The Group Insurance Trust has always made a priority of providing CalCPA  members the first-class service that they deserve. This goal is expressed in the quality benefit plans offered by the Trust, the range of choices, and the customer service that supports the use of those plans on a daily basis. Aiming to enhance this experience even further, the Trust has recently contracted with Banyan Administrators, LLC, to handle the administrative services formerly provided by Seabury & Smith.

About this Change
Susan Young, executive director of the Group Insurance Trust commented,

In light of Seabury’s long service to the Trust, deciding to move our account wasn’t easy. However, in seeking the best possible service for our members, we wanted to take advantage of Banyan’s skills.

Starting November 1, 2009, Banyan will be responsible for the following:

  • Customer service
  • Billing
  • Payment processing
  • Record-keeping
  • Marketing support
  • Receiving and accounting for participant contributions
  • Maintaining records of eligible participants
  • Preparing financial reports for GIT staff and trustees
  • Banyan will also process all enrollment and change applications
  • Maintain an interface with Anthem Blue Cross
  • Help new firms and new employees set up their accounts, and manage employee eligibility

For many ProtectPlus members, of course, the primary and often the only point of contact with the plan administrator is when they call or email with a question. Banyan brings to this customer service role a history of serving 220 organizations and group plans beginning in 1994, including other MEWAs (Multiple Employer Welfare Arrangements) in its home state of Pennsylvania that have similar needs and concerns as the Group Insurance Trust. Scott Fair, executive vice president of Banyan, is very clear about “how important customer service interactions are in presenting the face of an organization.”

Banyan Customer Service Center
The Banyan customer service center is staffed by Banyan representatives—all  are licensed brokers—who are there to answer your questions whether by phone or email. Moving all these services to a higher level, Banyan brings with it a high degree of technological sophistication, so that relevant information will be more quickly and easily accessible. For a benefits  administrator this can mean resolving an eligibility issue online, and for Trust staff, the ability to monitor plan performance more closely.

More Advanced Technology
“Banyan has the ability to track data and follow member questions in a way  that ensures questions and concerns are resolved in a timely fashion,” says Judy Graziani, director of marketing. “Additionally, the Banyan customer service system can quickly identify a returning caller, access historical case notes, and provide prompt assistance whether for a new or existing service inquiry. No more need to provide annoying repetition of the details of an on-going issue.”

Judy Graziani notes,

Another great feature of the Banyan system is that it gathers data on issues that arise frequently. This information will allow the Trust to make more informed decisions regarding plan benefits and service issues.

Improved Services
Fair emphasizes a number of new and/or improved services that will be implemented over the coming months including “both online, multi-media presentations and mailings to help members understand their choices.” Stressing his firm’s technical capacities, he also mentions that they will  be creating more online capabilities.

For instance, Banyan will be introducing web services that allow a benefits manager to access and update the firm’s account, and firms will even have the ability to transfer some of these responsibilities to individual employees if it so desires. As an added benefit to human resource departments, Banyan has contracted with the Bureau of National Affairs to make available a host of online reference and legal materials to participating ProtectPlus firms at no extra charge.

Starting November 2
You can contact Banyan Administrators with any questions regarding eligibility, billing, or customer service issues. In addition, Banyan Administrators customer service representatives will be available to answer any questions;

Customer Service: (877) 480-7923
Fax (877) 237-4519, or
Email: cpaprotectplus@banyan-llc.com.

Mailing Address:
Banyan Administrators, LLC, Program Manager for the CalCPA ProtectPlus Programs
1215 Manor Drive, Suite 200,
Mechanicsburg , PA 17055.

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