How has PBA managed 40 years of success? By staying true to Ron Walter and Dave Plumb’s vision:

"To offer the best customer service in benefit administration."

Celebrating PBA’s 40th anniversary means celebrating 40 years of outstanding customer service. To this end, our member advocacy department has continuously improved, adopting new tools, training, and workflows to meet evolving needs.

What Sets Us Apart?

• Our members love that they can quickly reach a real person in our domestic call center. In 2025, our average hold time is less than 1 minute, with an abandoned call rate of 2% or less.
• Our advocates spend as much time as needed to help callers, coordinating with other departments and providers to resolve issues.
• Follow-up calls are returned within 72 hours, voicemails the same day, online requests within 24 hours, and automated callbacks within 2 hours.
• We even send personalized cards to members for life events.

Our member advocates undergo extensive training, including 6 months of mentorship. We invest heavily in their development, with team members averaging 10 years of tenure.

Our commitment shows in our Google reviews—over 330 reviews with a 4.8-star average. Few companies in our industry can boast such ratings after 40 years. PBA service makes a huge difference. Join us in celebrating our amazing member advocacy team, and see what kind of difference our customer service can make for your or your clients’ plan. Reach out to sales@pbaclaims.com today!