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April 23, 2024

DELTA DENTAL PLAN OF ILLINOIS RECEIVES HIGH MARKS FROM ENROLLEES

January 30, 2004 - LISLE, Ill. Ninety-two percent of Delta Dental Plan of Illinois'(DDPIL) enrollees are satisfied with their Delta Dental plan according to those who responded to a recent survey.

The annual survey, conducted by Scantron for Delta Dental Plan of Illinois, asks subscribers to rate their satisfaction with DDPIL's products, service, claims processing, choice of dentists and quality of care they receive.

"At Delta Dental Plan of Illinois, we are committed to being the health care industry leader in providing exceptional service to our group purchasers, dentists, enrollees and their families through our dental products," said Dr. Robert E. Dennison, President and Chief Executive Officer of DDPIL. "As part of this commitment, we make every effort to ensure that our subscribers receive the best possible dental care and superior customer service. This survey is a great way for us to receive feedback from thousands of our enrollees, and the results this year show that we are meeting our commitment."

Ninety percent of the survey respondents are satisfied with the choice of Delta Dental participating dentists and 97 percent are satisfied with the quality of dental treatment they received from Delta Dental participating dentist.

The following are highlights of other survey results:

  • Ninety percent would recommend DDPIL to family and friends.
  • Ninety-four percent are satisfied with how quickly DDPIL paid their claim.
  • Ninety-two percent are satisfied with how accurately DDPIL paid their claim.
  • Ninety-three percent said that when they called DDPIL, they were satisfied with the professionalism of the customer service representative.
  • Ninety seven percent are satisfied with the professionalism of the network dentist and his or her staff.

DDPIL has surveyed its subscribers annually for the last decade to measure the company's effectiveness and to look for ways to improve its programs and services.

The company recently added its dental HMO product, DeltaCare, to the fully integrated, state-of-the-art system it uses for the management of its fee-for-service products. The transition allows DDPIL to not only maximize the existing system functionality, but also improve its ability to provide the exceptional service its clients and their employees have come to expect. DDPIL's benefits management system provides comprehensive dental administration, including claim processing, eligibility, billing, rating, dentist credentialing, and utilization and financial reporting.

It also enables DDPIL to deliver world-class service. In 2003, more than 98 percent of calls were resolved on the first inquiry, the average time to reach a customer service representative was nine seconds, the abandonment rate was 0.65 percent, and the average claim turnaround time was less than three days.

DDPIL is a not-for-profit dental service corporation specializing in providing comprehensive, easy-to-use and cost-effective benefits to over one million employees and family members in more than 3,000 employee groups throughout Illinois. Based in Lisle, Ill., DDPIL offers an array of extensive nationwide network-based managed fee-for-service, PPO and dental HMO plans.