Although I’ve been informing the public about the inefficiency of the insurance industry, Unum remains an excellent example of the “goof ups” that occur.
In the last two weeks I’ve received many calls about Unum sending out letters alleging that only the “Physician’s Statement” was received and nothing else. Despite insureds’ sending in multiple page patient notes etc. Unum continues to allege it only received the Attending Physician’s Statement. When I called in, however, a Customer Care rep was able to verify that ALL of the information sent was received.
This is scary as hell for people thinking their information was not received. In one incident, both me and my Client sent and faxed the information, so Unum actually received it twice. My Client had fax verification and I sent with Signature Confirmation. Unum’s recent letter claims that only the APS form was received./p>
I had heard some time ago from a Unum claims handler that the Columbia, SC communication center was in a chaotic mess. This new situation, though, of alleging non-receipt of the APS, but nothing else, may mean that the communication center is only scanning in the APS and nothing else. Unaware claims handlers are sending out letters with false information. THIS NEEDS TO STOP!
Along these lines, I recent encountered a claims handler who absolutely could not speak English. I had to ask to speak to someone else “who could speak better English.” Unum is still using people all over the world remotely to manage claims. They are largely untrained, and as I said, unable to speak understandable English.
In addition, the new English-speaking rep was unable to locate an Authorization submitted to the file in 2017. This tells me that the claims handlers DO NOT HAVE access to the entire file, but only deal with maybe the top 20 or 10 pages. This also supports my prediction that the claims handlers are just “pushing paper” and are following protocols designed to obtain paperwork, have it reviewed, and then deny the claim. It is doubtful that any Unum claims handler today would have the know how to target and create an illusion good enough to support claim denials.
So who is it that’s denying claims you might ask. I suspect it’s the old guard English-speaking managers who are still with the company, attempting to risk manage what they can get their hands on. Add-in third part paper chasers and the whole process of updating claim files become a chaotic mess.
As it always has in the past, Unum’s mistakes and errors now place insureds and claimants in positions of having to take the responsibility of risk managing their own claims. Insureds will either know how to do it, or they won’t; but, at the end of the day, the result is going to have the same victims — insureds and claimants.
Someone said to me yesterday, “Please take care of this. I have cancer and I can’t handle all the paperwork and constant re-faxing.” And, of course, I will help, but it’s important for Unum insureds and claimants to understand what they’re up against. It’s getting really bad out there folks, so be mindful, and try to take care of business as best you can.
If the same things are happening to you, please send me an email and let me know what kind of a mess Unum is claiming. I may share some of your experiences, anonymously, of course, with others who may be in need of communal support.
