| Claims |
Industry
Standard |
Corporate
Goal |
Self-Fund
Medical Achieved |
Voluntary
Products Achieved |
| Turn Around Time |
10 calendar days |
7 calendar days |
4.72 |
1.88 |
| %
Claims Paid within 10 business days |
80% |
85% |
92.0% |
98.1% |
| |
|
|
|
|
| Claims Quality: |
|
|
|
|
| Financial Accuracy |
99% |
99% |
99.6% |
99.3% |
| Claim Payment Accuracy |
does not exist |
95% |
99.1% |
98.9% |
| |
|
|
|
|
| Customer
Service |
|
|
|
|
| |
|
|
|
| Average Speed to Answer |
:30 |
<:20 |
:14 |
:14 |
| %
Answered within :20 seconds |
80% in <:30 seconds |
80% in <:20 seconds |
73.1% |
74.8% |
| Average Talk Time: |
5:00 |
* |
4:10 |
3:33 |
| Abandonment Rate |
<5% |
<1% |
0.9% |
0.9% |
| % answered by a person |
90% |
98% |
98.3% |
94.7% |
| % to Voicemail |
<5% |
<1% |
0.4% |
0.4% |
| Average Time to Abandon |
does not exist |
n/a |
1:59 |
2:14 |
| |
|
|
|
|
| * KEY does not
mandate a corporate goal, but instead monitors calls to assure quality,
accuracy and professional tone/tenor |
| © Copyright
2004 Key Benefit Administrators, Inc. |
|
|
|
|
|
|
|
