Annual Report - Delta Dental Of Minnesota
Annual Report - Delta Dental Of Minnesota
Annual Report - Delta Dental Of Minnesota
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Delivering superior service.<br />
Keeping members happy.<br />
4<br />
At <strong>Delta</strong> <strong>Dental</strong>, it’s personal. Whether it’s answering questions on the first call, paying<br />
claims quickly and accurately, or servicing clients, we give each customer our personal<br />
best. Our numbers speak for themselves.<br />
2012 Service Results<br />
Client Service<br />
Average phone response time (members)<br />
18 seconds<br />
Telephone inquiries resolved on first call 97.09%<br />
Abandoned call rate (members) 1.36%<br />
Claims Processing<br />
Number of paid claims<br />
6.46 million<br />
Average claim turnaround time<br />
1.10 days<br />
Claims paid within 10 business days 99.68%<br />
Our customer satisfaction rate is<br />
97.6%. Members appreciate having<br />
their claims processed quickly and<br />
accurately as well as having their<br />
questions resolved during their first<br />
call to our service team.<br />
Processing Accuracy<br />
Number of correct claims processed /<br />
total number of all claims processed 99.98%<br />
Financial Accuracy<br />
Total amount of claim dollars paid correctly /<br />
total claim dollars paid 99.99%<br />
Not only do our strong service statistics keep our members<br />
happy, they are just one of the reasons nearly 9 out of 10<br />
brokers say we are “better” or “much better” than other quality<br />
dental insurance companies they know. Agents, brokers<br />
and consultants know they can turn to <strong>Delta</strong> <strong>Dental</strong> for<br />
quality products, comprehensive networks and<br />
personalized service.
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