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Customer Service - How Are We Doing?
VA Life Insurance Customer Service Measures
VA Life Insurance Service measures the effectiveness of customer service and claims processing in several areas. Follow the links below for our most recent results.
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Servicemembers Group Life Insurance Customer Service Measures
The most recent customer service data for SGLI and VGLI is shown below.
December 2010
Category |
Standard | Current Month | Rolling 12 Months |
|---|---|---|---|
Timeliness for SGLI Claims |
99% | 99.5% | 99.6% |
Timeliness for VGLI Claims |
99% | 99.0% | 99.0% |
Timeliness for TSGLI Claims |
99% | 100% | 99.9% |
Average Processing Days for Death Claims |
5 | 3.75 | 3.44 |
Financial Accuracy of all Claim Payments |
99% | 99.9% | 99.9% |
Timeliness for VGLI Application Processing |
98% | 96.6% | 99.7% |
Average Processing Days for VGLI Applications |
5 | 5 | 5 |
Accuracy of VGLI Application Processing |
99% | 99.8% | 99.9% |
Average Speed of Answer for Call Center |
20 Seconds | 24 Seconds | 13 Seconds |
Telephone Service Factor |
80% | 7.01% | 80.5% |
Overall Customer Satisfaction Rate |
90% | 84% | 88% |
Definitions of SGLI VGLI categories and standards
Other VA Life Insurance Customer Service Measures
The most recent customer service data for all other VA Life Insurance is shown below.
December 2010
|
FY 11 Target | Current Month | Rolling 12 Months |
|---|---|---|---|
High Customer Satisfaction |
95% | 94.2% | 94.1% |
Low Customer Satisfaction |
3% | 4.0% | 2.4% |
Percent of Abandoned Calls |
2% | 1.3% | 0.9% |
Percent of Blocked Calls |
2% | 0.0% | 0.3% |
Avg. Speed of Answer (in seconds) |
20 | 21 | 16 |
|
FY 11 Target | Current Month | Rolling 12 Months |
|---|---|---|---|
Disbursements (claims, loans, etc.) |
2.5 | 1.2 | 1.5 |
S-DVI Applications |
11 | 3.0 | 11.5 |
Correspondence |
8 | 3.0 | 3.0 |
| FY 11 Target | Current Month | Rolling 12 Months | |
|---|---|---|---|
Disbursements |
99% | 98.8% | 99.5% |
S-DVI Applications |
98% | 94.0% | 98.0% |
Correspondence |
98% | 97.0% | 98.8% |