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.
- 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%