For immediate release: May 12, 2011
Contact: Kevin Goddard (802) 371-3244
Berlin, VT – Blue Cross and Blue Shield of Vermont has received national recognition for the content, clarity and design of a key communications document that provides members with information about their claims and benefits.
Dalbar, Inc., a leading third-party evaluator of communications quality for the financial services and health care industries, has awarded BCBSVT’s Explanations of Benefits document its “ Excellent” designation and ranked it fourth out of 37 providers whose EOB’s it reviewed.
“While many insurers treat their Explanation of Benefits statements (EOB's) as a necessary evil, the reality is this communication offers great opportunities to increase customer loyalty and satisfaction," said Kathleen Whalen, managing director at DALBAR.
"Clearly BCBSVT recognizes the importance of this customer touch point, and has transformed it into an understandable and useful consumer tool."
BCBSVT’s improved Explanation of Benefits, deployed in 2010, is a key part of the company’s efforts to make health care easier and more understandable to its members. It is one of a series of improvements the company has made over the past year as part of its TrueBlue Service initiative, which is designed to raise the standard of service performance and provide its members with high quality, personalized service.
DALBAR is one of the nation’s leading financial services market research firms, and performs a variety of ratings and evaluations of practices and communications that are committed to raising the standards of excellence in the financial services and healthcare industries.
Blue Cross and Blue Shield of Vermont is the state’s only Vermont-based health insurer and is the largest private health plan in Vermont. The non-profit company employs more than 340 people and provides health care benefits for more than 150,000 Vermonters. The company offers benefits and services to virtually all Vermont populations through its array of products and through its partner companies, The Vermont Health Plan (TVHP) and Comprehensive Benefits Administrators. More information about Blue Cross and Blue Shield of Vermont is available on the Internet at www.bcbsvt.com Blue Cross and Blue Shield of Vermont is an independent corporation operating under a license with the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans.