SWBC Debuts Portal to Digitize Claims and Boost Financial Inclusion

SAN ANTONIO, TX – January 14, 2026 – SWBC Payment Protection Group has launched an enhanced digital borrower portal, a move poised to significantly modernize the traditionally paper-intensive claims process for payment protection customers. The new platform enables borrowers to file claims and submit all necessary documentation entirely online, featuring full Spanish-language support to improve accessibility for a broader customer base.

This initiative arrives as the financial services and insurance sectors face mounting pressure to digitize. With consumer expectations shaped by the instant, on-demand nature of other industries, the slow, often confusing process of filing an insurance claim has become a critical pain point. SWBC's new portal directly addresses this by offering a self-service solution designed to expedite claim submissions and reduce overall processing time, benefiting borrowers, lenders, and the company's internal operations.

Modernizing a Paper-Laden Process

The insurance industry is in the midst of a profound technological shift, with projected tech spending expected to exceed $255 billion in 2025. The core of this transformation lies in moving away from legacy systems and manual workflows toward automated, intelligent, and customer-centric platforms. Research indicates that digitizing claims can slash processing times by as much as 75% and reduce operational costs by over 30% by minimizing manual errors and streamlining data intake.

SWBC’s portal aligns with this industry-wide push for efficiency. By allowing borrowers to manage their claims electronically, the San Antonio-based firm aims to replace cumbersome paperwork with a streamlined digital workflow. This not only offers convenience for the end-user but also creates significant operational advantages for the financial institutions that partner with SWBC. The platform serves as a modern, self-service option that lenders can provide to their borrowers, strengthening the relationship through transparency and efficiency.

This launch is consistent with SWBC's established track record of digital innovation. The company has previously developed platforms like the AutoPilot client portal for lender-placed insurance and has formed strategic partnerships to integrate AI-driven personalization and streamline auto claims management. The new borrower portal is the latest step in a broader strategy to leverage technology to enhance service delivery.

“These enhancements reflect our ongoing commitment to innovation and customer service,” said Joan Cleveland, President and CEO of SWBC Life Insurance Company and Executive Vice President of SWBC Property and Casualty Insurance Company. “By expanding language support and improving accessibility, we’re ensuring that every financial institution has the tools they need so they and their borrowers can manage their claims confidently.”

Bridging the Language Gap for Financial Equity

A standout feature of the new portal is its comprehensive support for Spanish-speaking customers. The platform offers Spanish-language claim forms that are fully fillable online and can be completed with an e-signature. This move is more than a simple translation; it represents a significant step toward greater financial inclusivity.

The U.S. Hispanic population, which reached 62.5 million in 2021, is not only the nation's largest minority group but also one of its most digitally engaged. Studies show Hispanic consumers have the highest adoption rate of fintech services, at 92%. Furthermore, an overwhelming 78% of this demographic considers multilingual services a critical factor when choosing a financial services company. Trust is paramount, and communicating in a customer's native language is a foundational element in building it.

Historically, language barriers in insurance have created significant obstacles, leading to misunderstandings of policy terms, difficulties during the claims process, and a general distrust of financial institutions. By offering an end-to-end digital claims experience in Spanish, SWBC addresses a crucial market need and helps mitigate the risks associated with inadequate language support, which has even drawn scrutiny from regulatory bodies concerned with fair and equitable practices.

“Offering Spanish-language claim forms is a critical step in making the process more seamless and inclusive,” noted Melissa Piehl, Director of Payment Protection Claims. “These resources enable our team to review and resolve claims more efficiently, benefiting both borrowers and our financial partners.”

Strengthening the Lender-Borrower Relationship

Beyond the direct benefits to borrowers, SWBC's portal is strategically designed to enhance the value proposition for its primary clients: financial institutions. The claims process often occurs during a stressful period for a borrower, such as a job loss or disability. A smooth, transparent, and empathetic experience at this critical touchpoint can dramatically improve customer satisfaction and foster long-term loyalty.

By equipping their financial institution partners with this modern tool, SWBC provides them with a competitive differentiator. In a crowded market, the quality of the customer experience—especially in digital channels—is a key factor in retaining clients. A self-service portal that is efficient, easy to navigate, and accessible to diverse populations reflects positively on the lender that offers it.

This investment in the borrower journey ultimately cycles back to benefit the lending institution. Faster claims processing means quicker resolution for the borrower and the lender’s portfolio. Reduced administrative burden on the lender’s staff frees them to focus on core relationship-building activities. The portal effectively transforms a potential point of friction into an opportunity to reinforce trust and demonstrate a commitment to member and customer welfare. This dual focus on technological prowess and human-centric service may well set a new benchmark for the payment protection industry.