If anyone has been through the hoops with disability insurers I would be my top pick. I worked through the Unum Life Insurance years, the UNUMProvident years, Unum Group years and now the post CO_ID years. A great deal changed in these time periods, and as a result of the last two years, there are many new changes insureds should make to allow the process of managing disability claims a lot easier.
My purpose in writing this particular article is because I frequently come in contact with insureds who are still operating under the assumption “the insurance company is out to get them.”
That’s not true today. I’m sure there is still negative information on the Internet regarding Unum and other insurers making it difficult to put claims management into perspective. And yes, insurers will always have their little schemes in order to deny more claims. That is never going to change. Still, it is no longer necessary to believe that disability insurers have a global plan to take away your claim.
To continue to think that every little change in the claims process from what you’ve been used to is “deliberate intent to deceive” and deny, deny, deny, is simply not true, and insureds would do better for themselves by thinking about the new reality of claims management.
For example, if your claims handler changes, or you receive forms you never saw before, or your update period changed, or watermarks start appearing on your forms etc., you can save your emotional sanity and stop thinking this is ONLY HAPPENING TO ME, and “they’re out to get me.”
While all insurers do not operate in the same way, the claims process went through many changes during the last three years. Most insurers do not maintain central facility offices, but continue to outsource all of the work. Unum hires claims handlers in the Philippines and in other places, which makes the claims process harder when reps can’t speak English. Other insurers have done the same.
Resources are limited. I’m told that Unum gives out phone numbers that do not exist. Paperwork is often received much later than the date on the envelope and letter. Claims are floating from one claims handler to the next. There is substandard Customer Service, and it’s difficult to get in touch with people who can answer your questions.
It’s obvious, the claims process is chaotic and negligent everywhere. I think you get the picture. Insurers have no direct intent to swindle you out of your benefit, they just can’t seem to get it together to process claims in an organized and accurate way. They keep hiring third party paper chasers to harass you.
So while some insurers may decide to engage in petty harassments as “projects”, to my knowledge there is no insurance company that is still “targeting” claims with intent to deny on a grand scale. And, certainly no insurance company is out to “just get you.”
I’m not saying that people won’t fall victim to the petty scams, but it’s no longer necessary to expend valuable emotional thinking to the idea “they are out to get you.” Disability insurers can barely maintain themselves, much less organize companywide to target claims. It’s not necessary anymore, but there are some things insureds need to do differently.
Instead of freaking out about which form you received, pay more attention to WHAT GOES ON THE FORM, making sure it is completed to support your claim, not draw questions to it. Send information “to the file”, particularly when mistakes happen. For example, “Please note I received the update forms two weeks after the date of request. Therefore, 45 days from the date of receipt is________. Please add this information to my Administrative Record.”
Insureds should pay more attention to detail documentation from medical resources. In other words, detail specifics about your medical condition is much more important now than claims logistics.
I hope this information helps to center your thinking about managing disability claims. Please call me if you have any questions.
I am here to help if you need it.
This is just a reminder that my book is available to read on my website. If you are interested in the history of Unum, it might be a good read.
