Given all of the disorganization of disability insurers due to COVID, lack of communication and any semblance of Customer Service is by far the major hurdle to successfully managing disability claims. Despite the fact that in the past all insurers prided themselves with providing “Exceeds” Customer Service, that is no longer the case.
Many of the problems surrounding disability claims can be easily resolved with a phone call. However, most insurers now have phone menus that do not include LTD (like MetLife), and claims handlers rarely pick up the phone. When they do return your call it’s usually 10 minutes before the end of their day, and when you call back, they’ve already left the office.
Not being able to resolve issues or obtain quick answers to claims questions is a problem for those managing their own claims. Unavailable claims handlers tells me that insurers are grossly understaffed and are muddling through a claims review process that is still remote. Claims handlers are using their cell phones with minimal supervision, which is why letters are late and customer service is non-existent.
Nearly every state has laws requiring insurance companies to be able to review and manage claims in a timely way with reasonable accuracy. What I’m finding today is that insurers are grossly understaffed, disorganized, and whatever systems they had in place have broken down.
So what do insureds do with this mess? Frankly, it’s not your problem. The important thing is that insureds continue “to add to the record” on a frequent basis. This means sending all requested information, and documenting whatever non-responsiveness you encounter. Keep your Administrative Record or file up to date with your point of view and claims experiences.
It is doubtful insurers will go back to any kind of normalcy with respect to the claims process. If insureds pay attention to what they add to the file, it may be a lot less frustrating.
