Success Story

The agency had previously partnered with another large TPA that administered benefits for nearly 100 of their client groups across multiple services. Over time, the agency observed a steady decline in service quality. Clients reported slow response times, inefficient issue resolution, and minimal proactive support. These ongoing service gaps led to growing frustration and dissatisfaction among the employer groups the agency served.

EBC partnered closely with the agency to demonstrate both capability and confidence. We provided real-world examples of successful block rollovers, shared testimonials from other agency partners, and outlined a clear, structured onboarding plan designed to minimize disruption for employers. This combination of proven experience, transparency, and a well-defined process reassured the agency that EBC could deliver the attentive, reliable support their clients needed.

The agency decided to move forward with a full block rollover to EBC, with the first wave scheduled for 90 days after the decision to move forward. They now have a trusted partner capable of delivering the elevated service experience their clients expect – reducing administrative burden, improving client satisfaction, and strengthening the agency’s overall value proposition.