Service Standards

Beacon Benefit Consulting uses performance based service standards to clarify our responsibilities and differentiate us from our competitors. Performance Standards provide our employees and clients with:

• Documented accountabilities.
• A quantifiable measurement and evaluation tool.
• An objective method for us to use to evaluate and improve our performance.

At Beacon Benefit Consulting, we want to be more than "the insurance group". To do that we must strive to distinguish ourselves by providing you with unparalleled service, and the resources and service you need to get the job done.

As a pledge of our commitment to our employer group clients we will:

• Maintain a respectful and positive attitude at all times when interacting with your group benefit manager and employees.
• Maintain in strict confidentiality all nonpublic information that is disclosed in information we receive on applications and other forms, except when required or permitted by law or consent.
• Review quotes for accuracy. Our internal objective is to achieve a 95 % accuracy rate.
• Follow-up with each carrier to ensure the highest possible response rate after the request has been sent to the carrier.
• Gather supplies for group enrollments/reenrollments.
• Review enrollment applications for completeness and collect any missing information.
• Provide change forms, directories and other related materials upon request to the client for use for use with new hires.
• Facilitate regular service calls and/or visits with the groups employee benefit representative as per our internal standards, which vary based on group size to answer questions, assist in premium reconciliation, staff training, enrollment meetings, etc.
• Assist with claim inquiries, denied claims, and benefit interpretations.
• Maintain ongoing dialogue throughout the year to evaluate new plan options.
• 120 days prior to your renewal we will review your experiences and finalize plans to facilitate the annual review of your Employee Benefit Programs, costs and objectives.
• Conduct a Request for Proposal of competitive plans at least annually to evaluate your options.

Support

Some brokers are highly skilled salespersons and are good at closing a presentation with a new prospective client. But our experience has shown us that while closing a new client or retaining a current client is critical that we will not succeed if we are not service oriented.

At Beacon Benefit Consulting, we believe that the real test begins after a broker, carrier, and plan have been chosen and the enrollment meetings are completed, which is why we assign our Employer Groups a dedicated Account Service Representative. This helps you to know who to call when you have questions regarding an enrollment, termination, policy interpretation, or claims issue.

The Account Service Representative has written accountabilities, which include performance requirements.  To that end, he or she will: 

• Assist you in resolving administrative issues, billing discrepancies, contract interpretation, or claim problems between the employer and your respective carrier(s).
• Research and respond to all claims or benefit inquiries promptly.
• Develop a service schedule and talk with or meet on site with your designated representative.
• If an inquiry falls outside of his/her scope of experience, the Account Service Representative can provide you with the name and telephone number for a specialist in the area of need.