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.
2017 Metrics
Phone Calls: 212,374
Phone Call Abandon Rate: 1.76%
FSA & HRA Claims Processed: 414,314
FSA & HRA Claim Accuracy Rate: 99.96%
Average Claim Processing Time: 1.71 days
COBRA Qualifying Events: 73,373
COBRA Initial Notices: 43,038
COBRA Elections: 4,341
FMLA Events: 39,657
FMLA Claims: 25,187
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
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
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
June 2018
Phone Calls: 17,765
Phone Call Abandon Rate: 1.53%
FSA & HRA Claims Processed: 35,865
FSA & HRA Claim Accuracy Rate: 99.95%
Average Claim Processing Time: 2.0 days
COBRA Qualifying Events: 7,904
COBRA Initial Notices: 2,774
COBRA Elections: 438
FMLA Events: 4,444
FMLA Claims: 2,211
May 2018
Phone Calls: 17,789
Phone Call Abandon Rate: 1.57%
FSA & HRA Claims Processed: 37,557
FSA & HRA Claim Accuracy Rate: 99.95%
Average Claim Processing Time: 1.0 day
COBRA Qualifying Events: 8,145
COBRA Initial Notices:
COBRA Elections: 416
FMLA Events: 3,418
FMLA Claims: 2,338
April 2018
Phone Calls: 17,488
Phone Call Abandon Rate: 1.87%
FSA & HRA Claims Processed: 41,525
FSA & HRA Claim Accuracy Rate: 99.84%
Average Claim Processing Time: 3.0 days
COBRA Qualifying Events: 7,287
COBRA Initial Notices: 3,300
COBRA Elections: 338
FMLA Events: 3,626
FMLA Claims: 2,,60
March 2018
Phone Calls: 19,030
Phone Call Abandon Rate: 2.04%
FSA & HRA Claims Processed: 49,823
FSA & HRA Claim Accuracy Rate: 99.95%
Average Claim Processing Time: 4.0 days
COBRA Qualifying Events: 7,156
COBRA Initial Notices: 5,978
COBRA Elections: 425
FMLA Events: 4,150
FMLA Claims: 2,663
February 2018
Phone Calls: 17,577
Phone Call Abandon Rate: 2.57%
FSA & HRA Claims Processed: 36,182
FSA & HRA Claim Accuracy Rate: 99.98%
Average Claim Processing Time: 5.0 days
COBRA Qualifying Events: 5,935
COBRA Initial Notices: 4,405
COBRA Elections: 349
FMLA Events: 3,545
FMLA Claims: 2,128
January 2018
Phone Calls: 23,203
Phone Call Abandon Rate: 4.44%
FSA & HRA Claims Processed: 39,829
FSA & HRA Claim Accuracy Rate: 99.97%
Average Claim Processing Time: 5.0 days
COBRA Qualifying Events: 6,601
COBRA Initial Notices: 2,944
COBRA Elections: 360
FMLA Events: 3,889
FMLA Claims: 2,163
