The claims department is focused on the customer experience, subscribes to a continuous process improvement strategy and utilizes an efficient claim platform with an integrated imaging and workflow solution. This provides an efficient, paperless, productive and reliable system on a common claims platform for all products. It features a robust reporting system providing both standard and ad hoc reporting capabilities. Through a system of authority limits and approval requirements as well as a claims workflow process that are maintained within the claims system, the department has installed effective controls on the accuracy and timeliness of the claim processing functions. The department also handles all phone calls, inquiries and benefits explanations regarding policies and claims issues providing a high level of customer service. All telephone calls are tracked by an ACD phone system which provides performance statistics and service levels reporting.