Frequently Asked Questions

For your convenience, we’ve provided a list of answers to common questions about our benefits. Use the links to go to the area that interests you. Your HR representative may also be able to provide additional information.

Getting started

Learn how to submit a claim or leave

Ongoing

Learn what to expect after you have submitted a claim or leave request

Payment information

Get more information about how and when claims are paid

General

Review the claim services and capabilities that are available online

Documents

Get more information about Form W-2(s)

Can I report family and medical leave online?

Yes, if Unum administers family and medical leave for your employer. If you are unsure, please contact your employer.

How do I file a claim or leave?

Go to start a claim on this site to start filing your claim or leave.

When should I file my leave or claim?

We recommend filling your leave/claim as soon as possible to ensure all supporting documentation can be obtained and that all time frames of your employer and policy are met.

What does a claim include?

It depends on the type of claim you are filing. There will always be a section for you to complete. There will most likely be a section for your doctor to complete, as well as an authorization form that allows us to gather additional information from your doctor if necessary. There may also be a section for your employer to complete.

>It depends on the type of claim you are filing. You may be asked for:

• Important dates, such as:
  • The last day you actually worked
  • Your estimated return-to-work date (or a general timeframe)
  • Dates of hospital confinement, emergency care, diagnostic or Wellness Benefit tests, pregnancy due date, accident date, etc.
• A brief description of the illness, injury or accident you are reporting
• The full name, phone and fax number of the doctor(s) treating you for the condition you’re reporting

QIs there a way to submit my claim or leave other than online?

AIf your insurance is provided through your employer, you can get a paper claim form from your human resources department. If your employer lets you submit claims by telephone, your human resources department will give you a toll-free number and instructions for submitting your claim over the phone. If you purchased an individual income protection policy, you can get a claim form from the insurance advisor who helped you buy your policy, or by calling Unum.

What happens after I have filed my claim or leave?

Once you have submitted your claim or leave, Unum will review it for completeness and clarity. If any information is missing or unclear, a Unum representative will notify you.

Why don’t I see my claim or leave when I sign on?

You may not see it for one of two reasons.

1. To ensure privacy, we only display claims and leaves that match both the social security number and the date of birth that you supplied when you registered for our web services. If you think your registration information is incorrect, or you think we may have the wrong information in our claim/leave records, please call 1-866-679-3054.
2. If you sent your claim/leave in via paper or fax, it may not have been input into our system yet.

What happens after my claim has been assigned?

Your Benefits Specialist will review your policy and any supporting documentation. If necessary, your Benefits Specialist will partner with other professionals such as physicians, nurses and vocational rehabilitation consultants.

How long does it take to review my claim?

For most Short Term Disability claims, a payment decision will be made within 5 business days after Unum receives the completed claim. If the medical condition is more complicated, however, the review of the Short Term Disability claim could take up to 30 days. Most Long Term Disability claim decisions are made within 35 to 45 business days after Unum receives the completed claim.

How long does it take to review my leave?

For most leave requests, once Unum has received all required information, a decision can be made within 2 business days.

Once I have submitted the claim or leave, will I have to provide any additional information?

Your Benefits Specialist will contact you if you need to provide any additional information. The specialist may also request information from your medical provider or employer.

How will I know if my claim has been approved?

You will receive a letter notifying you of your claim’s approval. Or, in some cases, you may first receive a check with an explanation of benefits.

If I am approved for disability, when will my benefits start? How long will I receive payments?

Several factors determine your benefit start date and duration. Your Benefits Specialist will review your policy and provide you with information specific to your claim.

If your disability is catastrophic or expected to last for a very long time, Unum has resources available to help you qualify for and receive Social Security Disability Income (SSDI) benefits. In fact, the success rates of Unum’s advocacy programs for SSDI benefits exceed national averages. Unum disability benefits will be reduced (or "offset") by any SSDI or other qualifying disability benefits you receive from another source. The benefit offset amounts are explained in detail in your Unum policy.

If I have both Short Term Disability and Long Term Disability coverage, will I need to file a second claim for the Long Term Disability?

No. If you have both policies with Unum and you remain disabled throughout your Short Term Disability benefit period, your short term claim will automatically transition for consideration of Long Term Disability benefits. You will not need to file separate claim forms to initiate the Long Term Disability claim, although additional information may be requested.

If I need to extend my claim, what information do you require?

In your approval letter, there is a section called "What we need from you." There, you will find a list of the information that’s necessary if you require an extension.

Any time you view your claim or leave on this website, you can send Unum a message to provide new or updated information.

How many family and medical leave hours do I have available to take?

You can learn how much family and medical leave time you have available by contacting Unum.

What is the difference between family and medical leave and Short Term Disability?

Family and medical leave is a federal law that is in place to protect your employment if you have to miss work to care for yourself or a family member. Short Term Disability is a benefit you choose, which replaces your income while you are out of work. Together, they can give you more complete protection while you’re out of work.

Why is my claim closed?

Your claim may be closed for one of the following reasons:

• You are able to return to work and no longer need your Unum income protection benefits
• Your claim has been denied after a thorough review of your condition and the eligibility requirements of your Unum policy
• A final benefit has been paid for your claim
• There was not enough information to fully evaluate your claim

Why is my leave closed?

A leave can be closed for various reasons. You can contact Unum with questions.

My claim was denied. Can I appeal this decision?

Yes. You will have 180 days to appeal, in writing, to Unum. In your letter to Unum, you should include a specific explanation of why you disagree with the claim decision. This information will help us to respond quickly and directly to your concerns. All appeals are reviewed and evaluated by an independent team of claim professionals who are given access to all original claim information. Decisions to reverse or uphold the original claim decision, or to require additional investigation, are typically made within 45 days of the appeal.

Can I have my claim payment directly deposited into my bank account?

Yes, if your disability claim is eligible. After your claim has been approved, you will have the option to sign up for direct deposit when you view your claim online.

How long does it take for direct deposit to take effect?

A short test period is required to confirm the connection with the bank. It may take up to two pay cycles to complete this process. You will receive a check for any payments made during this time.

How can I see if my claim payment has been issued?

Benefit payments will be made on a regular basis — either by check or by direct deposit. When you view your claim on this site, you can also see your claim payment history.

How long can I view my payment history online?

You will be able to review your benefit payment history for up to 120 days on this website.

Can I choose to opt out of receiving paper correspondence?

Yes, you can switch to paperless updates to help the environment. You will be notified by email when a new letter is ready for you to view on this website.

Can I upload a document online?

Yes. When you access your claim or leave on this site, you can upload a document from your personal computer and Unum will apply it to all of your open claims and leaves.

Can I submit a medical authorization form online?

Yes. If you already have an existing claim, you may download the specific authorization form for your claim. You can then electronically sign the form and submit it online.

When would I need to have an Attending Physician Statement completed?

Your Benefits Specialist may need more detailed medical information from your attending physician in order to make an appropriate payment decision.

Any time you view your claim or leave online, you can send your Benefits Specialist a message with questions or a request for additional information about your claim or leave.

Can you reply to my messages online?

If a response is necessary, your Benefits Specialist will contact you by phone call or letter.

How can I update my mailing address, login ID and password?

Go to your Profile to make changes to your personal information.

How can I change the name that I originally registered with online?

To change your name, please contact Unum.

When are my disability benefits taxable?

The benefits are taxable if:

• your employer pays the entire premium for your disability insurance
• you pay all or part of the cost of your disability insurance premium with pre-tax dollars
• you and your employer share the cost of your disability insurance. The amount taxable is based on the percent of your employer’s contribution combined with any portion paid by you with pre-tax dollars.

Who can I contact with questions about my W-2 form?

Call the Unum Tax Reporting Group at 1-800-845-2290. Our hours of operation are 8:00 AM-8:00 PM EST from January 12 thru February 12 and 8:00 AM-6:00 PM EST from February 13 thru March 31. Any of our experienced representatives will be able to assist you.

Why is Unum shown as my employer when I never worked for Unum?

The IRS requires that Unum show its name as the employer when Unum issues the W-2 form. This lets the IRS know who prepared the form and is for reporting purposes only.

My tax accountant says these benefits are not taxable because I am permanently and totally disabled. Why does Unum show them as fully or partially taxable?

The benefits paid to you by Unum are considered third-party sick pay. When the employer pays the premium or the employee pays for the premium with pre-tax dollars for the disability insurance, the benefits paid as third party sick pay are taxable. Please refer to IRS Publication 15-A for more information regarding the taxation of third party sick pay.

If I am permanently and totally disabled, why does Unum call it sick pay?

The nature and severity of your disability do not determine taxability. The IRS states that if any benefits under the plan can be paid for a temporary period of time, then all benefits under the plan are temporary benefits. This is what qualifies Unum's benefits as sick pay.

If I receive Social Security Disability income or Worker’s Compensation and make a repayment to Unum, does this affect my taxable income and the reporting on my W-2 form?

Yes, any portion of the repayment that applies to the benefits paid in the current year will be reduced from your current year W-2 form. Unum will notify you how much, if any, of the repayment is applicable to a prior year. You may be able to take this prior year repayment amount as a deduction or credit on your current year tax return. Please contact your tax preparer regarding these rules and refer him/her to IRS Publication 525.

Why does Unum issue a W-2 form and show the benefits paid as wages? Will this cause me problems with Social Security?

The IRS requires that third party sick pay be reported on Form W-2. Box 13 of the W-2 form indicates this is third party sick pay, so when this box is checked, Social Security understands that you are only receiving disability benefits.

How do I change the tax withholding amounts from my disability benefit payments?

Contact the Unum Disability Benefit Specialist who handles your disability claim for any changes you want to make to your federal and/or state tax withholdings. If you do not know how to contact your specialist directly, call 1-800-858-6843 from 8:00 AM-8:00 PM Eastern Standard Time and one of our representatives will help you reach the right person.