FAQs for Insurers and Third Party Administrators


Aren't all EAPs the same?

No, they’re not. The quality and range of services differs greatly between service providers. Some EAPs try to be all things to all people and end up becoming diluted as a result.

A concern we often discuss with Insurers and TPAs is the level of service they can expect for their clients. Providing an extraordinary experience for users is fundamental for us. This means the likelihood of you receiving a complaint that an insured individual was turned away because they couldn’t instantly provide a cert or group number will no longer happen. We treat everyone with dignity and respect and help them.

There are no hidden charges in any of our programs, so you will never be assessed additional fees—an unexpected surprise not always mentioned by some service providers.

We’re interested in building a relationship with a credible, reliable service provider. Why should we choose Arete®?

We’re glad you feel this way. It’s important to us to develop a partnership-style working relationship where both parties keep in touch and discuss any concerns or questions well before anything develops into a more serious issue. We won’t disappear after we have your business.

We also ask for your feedback on a regular basis and because we know your needs can shift, we are always open to discussing possible solutions to new situations and challenges.

Our name, pronounced ah-reh-tay, refers to excellence and virtue in Greek. Transparency is key to any worthwhile relationship, and as our name suggests, striving for excellence drives everything we do.

We represent an association, with members rather than employees. Can your programs be customized to accommodate this difference?

Absolutely. All our programs can be customized to suit your structure. The name Employee Assistance Program (EAP) is a general term. In your case, it would be a Member Assistance Program (MAP), as would be reflected in program materials for members.

How good is your service? Can you prove individuals are satisfied with the assistance they receive?

All our callers are invited to participate in an anonymous survey during their time with us. Over the last four years, we are pleased to say over 95% of callers reported feeling reassured and informed, or understood and satisfied, after their initial conversation with one of our intake coordinators.

91% of our clients reported their personal counsellor helped them determine concrete solutions to address the issue at hand. This reflects our approach of offering practical assistance.

In some cases, the particular situation warranted alternative approaches, so those results are not included in the 91% figure.

Here’s what one recent client had to say after their initial visit—and example of the type of feedback we consistently receive: “We have got more out of this past hour than we have in the past three years with a HOST of doctors, care providers, therapists, clinicians, etc. That was incredibly helpful, with practical ideas that we can implement right away. Thank you.”

Your programs seem to emphasize helping businesses and organizations develop internal skill sets, rather than just assisting individuals facing challenging times.

At risk of sounding cliché, this is the “feed a person once” versus “teach a person to fish” dilemma. While the immediate need is to assist an employee or organization member with a challenge, in the long run, helping the organization’s key representatives (whether owner, manager, team or other leader,) is just as important. That’s why we offer generous access to human resources professionals, who can discuss the best way to handle matters when an individual is not performing to the best of their ability.

The more the organization learns how to recognize signs that all is not well and to support their human resources, the stronger it grows. Our research shows there is a direct link between absenteeism and presenteeism and the cost of doing business.

It’s also why we developed our Managing Excellence series of tips and suggestions for key role individuals.

How does Arete support the efforts of group insurance advisors working on our behalf?

Great question and one we are happy to answer!

We understand the importance of providing advisors with quality materials, guides written especially for them and access to a real live person when they need extra assistance. In the Advisor section of this website, you’ll find information written with advisors in mind. We also offer a dedicated business development consultant who is available to answer questions and offer insights whenever advisors are determining which products best suit a client’s needs.

In addition, each year Arete coordinates a one day, CE accredited educational conference: the Arete Group Insurance Advisor Conference (AGIAC). This non-promotional national event is guided by an Organizing Committee of respected industry leaders who ensure high quality, relevant and timely topics are presented by excellent speakers. 2015 marks the 5th anniversary for this popular learning opportunity with dates in Vancouver, Calgary and Toronto. Work is underway to offer this learning opportunity in Quebec in the near future.

Disability claims involving mental health challenges are on the rise. How can Arete help Insurers manage related absenteeism before and after a claim is established?

All our programs are built on the premise that work plays a key role in a person’s mental health. Our approach is to help individuals deal with situations affecting their productivity before they escalate to continued absence from the job.

In fact, a recent study showed a 70% improvement in productivity after counselling support accessed through the Arive® EAP program.

As part of our return-to-work strategy for individuals already absent, our intake process identifies and tracks progress towards a return to the workplace. Our counsellors focus on guiding individuals back to health—and back to work.

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