Update on our service levels during the COVID-19 pandemic

Supporting your clients and their plan members is more important than ever during the ongoing COVID-19 pandemic

So, we’re providing an update on our service levels.

We acted quickly to ensure there were no disruptions in service – most of our staff were working remotely from home and fully functional within a few days. We’ve reallocated resources from functions where volumes are down, such as dental claims, to those experiencing higher volumes. We also created a separate queue for COVID-19-related STD claims.

As a result, we’ve been able to maintain the industry-leading service levels you have come to expect from us, and our turnaround times continue to be well within our targets.

Here’s a summary of what you and your clients can currently expect in terms of average turnaround times:

Service category	Average Turnaround Time (as of April 26^th)
Customer Care Centre wait times	89% of calls answered within 20 seconds
Responses to emails to our Service Team	Within 24 hours
Health claims	2 days
Dental claims	2 days
Life claims	1 day
STD claims	4 days
LTD claims	4 days
Plan member updates	2 days
New customer implementations	16 days
COVID-19-related plan amendments	4 days
Other plan amendments	8 days
Quotes	2 days ahead of deadline

We will closely monitor the situation and continue to adapt to ensure we maintain our service levels. And we will do our best to resolve any service issues that arise as quickly as possible.

Please feel free to contact your Group Account Executive or myFlex Sales Manager and let us know how we’re doing.