Clearly, Americans saw 2020 as a very difficult year with changes that no one could have expected. However, disability insurance, and the processing of claims continued, and on a much larger scale, stretching resources and financial committments to the hilt.
The companies listed below represent my opinion as to how they managed claims administration in very difficult times. The worst companies are listed first. Standing on my list includes not only how the company managed claims during COVID, but in addition, general principles of ongoing management and review of claims.
- Principal (Just awful!)
- Unum Group (Better, but still not good)
- DMS and Lloyd’s of London (Long delays, just awful!)
- Mass Mutual
- Guardian (Over investigation and paper requirements)
- CIGNA (New York Life in 2021)
- Lincoln Financial
- Northwestern Mutual
- Sun Life (No problems at all, at least with me.)
Prudential far outpassed Unum in 2020 as the top worst group insurance company. Guardian was way outside any reasonableness of claim investigation while Mass Mutual continued to misrepresent policy provisions. CIGNA was bought out by New York Life in 2021, and we’ll see how the new management proceeds this year.