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Annual Report Card 2013

Manion continues to move forward with progressive solutions that put our clients first. We strive for excellence in everything that we do, from our state of the art technology to our highly personalized service.
This report illustrates our commitment to offer unique, value added solutions and outstanding customer service. We continue to invest in you, our valued clients. Thanks to our clients and staff for another incredible year.

Manion Milestones

  • Introduced Individual Insurance Products
  • Developed a new personalized 2013 Pension Benefit Statement
  • Moved servers and phone system to a secure hosted facility in Ontario, resulting in improved security and business continuity
  • Improved our Contact Centre service capabilities by investing in a new phone system and software
  • Developed Health Spending Accounts functionality
  • Launched Manion Magazine, a new company newsletter

Contact Centre

Responded to:

10,257
online queries

107,058
total calls

39 seconds
Average Wait Time per call

One Call Solution


Claims Processing

100% of Health, Dental, Disability Claims processed in less than 5 days

Claims Processing Chart


Administration

Online Access and Direct Deposit are widely used

97 Percent Pie
of Members/Employees access Online

47 Percent Pie
of payments issued using Direct Deposit

100 Percent Pie
of enrolments processed within 5 days

We produced:
Large Bar Graph

202,743 cheques

Medium Bar Graph

180,143 payments by Direct Deposit


Life / Disability

215
Life claims processed

2,423
Disability claims adjudicated

Pension

1,878
Pension Calculations

127
Pre-Retirement Information Sessions

Accounting

55%
of all remittances loaded 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 2013

We Care, You Benefit.