Our Commitment to the Customer
- Starts with being hands-on. We don’t contract with a third-party call center
service, and we don’t have one massive call center at corporate headquarters.
Our customer service centers are located in communities across our service
area.
-
Includes investing in the technology, personnel and training to make the
customer service experience simple, convenient and tailored to our members’
personal needs.
-
Shows that we understand our role is more than handling insurance claims.
Our philosophy is to serve as a resource that provides members with all the
information needed to get the most from their benefit plans and to be as
healthy as possible.
Our Performance
|
|
Inquiry accuracy:
|
99.5% |
|
|
Claims timeliness:
|
98.1% (non-investigated in 14 days) |
|
|
Claims processing accuracy:
|
99.5% |
|
|
Claims financial accuracy:
|
99.5% |
|
|
Average speed of answer:
|
29 seconds |
|
|
Abandonment rate:
|
2.19% |
|
|
First contact closure rate:
|
94.4% |
|
