Colonial Life earns top marks in latest claims survey

Colonial Life Cares

Colonial Life earns top marks in latest claims survey

Protecting employees with industry-leading customer service when life’s unexpected moments occur is critical for success at Colonial Life & Accident Insurance Company.

And according to recent independent customer satisfaction surveys and complaint ratios from the National Association of Insurance Commissioners, Colonial Life’s policyholders are pleased with the service they receive from the company.

In 2019, Colonial Life made more than 1 million claim payments totaling approximately $750 million in benefits. First quarter 2020 survey results from a random sampling of Colonial Life customers who filed claims for accident, disability, special risk or supplemental health benefits showed strong results in claims submission, speed of approval and communications.

“This year has certainly had more than its share of unexpected moments, and strong results like these encourage us to keep doing the work of protecting our customers,” said Colonial Life President and CEO Tim Arnold.  “We love receiving feedback from our customers on how they think and how they feel about the job we’re doing on delivering on our promise to protect their families, their finances and their futures.”

Specifics of Colonial Life’s customer satisfaction results and NAIC complaints are included in a new Claims Experience flier released today by the company.

While Colonial Life has built its business on personalized, one-to-one benefits counseling, the global Covid-19 pandemic has not interrupted the company’s focus on providing the best benefits education and enrollment experience for clients.

“Our virtual enrollment capabilities have helped us to continue to provide protection to employees at a time when it’s more important than ever to have coverage for illness and injury,” Arnold said.

To learn more about how Colonial Life fulfills its mission to protect workers and their families, check out our Claims Experience Fact Sheet.


The Colonial Life Voluntary Benefit Claimant Satisfaction research is conducted by Market Decisions.