1. 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 and phone calls received before 3:00pm
24-hour turnaround for phone calls and s
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
General fax number
Designated resources to deliver personalized service
Assigned Benefit Operations National Liaison – Allison Jenkins, Operational Consultant,
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 , #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.