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A Tradition of Service
Service and value set Medical Mutual and its Family of Companies apart. A trusted insurer for more than 75 years, we are the oldest and largest health insurance company headquartered in the state of Ohio, and have expanded operations in Georgia, Indiana and South Carolina. As a mutual company, we operate for the benefit of our members without needing to meet the demands of stockholders or Wall Street analysts. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.
Service Reports
Medical Mutual has 2,500 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 2011
|
Incoming calls per day
Average number of incoming telephone calls for each business day. |
11,102 |
|
Waiting time to reach service representative (in seconds)
The average amount of time (in seconds) beginning from the time a call reaches the telephone system until it is answered by a live customer service representative. |
25.0 |
|
Calls connected
The percentage of incoming telephone calls which were successfully connected with a live customer service representative. |
98.10 % |
|
Number of phone inquiries resolved on initial contact
Represents the total number of telephone inquiries which were resolved at the close of the initial call. |
696,162 |
|
Percentage of phone inquiries resolved on initial contact
Represents the percentage of telephone inquiries which were resolved at the close of the initial call. |
93.39 % |