MARSHFIELD – In a world where the impact of chronic diseases reverberates across millions, multiple sclerosis (MS) – a chronic central nervous system disease – takes center stage as a formidable adversary affecting approximately 1.8 million individuals globally, with nearly 1 million grappling with its complexities in the United States alone. Like so many others who live with MS, Security Health Plan member Nicole Zeman resiliently faces the challenges MS poses.
Navigating through challenges may be a part of life, but for Zeman, one aspect has proven remarkably smooth: her interaction with Security Health Plan’s Customer Service Department. In fact, Customer Service’s professionalism and compassion have been sources of comfort and hope for her. Efficient and empathetic customer support is often elusive, but Zeman’s positive experience stands as a testament to the dedicated service Security’s Customer Service team provides.
Zeman, a resident of Bloomer, has had Security Health Plan coverage for about three and a half years. She couldn’t be happier with her insurance and the way she’s treated when she calls with a concern.
“I didn’t know very much about how health insurance worked until I was diagnosed with MS,” Zeman said. “Living with a chronic condition has required me to be involved neck deep with the insurance side of things, whether I wanted to or not. But Security’s Customer Service has been great! Every time I’ve called, I’ve talked with such friendly, competent and knowledgeable staff who are all willing to help with any question I’ve ever had.”
Security Health Plan works hard to ensure members have an outstanding experience. So much so that last spring, the Health Plan was named Best Performing Small- to Mid-Sized Call Center from Service Quality Measurement (SQM), a leading North American research firm that specializes in customer service improvement.
“Ensuring the complete satisfaction of our members is our number one priority,” said Customer Service Manager Nicole Lightfoot. “We listen, support and do whatever is necessary to meet our members’ needs.”
Unlike the big national carriers, Security Health Plan is a local, homegrown company. And that’s reflected in the way their members are treated.
“We’re very much a part of the community,” Lightfoot emphasized. “When members call us with concerns, we recognize we’re helping our neighbors. We go above and beyond to provide that personal touch and put members at ease by letting them know we’re always here for them and are ready, willing and able to resolve any questions they have.”
Zeman takes comfort in knowing her health coverage carrier has her back.
“Because of my condition, I have dealt with many doctors, nurses and hospitals with much frustration,” she explained. “But working with my health insurance company has been the last thing I have ever worried about. Security has been wonderful. As a person living with a chronic condition, I just want to say ‘thank you’ from the bottom of my heart.”
On one of her more recent calls to Customer Service, Zeman was worried about a pending bill.
“I was able to speak with someone almost immediately. The representative assured me everything was fine and that the bill was moving through the process and would be paid,” said Zeman. “They were so friendly and nice. No one at Security has ever been rude to me.”
Zeman’s satisfaction with Security Health Plan is not limited to just Customer Service.
“As a person newly diagnosed with MS, someone from Security Health Plan proactively reached out to me about my condition, to see how I was doing with my prescriptions and to find out if I had any transportation issues getting to and from my doctor appointments,” she said. “They let me know the drug I was taking was available in another method – infusion 2x a year versus a pill a day – and that the other drug would be covered in case I wanted to try it.”
Zeman said she couldn’t believe an insurance company would personally reach out to her like that and appreciated having options explained to her.
The personal touches Security Health Plan provides make a huge difference in Zeman’s life.
“When you get a big diagnosis, everything is stressful and you have to deal with so much. Every little bit of help that someone provides means the world to me,” she said. “I’ve had other health insurance carriers and working with them can be an absolute mess. And when you don’t feel well, that’s one of the worst things you can have to deal with.”
“My experience with Security has been truly amazing. Never in my life have I been able to say that about an insurance company of any sort,” said Zeman. “The organization does a seriously fantastic job and I appreciate everything. I even told my employer to please keep offering Security Health Plan insurance because they are great. I feel comfortable knowing I have one less thing on my plate to worry about.”
