At a time when employees are expected to become more engaged health care consumers and take ownership of their health and their health care, Humana’s BHCG-dedicated service unit is a valuable asset. It is reassuring for employers and their brokers to know the unit stands ready to assist employees with exemplary customer service.

A big assist with problem solving
Susanna Solberg has served as a customer service representative for the full-service insurance brokerage firm, Diversified Insurance Services, since 2002. She has daily contact with Diversified’s employer clients and their employees, handling a variety of health care claims and benefits issues. Generally, clients and their employees contact Diversified first when they have issues. Diversified staff then contacts the appropriate claims payer as necessary.

Solberg and Diversified’s other client services representatives have an up close view of the customer service provided by numerous insurance carriers and third party payers. According to Solberg, Humana’s BHCG-dedicated unit provides first rate customer service.

Why does Solberg give Humana such high marks? “I am totally amazed by their service. Anyone you talk to will solve your problem. If they can’t answer the question immediately, they will either get another staff person on the call to address your question or call you back when they say they will call you back. They go above and beyond the call of duty,” she says.

Getting the thumbs up from employees
Poly Vinyl Company, a manufacturer of custom plastic extrusions with 106 employees is located in Sheboygan Falls. Poly Vinyl has been fully-insured with Humana since January 1, 2009. Jodi Lynn Spindler, Poly Vinyl’s human resources manager, has been extremely impressed with the customer service provided to her and Poly Vinyl’s employees by Humana’s BHCG-dedicated unit.

During last year’s open enrollment meetings, Spindler was inundated with positive comments from employees about Humana. She heard comments such as, “Their customer service is wonderful, the best”; “Not only did they answer my question, they fixed the problem while I was on the phone”; and “I talked with someone who really knew what they were talking about.”

“I have been with Poly Vinyl for 20 years and in my current position for the past five years. This was the first year since I have been involved with benefits that I did not have one single complaint about our health insurance carrier,” says Spindler.

“We operate on a 24-hour production schedule. I was very impressed that their customer service representatives made themselves available on site to accommodate all our employees’ work schedules and meet with them one-on-one if asked. Personally, I will receive e-mails to my inquiries at night and on weekends,” adds Spindler.

“There is just something empathetic about this group. They have a caring and nurturing way about them,” concludes Spindler, speaking of Humana’s customer service staff.

While many other organizations have cut back on hands-on customer service, the Humana’s BHCG-dedicated service unit delivers on employer and employee expectations. Their high-level of service is a valuable tool for increasing benefits understanding and satisfaction.

Return to The Catalyst