Responsive & Convenient

• Toll-free access for participants – our representatives possess Texas Group I insurance licenses. Toll-free access is set up and specific to the carrier and/or the employer – multiple numbers can be implemented (i.e. New business and Customer Service could be separated, or, if feasible, a large national account can be assigned a unique number for their participants only)
• Participants who call the toll-free lines will speak with a representative without the inconvenience of a complicated menu of options.
• “Annual Statement” communication provides participants with details regarding their coverage(s) – ensures communication with participants and prompts a review of their needs.
• Document imaging with online storage and availability to all representatives for access while speaking with participants: reduces call-back requirements and provides the customer with complete service on the first call.
• SSNs are not used on any external communication – an assigned certificate or policy number is used in its place.
• Online resources available, including participant access to secured area for viewing account information and to submit changes online.
• Policy / certificate holder disbursement processing – i.e. partial withdrawals, policy loans, premium refunds, etc.
• Participant satisfaction feedback facilities used: online forms, customer service dedicated email address with definite response, customer satisfaction surveys distributed to randomly selected applicants/participants throughout the application process and on into the customer service area.