Trust takes time to build, but maintaining it is just as valuable. Three years ago, I was searching for a third-party administrator (TPA) that would exemplify the following qualities: accessible, accountable, and proactive. These three traits were hard to find within the mainstream insurance carriers and large TPAs that primarily just process claims. I was looking for someone to check all the boxes. As any advisor will tell you, the test is not the sales pitch. What really matters are those first crucial months when they start working with the client.

Consider this a real-world checklist for choosing a TPA partner to ensure client success:

Change smarter, not harder: One of my groups  is a mid-size automotive dealer with over 600 employees. They had two very key needs: find ways to save money and have a better experience. We delivered both – with a very specific strategy as the source of success. Using a PPO network my client knew well, we had a directive to achieve $1M in savings the first year, which we exceeded. Even better, additional savings were found in the years that followed. Building change around familiarity allowed for continued, positive member feedback.