Frequently Asked Questions

	FAQ
		Claims Questions
		Policyholder Questions
		Privacy Questions
		Technical Questions


	Frequently Asked Questions

	Claims Questions

		I submitted a claim. Did you receive it? It may take up to seven days for your claim form to reach the Colonial office. Claims processing may take up to 14 calendar days. You can find out if we have received your claim 24 hours a day, seven days a week, by calling the Colonial Service Center at 1-800-325-4368 and using the Automated Service option. You can also send us an e-mail 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 you and your medical provider to expedite the process and get your claim reviewed timely.
		In what order are claims processed? All incoming mail (U.S. mail, fax, certified mail, Federal Express, etc.) is processed by received date. Claims are processed in received date order, 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.
		How do I file a claim? Submit a completed Colonial 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 has one standard form for all types of claims. Detailed instructions are included on the form. A claim form may be obtained by contacting your employer or by calling the Colonial Service Center. The Colonial claim form is also available for you to download here. For the mailing address or fax number visit Claims Services.
		How do I complete the claim form? 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.
		How do I send claim information? If the information you are sending to Colonial 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 48 hours 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.
		What information do I need to file a claim? 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 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. Doctor’s Medical Diagnosis Dates of Medical Treatment (copies of medical and/or hospital bills) Description of Accident or Health Condition, including the date the accident occurred and a description of the accident Signed Authorization (by you) at the bottom of claim form The following additional information may be required depending on the claim submitted. Cancer Claims – Pathology or laboratory report, medical bills (all charges itemized) and procedure codes Health Screening or Wellness Claims – date of service, type of test performed, charges, and provider’s name, address and phone number Disability Claims – dates of treatment, dates of disability from both doctor and employer, treating doctor’s estimated return to work date Hospitalization Claims – Admission and discharge dates, and discharge summary Critical Illness Claims – A completed doctor’s statement, the date of diagnosis and related medical history.
		What should I do if my claim is an ongoing claim that is continuing into the future (for example: a disability claim)? 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 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. Your doctor and employer must verify all disability claims. Ask your doctor and employer to submit a claim form (every 30 days) to Colonial verifying your disability.
		How do I file a claim for wellness or health screening benefits? You can file your wellness claim in one of three ways. Telephone. Call 1-800-325-4368 to file your claim by phone. We will need the date of service, type of test performed, charges, and provider’s name, address and phone number. Fax. You may also fax this information to us at 1-800-880-9325. Please include your name and Social Security number. On-line. You can complete our on-line wellness form to receive your wellness benefits.
		How do I file a maternity disability claim? Complete the appropriate sections of the Colonial claim form and send Colonial 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.


	Policyholder Questions

		Do I need a Member Login and password to use this web site? No. At this time, the Member Login feature only applies to our business partners. We have plans to expand the Policyholder Services capabilities, and at that time, you may need a password to access information specific to your policy.
		How do I make changes to my personal information, such as a change in name or address? Send Colonial an e-mail. Please include your name and policy number or Social Security number in your message. You will receive a response from Colonial within two business days. You can also call the Colonial Service Center. Please have your policy number or Social Security number available when you call.
		How do I change my payment method? 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 Service Center (1-800-325-4368) to make this change.
		Can I keep my coverage if I change jobs or take a leave of absence? You may continue your individual coverage for certain Colonial products at the premium you are currently paying. For more information about continuing your coverage, call the Colonial Service Center (1-800-325-4368).
		How do I pay premiums while on a leave of absence? 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 , 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, you need to send your premium payment to Colonial. 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, we require that you complete a form to change your policy to be paid on an individual payment basis. Please call the Colonial Service Center (1-800-325-4368) for additional information.
		I have a question about my coverage. Where can I get an answer? Please call the Colonial Service Center (1-800-325-4368) between 8 a.m. – 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 e-mail. Please include your name, Social Security number or policy number in your message. You will receive an answer from Colonial within two business days.
		When is the best time to call the Colonial Service Center? 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 Service Center.
		How do I find out information about my Colonial coverage? What policies do I have and what do they cover? Please call the Colonial Service Center (1-800-325-4368) for detailed information about your policy.
		Will my benefit check be payable to me? If not otherwise required by law, Colonial 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 claim form.
		Are my benefits taxable? If you pay your premiums under a flexible benefits plan with pretax 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 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 Service Center (1-800-325-4368) and ask to speak to a tax specialist.
		How do I reinstate my coverage? 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: Premiums are payroll-deducted, contact your payroll department to restart payroll deductions. You are paying by bank draft, check, or money order; send a check for one month’s premium to Colonial. 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. These forms are available from your employer, Colonial sales representative, or by calling the Colonial Service Center (1-800-325-4368).
		What if I want to cancel my policy? Please call the Colonial Service Center (1-800-325-4368) if you would like to cancel your policy.


	Consumer Privacy Regulation Questions & GLB Act

		What is the relationship between Colonial and Unum Group? Colonial Life & Accident Insurance Company is a subsidiary of UnumProvident Corporation. If you would like to learn more about this relationship, please visit the “Who We Are” section of this web site.
		What is the difference between Colonial Supplemental Insurance and Colonial Life & Accident Insurance Company? Colonial Supplemental Insurance in the new marketing brand for Colonial Life & Accident Insurance Company. We made this decision in order to capitalize on the growing popularity of supplemental insurance in the market place.
		Why did UnumProvident send me a notice about its commitment to privacy (Privacy Notice)? The Gramm-Leach-Bliley Act and a variety of state laws require insurance companies, including Unum Group's insuring subsidiaries, to give a Privacy Notice to certain applicants and customers.
		What is the Gramm-Leach-Bliley Act? The Gramm-Leach-Bliley Act (GLB) is a federal law that concerns financial services industry reform for financial institutions. It includes a section (Title V) relating to consumer privacy. Title V addresses the security and confidentiality of consumers' nonpublic personal financial information, including rules about how financial institutions may share that information. Insurance companies are considered "financial institutions" and must comply with GLB.
		When I receive a Privacy Notice, do I need to sign it and send it back to UnumProvident? No, you do not need to sign the notice or send it back to UnumProvident. Our Privacy Notice is for your information only.
		What is "nonpublic personal information"? "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.
		With whom is nonpublic personal information shared? UnumProvident 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 UnumProvident family), like GENEX, which assists in providing rehabilitation services to claimants. UnumProvident may also share information with contracted parties, such as producers, who help us service your policy.
		May I request that UnumProvident not share nonpublic personal information about me with non-affiliated third parties (may I "opt out")? 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.
		May I request that UnumProvident not share nonpublic personal information about me with affiliates? Under GLB, we are permitted to share nonpublic personal financial information with our affiliates without offering an opt out.
		What safeguards are taken to ensure that nonpublic personal information is protected? UnumProvident 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, UnumProvident uses industry standard electronic methods, such as firewalls, to safeguard the confidentiality of online information.
		How often will customers receive a Privacy Notice? 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. UnumProvident also sends a Privacy Notice to its group and individual policyholders annually.
		Do customers who have group policies receive a Privacy Notice? UnumProvident issues its group policies to employers and other entities, who are the group policyholders. UnumProvident 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 certificateholders) 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 UnumProvident's Privacy Notice by: requesting a copy from his or her employer or the entity to which the group policy is issued; visiting www.unumprovident.com/privacy or www.coloniallife.com; or writing to: Privacy Officer, Unum Group, 2211 Congress Street, M347, Portland, Maine 04122.
		Does UnumProvident share nonpublic personal health information about me for marketing purposes? No. UnumProvident does not share nonpublic personal health information about you to market any products or services to you.
		Does UnumProvident share nonpublic personal financial information about me for marketing purposes? UnumProvident 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.
		What is the Fair Credit Reporting Act and why is it mentioned in UnumProvident's Privacy Notice? 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.
		What are examples of information that might not be directly related to my transaction or experience with UnumProvident? 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.
		The Privacy Notice says I may review information UnumProvident has collected about me. How do I do that? 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 UnumProvident'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.

	Technical Questions

		Why can’t I view forms on this site? To view forms on this web site requires that you have Adobe Acrobat Reader installed on your computer.
		What is Adobe Acrobat Reader and do I need it? 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 uses PDF files for our downloadable forms and many of our newsroom articles. If you need Adobe Acrobat Reader, click here and follow the directions on Adobe’s web site.
		What is Flash and why do I need it? 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 click here and follow the directions on MacroMedia’s web site.
		Occasionally, I’m not sure how to get back to the page I was on. What can I do? As with most sites, you can click on your browser's back button at any time and it will take you back through each page you have visited consecutively. However, we have included a neat feature on this site that we call “breadcrumb” navigation. You can find this trail of “breadcrumbs” in the upper left-hand corner. It outlines the path you have taken within any given section and allows you to click on a title and return to any sub-page or to the homepage directly. We hope that you will find this feature useful as you navigate through our site.
		The look and structure of the Colonial public web site have changed. Does this mean that my Member ID and password have changed? 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.



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	Colonial Life products are underwritten by Colonial Life & Accident Insurance Company. Coverage has exclusions and limitations that may affect benefits payable. Coverage may vary by state and may not be available in all states. See your representative for complete details. Colonial Life is the marketing brand of Colonial Life & Accident Insurance Company.