Frequently Asked Questions

Our streamlined changeover procedures minimize interruption to you, making the transition invisible to your customers. We’ll train your staff to work easily and comfortably with our systems. Our stringent performance standards govern all operations from call handling to data entry and document processing. Your customers can easily access our system 24/7

1. How long does it usually take to convert from one vendor to another? The seamless transition to van Wagenen Financial Services, Inc from your current vendor can usually be completed within 60-120 days following your decision. We will provide a detailed conversion plan as part of the proposal process. 2. What type of training do you provide? Van Wagenen will provide a detailed presentation on the van Wagenen System along with a guide booklet that outlines processes and system components. We can provide follow up training as needed and can customize a training program to fit your specific needs. 3. What is your change control process? All system changes are coordinated by the Help Desk, where projects are initiated and program specifications are written. Upon approval from management team, projects are assigned a “need by” date. After programming is complete, Help Desk personnel work with the end user to conduct operational testing. User documentation is written and an implementation date is assigned. A change announcement is sent to the affected users with the documentation. 4. What are the hours of operation of your call center? The Call Center is staffed Monday-Friday, 8 a.m.-10 p.m. EST and Saturday, 8 a.m.-5 p.m. EST. 5. What is your average on-hold time for calls? Average on-hold time is 21 seconds. Customer Service is notified when incoming numbers on hold increase. 6. What percentage of calls are handled by your IVR system? 32% of the total calls received are handled solely by the IVR. Our IVR system allows customers to check the insurance status of their account 24/7 without talking to a customer service person. 7. How many of your insurance updates are done using EDI relationships? Currently, 71% of our entry is through EDI. 8. How are documents handled? 99.4% of data entry from mail or faxes is opened/processed and keyed within 24-48 hours. The remaining .06%, classified as “questionable,” is reviewed then researched and resolved within another 24-48 hours. 93% of documents are transmitted electronically or input using Optical Character Recognition (OCR). Only 7% are manually keyed. Employees’ work is spot-checked every two weeks. Employees must adhere to the performance standard of 98% accuracy. Document handling controls are automated to insure that all documents received are entered and scanned. After documents are opened, counted and batched, the system follows the batch through the entry process. In addition to tracking each batch, each document within the batch is accounted for in the reconciliation process, which takes place after entry is complete. Automated matching program for EDI and OCR transactions. EDI transmissions are processed upon receipt. 9. How often do you provide reports and in what format? Clients can choose to receive daily, weekly and/or monthly reports in these formats: on our web site, e-mail spreadsheet or PDF file, fax or hard copy. 10. Can our customers access their account information online? Our customer web site allows customers to check the insurance status on their account or enter agent information, which will force the account into a call queue. The site provides an e-mail address for customers to respond to any insurance correspondence they have received.