The insurer will issue refunds if it fails to meet the following performance metrics:
- Answer 80 percent of customer calls within 30 seconds
- Fix 90 percent of customer issues during the first call
- Process 90 percent of claims within 10 business days
Neighborhood Health Plan will issue a $20,000 rebate to employers with 100 to 500 employees if it fails to meet those metrics. Employers with more than 500 employees will receive a $50,000 rebate, according to the report.
Katie Catlender, Neighborhood Health Plan’s chief commercial officer, told The Boston Globe that Neighborhood Health is the first insurer in the nation to offer this type of money-back guarantee.
More articles on payer issues:
CMS releases final ACA market stabilization rule: 5 things to know
NY regulator fines Zenefits $1.2M for unlicensed insurance sales
GOP lawmakers in NC propose Medicaid expansion: 5 things to know
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