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Over the past years, as the level and affordability of technology has increased, we have made several investments in order to better serve you, our clients. In October 2009, we installed a new telephone system that allows us to maintain long-term electronic logs of our phone conversations and voicemail messages. Insurers have been doing this for years in order to ensure quality and accuracy. Unfortunately, the conversations with some insurers and the majority of other benefit providers are NOT recorded. This can make it very difficult to reference past calls in order to resolve a problem.

Since installation, these logs have come in handy a number of times in reminding insurers of past conversations and in quickly resolving client problems. We think that this investment in technology will continue to help us protect both you, our clients, and ourselves as we go forward.

If you have any comments or concerns regarding this process, that you would like to share with us, please let us know.