Simply Benefits' Approach to Customer Service and Client Feedback
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:
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!
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 providesthree portalsto enable Benefits Advisorsto manage all client plans online,Employersto efficiently administer employee coverage, andEmployeesto view, update and use their benefits 24/7 via desktop or smartphone app. We helpENGAGEEmployees Anytime, Anywhere,SIMPLIFYthe benefits experience, andEVOLVEan Advisors’ benefits business. To learn more, visitour websiteor connect with us onLinkedIn,Twitter,Facebook,Instagram, andYouTube.