Page 13 - The Arc SF RFP 10.18

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Filice Insurance RFP Response - 2018

service person at each of them that we contact for more effective and efficient resolution. Once
we receive a satisfactory response from the carrier, we circle back with the employee/ dependent

and advise them of the resolution. Our objective is to remove the client and the employee from this
process and assume the administrative burden and responsibility for resolution. For some larger

clients, we also partner with Health Advocate and other vendors in this space to support employees
and their dependents in claims resolution and other health care navigation.

22. Do you offer any 800 phone line or other number for employees to contact you? What types of
issues do you assist with?

Yes, clients have the option of an 800 number or simply direct lines to the assigned client service

manager. We have also found great success when setting up a dedicated client email address that
is monitored by everyone on the account team (ie- thearcsfbenefits@filice.com). As noted above,

our bilingual team is available to help with claims resolution, ordering replacement ID cards, plan-
ning for procedures/surgeries, locating In Network providers, etc.

23. What ongoing education and communication for employees do you offer during the course
of the year?

Your team at Filice Insurance considers itself an extension of your internal HR department. We are
here day in and day out to assist your HR team, your employees and your dependents. We adjust

to the level of support you need and are not known to say no unless it creates legal liability for us
or our team members. As mentioned before, we assist your HR team with difficult administrative

issues, online enrollment problems, carrier issues and anything else related to managing your ben-
efits. In addition, we support your employees and their dependents with their benefits on a day-to-

day basis. They can reach out to us via phone or email and know that we are their designated advo-
cates in front of the insurance carriers and that they are protected by privacy laws when they talk to

us. We work for you and not for the carriers. Also, you may find that you will be calling our compli-
ance team or utilizing the ThinkHR platform for human resources, benefits and training compliance