Several clients have contacted DCS with information concerning field representative visits. Apparently, Unum’s investigators are engaging in phone conversations with insureds and are requesting written information either prior to or at the time of the interview.
Unum field representatives do not have the authority to make any claims decisions, but are hired to conduct verbal interviews in such a way as to solicit information from the insured which can be used adversely to deny claims. Therefore, insureds are not required to provide any records or information directly to the field representative and should not do so unless directed differently by an attorney or other consultant. In fact, in order to make sure information is actually getting to the claims specialist, it should be sent directly to that person, not given to the field rep who is conducting the interview.
Field representatives are rarely licensed as private investigators in the state in which the interview takes place, and are well aware of any surveillance taking place either before, during or after the interview. Imagine, sitting across the table with an insurance rep desperately trying to convince you to trust him, when he knows quite well there’s a guy outside with a camera focused on you. It actually takes some skill to be that deceptive.
Insurance field representatives write reports which are submitted to the claims specialist “sizing you up” (and your home), and describing your responses to a pre-determined template of questions. Although field visits are sold to the insured as “opportunities for you to ask questions” the interview’s objective is to prompt the insured to “open up” about every aspect of their lives, family, and disability. The purpose of the interview is to obtain information which the insurance company can use to discredit the claim or the individual.
If this were not the case, no insurance company would pay to conduct field visits; no activity is ever conducted by Unum (or any other insurer) unless it has been proven to be profitable in the past. DCS still gets calls from individual insureds who are naive in their thinking assuming the interview is harmless. Field interviews are not harmless – they kill disability claims.
This might seem to be a pretty harsh description of a field interview, but insureds need to take a more realistic view as to why the interview is being requested in the first place. Make no mistake, field interviews are conducted for the sole purpose of obtaining ammunition from the insured which can be used to support a claim denial in the future. Insureds should view the activity in that context and exercise extreme caution especially at this time of the year.
Please note: Field visits were NOT a good option for insurance companies during COVID since everyone was locked down. However, they are requested now with a vengeance and should be paid attention to.
