We strive to –
Every year our strategic business plan includes setting customer relations goals. We monitor our results regularly to make certain we are delivering the best service possible.
Customer Service Goals | Results | |
Average speed to answer (in seconds) | Less than 20 seconds | 22 seconds |
Percent of abandoned calls | Less than 3% | 1.99% |
Accuracy and completeness of responses | 99% | 98.91% |
Enrollment Goals | Results | |
Keying accuracy | 99% | 98.34% |
Days to mail new group ID cards | 5 days | Less than 1 day |
Average days to key enrollment changes | 7 business days | Less than 3 business days |
Claim Processing Goals | Results | |
Non-investigated claims paid in 30 days | 100% | 99.71% |
Investigated claims paid in 60 Days | 100% | 99.43% |
Financial accuracy | 99% | 99.86% |
Attribute accuracy | 97% | 99.56% |