6 Things Brokers Want from Their TPA Partner

Any broker knows that a good third-party administrator (TPA) covers the basics: accurate claims, a good network, and fair pricing. But ask them what a great TPA does, and their answer will almost always be the same: service.

Brokers and their clients don’t expect their TPA to be perfect. What’s most important is the way their TPA handles mistakes after they’re made. How long did it take to get an answer? Was it clear who owned and was responsible for solving the problem? Did their client feel supported or ignored?

Here’s what most brokers consistently want to see their TPA partner improve.

Answer the phone and own the issue

If a client can’t get a straight answer, it’s the broker’s reputation that’s on the line. Brokers need a TPA that picks up quickly, understands the account, and stays with an issue until it’s actually resolved.

Communicate proactively

No one wants to learn about a problem from an angry client. Brokers want a TPA that flags issues before they escalate, keeping them in the loop the entire time.

Deliver a better member experience

Every unresolved claim, confusing bill, or slow response from a TPA reflects back on the broker. TPAs that get the member experience right protect the broker’s credibility along with the client relationship.

Be a partner, not a vendor

Vendors execute, while partners bring ideas. Brokers want a TPA that brings insights, flags risks, and proactively solves problems instead of waiting to be asked.

Eliminate finger-pointing

Most self-funded plans involve several vendors working together. If something goes wrong, brokers need a TPA willing to own outcomes and fix issues even when the root cause sits with another vendor – because ultimately, clients want the issue fixed.

Create actionable reports

Brokers want reports that provide insights that help them predict what to do next. Whether it’s identifying cost trends, spend drivers, or what levers are available and effective for their clients’ goals, they want to see measurable takeaways, not data summaries.

OneVeracity: where TPA and service meet

Good TPAs cover the basics, but the best ones provide exceptional service to brokers and their clients. OneVeracity’s Health Solutions, which includes TPA services, prioritizes broker and client service to create an exceptional experience.

With claims administration, care navigation, pharmacy benefits, and data reporting all backed by one accountable team, OneVeracity is committed to resolving issues instead of passing them between other vendors.

With OneVeracity, quality care and cost savings aren’t competing priorities. They’re the same goal.