Simply Benefits' Approach to Customer Service and Client Feedback

Cindy Danielson

By Cindy Danielson

May 24, 2022

As Canada's newest digital benefits provider, we bring some advantages compared to other long-established carriers and third-party administrators in the marketplace. We believe listening carefully to our clients and responding quickly is paramount. Learn how we put our customers at the core of everything we do. 

4 Client-Focused Strategies

These 4 strategies help us focus on our customers to deliver an exceptional service experience:

1. Listen & Respond to Client Feedback Fast

Chantell Arsenault, a Benefits Advisor with our partner CapriCMW, speaks to her experience providing client feedback to Simply Benefits. She highlights one of the key reason why many Advisors do business with certain carriers, beyond benefits coverage, is receiving great ongoing support.

Advisors recommend a carrier based on their own experience and will only propose them to clients once they  have confidence the provider is a good product, tech and service fit.

 

2. Personalized and Responsive Customer Support

Simply Benefits provides one-stop-support for all health insurance products (even when underwritten by different insurers) with 70% of service tickets resolved at first contact. 

"The way our system is built, really streamlines customer interactions. When you call our Service Team, you will speak with an agent right away," says Martin Holmes, Insurance Operations Leader. Our platform, processes and people are customer-focused and structured in a way that helps us deliver an exceptional customer experience. 

 

3. Claims Reimbursement within 48-Hours 

Claims processing goes hand-in-hand with customer service. Our platform and processes facilitate providing an exceptional service experience with a goal of 48-hour claims turnaround. This means as soon as we receive a claim, we aim to reimburse the employee into their bank account within 48-hours.

 

4. Agile Development Process

To enable us to listen and adapt to client feedback quickly, we follow the Agile software development process. Agile means we use an iterative approach that breaks development tasks into small, bit-sized pieces that enable us to hyper-focus on key tasks for a short period of time. The Agile process, with our two-week development sprints, enable us to receive customer feedback, assess, prioritize and implement in days or weeks vs. months or  years. 

Our Chief Technology Officer, Eric Wein speak to our Development Team and Process:

Summary

As a technology-driven Third Party Payor (TPP), our tech, people and clients are the foundation from which we build, grow and succeed. Simply Benefits is constantly listening, responding and adapting to be better - whether it's our platform or service. Valuable client feedback is integral to continual improvement. Keep the feedback coming!

Ready to Learn More About Simply Benefits?

If you're an employer looking for exceptional customer service and cutting edge digital benefits solutions, contact us and we'll introduce you to one of our Advisor partners.

If you're an Advisor interested in learning how Simply Benefits can help you grow your business and deliver an exceptional customer experience, contact us TODAY!

Contact Us!

Other Helpful Resources

About Simply Benefits

Simply Benefits is Canada's newest fully digital Employee Benefits provider that partners with advisors to deliver group health benefits 100% digitally to Canadian employers. We’re a Third Party Payor (TPP) with a platform that provides three portals to enable Benefits Advisors to manage all client plans online, Employers to efficiently administer employee coverage, and Employees to view, update and use their benefits 24/7 via desktop or smartphone app. We help ENGAGE Employees Anytime, Anywhere, SIMPLIFY the benefits experience, and EVOLVE an Advisors’ benefits business. To learn more, visit our website or connect with us on LinkedIn, Twitter, Facebook, Instagram, and YouTube

Employee Benefits Made Simple. 

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Simply Benefits Inc. (“us”, “we”, or “Simply Benefits”) is committed to privacy and the protection of your information. By using Simply Benefits’s website, mobile and other applications, and related Services made available through the Apple App Store, the Google PLAY Store, or otherwise on the Internet (together, the “Simply Benefits Applications” or “Applications”), you acknowledge that you accept the practices and policies outlined in this Privacy Policy (“Privacy Policy“). Unless otherwise defined herein, capitalized terms shall have the meanings assigned to such terms set forth in the Terms of Service and which incorporate this Privacy Policy by reference.

At Simply Benefits Corp ("Simply Benefits") we are concerned with safeguarding and protecting the privacy of your personal information.

In accordance with Canada's *Personal Information Protection & Electronic Documents Act* ("PIPEDA") we have established policies on how we collect, use and protect any information that you give us when you use our website or services.

What We Collect

Required Regulatory Information

Simply Benefits collects information needed to provide services and meet the regulatory requirements of our industry. When you open an account or sign up for services, we collect personal information which may include but is not limited to the following:

  • Your name and date of birth

  • Contact details

  • Nature of your employment or business

  • Details about your dependents

  • Demographics

  • Other information relevant to the services we provide

Passive Data Collection

We may receive passively-collected information through a variety of methods, including “cookies” to collect information.

What is a cookie?

Cookies are text files containing small amounts of information which are downloaded to your device when you visit a website. Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognizes that cookie. You can get more information about cookies here.

Simply Benefits uses cookies to track and measure site performance and gather analytics on usage. This information is anonymous and is only used by Simply Benefits to measure and improve our site.

When sending e-mail we may use tracking pixels and urls to help us measure open rates for e-mails and link clicks. This tracking information is used internally only to help us provide relevant content and is never shared with any third parties.

Opting Out of Cookies

If you choose, you may set your browser to notify you when you receive a cookie, giving you the chance to decide whether or not to accept it.

Analytics And Marketing

We use analytics tools and other third party technologies, such as Google Analytics, to collect non-personal information in the form of various usage and user metrics when you use our online Sites and/or Services.

We also use online advertising to reach new potential clients and remarketing tools that allow us to target ads to specific groups of people who have previously interacted with WealthBar’s websites.

Google allows individuals to opt out of it’s advertising cookies from its ad settings page.

Google has additional information available about their Remarketing Privacy Guidelines, and Restrictions.

Where do we store it

Simply Benefits may use third parties to store and process data. Simply Benefits will ensure that such third party service providers have significant expertise with data and digital privacy. Simply Benefits will ensure that personal data is stored and transmitted in encrypted format using technology such as SSL. Third party data storage and processing providers may be located in the United States and as a result personal information may be subject to U.S. privacy law which may differ from Canadian privacy law.

How We Use It

The information we collect is used so we can communicate with you, provide benefits and insurance management services, improve our products and services, and meet our regulatory obligations.

We share only the information which is reasonably required in the normal course of business with third parties such as our custodians, securities regulators, auditors, legal counsel, or law enforcement agencies, to enable them to fulfill their obligations to Simply Benefits and our clients. We may also disclose your personal information to third-party service providers, affiliates and agents in order to assist us in providing the services you requested and to fulfil the purposes for which your personal information has been collected. Outside of this we shall not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

How We Protect It

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. In the event that we share your personal information with third-party service providers, affiliates and agents, these parties will be required to adhere to strict confidentiality obligations and practices.

If you have a question, concern or complaint about our privacy policy, please send your comments and your contact details to our Privacy Officer in writing to the following address:

Simply Benefits Corp.

601-460 Doyle Ave,

Kelowna BC

V1Y 0C2

product@simplybenefits.ca

If you believe that any information we have on file for you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.