Member Promise
Providing excellent customer service is a company-wide goal at Quartz.
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Quartz's Customer Relations Results (Year-to-Date 2019)
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 | 23 seconds |
| Percent of abandoned calls | Less than 3% | 1.76% |
| Accuracy and completeness of responses | 99% | 97.28% |
| | Enrollment Goals | Results |
| Keying accuracy | 99% | 97.64% |
| 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% | 99.70% |
| Investigated claims paid in 60 Days | 100% | 99.80% |
| Financial accuracy | 99% | 99.65% |
| Attribute accuracy | 97% | 99.52% |
