The Neglected Stepchild Billing is the neglected stepchild, but it is too important to customer satisfaction to be ignored.


“Billing is so critical to the customer service process and to customer service satisfaction that carriers need to be reminded to prioritize it.”


Martina Conlon, Novarica


Insurers should assess their billing capabilities, examining how well they meet customer expectations, and put in place a plan to bridge the critical gaps. Once carriers determine what kind of services they want to provide for insureds they should consider alternative models for providing solutions, looking for those that can deliver benefits quickly and cost effectively. MphasiS has a combination of technology and business-process outsourcing capabilities that can ensure carriers successfully transform their billing operations.


Copyright © 2012 by A.M. Best Company, Inc. All rights reserved. No part of this report may be reproduced, stored in a retrieval system or transmitted in any form or by any means; electronic, mechanical, photocopying, recording or otherwise.


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