So....from time to time we get complaints about our service. Sometimes, but only sometimes, these complaints are legitimate. Being in business for over 10 years, we have definitely had some growing pains. Starting with one person answering phones and responding to inquiries, processing claims and slowly growing our staff over the years has resulted in us missing phone calls, not responding to inquiries, and frankly not following up on claims processing.
And to be fair, it still happens; but we work on getting better everyday. We pride ourselves on transparency and easy access.
We try not to miss phone calls, or keep our customers on hold. In that regard, we have added staff to answer customer inquiries and implemented a call service to take messages 24 hours a day. We want to give our customers the best chance at getting a live person to speak with about the process. Our business can be a sensitive topic, and leaving voicemails can be frustrating. However, it is still necessary from time to time. We also have a web chat that can be used even when no one is online to answer the inquiries, as well as email, fax and regular mail.