Service Philosophy
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.
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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% |
