Policy_Document_-_STD_B_Performance_Guarantee.pdf

This is a Performance Guarantee policy document from Standard Insurance Company for the County of Dane, Wisconsin, covering Short Term/Long Term Disability and Long Term Disability Only Services. The policy, effective May 1, 2017, under Group Policy Number 163054-B, establishes service level expectations and performance standards for claims management, handling of urgent situations, billing and plan revisions, plan implementation, employee plan documents, plan administration, and tax reporting. Standard Insurance Company commits to meeting the County's overall service expectations through defined performance metrics and customer satisfaction measures, including an annual survey to assess satisfaction levels.

The Performance Guarantee includes a financial incentive structure whereby Standard Insurance Company will refund 5% of quarterly expenses charged to the County's account for administration and claims processing if service expectations are not met during any quarter. The County may submit written requests explaining dissatisfaction to trigger the refund process. The guarantee is limited to one refund per quarter and remains in effect during the initial rate guarantee period specified in the group policy. Notably, the performance guarantee excludes ultimate claim decisions regarding claim approval or denial, which are made based on plan terms. Standard reserves the right to modify or terminate the guarantee at its sole discretion after the initial rate guarantee period expires.