Read as much as you want on BostonGlobe.com, anywhere and anytime, for just 99¢.

letters

Insurer fully focused on customer service

We were disappointed by your recent suggestion that our focus on providing excellent service is less than a full-time commitment (“Blue Cross customer service surges during sweeps week,” Editorial, Nov. 10). The editorial concerned a pilot program aimed at giving members same-day feedback on the resolution of certain types of customer service calls. Since it occurred during a period when our service was being measured against other Blue Cross plans nationally, the Globe implied that this was a one-time effort.

With nearly 3 million members, we receive thousands of inquiries every week. Most of them are answered on the spot, whether they are about benefits, physicians and hospitals, or health and wellness, and we also frequently reach out to our members to make sure they get needed care at an affordable price. Some issues, such as the status of claims payment, may take longer to resolve, so we are testing various service enhancements, including those mentioned by the Globe.

Continue reading below

Our goal is continuous improvement, and Blue Cross associates work tirelessly to deliver responsive, personal service to our members and employer customers, not just some of the time, but all of the time.

Deb Devaux

Senior vice president,

Service delivery

Blue Cross Blue Shield

of Massachusetts

Boston

Loading comments...
Subscriber Log In

You have reached the limit of 5 free articles in a month

Stay informed with unlimited access to Boston’s trusted news source.

  • High-quality journalism from the region’s largest newsroom
  • Convenient access across all of your devices
  • Today’s Headlines daily newsletter
  • Subscriber-only access to exclusive offers, events, contests, eBooks, and more
  • Less than 25¢ a week
Marketing image of BostonGlobe.com
Marketing image of BostonGlobe.com