Last year nearly half a million people turned to us with new requests for benefits in a time of illness, injury, or after the death of a family member. More than 375,000 of these customers were filing a claim for disability benefits.
So we have hundreds of thousands of reasons to strive for the highest levels of customer service. Our disability claims philosophy is centered on people, not paperwork, because we never forget that behind every policy is a person experiencing a life-changing event.
Unum’s disability teams include benefits specialists, nurses, vocational consultants and physicians to create the gold standard in claims management. This team focuses on employees on disability by:
We believe in giving full attention to each of our customers. Our benefits specialists are specifically trained to focus on building relationships and developing a sense of trust through every interaction.
In our long-term disability regional teams, our benefits directors manage small teams of six or seven benefits specialists. Their caseloads are intentionally lower than industry standards — allowing them the time they need to effectively partner and communicate with our customers, which provides a high level of personal touch throughout a disability.
High marks for customer service
This commitment to service is why customers give Unum and the benefits specialists handling their claims positive reviews:
Testimonials from our customers
While the high marks the company and our employees receive in customer satisfaction research is important, it’s even more rewarding when our customers contact us and ask to share their story. Hear what our customers are saying about our service and employee benefits:
If you’re interested in reading more about how Unum benefits impact the lives of our customers, visit the customer stories section of unum.com.
1,2Market Decisions, 2012 Unum STD, FMLA and LTD Claimant Satisfaction Research (2013). Overall satisfaction results from fully-insured customers only.
3Harris Interactive, 2012 Unum Employer Loyalty Study (2013).
4Mathew Greenwald & Associates, 2012 Unum Broker Loyalty Study (2013).