Implementation
Our Commitment
Issue a new Group ID within five business days.
Fully complete implementation within 20 business days.
Current Results
- Average time to issue a new Group ID: 2.6 business days
- Average time to fully complete an implementation: 10.7 business days
Customer Service
Our Commitment
Calls answered in less than 30 seconds.
Email response within four hours.
Current Results
- Average speed to answer: 24.9 seconds
Abandon rate: 3%
Call volume: 58,000 - Average email response time: 4.8 hours Email volume: 63,000
EOI
Our Commitment
We provide our customers with a fast and convenient EOI solution via our online EOI eApp.
Current Results
- First pass yield: 73% final approval/decline decision the first time reviewed by underwriter
- Average pend ratio: 27%
- Average declination ratio: 9%
Claims
Our Commitment
Provide an initial decision of pay, pend or deny within four business days.
Current Results
- 95% of cases processed within four business days