It may take up to seven days for your claim form to reach the Colonial Life office. Claims processing may take up to 14 business days.
You can find out if we have received your claim 24 hours a day, seven days a week by calling the Colonial Life Service Center at 1.800.325.4368 and using the automated service option.
You can also send us an email and we'll respond directly to you within two business days.
Please remember: Claims submitted for benefits that are subject to a pre-existing condition exclusion, waiting period, or are within the contestability period of the policy may require additional medical information that can extend processing time. While we can't avoid delays resulting from the need to obtain this additional medical information, our claims specialist will work with your medical provider to expedite the process and get your claim reviewed in a timely manner.
All incoming mail (U.S. mail, fax, certified mail, Federal Express, etc.) is processed by received date. Claims are processed by the date they are received, not by method of delivery.
However, you can expedite delivery of your benefits check by selecting the overnight delivery option on the claim form. There is a fee for overnight delivery and this fee will be deducted from your benefits check. You may also indicate if you would like for us to leave an electronic message at your home phone number that notifies you that your claim has been processed.
Submit a completed Colonial Life claim form to us for processing by a claims specialist. Please provide as much information as you can. This will help our claims specialist process your request.
Colonial Life claim forms may be obtained by contacting your employer or by calling the Colonial Life Service Center. Colonial Life claim forms are also available for you to download here. You may mail or fax your completed claim form to:
Colonial Life & Accident Insurance Company
P.O. Box 100195
Columbia SC 29202-3195
Fax: 1.800.880.9325
If you fax your claim form, please keep the original form for your records.
Complete the appropriate sections of the claim form according to the directions included on the form. If necessary, have your doctor and employer complete the applicable sections. Attach your medical bills and any other additional information to the form and fax or mail it to Colonial Life.
If the information you are sending to Colonial Life is less than 20 pages long, you may fax it to us, toll-free, at the number indicated on the claim form. If you send us your information by fax, please do not mail the originals. Faxing your claim eliminates the time required for U.S. mail delivery. Please allow us two business days to update our system on faxed claims. You may also indicate if you would like for us to leave an electronic message at your home phone number that notifies you that your claim has been processed.
You should attach any doctor or hospital bills associated with the claim to the claim form. Should you obtain additional medical bills associated with the claim, send them to us. Colonial Life provides benefits based on your coverage and the information received.
To expedite your claim, it is important that you send us as much information as possible. Delays can be experienced when incomplete information is submitted. The following information is needed when submitting a claim:
The following additional information may be required depending on the claim submitted:
Your doctor and employer must verify all disability claims. Total disability benefits provided by your coverage are determined once your claim has been reviewed. Because Colonial Life cannot pay benefits for time you have not yet missed from work, you may need to provide verification of your ongoing disability and the dates you are unable to work. We will notify you in writing if additional information is required.
You can file your wellness claim for a test performed within the past 12 months in one of three ways:
If your test was performed more than one year (12 months) ago, you must send us a copy of the bill or statement from your medical provider by fax or e-mail. This statement must include the type of procedure performed, charges, date of service, and your provider's name and address. Please write your fill name, Social Security number and current mailing address on the statement.
You can file your Doctor’s Office Visit claim for a visit within the past 12 months in one of three ways.
If your visit occurred more than one year (12 months) ago, you must send us a copy of the bill or statement from your medical provider by fax or e-mail. This statement must include the charges, date of service, and your provider’s name and address. Please write your full name, Social Security number, and current mailing address on the statement.
Complete the appropriate sections of the Colonial Life claim form and send Colonial Life a hospital bill or statement from your doctor indicating the date and type of delivery. Please include the attending physician's name, address and phone number.
Send Colonial Life an email. Please include your name and policy number or Social Security number in your message. You will receive a response from Colonial Life within two business days.
You can also call the Colonial Life Service Center. Please have your policy number or Social Security number available when you call.
Download the Request for Service Form. Complete the appropriate sections and mail it to us at the address provided on the form. You can also call the Colonial Life Service Center (1.800.325.4368) to make this change.
You may continue your individual coverage for certain Colonial Life products at the premium you are currently paying. For more information about continuing your coverage, call the Colonial Life Service Center at 1.800.325.4368.
Your ability to continue coverage during a leave of absence is addressed in the policy and/or through our administrative guidelines. If coverage can be continued during a leave of absence and your employer will continue to send your premiums to Colonial Life, no action is necessary.
If your leave of absence is three months or less and your employer will not be sending your premiums to Colonial Life, you will need to send your premium payment to Colonial Life. You will need to send the amount that would have been deducted from your paycheck for the pay periods you will miss. Mail your payments to the address listed below.
Colonial Life & Accident Insurance Company
Attn: Account Services
P.O. Box 1365
Columbia, SC 29202
If you will be on a leave of absence for three months or more and your employer will not be sending your premiums to Colonial Life, we require that you complete a form to change your policy to be paid on an individual payment basis. Please call the Colonial Life Service Center at 1.800.325.4368 for additional information.
Please call the Colonial Life Service Center at 1.800.325.4368 between 8 a.m. and 7 p.m. EST, Monday through Friday. Have your Social Security number or your policy number ready when you call.
You may also send us your question by email. Please include your name and policy number in your message. You will receive an answer from Colonial Life within two business days.
If you need to speak to a customer service representative, we recommend that you call Wednesday through Friday, either early in the day or later in the afternoon. Mondays and Tuesdays are the busiest days for the customer service representatives in the Colonial Life Service Center.
Please call the Colonial Life Service Center at 1.800.325.4368 for detailed information about your policy.
If not otherwise required by law, Colonial Life pays benefits directly to you, the insured, unless you authorize a hospital, physician or other health care provider to receive your benefits. This is called “assigning benefits.” You can assign your benefits by signing the appropriate section on a Colonial Life claim form.
If you pay your premiums under a flexible benefits plan with pre-tax dollars, or if your employer pays part or all of your premiums, some of the benefits you receive may be taxable.
You may receive a 1099 tax form from Colonial Life and/or a W-2 form from your employer that will include the benefit amount you received that may be taxable.
If you have questions about taxability of benefits, discuss them with your employer or contact the Colonial Life Service Center at 1.800.325.4368 and ask to speak to a tax specialist.
Your ability to reinstate coverage is addressed in the policy and/or through our administrative guidelines. If your policy has been out of force for less than 30 days and:
If your policy has been out of force for more than 30 days, follow the above guidelines and also complete and submit an Application for Reinstatement form to Colonial Life. These forms are available from your employer, a Colonial Life benefits representative, or by calling the Colonial Life Service Center at 1.800.325.4368.
Please call the Colonial Life Service Center at 1.800.325.4368 if you would like to cancel your policy.
Colonial Life & Accident Insurance Company is a subsidiary of the Unum Group. If you would like to learn more about this relationship, please visit the “Who We Are” section of this web site.
Colonial Life is the marketing brand for Colonial Life & Accident Insurance Company.
The Gramm-Leach-Bliley Act and a variety of state laws require insurance companies, including Unum's insuring subsidiaries, to give a Privacy Notice to certain applicants and customers.
No, you do not need to sign the notice or send it back to Unum. Our Privacy Notice is for your information only.
"Nonpublic personal information" is personally identifiable information regarding a person's financial affairs or health. For example, financial information would include any information that may be found on a credit report. Health information would include information about a person's physical, mental or behavioral condition that might be found on a doctor's report used for underwriting or claims management.
Unum shares consumer information as needed to service your insurance policy or as otherwise permitted or required by law. This could include sharing information with our "affiliates" (companies within the Unum family). Unum may also share information with contracted parties, such as producers, who help us service your policy.
GLB requires that we give you the opportunity to "opt out" only if we share nonpublic personal financial information in certain ways. For example, if we share nonpublic personal financial information about you with non-affiliated third parties for reasons that are unrelated to insurance functions or outside certain marketing exceptions, you can instruct us not to share ("opt out"). Because we do not share nonpublic personal information with non-affiliates for those purposes, we do not offer an “opt out.”
Under GLB, we are permitted to share nonpublic personal financial information with our affiliates without offering an “opt out.”
Unum has physical, electronic and procedural safeguards in place to protect nonpublic personal information. For example, only authorized employees handle nonpublic personal information in servicing policies. In addition, Unum uses industry standard electronic methods, such as firewalls, to safeguard the confidentiality of online information.
New group policyholders will receive an initial Privacy Notice when their policy is issued. Individual applicants and policyholders will receive an initial Privacy Notice with their application or when their policy is issued. Unum also sends a Privacy Notice to its group and individual policyholders annually.
Unum issues its group policies to employers and other entities, who are the group policyholders. Unum provides its Privacy Notice to group policyholders, which means the employers and other entities receive the Privacy Notice. In most circumstances, the employees or other individuals covered under the group policies (insureds or certificate holders) do not receive a Privacy Notice. Group claimants in certain states, however, will receive a Privacy Notice as required by state law. Anyone may obtain a copy of Unum's Privacy Notice by:
Unum does not share nonpublic personal financial information about you with companies that want to sell you products and services that are not related to insurance or other financial services. For example, we do not sell your name to catalog companies or telemarketers. GLB allows us to share nonpublic personal financial information, without offering an “opt out,” for certain marketing purposes. For example, we may share information with companies that help us market our own insurance products and services. We may also share information with other financial institutions, such as insurance companies and banks, to jointly market financial products and services. Financial products could include insurance policies or annuities. We do not, however, frequently participate in this type of joint marketing arrangement.
The Fair Credit Reporting Act is a federal law that has been in effect for years. Like GLB, it addresses the sharing of consumer information. GLB requires that we mention the Fair Credit Reporting Act in our Privacy Notice.
This could include your employment history, previous medical conditions or credit history and the information may come from outside sources. Information that is directly related to your transaction could include whether you have paid your premium, the benefits under your policy and information regarding your claim.
You may request to review information we collected when you applied for coverage by writing to Privacy Officer, Unum Group, 2211 Congress Street, M347, Portland, Maine 04122. You will receive Unum's complete Privacy Notice, which gives you additional information regarding our access and correction policies and procedures. The notice includes detailed instructions explaining the type of information you may review and how to obtain access to that information.
Your Universal Life Insurance policy is a flexible premium adjustable life insurance policy that lets you vary your premium payments and adjust your death benefit, subject to IRS and Underwriting guidelines. Increases may require proof that you can qualify for the new death benefit. The premiums you pay go into a fund value that earns interest. Expense charges and cost of insurance charges are deducted from the fund value.
If your yearly premium payment plus the interest your fund value earns is less than the charges, your fund value will decrease. If the fund value continues to decrease your coverage will eventually end. To prevent that you may need to increase your premium payment and/or make changes to the policy.
Universal Life Annual Reports are sent to policyowners each year on the policy anniversary date. The Annual Report provides a statement of activity on the policy in the last policy year and a projection of how the policy will perform long term.
The Annual Report gives you the following information:
It also indicates any activity since the last report and will show:
Your Annual Report includes important information about how your policy is expected to perform in the coming years. You should carefully review the report to ensure the current and projected performance of the policy continues to meet your needs. For example, if your yearly premium payment plus the interest your policy earns is less than the expense charges and cost of insurance, you may decide to take steps to ensure your life insurance protection continues beyond the projected lapse date. One step you can take is to contact us for a Universal Life Policy Illustration. See below for more information on requesting a policy illustration.
Please note, all projections assume there are no future changes in benefits, no loans or withdrawals are taken and that all premiums and interest charges for policy loans (if any) are paid when due.
The Annual Report provides projections based on:
Coverage ends on the Maturity Date shown on the Policy Schedule included in your policy. It is the date on which the policy matures and is the last day on which insurance provided by this policy can remain in force.
It is important to note that the policy can terminate prior to the Maturity Date. The Annual Report helps you understand the current performance of your policy so you can take action to ensure the universal life insurance policy continues to the Maturity Date.
There are several reasons:
There are three possible reasons the current death benefit is different from the original specified amount shown in your policy:
The guaranteed interest rate is the minimum interest rate credited to the fund value. The Guaranteed Interest Rate is shown on the Annual Report and in your policy.
All premiums are credited as of the date Colonial Life receives the payment at our Home Office. If the premium for a particular month is received early, the premium activity on the Annual Report will show additional payments (beyond the planned premium) credited for that month. Because of the early receipt of a scheduled premium payment, the next month’s activity may not reflect a premium payment(s) being credited.
Under the Summary of Transactions on page one of the Annual Report the “interest credited” is based on the current market rates in effect each month. The actual rates are on page two of the report. This is the interest credited daily to the fund value after expense and cost of insurance charges are deducted.
If you received a letter with your Annual Report, your policy is projected to terminate within the next 15 years based on your current scheduled premium. You are strongly encouraged to consider making changes to the policy. As mentioned above, you can request an illustration showing the effects of policy changes on the projected expiration date of your policy.
These sections show how long the policy is projected to continue based on guaranteed and non-guaranteed assumptions.
Based on the policy’s current value, plus your planned premium payments and the guaranteed and/or current interest rate credited, less expenses and cost of insurance, your policy would terminate on the date indicated in your Annual Report.
There are many possible options for improving the performance of your policy. You can:
The overall effect of a change or changes can be illustrated in a Universal Life Policy Illustration. This information can help you decide what action(s) can be taken to ensure continuation of life insurance protection.
To request a Policy Illustration, call our Policyholder Services Department at 1-800-325-4368 or write us at Post Office Box 1365, Columbia, South Carolina, 29202. You may request a Policy Illustration annually without charge.
You have several options available:
The Health Insurance Portability and Accountability Act (HIPAA) Privacy Rule requires certain entities, including health plans, to give a Privacy Notice to policyholders who are covered by a health plan. You have received this notice because you are covered by a cancer, hospital confinement or intensive care policy that provide or pay the cost of medical care.
Congress passed the Health Insurance Portability and Accountability Act (HIPAA) in 1996. HIPAA has simple goals with far-reaching effects. The part of HIPAA that deals with privacy provisions is called the Privacy Rule. It lays out requirements for protecting individuals' medical records and other personal health information, referred to as protected health information (PHI). Generally, the Privacy Rule requires health care providers, health plans and health care clearinghouses to:
The following groups, called covered entities, must comply:
No, you do not need to sign the notice or send it back to us. Our HIPAA Privacy Notice is for your information only.
"Protected health information" (PHI) is personally identifiable information regarding a person's past, present or future medical condition or the payment for medical care. For example, PHI would include information about a person's physical, mental or behavioral condition that might be found on a doctor's report used for underwriting or claims management.
By April 14, 2003, we will have new HIPAA-compliant claim forms available. You should be able to obtain the new claim forms from your Colonial Life sales representative, or from the Service section of this web site. You may also call our automated customer service center at 1-800-325-4368, and request that we mail a claim form to you.
When you file a claim, just be sure to sign at all locations within the claim form, including the new authorization. That will enable us to process your claim much more quickly.
Colonial Life only uses or discloses PHI for the purposes listed in the HIPAA Privacy Notice. For example, we may use PHI about you, such as information you provided to us regarding a particular medical condition, to underwrite your insurance policy or determine your eligibility for benefits under your policy.
Although individuals may request restrictions on the use and/or disclosure of protected health information, our health plans generally will not agree to any such requested restrictions.
We have physical, electronic and procedural safeguards in place. For example, only authorized employees handle protected health information in servicing policies. In addition, we use industry standard electronic methods, such as firewalls, to safeguard the confidentiality of online information.
All policyholders currently covered by a health plan will receive a HIPAA Privacy Notice no later than April 14, 2003. New policyholders will receive a HIPAA Privacy Notice with their policy.
Every three years, all policyholders covered by a health plan will be notified of the availability of the HIPAA Privacy Notice and how to obtain it. If our privacy practices are materially changed, policyholders then covered by a health plan will receive a revised notice within 60 days.
No. We do not share PHI about you to market any products or services to you.
To exercise any of your rights as described in the HIPAA Privacy Notice, write to:
Privacy Officer
Colonial Life & Accident Insurance Company
2211 Congress Street, M347
Portland, Maine 04122
Any Covered Entity interested in submitting HIPAA EDI Transactions with Colonial Life & Accident Insurance Company should contact our HIPAA EDI Coordinator. See below for email address to request further information.
To view forms on this web site requires that you have Adobe Acrobat Reader installed on your computer.
Adobe Acrobat Reader is a free plug-in for your browser that allows you to open and read certain document files types know as PDF (portable document format). Colonial Life uses PDF files for our downloadable forms and many of our newsroom articles. If you need Adobe Acrobat Reader, follow the directions on Adobe's web site.
Flash Player is a plug-in for your browser that allows you to view special animated portions of web sites. Flash is not required on this site but there are areas of the site that incorporate Flash elements and will provide higher levels of interactivity if you have it. If you need the Flash Player, follow the directions on Adobe's web site.
No, your Member ID and password have not changed. You login with the same Member ID and password using the Member Login link at the top of the page.
