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 26th)
|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.