Our customer service team provides a dedicated toll-free number for insureds and providers to determine eligibility and benefits, check status of claims, assist with questions regarding benefits and policy provisions, assist with missed premium questions, direct payments and COBRA.
Customer service representatives are available to offer assistance to insureds and providers seven days a week, 365 days a year. Bilingual customer service representatives are also available.
The hours of operation are:
Monday - Friday
6:00 a.m. to 7:00 p.m.
Weekends and Official Holidays
9:00 a.m. to 12:00 p.m.
6:00 a.m. to 6:00 p.m.
The customer service team is dedicated to providing high-quality customer care. They understand that if employees have a positive experience when they call with questions regarding their benefits, processing of their claims or just the status of claims, then employees will have a greater overall satisfaction with their benefits program.
Customer service representatives are specifically trained to answer questions regarding their benefit plans. These representatives do not have any quotas for call volume or restrictions on the maximum amount of time per call. They are trained to spend whatever amount of time it takes to assist the caller. The goal of the customer service representative is to make the insured feel confident that the answers they receive are accurate and they have a better understanding of their benefits program.