Benefits Customer Service That Really Supports
PERSONALIZED SUPPORT THAT SCALES WITH YOU
At Clarity, service isn't just what we do, it's how we make people feel. In an industry where features often overlap, the way service is delivered creates lasting impressions that ripple across brokers, clients, and participants. That's why our service model doesn't just scale with you, it's designed to support every stakeholder, creating value at every touchpoint.
Whether you're a high-volume broker with strategic goals or a new partner building momentum, our enhanced service program ensures you have the right level of attention, expertise, and resources to thrive.
WHY A TIERED SERVICE MODEL?
Your clients depend on you. You can depend on us.
We developed our service structure to meet the evolving expectations of brokers and clients alike, delivering faster resolutions, strategic insights, and high-touch support tailored to your book of business.
Benefits administration is an ecosystem, when one stakeholder struggles, it affects everyone. A participant's challenge can become an HR team’s fire drill, which can impact a broker's relationship with their client. Our tiered service model proactively supports each layer of this ecosystem, ensuring stability, growth, and satisfaction from participant to partner.
OUR COMMITMENT TO SERVICE EXCELLENCE
We pride ourselves on industry-leading service metrics, with an NPS 3x higher than average. But behind every metric is a story. Like the COBRA participant who left a heartfelt review after we guided her through benefits during a personal loss. Or the HR director who finally got time back in her day because she wasn't putting out fires.
These moments reflect our belief that the real ROI of service is the trust we build, and the peace of mind we deliver.
We back this with:
- SLA adherence monitoring
- Post-service satisfaction surveys
- Net Promoter Score tracking
- Clear complaint resolution procedures
- Ongoing refinement based on your feedback
The Participant Experience
Benefits aren’t just line items on a plan—they’re support systems during life’s most vulnerable moments. Whether someone is navigating a health crisis or planning for their family’s future, our service is rooted in empathy, clarity, and accessibility. That’s why we offer:
- Support in 230+ languages
- 24/7 access through chat, portal, and mobile
- First-call resolution focus and educational content
At Clarity, participants aren’t just users. They’re people we’re here to help
How to Reach Your Support Team
Whether you’re a participant with a quick question or a broker managing a large book of business, getting help at Clarity is simple.
Call our main service line, and our intelligent IVR will route you directly to the right representative, no bouncing around.
Brokers and clients with dedicated contacts get direct phone and email access for fast, personalized support. If your rep is out, a named backup is always available to ensure there’s never a gap in service.
Our multi-layered support model ensures responsiveness and continuity, just another way Clarity delivers smarter service.
PARTNER WITH A TEAM THAT PUTS YOU FIRST
Partner with a team that leads with empathy, acts with insight, and delivers service that actually makes a difference. Because at Clarity, people may forget what we said or did, but they’ll never forget how we made them feel.
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