New Contact Center IVR
At Transamerica Long Term Care, we pride ourselves on our exemplary customer service. We frequently survey policy holders to ensure that we maintain our consistently high standards for service and continually make improvements.
Transamerica Customer Service center is pleased to introduce our new Interactive Voice Response (IVR) system that was rolled out on Thursday December 19th on our Customer Service number: 800-227-3740.
This is great news because it will allow policy holders to connect with us when and how they choose and provide 24-hour access to policy information. It will help reduce call-wait times and improve the overall customer experience. The IVR will be available to agents and policy holders on all in-force customer service lines as well as our retention line. Currently we are not offering IVR service on our new business status line. These calls will continue to be directed to a new business specialist.
Policy holders will be able to access:
- daily benefit amounts
- maximum amounts
- elimination period
- billing info
- current premium amount
- billing mode
- next bank draft
- last payment received
- payment address
- report a date of death
Should there be a wait, policy holders will also be able to set a time for a call-back from one of our specialists that is convenient for them.
Upcoming IVR options include:
- request a duplicate policy
- request state specific claim forms
- bank change forms
- change of address forms
- EFT form
- PCG timesheets
We are currently working to incorporate claims data as well within the next few months.