Delta Dental Annual Report 2008 - 7

favorably with other dental benefits providers. Participating dentists are also an important part of the service mix. Members indicate they are satisfied with their dentist office experience almost 99 percent of the time. Strategic Account Management Throughout the company, we provide dedicated service support for our client partners. Every client has an Account Manager whose primary focus is to build a mutually beneficial, long-term relationship and to develop optimal benefits designs. The Account Manager is the fulcrum for support, rallying resources as needed to resolve issues and identify opportunities to improve the value of the relationship for the client. The Account Managers, most with twenty or more years experience in the benefits industry, also lead the implementation process for new client relationships and develop service guarantees customized to the client’s needs. We believe that our Account Managers are instrumental in the long-term success and retention of our client relationships. Clients also benefit from the support of a dedicated Group Accounts Representative who manages all issues related to eligibility, billing, membership ID cards and enrollment. The average tenure of our Group Accounts team is fifteen years. Self-Service Support Clients count on the fact that their employees, our members, will have 24/7 access to a variety of self-service and automated information resources. For example, members can go online to locate dentists by network, specialty and geographic location. In 2008, we continued to improve our faxback reporting system, available through Benefit24 and Benefit24 Online. Both provide a useful self-service option for client partners, members and dentists to obtain eligibility, benefits and claims information. Client partners can also download invoices online and pay invoices through the automated clearing house (ACH). In 2008, dentists submitted 60 percent of claims electronically – speeding the time to adjudication. Guarantee of Service Excellence We lead the way with our Guarantee of Service Excellence (GSE). Delta Dental originated the GSE concept. Our GSE guarantees that we will meet or exceed expectations on key service goals, as defined by the client, and pay the client if and when we do not meet service goals. We seldom fail to meet service guarantees, and if we do, we pay. service 7

Delta Dental Annual Report 2008

Table of Contents for the Digital Edition of Delta Dental Annual Report 2008

2008 At a Glance
From the President and CEO and Chairman of the Board
Leading with Service
Delivering Exceptional Value
Innovating to Improve Oral Health
Committing to Community
Empowering Employees
Advancing with a Strong Financial Footing
Statement of Financial Position
Board of Directors
Photo Index
Delta Dental Annual Report 2008 - Cover1
Delta Dental Annual Report 2008 - 2
Delta Dental Annual Report 2008 - 2008 At a Glance
Delta Dental Annual Report 2008 - From the President and CEO and Chairman of the Board
Delta Dental Annual Report 2008 - 5
Delta Dental Annual Report 2008 - Leading with Service
Delta Dental Annual Report 2008 - 7
Delta Dental Annual Report 2008 - Delivering Exceptional Value
Delta Dental Annual Report 2008 - 9
Delta Dental Annual Report 2008 - Innovating to Improve Oral Health
Delta Dental Annual Report 2008 - 11
Delta Dental Annual Report 2008 - Committing to Community
Delta Dental Annual Report 2008 - 13
Delta Dental Annual Report 2008 - Empowering Employees
Delta Dental Annual Report 2008 - 15
Delta Dental Annual Report 2008 - Advancing with a Strong Financial Footing
Delta Dental Annual Report 2008 - Statement of Financial Position
Delta Dental Annual Report 2008 - Board of Directors
Delta Dental Annual Report 2008 - Photo Index
Delta Dental Annual Report 2008 - Cover4
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