Customer service stands out
By Greg Cieslewicz
Communications Specialist
WEA Trust
February 2007
The
WEA Trust prides itself on excellent customer service, and each year
we ask our members how we are doing. We are pleased to report that in
2006, 93% of our members were satisfied with their overall customer
service experience, according to survey results. (* Note: An eight-page
survey was sent in April 2006 to a random sampling of 3,000 WEA Trust
members, asking them to indicate their satisfaction with various aspects
of their health plan. We received 1,065 responses, for a response rate
of 36%. The margin of error was +/- 3.3%.)
Part of the Trust’s customer service excellence is answering
calls with a real person and not forcing members to navigate a complex
menu of computerized phone options. Whether calling about a bill or
a benefit issue, a trained Trust staff member – located in Wisconsin,
not in an overseas call center – is available to help.
As in previous surveys, members showed high satisfaction with how their
phone calls were handled, with 77% giving a top rating (on a 1-to-5
scale) to the friendly and courteous nature of our customer service
staff; 71% giving a top rating to phone calls that were handled satisfactorily;
and 70% giving a top rating to phone calls that were transferred to
someone who could help.
In addition to our survey,we also judge our service by comparing ourselves
to other insurers. The Office of the Commissioner of Insurance (OCI)
tracks complaints, and the Trust has the lowest complaint rate among
insurers who serve public school employees (see chart).
The Trust, formed in 1970 to serve public school employees and their
families, designs its programs to deliver the best value backed by great
customer service. We will continue to work with our members, providers,
and school districts to offer cost-effective coverage with exceptional
service.
Never too early, or too late, to start saving
Two-thirds
of American workers say they are confident they will have enough money
to retire comfortably, yet …
- Only 49% of families have a retirement account.
- More than half of those age 55 or older have less than $50,000 saved
for retirement.
- Only 42% of workers have assessed their financial needs for retirement.
What gives? Not only are Americans seemingly unprepared for retirement,
but most don’t even know it. Social Security’s future is
uncertain, private sector pension plans are disappearing, life spans
are increasing, and health care costs are rising.Working longer and
living on less will be a harsh reality for many.
The good news
As a public school employee, your employer contributes to the Wisconsin
Retirement System on your behalf, covering a portion of your retirement
needs. But that’s not all.
As a public school employee, you are eligible to open a tax-sheltered
annuity (TSA) retirement savings account. A TSA is a great opportunity
to build additional savings with before- and/or after-tax contributions
conveniently deducted from your paycheck. A TSA can help you achieve
your retirement dreams regardless of your age.
Early career
Start
today. The longer your time horizon before retirement, the longer your
money can work for you. You can start a TSA with as little as $200 per
year. When selecting a provider, compare fees. Even one percentage point
on fees can make a big difference in your account balance at retirement.
Mid-career
Take time to calculate your retirement income needs. A new online calculator
– available at weatrust.com – will identify shortfalls and
how much you need to save to make up the difference. Work toward contributing
the maximum allowed (see table). Include after-tax (Roth) contributions,
if available in your district, to your TSA account to help reduce your
tax liability in retirement.
WEA TSA Trust
Most public school employees in Wisconsin have access to the WEA TSA
Trust – a program recognized nationally (Forbes and Los Angeles
Times) for its sound management and low fees. Call one of our consultants
at 1-800-279-4030 for more information.
Posted February 4, 2007