Unum will also now routinely pay for a customer’s medical treatment if it is not readily available on the NHS or via private medical insurance and is likely to aid return to work.
The insurer 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. Unum says this will allow it 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, customer care director at Unum says: “These latest changes will benefit all of our customers -employers and individual claimants – by enabling us to be at once more proactive and responsive.