Guarantee Of Service ExcellenceSM
Northeast Delta Dental is committed to providing extraordinary service to all its customers. Accordingly, we have established the region's first comprehensive guarantee program called Guarantee Of Service Excellencesm. We believe that when our people are inspired to pursue excellence in order to achieve a higher level of customer satisfaction, all those who share in Northeast Delta Dental will benefit. To emphasize our commitment, we guarantee these seven major areas of service and reinforce them by our comprehensive group refund policy.
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The Service
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The Guarantee
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The Refund
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1. Smooth Implementation to Northeast Delta Dental
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Successful implementation will be determined by the group through the results of a survey conducted by Northeast Delta Dental.
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The group will be reimbursed the administration fee charged for its second month of service per the contract with Northeast Delta Dental.
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2. Exceptional Customer Service
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Northeast Delta Dental will resolve a telephone inquiry immediately or guarantee an initial update within one business day and notification upon resolution.
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The group will be reimbursed $50 per occurrence.
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3. Quick Processing of Claims
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During the course of a contract year, 90% of a group's accurately completed claim forms will be processed correctly within 15 calendar days.
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The group will be reimbursed the administration fee for its last month of service per the contract with Northeast Delta Dental.
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4. No Inappropriate Billing by Participating Dentists
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Patients will not be charged for more than the appropriate co-payments at the time of service or for any difference between a participating dentist's submitted fee and Northeast Delta Dental's approved amount, as indicated on the Explanation of Benefits form.
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The group will be reimbursed $50 per occurrence.
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5. Accurate and Quick Turnaround of Identification Cards
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A pair of accurate identification cards will be mailed within 15 calendar days upon receipt of a completed enrollment form or request.
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The group will be reimbursed $25 per pair of identification cards.
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6. Timely Employee Booklets
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Standard Northeast Delta Dental Summary Plan Description Booklets and/or Outline of Benefits will be mailed within 15 calendar days of request, finalized benefits change, or receipt of signed contract.
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The group will be reimbursed $50 per occurrence.
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7. Marketing Service Contacts
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Each group will receive at least two Marketing service contacts during a contract term.
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The group will be reimbursed $50 per occurrence.
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Exceptional Service Is Our Guarantee!