Commentary: Insurance can be complicated. But great customer service should be simple: fast, accurate and there when you need it. Courteous and compassionate shouldn’t be too much to ask, too.
As an employer, you have high service expectations — and so do your employees. Is the company you rely on to provide their benefits delivering on its promise? Here’s a checklist of key service points to help you identify whether your workers are getting what they pay for when it comes to service:
- A convenient way to pay their premiums. Your employees probably pay for most of their workplace benefits through payroll deduction. But if they leave their job and want to keep your coverage, can the insurance company easily switch gears so they can pay individually? If they’re paying premiums directly, they also should have choices of how often to be billed and whether to write a check or have the payment automatically deducted from a bank account.
- People who speak their language. The people who answer the phone should be able to answer your employees’ questions accurately and in plain English they can understand — or in Spanish if they prefer.
- Quick, easy claims processing. Your employees should be able to file claims quickly and easily when and how they want: online, over the phone or by mail. They should even be able to speed up a claim payment by overnight delivery for an additional cost. Many companies pay claims in one day, but check the fine print to see which types of coverage qualify for this service.
- Proactive communication about your claim. If you’re getting top-notch service, your employees should expect an automated telephone notification when the company receives their claim and another call when it’s been processed.
- 24/7 access to information. Employees should be able to access claim status information, make simple service requests, get service forms and email service questions to your benefits provider when it’s convenient for them. They also should have 24-hour access to automated information by phone so they can check claim status, order service forms, change their address or telephone number or file a wellness claim.
As you’ve probably experienced from your own business, great service can make or break a customer relationship. Your employee benefits are a significant investment, so be sure you — and your employees — are getting the service you deserve.
Deb Rasmussen, FLMI, CLU, ChFC, is vice president, voluntary benefits claims, for
