Leading the Way

Disability customers give Colonial Life an ‘A’

Nine out of 10 Colonial Life & Accident Insurance Company policyholders are satisfied with the handling of their disability claims[i], according to customer satisfaction surveys by an independent research company.[ii]

Colonial Life reviewed more than 75,000 disability claims in 2016 and paid a total of $193 million in benefits to disability insurance policyholders. Colonial Life’s new online claims service allows customers to simply and quickly file claims online. Customers can also easily upload supporting claim documentation from a computer or mobile device and have payments deposited directly into their bank accounts.

“We work hard to meet and exceed customers’ expectations because they’re the reason we’re here – to preserve and protect what they’ve worked so hard to build,” said Deb Rasmussen, vice president for claims at Colonial Life. “That’s why we continue to invest in tools and technologies to improve our customers’ abilities to file claims, check their claim status and receive their payments.”

The surveys were conducted throughout 2016 by Market Decisions on behalf of Colonial Life. The independent research firm surveyed a random sampling of claimants about their experience and satisfaction with the claims process. Key findings in surveys of voluntary disability insurance policyholders included:

  • 90 percent were satisfied with the overall handling of their claim.
  • 93 percent said clear language was used in communications.
  • 92 percent were pleased with claims-submission experience.

[i] Respondents identified themselves as Very Satisfied/Satisfied.

[ii] Market Decisions, 4Q2016 Voluntary Benefits Claimant Satisfaction Research (2017).

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