Covéa Introduces Language Support Service

Covéa Insurance has partnered with DA Languages to support non-English speaking customers and those with limited ability to communicate in English, ensuring that language barriers are removed to allow access to insurance products and services. Through this partnership, customers are connected to a three-way call with an interpreter to facilitate telephone conversations with Covéa.

To use the service customers simply let Covéa know at the start of a call that they require an interpreter and the language needed and an interpreter will be connected within 60 seconds to help.

“Putting customers at the heart of what we do is fundamental to our business which means building products, processes and services around customers’ needs,” said Vicki Heslop, Director of Customer Experience at Covéa Insurance.  “Supporting customers with vulnerabilities is a core part of this involving extensive training for our people, changing wording in our communications and policies and removing potential barriers by providing additional services such as translation and access to sign language support.”

Matthew Taylor, Managing Director at DA Languages, commented: “At DA Languages, we understand the need for straightforward communication. Our company is built on the belief that everyone should be able to access essential services, no matter the language they speak. We’re delighted to be supporting Covéa Insurance and its customers to break down language barriers and ensure smooth communication.”

DA Languages is a language service provider that has been supporting thousands of limited and non-English speakers (including BSL) in the UK to access essential services for over twenty years. Covering over 450 languages and dialects, DA Languages’ aim is to reduce language barriers with remote (telephone and video) interpreting, face-to-face interpreting and written translation.

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About Covéa Insurance

Covéa Insurance Plc is the UK underwriting business of leading French mutual insurance group Covéa (which includes the global reinsurer PartnerRe since July 2022). 

Covéa Insurance looks after the insurance needs of UK customers, across a range of product lines; delivering financial reassurance through its Standard & Poor’s ‘AA- stable’ rating, as a guaranteed subsidiary of Covéa.  

Covéa Insurance has a strong people and service ethos and holds ServiceMark accreditation with Distinction for its Personal Lines operation and its Commercial & HNW Claims teams, as well as Chartered Insurer status for its Commercial business. Covéa Insurance is signatory to the HM Treasury Women in Finance Charter and the insurance Inclusivity Pledge and has been named one of the top 75 employers in West Yorkshire & the Humber. In 2022 Covéa Insurance was named Insurer of the Year at the British Claims Awards and Personal Lines Insurer of the Year at the Insurance Times Awards.