BAC continually strives to achieve excellence in our service quality. Unfortunately, we are not perfect and will occasionally make a mistake or an error. These may be REAL, as a data entry error; or they may be PERCEIVED, where a correctly paid claim to a physician seems like an outrageous overpayment to you. Regardless of type, it is extremely important to us that the appropriate correction and or explanation be made quickly. Our Quality Performance Guarantee promises that we will respond within 5 business days to any problem or concern that you as the Employer / Plan Sponsor, Plan Administrator or Plan Trustee might have. Your request should be made directly to me, whether by mail, fax, or personal conversation. If we do not respond, by either correcting the problem or mapping out a course of action that will lead to its resolution, then that months Basic Administration Fee will be waived. YOU DESERVE OUR BEST, WHICH I PERSONALLY GUARANTEE Richard A. Raup - President & CEO