Services Offered

Surency COBRA will provide “turnkey” COBRA administration. This includes the following services:

• Dedicated account executive for all client service needs
• Image and make available all inbound and outbound documents, payments, notes and emails
• Provide and maintain toll-free customer service support
  • Record all plan participant’s phone calls
  • Field daily phone calls from Primary Qualified Beneficiaries (PQBs), health plans, etc.
  • Resolve PQB problems and answer questions in a timely manner, minimizing your involvement
• Maintain strict HIPAA compliance in every process
• Handle processing and mailing of the following types of notices directly from you (or any other designated source):
  • to terminated PQBs
  • new-hire notices (upon request)
  • to eligible dependents as required or appropriate
  • “Failure to Enroll” notices
  • enrollment confirmation, payment coupons, and remittance envelopes
  • late notices halfway through the grace period
  • termination notices when COBRA coverage ends
  • HIPAA coverage certificates when COBRA coverage ends
• Monitor and track time limit for elections and initial payments 
• Post and deposit all premium payments
• Manage insufficient funds collection process
• Provide eligibility reporting to health plan claim payers. Reporting may be electronic or hard copy on a weekly or monthly basis.
• “Instant Updates” to claim payer eligibility system when requested by COBRA participant who has paid in a timely manner. Updates will be input via direct internet connection or requested by phone, fax or email.
• Open Enrollment rate reset, processing and mailing as requested
• Client web access to all activity and reports
• Participant web access to payment history with online payment capability (convenience fee applied to online payments)