.”
With a career at Travelers, Moises was not only able to use his skills, but was encouraged to. The team recently started joining Claim professionals during virtual visits with Spanish-speaking customers and injured employees.
Taina Cintron, a translator who is also based in Orlando, loves being able to connect with her community and helping others while working. This role provides her the steppingstone to continue learning about the insurance industry.
“I enjoy the community that I serve because I know I am the solution to the language barrier that our internal team faces with the external customer and vice versa,” Taina said. “It’s satisfying helping two people at the same time.”
The Spanish Translation Unit has made explaining forms and next steps in the claim process much easier because it allows customers to see everything in writing.
Effective communication is a huge part of what makes our customers feel secured, respected, and cared for. We encourage you to learn more about our Claim Customer Services Unit.