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Your healthcare partner since 1934
Medical Mutual, a trusted insurer for 75 years, serves more than 1.6 million healthcare customers. Headquartered in downtown Cleveland in the historic Rose Building, Medical Mutual has sales, service, and information technology offices in 12 locations across Ohio, and 2,700 Ohio-based employees who pride themselves on their customer service. As a mutual company, Medical Mutual is owned by its policyholders and acts in their best interest, not according to the demands of stockholders and Wall Street analysts.
Service Reports
Medical Mutual has 2,700 employees, each of whom is dedicated to meeting and exceeding the needs of our customers; including policyholders, members, brokers and group benefit managers. These employees receive prompt, comprehensive support from the entire organization to provide outstanding customer service, evident through our service records.
Service Reports
Third Quarter 2009
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Incoming calls per day
Average number of incoming telephone calls for each business day. Due to lack of data for this quarter and all previous quarters, busy signals (i.e., blocked calls by Ameritech and Litel Communications Inc. (LCI)) are omitted from this total. |
11,837 |
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Waiting time to reach service representative (in seconds)
Average number of seconds for a caller to wait before being answered by a representative, excluding abandoned wait time. |
23.1 |
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Calls connected
Average percent of incoming telephone calls that are successfully connected to customer service representatives. |
98.29 % |
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Number of inquiries resolved on initial contact
Number of phone, walk-in and written inquiries requiring no adjustments or further research which are resolved within two business days. |
791,910 |
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Percentage of inquiries resolved on initial contact
Average percent of phone, walk-in and written inquiries requiring no adjustments or further research which are resolved within two business days. |
94.36 % |