The Power of a Single Phone Call— How Brella Helped John

Christine Latore
February 9, 2023

For most people, health benefits are difficult to navigate alone. With complex paperwork and language, and the stress that comes with dealing with health issues when they happen, figuring out how coverage options work is not easy. The unfortunate reality? Members often don’t use their benefits, or receive the financial support they need, simply because they don’t know how and when to use them. 

At Brella, we take a proactive approach with our members— to get ahead of problems before they happen, answer tricky questions from the very beginning, and in turn, empower people to make the most out of their coverage. 

Here’s a real-life example of a member who filed a claim with Brella—

Meet John, a Brella Member

John, who recently became a Brella member, called our Member Services team after receiving welcome emails about his new coverage to ask some more questions.  Within his first phone conversation with his Member Care Representative, he learned more about benefit amounts, examples of covered conditions, and how to file a claim. In addition, he received assistance in updating his personal information, and registering for the Brella member portal. 

When speaking with his dedicated Member Care Representative, John mentioned that he had received treatment for fractured ribs earlier in the month. His Member Care Representative advised him to file a claim for this incident.  With this guidance, he completed his claim submission, using readily available documentation about his diagnosis and treatment.

Since John’s claim was submitted with all the information required, it was quickly approved. When he received a follow up call from Brella, later that same day, to inform him about his claim’s approval, he was also able to set up his preferred payment method of direct deposit, so that he could receive his benefit payment right away.

How Brella Helped John

“It’s incredible to think that this member wasn’t aware of the coverage at the start of his first call and by the end of the day he was approved for a payout that can be used to lessen the financial burden from his recent injury.” — Keith Cox, VP Customer Success, Brella

Proactive outreach that helps members start using their coverage with confidence

Brella Member Services reaches out early. Members receive a welcome email series in their first few weeks of coverage that educates them on how to set up and use their coverage, access their available support options, and file claims. This helps members quickly understand how to get started, and understand their support options if they have any questions.

Dedicated support for members when they need it most

Brella Member Care Representatives aim to resolve an issue within the first call, to ensure that Brella members get the most out of their coverage so benefits don’t fall through the cracks. Member Care Representatives are available via phone from 8am-8pm E.T. Monday-Friday to answer additional questions, or offer support.

Consistent guidance, throughout the life cycle of a claim

Brella Member Services supports members throughout the claim journey- whether it’s educating them on whether they’re eligible for a benefit, advising them on types of acceptable documentation and evidence, walking them through the submission process, or helping them pick their payout method. Plus, Member Care Representatives reach out to Brella members via phone to update them on the status of their claim to bring members peace of mind.

If you've got a group in mind that could benefit from our supplemental health solution, we'd love to talk to you. Get in touch and a member of our team will reach out within a business day.

*Note: This is based on a real-life scenario, but no real names were used out of respect for our members and their privacy.