Case Study #1 – The Dual Challenge of Employee Satisfaction and Claims Cost Management

Problem:
A firm was seeing increased cost and experiencing poor service from its’ current carrier. Employees were increasingly frustrated as service deteriorated.

Solution:
Frenkel Benefits took the account over and assigned our Help Desk to work directly with each employee to obtain resolution. We also facilitated a carrier account team reassignment

Next, Frenkel conducted an analysis of the plan data and recommended the plan be marketed to improve the provider network, obtain better discounts, and increase service levels. This marketing resulted in a change to a new carrier with a national provider network and seasoned account management team.

Our communication department rebranded all communications and announced the new plan over a 4 month period. Frenkel account service personnel traveled to each location of the group to educate employees on the new plan as well as additional services now available through Frenkel. After the enrollment, Frenkel facilitated follow up surveys as well as call tracking reports to the benefits help desk to make sure employees were satisfied with the plan and issues were being resolved timely.

Result:

The larger provider network increased employee satisfaction and reduced claims cost (second year claims costs were virtually flat with year one costs).

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