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On June 3, we will be upgrading our benefits administration system. As part of this upgrade, the employer portal will be updated, and new user registrations will not be available until June 3. Please visit our upgrade resources and FAQs to learn more. |
| Current Location: | Home > Performance Results |
May 19, 2026
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| Customer Service | ||
| Average telephone answer time to live agent/CSR (in seconds) | 10 | |
|---|---|---|
| Telephone inquiries resolved on first call by CSR | 99.2% | |
| Abandoned call rate | 1.4% | |
| Claims Processing | ||
Number of paid claims | 2,645,668 | |
| Auto-adjudication rate | 86% | |
| Average claim turnaround (in work days) | 1.4 | |
| Claims paid within 15 calendar days | 99.5% | |
| Claims paid within 30 calendar days | 99.9% | |
| Processing Accuracy | ||
| Percent of claims processed correctly | 99.5% | |
| Financial Accuracy | ||
| Percent of claim dollars paid correctly | 99% | |