Delta Dental puts customers first

More than 700,000 Wisconsin residents rely on Delta Dental of Wisconsin for their dental insurance coverage. Headquartered in Stevens Point, the company is part of the larger Delta Dental network. Nationwide, Delta Dental provides insurance to more than 60 million Americans – about one third of the total domestic market.

Delta Dental of Wisconsin, which employs 227 people statewide, saw its number of policyholders jump 29 percent between 2012 and 2013. Senior vice president Denny Peterson credits the growth to strong customer service  and keeping prices affordable for customers. One way the company has kept prices down is by streamlining its claim process so the average turnaround is 3.2 days.

On an average day, Delta Dental of Wisconsin’s customer service reps handle 11,300 claims, and in 2013 paid out more than $466 million in benefits for Wisconsin policyholders.

Delta Dental’s large network of dentists and focus on customer service differentiates it from other insurance providers, said Peterson.

Delta Dental of Wisconsin was ranked No. 1 last year by the Purdue University Benchmark Portal Center of Excellence Certification in the category of call centers with less than 100 employees. That ranking was based on measuring key metrics such as how quickly calls are answered and how many calls are dropped.

 “We try to set ourselves apart from the competition by focusing on the customer, which means processing claims quickly and having a wide variety of dentists to choose from. Nine out of 10 Wisconsin dentists are in our network,” he said.

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