ClaimSecure - Products & Services - Support Services

November 20, 2008


	call centre \| service standards \| help desk

ClaimSecure provides a toll free Customer Response Centre service to our members and providers.

Our agents are bilingual and fully trained on the adjudication system. This includes procedures and policies involved to process claims and handle all types of inquiries for every line of benefits for both plan members and providers. The hours of operation are as follows:

Benefit	Hours	Days	Contact #
Drug	8am – 10pm EST	Mon-Fri	1-800-461-6579 or 1-888-513-4464
	11am – 4pm EST	Saturday	1-800-461-6579 or 1-888-513-4464
Dental & EHC	8am – 8pm EST	Mon – Fri	1-888-513-4464

ClaimSecure monitors the Customer Response Centre activity on a daily basis and runs Queue and Agent reports on a bi-weekly basis to ensure that our service standards are being met or exceeded. Our call queue standard is to answer 80% of calls within 20 seconds. Other key statistics compiled include the average speed of answer; the longest wait time, as well as, the average handling time of calls.