response time

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This topic contains 3 replies, has 2 voices, and was last updated by  TTrumble 1 month, 2 weeks ago.

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  • #38165

    Nequaria3
    Member

    How long should I give my counselor to respond to email before trying to call her?

    #38168

    TTrumble
    Member

    Hello Nequaria3,

    Ideally, your counselor should respond to an email no later than the next business day. However, many members make the mistake of repeatedly emailing their counselor, sometimes multiple times per day. All this accomplishes is cluttering up your counselor’s mailbox and actually making it more difficult for the counselor to respond as a result as your message can get lost in the clutter.

    So, please only email your counselor ONCE regarding any given question.

    If you have not gotten a response by the end of the following business day, please call NACA Member Services at 425-602-6222. The Member Services rep will reach out to your counselor and relay a request to contact you.

    Trying to call your counselor directly is probably the least efficient way of making contact and really isn’t a good idea. At any given time, your counselor is probably in an appointment with a member, and is devoting her full attention to that member, just as you would want when you are meeting with your counselor. Regarding voice mails, the clutter issue is going to happen here too.

    In short, email once, then call Member Services if you haven’t heard back by the end of the next business day.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

    #38888

    Nequaria3
    Member

    My case was submitted back to underwriter on Sept. 22 is it normal that I haven’t heard anything

    #38893

    TTrumble
    Member

    Hello Nequaria3,

    That is a little long for a response. Things get backed up sometimes as we all know, but 11 days is a bit much.

    Please email me with your name, Forum screen name and NACA ID number and I’ll take a look for you.

    Tim Trumble
    Online Operations, NACA
    ttrumble@naca.com

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