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Delta Dental continued to maintain excellent service levels in 2004, according to the company's 2004 Operations and Customer Service Reports. Here is a snapshot of some of our 2004 statistics:
Total number of claims
2.89 million
Number of electronic claims
1.33 million (46.2% of all claims)
Number of claims filed online through Benefits Connection
35,600 (average 3,000 per month)
Average claims turnaround time
7.4 business days
99.9% processed within 30 days
Accuracy rates
Key accuracy measures (clerical accuracy, payment accuracy and dollar accuracy): 99% or higher
Call Center statistics
Average speed of answer: 30 seconds
Calls answered within 20 seconds: 67%
Abandon rate: 1.3%
Correspondence
Responses sent within 15 days: 98%
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