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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|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|
|First contact closure rate:||94.4%|