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Delta Dental's high service levels continued to improve in 2002. Here's a glimpse at some of our 2002 performance statistics:
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We processed significantly more claims while maintaining our speed of payment. Delta Dental processed nearly 2.8 million claims in 2002, an 11.8% increase over 2001. Our claim cycle time averages 8.91 business days. If your dentist submitted electronic claims, which accounted for 41% of all claims last year, the cycle time was even faster: 6.95 business days.
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We answered more calls faster. Customer Service received nearly 924,000 calls, with nearly 660,000 of them handled by Customer Service agents. (The remaining calls were handled by our automated voice response system.) Our Customer Service agents handle an average of more than 86 calls a day, and answer each call in an average of 43.6 seconds.*
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Our quality control remains consistently high. Delta Dental measures performance in several key areas, including clerical accuracy, payment accuracy and dollar accuracy. In each area, we achieved 98.8% accuracy or higher. Our accuracy rate has been 98% or higher on all measures since 1995.
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Our dental network continues to grow. In New Jersey, at year-end 2002, we had 5,989 dentists participating in DeltaPremier, 3,565 dentists participating in Delta's Advantage Program, and 2,872 in the DeltaPreferred Option. In Connecticut, we had 2,310 dentist participating in DeltaPremier, and 982 dentists participating in DeltaPreferred Option.
*You can also get answers to most benefits-related questions online, 24 hours a day, seven days a week, using Delta Dental's online Benefits Connection. Benefits Connection includes detailed, personalized information about your benefits coverage, deductibles, and more. You can even track your claims online and print information about your benefits to take with you to your next dental appointment! (Or, let your dentist know that he or she can also use Benefits Connection to verify your benefits and eligibility!) To register for Benefits Connection, go to www.deltadentalnj.com, click "Subscribers," and then "Register Now" in the Benefits Connection Logon box.
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