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FCMI reports improved customer service, to go paperless Jan. 1; loss-ratio and plan performance mixed
Summary
FCMI told the committee it has made internal customer-service changes (24–48 hour email response target), will stop mailing Explanation of Benefits on Jan. 1 and reported BCBS loss ratio and plan-level variances through June 30.
Julie Yarmer, the county's FCMI representative, gave a mid-year update to the Wage & Benefit Committee on July 13. She said internal changes were made to improve customer service and that employees should expect a response to claim questions submitted by email within 24–48 hours. "Employees should expect to have a response to claim questions submitted via email within 24-48 hours," Yarmer said.
Yarmer also announced that, beginning Jan. 1, FCMI will no longer mail Explanation of Benefits; employees will be expected to view EOBs through the FCMI web portal. She described plan performance metrics shared with the committee: BCBS loss ratio is currently 85% (which FCMI described as not concerning), Ellis County's credibility factor is 40% and the statewide book of business accounts for 60% of renewal calculations.
Yarmer provided plan-level performance through June 30, saying Plan A was 2.45% over projected and Plan C was 13.46% under projected. She offered to hold quarterly "Lunch & Learn" sessions for employees to explain insurance basics and plan details.
The update contained no request for immediate committee action; Yarmer's education offer and the paperless change have implementation timelines to be followed by staff.
