Dental Utilization and TruAssure 2022 Service Snapshot
Dental utilization continues to climb. In 2021, TruAssure’s book of business management reports showed that members were returning to the dentist after a decline in 2020 due to the pandemic. The American Dental Association (ADA) released its Dental Spending Reportfor 2021 late last year, which showed private dental insurance spending rose by 11% while out-of-pocket expenses increased by 13%.
The past year, TruAssure’s book of business reports showed that members continue to use their benefits. TruAssure members are not only using their benefits, but also making the most of their plan by using network dentists. Our network continues to stack up with more than 408,000 network access points and nearly 104,000 network unique dentists nationwide.
While TruAssure members and group clients benefited from these claim savings, they also had a good customer experience. In 2022, we answered all calls in a matter of30 seconds and had a first call resolution rate of 99.7 percent. Plus, we processed claims in an average of 2 business days with a processing accuracy of 98.4 percent and financial accuracy of 100 percent.
Additionally, TruAssureregularly surveys members and group clients. In 2022, our surveys showed a net promoter score (NPS) of 21 for members and 57 for group clients. NPS is a measure of customer satisfaction and gauges the likelihood a customer will recommend a company to a friend or colleague. Anything above 0 is good and above 50 is excellent. TruAssure’s NPS scores are on par with industry benchmarks. We also measure customer effort score (CES), which is an indication of how easy it is to work with us and get the information they need from us. We measure CES on a scale of one to seven and scores 5 and over are an indication that we are easy to work with. Our member CES is 5.4 and group CES is 6.1.
* All TruAssure dental plans, other than Basic and Preferred dental plans, are offered in association with the DenteMax Plus dental network arrangement, which includes participating dentists from the DenteMax, United Concordia and Connection dental networks. TruAssure Basic and Preferred dental plans for both group and individual members are offered in association with the DenteMax dental network.
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