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Annual Report Card 2012

Manion leads the way in the administration of benefits and pension programs in Canada. With cutting-edge systems and highly personal service, we continue to build on our vision for the future — one that puts our clients first.

This report underscores our focus to deliver the best service and to create innovative and streamlined solutions for our valued clients. As you’ll see, it’s been a remarkable year.

Manion Milestones

  • Introduced new logo
  • Enhanced website
  • Launched the Client Portal – Secure access to documents
  • Introduced paperless meetings using tablets
  • Extended Direct Deposit to all Clients
  • Enhanced system to identify potential fraud and isolate claims for auditing
  • Developed an On-line Claims Submission option for Client

Contact Center

Responded to:

8,490
online queries

107,737
total calls

34 seconds
Average Wait Time per call

One Call Solution


Claims Processing

100% of Health, Dental, Disability Claims processed within 3 to 5 days

Claims Processing Chart


Administration

Online Administration is available for members/employees

74 Percent Pie
of Members/Employees access Online

40 Percent Pie
of payments issued using Direct Deposit

95 Percent Pie
of enrolments processed within 5 days

We produced:

Large Bar Graph

202,000 cheques

Small Bar Graph

69,000 + payments by Direct Deposit


Pension

Pension calculations processed (option form distributed)

96.5%
within 30 days

175
Pre-Retirement Information Sessions

1,695
Pension Calculations

Accounting

64%
of Employers are remitting electronically

Audit Results

The Insurer Audits consistently rate us as “exceeding the required standards” with results ranging from
95%–99%
on accuracy, timelines and customer service.

Manion is audited annually by the firms representing our Clients. Results of these audits consistently rank us in the higher percentile for the Industry.


Click here to download the Annual Report Card 2012

We Care, You Benefit.