Careington Benefit Solutions boasts a scalable, fully-staffed in-house call center that incorporates only industry-best systems and equipment into the friendly, knowledgeable support we provide customers. All call center representatives are trained as product education specialists and available to support diverse client service models through extended schedules and availability.

Call center features include:

Standard Hours: 7 a.m. to 7 p.m. CT, Monday through Friday – flexible per client need, with the ability to expand hours as needed
Bilingual/multilingual service support with access to more than 200 languages
Dedicated toll-free line with custom scripting
State-of-the art systems and equipment
Skills-based routing
Real-time reporting
100% digital call recording
Quality monitoring to ensure quality and compliance
Plans for continued operations in the event of inclement weather or a disaster
For hearing impaired members, our call center receives calls through TTY relay services, and members may also email issues, questions or requests to our administrative email address.

Our representatives provide policyholders with support for:

Eligibility verification
Account maintenance
Product education and assistance
Policy fulfillment requests
Additional ID card requests
And more!

To ensure quality of service, Careington Benefit Solutions maintains several quality assurance touchpoints, including strict adherence to client-specific Performance Guarantees and Service Level Agreements, continuing education and ongoing training for representatives, distribution of member satisfaction surveys and an established Complaints & Grievances process.

Our call center representatives provide support for existing policy holders. Individuals interested in enrolling in a plan call Careington Benefits Solutions' High Performance Sales Unit, our specialty enrollment and retention team consisting of nationally licensed P&C and L&H agents.

Click here more information about our High Performance Sales Unit.

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