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Annual Report Card 2014

It’s been an exciting year for Manion as we continue to enhance our technology in order to remain a leader in the administration of employee benefits, claims payments and pension programs. Our daily focus is providing exceptional customer service to our valuable clients, enhancing technology and streamlining processes to achieve this goal.

This report showcases our continued dedication to offer unique value added solutions and superior customer service. At Manion, you receive the personal touch! Thanks to our clients and our staff for another incredible year.

Manion Milestones

  • Introduced Health Spending Account capability to Clients
  • Successfully tested comprehensive Business Continuity Plan
  • Enhanced collection of information in our Contact Center
  • Established relationship with Clearly Contacts, offering a unique vision care program
  • Rolled out the new Personalized Pension Benefit Statement to clients
  • Enhanced MWAOnline to include the Personalized Pension Benefit Statements and Tax Receipts
  • Received top marks in security audit
  • Published article on Fraud in Benefits Canada

Contact Centre

Responded to:

10,549
online queries

109,297
total calls

60 seconds
Average Wait Time per call

One Call Solution


Claims Processing

Health and Dental Claims processed within 5 days
Average of 3.75 days in 2014

Claims Processing Chart


Administration

Online Administration is available for members/employees

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

195,945 cheques

We made:
Medium Bar Graph

90,401 payments by Direct Deposit


Life / Disability

243
Life claims processed

2,327
Disability claims adjudicated

Pension

1,957
Pension Calculations

194
Pre-Retirement Information Sessions

Accounting

56%
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 above industry standards.


Click here to download the Annual Report Card 2014

We Care, You Benefit.