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Delta Dental processed a record number of claims, while continuing to maintain excellent service levels in 2003, according to the company's 2003 Operations and Customer Service Reports. Here is a glimpse at some of our 2003 statistics:
Number of claims processed
Nearly 3 million (nearly 4% more than last year)
Average claim cycle time
9.1 business days (7.51 business days for electronic claims)
Customer Service call volume
Nearly 892,000 calls
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634,000 handled by Customer Service agents
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258,000 handled by automated voice response system
Despite growth in claims and the number of subscribers, call volume is down 3.5%. A growing number of subscribers and dentists use Delta Dental's Internet site for answers to their benefits, eligibility and claims questions.
Accuracy rates
Key accuracy measures--clerical accuracy, payment accuracy and dollar accuracy--all 99% or higher
Dental network size-New Jersey
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6,076 DeltaPremier participating dental office locations
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3,712 Delta's Advantage Program dental office locations
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3,023 DeltaPreferred Option dental office locations
Dental network size-Connecticut
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2,416 DeltaPremier participating dental office locations
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1,077 DeltaPreferred Option dental office locations
Dental network growth-New Jersey
Added:
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511 DeltaPremier office locations
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394 Delta's Advantage Program office locations
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369 DeltaPreferred Option office locations
Dental network growth-Connecticut
Added:
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