Waukesha County Health Plans
Providing High-Rated Health Insurance Plans

Unity Health Insurance monitors and evaluates our performance against rigorous national and regional standards through the National Committee for Quality Assurance (NCQA). Unity Health Plans’ Commercial HMO / POS plans are rated 4.5 out of 5 among NCQA’s Private Health Insurance Plan Ratings 2016 – 2017.


Our commitment to quality goes far beyond national surveys and reviews. We are committed to providing exceptional customer service to each of our members at each interaction. Our member satisfaction rate is 9​6 percent.


Quartz's Customer Relations Results (Year-to-Date 201​​8)

Every year our strategic business plan includes setting customer relations goals. We monitor our results regularly to make certain we are delivering the best service possible.


 

Customer Service Goals

Result

Average Speed to Answer (in seconds)

Less than 20 Seconds

47 Seconds

Percent of Abandoned Calls

Less than 3%

3.88%

Accuracy and Completeness of Responses

99%

96.34%

 

Enrollment Goals

Result

Keying Accuracy

99%

96.07%

Days to Mail New Group ID Cards

5 Days

Less than 1 Day

Average Days to Key Enrollment Changes

​7 Business Days

Less than 3 days

 

Claim Processing Goals

Result

Non-investigated Claims Paid in 30 Days

100%

99.80%

Investigated Claims Paid in 60 Days

100%

100%

Financial Accuracy

99%

99.​76%

Attribute Accuracy

97%

99.​​45%

*Based on monthly survey of Unity members who had claim submissions or customer service inquiries between January and December 2015.