Unum Claims Service Enhancements for M Financial Group Unum has agreed to provide key enhancements within their Benefit Operations (claims) that are intended to result in consistent and responsive claims handling, with the highest level of customer-focused service to M Financial Group (M) Firms and your clients. The following is an outline of those enhancements and what they mean to you and your clients. Special M Claims-Related Service Enhancements M Financial Service Commitment* Standard (Non-M) Commitment What It Means To You Specifically designed claim form with M Financial identification number. CL-1019-MF for Group-only or Group/IDI combination plans, or when employer is assisting claimant. CL-1020-MF for IDI-only benefit claims. Regular claim form The special “MF” form recognizes the claim as an M Financial customer claim, allowing expedited processing Assigned designated Disability Benefits Specialist Random assignment to all Disability Benefits Specialists based on region Familiarity with M Financial claims adjudication leads to optimal decisions and service Initial claims acknowledgement sent within 3 business days to claimant and broker for IDI Claims acknowledgement sent within 5 business days to claimant only Expedited claims processing for your clients Same day response on e-mail and phone calls received before 3:00pm 24-hour turnaround for phone calls and emails More responsive service for you and your clients 48-hour advance notification to broker on adverse decisions for IDI. Notification only to claimant on adverse decisions. Unpleasant surprises are eliminated and you can help manage client communication Special fax number for M Firms to use after claim has been submitted 866.562.4794 General fax number Designated resources to deliver personalized service Assigned Benefit Operations National Liaison – Allison Jenkins, Operational Consultant, AJenkins@Unum.com, 774.437.6158 No assigned Benefit Operations Account Manager M-designated Benefit Operations Account Manager provides personal service Escalation on claims issues to Regional VP Escalation on claims issues to Director of The Benefit Operations Appeals are addressed by Regional VP * All Unum group and individual products available, including MonograM M Financial Service Commitment Standard (Non-M) Commitment What It Means To You Unum Toll free hotline for M Financial Group 866.680.9142, #5 General customer service line Designed to provide a convenient and efficient single point of entry to Unum on any service matter, including general service, underwriting, marketing, and claims.