Important COVID-19 Message from BCC
As the COVID-19/Coronavirus situations continue, we would like to give you the following updates on our service, process changes, and the impact of the situation. Be assured that the health and well-being of our employees, clients, participants, brokers, vendors, and business partners remain our utmost priority.
We are continuing efforts to ensure that the presence of COVID-19 does not affect the great work we are doing for our clients. Our offices have continued operating with a very reduced number of on-site employees to lessen exposure and comply with social distancing, with a majority of employees providing service remotely. Rest assured that we have made all efforts to ensure that service is provided efficiently and effectively.
BCC Teams have quickly become efficient in providing exceptional service remotely through Zoom and teleconference sessions, with no delay or disruption to annual renewals that have fallen during this time. With the busiest renewal season weeks away from kicking-off, BCC has put special effort into preparations to ensure annual renewals continue as scheduled, with close monitoring by BCC Management.
We are continuing to process all items as timely as possible. Here are the few items that are currently delayed, but please note that we are still well within compliance of all Federal COBRA guidelines and timeframe requirements.
There is currently a 4-5 day delay in processing new COBRA events.
There is currently a 2-3 day delay in processing COBRA enrollment paperwork and initial COBRA premium payments.
There is currently a 3-4 day delay in client invoicing.
Although there is no current delay in processing claim submissions, please remind your employees that the most efficient way to submit claims is electronically via the My SmartCare online portal, mobile app, or e-mailing email@example.com.
Our Customer Service Call Center remains available to your employees, Retirees, and COBRA beneficiaries with no change to service hours, but there may be a longer wait time than typically experienced:
Monday – Thursday from 8:00 am – 8:00 pm ET
Friday from 8:00am – 6:00pm ET
BCC’s Enterprise Service Team remains available to you with no change to service hours, but there may be a delay in response time. Please e-mail EnterpriseService@benxcel.com. We value our relationship and we are committed to staying connected with you during this unprecedented situation. We will continue to update you on the status of operations as the situation continues to evolve.