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. (continue reading…)
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