Metrics

At BASIC, we hold ourselves to the highest standard in regard to customer service and satisfaction metrics. We track a wide range of common administration responsibilities to monitor and measure performance and customer satisfaction. We post these key metrics each month for all to see.

April 2017

Phone Calls: 15,983
Phone Call Abandon Rate: 3.04%
FSA & HRA Claims Processed: 37,033
FSA & HRA Claim Accuracy Rate: 99.93%
Average Claim Processing Time: 2.5 days
COBRA Qualifying Events: 5,446
COBRA Initial Notices: 3,115
COBRA Elections: 378
FMLA Events: 2,987
FMLA Claims: 1,995

March 2017

Phone Calls: 20,194
Phone Call Abandon Rate: 1.81%
FSA & HRA Claims Processed: 40,285
FSA & HRA Claim Accuracy Rate: 99.91%
Average Claim Processing Time: 3 day
COBRA Qualifying Events: 6,123
COBRA Initial Notices: 3,680
COBRA Elections: 360
FMLA Events: 3,528
FMLA Claims: 2,275
 

February 2017

Phone Calls: 17,891
Phone Call Abandon Rate: 1.86%
FSA & HRA Claims Processed: 37,015
FSA & HRA Claim Accuracy Rate: 99.94%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,354
COBRA Initial Notices: 3,427
COBRA Elections: 334
FMLA Events: 2,886
FMLA Claims: 1,780
 

January 2017

Phone Calls: 23,941
Phone Call Abandon Rate: 1.57%
FSA & HRA Claims Processed: 40,502
FSA & HRA Claim Accuracy Rate: 99.95%
Average Claim Processing Time: 1.5 day
COBRA Qualifying Events: 5,746
COBRA Initial Notices: 4,030
COBRA Elections: 311
FMLA Events: 3,238
FMLA Claims: 2,082
 

2016 Metrics

Phone Calls: 235,608
Phone Call Abandon Rate: 0.97%
FSA & HRA Claims Processed: 400,129
FSA & HRA Claim Accuracy Rate: 99.94%
Average Claim Processing Time: 2.17 day
COBRA Qualifying Events: 68,390
COBRA Elections: 4,291
FMLA Events: 41,902

 

December 2016

Phone Calls: 19,413
Phone Call Abandon Rate: 0.74%
FSA & HRA Claims Processed: 33,522
FSA & HRA Claim Accuracy Rate: 99.93%
Average Claim Processing Time: 1.5 day
COBRA Qualifying Events: 4,991
COBRA Elections: 327
FMLA Events: 3,305
 

November 2016

Phone Calls: 18,249
Phone Call Abandon Rate: 0.88%
FSA & HRA Claims Processed: 29,614
FSA & HRA Claim Accuracy Rate: 99.96%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 4,357
COBRA Elections: 317
FMLA Events: 3,324
 

October 2016

Phone Calls: 16,673
Phone Call Abandon Rate: 1.03%
FSA & HRA Claims Processed: 27,435
FSA & HRA Claim Accuracy Rate: 99.92%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,691
COBRA Elections: 380
FMLA Events: 3,525

September 2016

Phone Calls: 18,457
Phone Call Abandon Rate: 0.98%
FSA & HRA Claims Processed: 28,345
FSA & HRA Claim Accuracy Rate: 99.87%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,857
COBRA Elections: 328
FMLA Events: 3,395

August 2016

Phone Calls: 18,593
Phone Call Abandon Rate: 1.05%
FSA & HRA Claims Processed: 32,236
FSA & HRA Claim Accuracy Rate: 99.91%
Average Claim Processing Time: 1.5 days
COBRA Qualifying Events: 6,425
COBRA Elections: 472
FMLA Events: 3,854

July 2016

Phone Calls: 17,789
Phone Call Abandon Rate: 1.30%
FSA & HRA Claims Processed: 30,732
FSA & HRA Claim Accuracy Rate: 99.91%
Average Claim Processing Time: 1.5 days
COBRA Qualifying Events: 6,261
COBRA Elections: 534
FMLA Events: 3,019

June 2016

Phone Calls: 19,304
Phone Call Abandon Rate: 0.62%
FSA & HRA Claims Processed: 33,948
FSA & HRA Claim Accuracy Rate: 99.96%
Average Claim Processing Time: 2 days
COBRA Qualifying Events: 7,209
COBRA Elections: 423
FMLA Events: 3,639

May 2016

Phone Calls: 18,401
Phone Call Abandon Rate: 0.51%
FSA & HRA Claims Processed: 31,680
FSA & HRA Claim Accuracy Rate: 99.98%
Average Claim Processing Time: 1.5 days
COBRA Qualifying Events: 5,631
COBRA Elections: 334
FMLA Events: 3,655

April 2016

Phone Calls: 18,675
Phone Call Abandon Rate: 0.73%
FSA & HRA Claims Processed: 38,150
FSA & HRA Claim Accuracy Rate: 99.96%
Average Claim Processing Time: 3.5 days
COBRA Qualifying Events: 5,482
COBRA Elections: 257
FMLA Events: 3,432

March 2016

Phone Calls: 23,745
Phone Call Abandon Rate: 0.96%
FSA & HRA Claims Processed: 44,000
FSA & HRA Claim Accuracy Rate: 99.98%
Average Claim Processing Time: 4.5 days
COBRA Qualifying Events: 5,617
COBRA Elections: 303
FMLA Events: 3,972

February 2016

Phone Calls: 22,133
Phone Call Abandon Rate: 1.10%
FSA & HRA Claims Processed: 34,594
FSA & HRA Claim Accuracy Rate: 99.97%
Average Claim Processing Time: 4 days
COBRA Qualifying Events: 5,592
COBRA Elections: 338
FMLA Events: 3,436

January 2016

Phone Calls: 24,176
Phone Call Abandon Rate: 1.71%
FSA & HRA Claims Processed: 34,369
FSA & HRA Claim Accuracy Rate: 99.97%
Average Claim Processing Time: 3 days
COBRA Qualifying Events: 5,277
COBRA Elections: 278
FMLA Events: 3,346

2015 Metrics

Phone Calls: 243,947
Phone Call Abandon Rate: 1.53%
FSA & HRA Claims Processed: 389,072
FSA & HRA Claim Accuracy Rate: 99.98%
Average Claim Processing Time: 1.2 day
COBRA Qualifying Events: 63,768
COBRA Elections: 3,818
FMLA Events: 35,359

December 2015

Phone Calls: 22,382
Phone Call Abandon Rate: 1.10%
FSA & HRA Claims Processed: 32,961
FSA & HRA Claim Accuracy Rate: 99.97%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 4,635
COBRA Elections: 261
FMLA Events: 3,096

November 2015

Phone Calls: 18,745
Phone Call Abandon Rate: 1.24%
FSA & HRA Claims Processed: 42,791
FSA & HRA Claim Accuracy Rate: 99.97%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 4,398
COBRA Elections: 272
FMLA Events: 2,916

October 2015

Phone Calls: 19,183
Phone Call Abandon Rate: 1.41%
FSA & HRA Claims Processed: 27,366
FSA & HRA Claim Accuracy Rate: 99.96%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,224
COBRA Elections: 287
FMLA Events: 3,135

September 2015

Phone Calls: 18,457
Phone Call Abandon Rate: 0.98%
FSA & HRA Claims Processed: 29,241
FSA & HRA Claim Accuracy Rate: 99.94%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,626
COBRA Elections: 340
FMLA Events: 3,245

August 2015

Phone Calls: 18,797
Phone Call Abandon Rate: 1.07%
FSA & HRA Claims Processed: 28,875
FSA & HRA Claim Accuracy Rate: 99.95%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,556
COBRA Elections: 358
FMLA Events: 2,987

July 2015

Phone Calls: 21,023
Phone Call Abandon Rate: 1.94%
FSA & HRA Claims Processed: 30,387
FSA & HRA Claim Accuracy Rate: 99.94%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 6,164
COBRA Elections: 537
FMLA Events: 4,236

June 2015

Phone Calls: 21,093
Phone Call Abandon Rate: 1.74%
FSA & HRA Claims Processed: 33,170
FSA & HRA Claim Accuracy Rate: 99.97%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 7,469
COBRA Elections: 343
FMLA Events: 3,098

May 2015

Phone Calls: 17,136
Phone Call Abandon Rate: 1.51%
FSA & HRA Claims Processed: 26,269
FSA & HRA Claim Accuracy Rate: 99.97%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,370
COBRA Elections: 342
FMLA Events: 2,568

April 2015

Phone Calls: 20,978
Phone Call Abandon Rate: 1.46%
FSA & HRA Claims Processed: 35,445
FSA & HRA Claim Accuracy Rate: 99.99%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 5,225
COBRA Elections: 350
FMLA Events: 3,206

March 2015

Phone Calls: 22,700
Phone Call Abandon Rate: 2.06%
FSA & HRA Claims Processed: 36,830
FSA & HRA Claim Accuracy Rate: 99.98%
Average Claim Processing Time: 1.5 days
COBRA Qualifying Events: 5,127
COBRA Elections: 244
FMLA Events: 2,957

February 2015

Phone Calls: 20,948
Phone Call Abandon Rate: 1.46%
FSA & HRA Claims Processed: 30,980
FSA & HRA Claim Accuracy Rate: 99.99%
Average Claim Processing Time: 2 days
COBRA Qualifying Events: 4,787
COBRA Elections: 219
FMLA Events: 2,603

January 2015

Phone Calls: 25,827
Phone Call Abandon Rate: 1.96%
FSA & HRA Claims Processed: 33,757
FSA & HRA Claim Accuracy Rate: 99.99%
Average Claim Processing Time: 1.5 days
COBRA Qualifying Events: 4,187
COBRA Elections: 265
FMLA Events: 2,518

2014 Metrics

Phone Calls: 236,395
Phone Call Abandon Rate: .86%
FSA & HRA Claims Processed: 361,030
FSA & HRA Claim Accuracy Rate: 99.98%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 55,475
COBRA Elections: 3,342
FMLA Events: 29,268

2013 Metrics

Phone Calls: 222,539
Phone Call Abandon Rate: 0.79%
FSA & HRA Claims Processed: 325,173
FSA & HRA Claim Accuracy Rate: 99.96%
Average Claim Processing Time: 1 day
COBRA Qualifying Events: 48,561
COBRA Elections: 3,728
FMLA Events: 24,486

2012 Metrics

Phone Calls: 216,809
Phone Call Abandon Rate: 0.90%
FSA & HRA Claims Processed: 307,603
FSA & HRA Claim Accuracy Rate: 99.93%
Average Claim Processing Time: 1.4 days
COBRA Qualifying Events: 46,638
COBRA Elections: 3,448
FMLA Events: 21,525

 

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