Tennessee-based Unum Bridges Language Gaps in Employee Benefits

Chattanooga, Tenn.-based Unum, in an effort to serve its Spanish-speaking customers, created customized employee education and enrollment materials, added bilingual call centers and is providing on-claim support.

Unum says its contact centers have seen a dramatic increase in calls to the Spanish line. To help meet the demand, the company recently added a bilingual call center at its Worcester, Mass., location. Contact centers located in Chattanooga, Tenn., Portland, Maine, and Glendale, Calif., currently employ bilingual employees, and Worcester will now play a significant role in the company’s Hispanic initiative.

Unum’s Glendale office will begin processing all new short term and long term disability claims for Spanish-speaking customers.

More than a dozen bilingual benefits specialists with an average of 12 years experience at Unum will implement the initiative.

Source: Unum