Case Study
Third Party Verification for Top Health Insurance
1-page Case Study | Real-world results | Learn how a leading health insurer safeguards compliance across 800,000 annual TPV transactions with secure IVR workflows.
What You’ll Learn
A top-5 health insurer relies on AnswerNet TPV for secure, automated enrollment verifications.
- Secure IVR: Straightforward, compliant consent workflows.
- Audit Portals: Centralized storage offers regulators easy access.
- Script Reviews: Annual updates match shifting policy rules.
- Results: 800,000 secure TPV transactions annually over 20 years.
The Case Study
Industry: Healthcare Insurance
Timeframe: 2005 to present
Client: The client is one of the top five health insurance providers in the U.S., serving millions of members nationwide.
More than 20 years of trusted TPV service with thousands of monthly verifications completed
The Client
The client offers healthcare insurance for millions of people across the U.S. The company strives to ensure that every customer clearly understands their personalized plan, an objective that requires the use of a third-party verification (TPV) partner able to handle its busy call volume and offer assurances to its customers.
The Challenges
The client sought a partner that could support and scale with their infrastructure, compliance needs and best business practices. They found this partner in AnswerNet TPV:
- Support strict industry regulations and customer privacy protocols
- Provide end-to-end documentation and proof of consent for every customer enrollment
- Withstand audits and satisfy regulators in the event of complaints
- Handle high call volumes without compromising security or service quality
The Solution
AnswerNet TPV became the primary source for the client’s third-party verifications, providing secure, scalable services that ensure all customer enrollments are recorded, documented and easily retrievable. Their TPV process is powered by our secure IVR technology, guiding customers through a straightforward, compliant flow. All recordings are stored in the AnswerNet TPV client portal, where the client can securely access and download files as needed. Verified recordings are retained as per client requirements, meeting both industry regulations and internal poly standards. Additionally, customer-facing scripts are reviewed and updated annually to reflect any changes in compliance or plan details.
The Result
Since 2005, AnswerNet TPV has:
- Delivered consistent, compliant and scalable verification solutions, handling an average of 800,000 secure TPV transactions annually
- Responded quickly to evolving client needs, including urgent operational support
- Empowered the client to meet strict regulatory and audit requirements with confidence
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