Look for Performance, Not Promises
by Mark Moksnes

In today’s consumer-oriented environment, employees and employers are demanding more than ever from their dental benefits. They want quick and accurate claims turnaround, access to network dentists and self-service online tools, person-to-person customer service, and easy-to-understand plan designs or the flexibility to administer their client’s customized design.
      Service is often the differentiating factor, especially when it comes to retaining clients and protecting your reputation. Service promises come easy. Protect yourself and your client by insisting on proof of consistently excellent performance.
      Require a prospective dental carrier to provide actual service results for the previous two to three years. The strongest indicator of the service your clients will receive is a real business track record, rather than projections. The following service fundamentals will matter most to your clients:
• Claim Turnaround -- Your employers and employees will appreciate a carrier that turns claims around swiftly. Look for an average turnaround of five days or less. Go with a dentist-friendly carrier that accepts claims manually and electronically. It’s the key to prompt claims processing.
• Claim Processing Accuracy -- Work with a carrier that handles claims with an accuracy of at least 99% and is experienced with fully insured and self-insured business.
• Phone Answering Speed -- Your clients and their employees should be able to reach a knowledgeable service representative during business hours in the first 30 seconds of a toll-free call. It’s critical to be able to access live help, which is becoming more difficult with some carriers.
• First Call Resolution -- The vast majority of your customer’s questions or issues should be resolved in one phone call.
      Once you’ve identified carriers that excel at these client service fundamentals, look for service that make your job easier. With small or large clients, your job is much easier when the carrier is with you through the entire sales process providing product recommendations, product information, underwriting guidelines, quoting, and proposal support, analysis of administrative capabilities, and worry-free setup of your new group.
      The most broker-friendly partners serve you in multiple ways, including dental sales experts who are available to serve you toll-free during business hours five days a week and Web tools, which are too often lacking.
      Because of the lower commission dollars for small groups, you don’t want to spend a lot of time figuring out the products, preparing a proposal, or getting involved in group setup. You’ll benefit from a support team that specializes in guiding you through a small group sale accurately and efficiently.
      Many brokers take advantage of Website quoting and proposal generation, which is a must in today’s world. Other brokers request proposals by toll-free phone. The flexibility to do business either way is critical.
      Because of the complexity and customization of most large-group requests, insist on a carrier that gives you direct access to a sales executive with at least 20 years in the health benefit industry. This level of experience is key to ensuring that the carrier truly understands the needs of your large client and can present the carrier’s capabilities clearly in the sales proposal.
You’ll benefit by working with a partner with a full-service proposal team since the proposal represents you as well as the carrier. The sales executive should be your link to this team. You should have a single point of contact, not several, so you can focus on your client relationships rather than navigating the dental company’s internal logistics.
      Once the proposal is delivered and the sale is made, the executive and their team should be available on an ongoing basis for enrollment support and for any additional service needs and for renewal support.

Know What’s Included and Look For the Extras

Be sure you know what’s included in the fee when you are placing your fully insured or self-insured case. It’s critical to know what you get for your administrative dollar, particularly on the self-insured administrative-services only (ASO) side.
      At a minimum, the ASO fee should include the following:
• A dedicated national customer service center
• Claims administration and adjudication
• National provider network access
• Account management
• Professional/utilization review via sophisticated claims system
• Coordination of benefits
• Provider pricing and updating
• Actuarial and risk management services (equivalency rates, incurred but not reported, cost projections)
• Standard employee communication preparation and printing
• Reporting
• Billing via automatic clearing house or paper
      In addition to watching out for hidden fees, discover what extra services are included in the fees since they can increase the value to your client when all other things are equal.
In today’s mobile world, clients appreciate a carrier with an international network of credentialed dentists and 24/7 English-language assistance to help members find a dentist and set up an appointment.
      Seek a dental benefits company that’s active in all major markets and serves a complete range of clients from large employer groups, including Fortune 500 companies, to small businesses, non-profits, and government entities. Also, check the company’s financial ratings. Stick to dental benefit partners that carry at least an A rating from A.M. Best. It’s all about security for your client and for your reputation.
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Mark Moksnes is executive vice president of sales and marketing for Securian Dental plans and DeCare Dental. Securian Dental plans, available in 46 states, are underwritten by Securian Life Insurance Company, rated A+ (Superior – second highest of 16 categories) by A.M. Best, and administered by DeCare Dental Health International LLC. In California, Securian Dental is underwritten by Securian Life Insurance Company, offered through DeCare Dental Insurance Services, LLC and administered by DDHI Administrators LLC. Coverage is offered under policy form series 06-30855 or a state variation thereof. Contact Mark Moksnes at mmoksnes@decare.com or 651-994-5301.