Customer Service

Average time (in seconds) for connection of a phone inquiry to a Benefit Advisor

15

Phone inquiries resolved on first contact by a Benefit Advisor

99.6%

Written inquiries resolved within 5 calendar days

99%

Claims Processing

Average claim turnaround in calendar days

4

Processing Accuracy

Financial accuracy (the total amount of claim dollars paid correctly divided by the total claim dollars paid)

99%

Claim accuracy (the number of correct claims processed divided by the total number of all claims processed)

99%

Enrollment Processing

Average number of work days to update eligibility once complete information is received

3

Average number of work days to produce ID card and return to customer with 98.5% accuracy

4

Patient Satisfaction

Percent of patients satisfied or very satisfied With quality of care from Delta Dental Premier dentists
Note: Only one percent of patients said they were dissatisfied with the quality of care. The remainder were neutral or said they didn't know if they were satisfied or not.

95%

Percent of patients satisfied or very satisfied with their Delta Dental Premier dental plan
Note: Only five percent of patients said they were dissatisfied with their plan. The remaining 9 percent gave a neutral response.

86%