NADP Knowledge Center
NADP/LIMRA 2015 U.S. Group Dental Administrative Metrics (published October 2016)
In 2005 LIMRA International and NADP conducted their first annual
research study to survey group dental carriers' contact center performance.
This report has evolved to cover an expanding set of issues related to benefit
administration. It now focuses on carrier performance on such metrics as
membership group maintenance, ID cards processing and network
maintenance–administrative benchmarking metrics were added in 2009.
The current business environment—high price sensitivity and health care
reform requirements—highlights the importance of effective management of
the administrative components of dental plans.
It is increasingly important for carriers not only to meet the industry
standards in high quality customer care, but also effectively differentiate
themselves from competitors.