4th October 2007
- Certain medical treatments to be paid for by Unum
- Telephonic claims form completion introduced
Leading disability insurer Unum has modified its Group Income Protection claims management procedures in a bid to further enhance its customer offering.
The most significant enhancements include the introduction of telephonic claims form completion options and Unum will routinely pay for a customer’s medical treatment if it is not readily available on the NHS or via PMI and is likely to aid return to work.
Unum has also implemented an up-front benefit calculation procedure where its customers will be advised of the value of any claim as soon as the information is available rather than having to wait until the claim has been admitted. This will enable Unum to more proactively manage queries and avoid any delays in payment.
Following a pilot trial, Unum will also offer employers an additional service identifying potential claimants from their records of people off sick. These workers are then either referred for job retention rehab support or helped to start the claims process. Claims managers will also visit all employers who have claims with Unum on at least an annual basis if the employer wishes.
Other changes include reviewing all claims communications and ensuring that plain English is used throughout. Customers are also now able to communicate with the company by whichever means suits them best, whether by email, pdf, phone or letter.
Peter Dewis, Unum Customer Care Director, said:
We are continuously striving to enhance our service offering and these latest changes will benefit all of our customers -employers and individual claimants - by enabling us to be at once more proactive and responsive.
Unum’s abilities in the field of claims management, supported by our leading edge in the disciplines of disability assessment and occupational rehabilitation, have long been central features to our proposition and have helped to differentiate us from our competitors over the years. These latest changes are simply the latest step in making sure that Unum remains a clear leader in the Group Income Protection market.
ENDS