Our performance ScorecardAt HumanaDental, service is our passion. In fact, we keep score. Here’s our scorecard of performance standards and results:
|
Specialty Benefits |
Industry |
Claims turnaround
Claims processed within 14 calendar days. HumanaDental calls the member or dentist office for missing information. |
95.8% |
95% |
Financial accuracy
Claims dollars paid correctly. |
99.8% |
99.6% |
Claims automatically adjusted
Claims processed without manual intervention. |
86.0% |
74.0% |
Average speed to answer call
Seconds for associate to respond to a call. |
15.3
seconds |
31.1
seconds |
Call abandon
The percentage of callers who hang up prior to reaching a representative. |
1.4% |
1.7% |
| Dental PPO network turnover rate |
0.03% |
9.8%* |
Industry results: LIMRA/National Association of Dental Plans, 2008
Humana Specialty Benefits 2009 results
*Network industry information: 2009 NADP Network Statistics Report
