Reliance Standard and untimely claims decisions
A big stick goes out to Reliance Standard for taking up to 20 days to review medical information by outsourcing to companies who have no commitment to time considerations. According to one claims handler I spoke to, “Reliance is a very big company and information is reviewed in the order it is received. It depends on what kind of backlog they have.”
In my opinion, any company that could take up to 20 days to review STD claims shouldn’t be selling STD products. Short-term means short-term doesn’t it? In addition, my experiences with the company have shown that the company has no interest in providing quality claims review services, nor does it seem to employ claims handlers that are knowledgeable and properly trained.
Another claims handler began the 24 month limitation clock ticking using the date of disability and not the first date of paid benefits, a major administrative error. Obviously, Reliance Standard isn’t walking the talk of good claims management.
Mass Mutual – the company of delay and indecisiveness.
Although Mass Mutual was once reported by this blog as a credible insurer, of late the company seems to have gone downhill. DCS’ major complaint is that it does not seem to “accept as credible” what’s in front of its face. Claims handlers have absolutely no autonomy to make claims decisions and rely on medical and management resources to tell them what to do despite what’s obviously in the file.
Patient information is sent for review after review taking considerable periods of time to come to false or inaccurate conclusions. Then, the claims handlers begin the same process all over again – requesting the same information, that takes too long, that isn’t clear, and let’s get more information.
In my opinion, Mass Mutual deserves a huge stick for not investigating claims on at timely basis, and not accepting proof of claim that is credible to disability.
Unum’s invasion of its EDU and denying old claims in an arbitrary and capricious manner.
Unum’s invasion of its own Extended Duration Unit, denying claims paid for 10, 15, 20 or even 25 years is an arbitrary abuse of discretion that is unconscionable. Paying claims with a continuous “Primary Plan Direction” of total disability, and then suddenly and without notice denying claims in a completely different direction is an egregious claims practice and is litigious.
Is Unum that hard up for profits that it now actively risks manages its own totally and permanently disabled and SSDI award claims? You bet it is, and there is no longer any “safety zone” at Unum. Those who have been on claim long-term should be aware that Unum can and will deny claims at any time, even into your 60’s, or within a short period to maximum duration.
Unum’s claims handlers are also arrogant, accusative, and nasty on the phone.
Unum is awarded the April “Log” for bad faith and abusive claims management.
AFLAC – AF-FLOP
AFLAC isn’t what it’s cracked up to be on TV. The company takes a very long time to review disability claims and actually “risk manages” claims by harassing treating physicians. It can take up to 10 days to get third-party authorizations approved, and no one seems to know who’s managing what.
AFLAC gets an AF-STICK for selling and advertising products it misrepresents on TV. In my opinion, this company isn’t a DUCK, BUT A QUACK and takes way too long to pay what it owes.
Northwestern Mutual – friendly, helpful and reasonable.
Northwestern Mutual’s claims handlers have been very helpful in resolving claims issues. In fact, in the last several years I’ve found NWM’s claims communications to work toward helping insureds and pay claims rather than the other way around. Insureds are treated with respect.
We give a one and only carrot to NWM for staying outside the cusp of horrible claims management. Thank you.