Customer Service Satisfaction

Our dedication to exemplary service wouldn't mean much if our customers weren't satisfied - and loyal.

Fortunately, our focus on delivering quality service to our clients makes a difference - and you can see it reflected in the Nippon Life Benefits Customer Service and Satisfaction Survey for 2010. A few key examples are:

  • The goal for processing medical and dental claims is 85% within 10 working days. Our result -- 91%!
  • Employees and Employer groups give us high marks on our Customer Service Staff.
  • Employees give us high marks in the "Service received was courteous and caring" category.

Nippon Life Benefits also received high percentages for topics such as easy-to-understand communications, accuracy in handling transactions, and prompt response time.

It all adds up to customer satisfaction and retention. And we're not satisfied unless our customers are.



2010 Results

Medical & Dental Claim Payments


85% in 10 working days


Quality (financial)



Customer Service Line -  Benefit Verification and Utilization Review

Average speed of answer

35 seconds

29 seconds

Employer's Survey
(percentage who answered Strongly Agree or Agree)



2010 Results

Overall satisfaction


Easy-to-understand communications


Employee's Survey
(percentage who answered Strongly Agree or Agree)

Overall satisfaction


Telephone calls answered promptly