We Offer a Benefit Other Health Plans Don’t

You may not know it, but HAP is the only Michigan health insurance company to provide a personal service coordinator to each new member. Health insurance is more complex than ever. That’s why we give new members access to a dedicated person they can talk to whenever they have a question.  

HAP personal service coordinators contact you just after you’ve enrolled to confirm you’ve received your benefit information, to make sure you’re happy with the process and to get you started on your health assessment. They provide “one-stop shopping” for answers to any questions about your health plan, including:

• Benefits
• Payments
• Prescription drug coverage
• Finding a primary care physician
• Claims
• Referrals and more

Meet HAP personal service coordinator Janet Estes

Estes has been with HAP since 2000, as part of the original service coordinator team. She‘s been working with Medicare members throughout her career with HAP.

“I’ve always worked with seniors, coming from Henry Ford Hospital, where I was in Patient Services,” she said. “I worked directly with patients and often went to the hospital to help resolve issues. It was very rewarding to help people, and transitioning to HAP was a natural. Now I get to work directly with HAP members to help them get the best care and coverage possible.”

Estes attends member orientation events, and she appreciates the opportunities to meet HAP members.

“If something is important enough for a member to bring it to me, then it’s important to me as well,” she said. “I’m going to do everything I can to answer their questions, clear up any confusion and make sure they get everything they need from their HAP coverage.”

Customer service that goes above and beyond

We can talk about good customer service, but it means much more coming from our members. Estes recently received the note below along with a handmade gift from HAP member Rosanne Lamb.

“Dear Janet,

Here is an angel I made for you. You can hang it on your purse. It is just a little thank you for all your help. I couldn’t have done it without you. Happy to know you are there to call on.

Thank you so much for caring …”

Learn more about our personal service coordinators and the many reasons to choose and stay with HAP here.