CLAIRE-IFICATION

IA&B Vice President - Advocacy Claire Pantaloni, CIC, CISR

Are you a member with a question? Contact Claire to find the answer at 800-998-9644, ext. 604 or ClaireP@IABforME.com.

QUESTION:

Some of our insureds don’t speak fluent English. Is a POA necessary to discuss policies with their adult children?

ANSWER:

Good question. Whether you’re trying to be branded as a multi-cultural agency or occasionally run into a non-English-speaking customer, this question is definitely relevant. As insurance professionals, we all know that insurance is arguably a language unto itself, and when there is a language barrier, the potential for misunderstanding is compounded. Using an interpreter as a liaison between the agent and the customer certainly helps ensure both that the customer understands the questions and that the responses conveyed back to you are accurate.

Regarding the document itself, one of IA&B’s online E&O prevention resources discusses non-English-speaking clients, and provides some guidance surrounding the use of translation or interpretation services, be it by a family member, friend, or an outside service provider. In your case, having the insured sign a translation agreement (see the template provided on our website) should be an appropriate substitute. Always remember that the application and other policy documents themselves should all be signed by the insured. The translation agreement is not a Power of Attorney (POA), and the translator/interpreter should not be the one completing the application or signing any documents.

Finally, you may want to keep the contact information for the family member or friend who is acting as a translator or interpreter, should a need arise to contact the customer at a later date.

This document is not a legal opinion and should not be relied upon as such. The intent of this document is to provide a general background regarding the topic or topics discussed, not to provide legal advice. Producers and agencies should consult an attorney regarding specific situations and specific questions with respect to the topic or topics covered in this document. Neither the Insurance Agents & Brokers nor any of its employees shall be responsible for any errors or omissions regarding any statements made in this document, nor any errors or omissions regarding any statutes, regulations, court rules, and/or any other government documents cited in this document.