Our Client Care Center uses an advanced tracking system that not only protects your personal information, but is also an amazing tool that is used to find out what kind of issues companies have on a regular basis. This allows us to work
with the carrier to make the necessary corrections or implement a training session with the employees to educate them on how to avoid these issues in the future.
Below is a sample of different types of inquiries received and the average turnaround time.
ID Card Request
4 Hours
Provider Verification
12 Hours
Form Request
2 Hours
Enrollment Form processing
12 Hours
Benefit Summary Request
2 Hours
COBRA Qualifying Event Notices
12 Hours
General Benefit Questions
1 Hour
Basic COBRA Questions
1 Hour
Complex Benefit Questions
24 Hours
Complex COBRA Question
24 Hours
General Claim Questions
24 Hours
Billing Issues
48 Hours
Complex Claim Assistance
24-48 Hours*
Enrollment Changes
12 Hours
Claim Reprocessing
72 Hours **
Provider Look-Up
1 Hour
Eligibility Issues
12 Hours
Employee Packet Request
10 Days
* If Audit is requested, this can take up to one week.
** Sometimes longer depending on the insurance carrier.
