How we do it
Vanbreda International is ISO 9001:2000 certified with regard to claims handling related to employee benefits (Certificate n° QBE 98053 – SGS European Quality Certification Institute E.E.S.V.). This entails that detailed quality standards are laid down for our procedural system. We measure the quality of our services by means of the following performance standards: accuracy, promptness, accessibility, customer satisfaction and employee involvement. Payment and claim processing accuracy are constantly monitored; contracts guarantee standard claim turnaround time, time in phone queue and call abandonment rates are followed up. In addition, regular customer satisfaction surveys addressing our five performance standards are held.