Disability customers give Colonial Life an ‘A’

COLUMBIA, S.C. (May 15, 2019) — When injury or illness forces someone to miss work and a paycheck, the last thing someone with disability insurance wants is to hassle with an insurance company over a claim.

But customers say that’s not a problem with Colonial Life & Accident Insurance Company.

In 2018, Colonial Life made payments on more than 70,000 disability claims totaling approximately $210 million. Survey results from 2018 from a random sampling of Colonial Life customers who filed disability claims showed:

• 99% were satisfied with the overall handling of their claim.
• 99% were satisfied with the ease of completing paper forms. 
• 98% were satisfied with the experience of submitting a claim.
• 98% were satisfied with the clear and simple language in communications.
• 97% were satisfied with the ease of checking claim status.
• 93% were satisfied with the timeliness of claims approval.
• 93% were satisfied with how they were kept informed of claim status.

“When a customer has to miss work because of an illness or injury, they are understandably under a lot of stress. They are worried about their health, getting back to work and paying their medical and everyday bills,” says Deb Rasmussen, vice president, claims and account services, Colonial Life. 

“It’s important for them to have an insurance provider who will help them protect their families, their finances and their futures. And that’s why we really appreciate our customers and their great feedback on our work.”

Colonial Life has been recognized as one of America’s Best Companies for Customer Service for 2019 by Newsweek magazine. Colonial Life was named the top customer service provider in disability insurance.

May is also Disability Insurance Awareness Month, when the insurance industry focuses attention on the absence of emergency savings, rising medical costs, and an overall trend of fewer employers offering benefits to workers. According to the Council for Disability Awareness, 1 in every 4 people who are 20 will miss work with a disability before they retire.

The Colonial Life Voluntary Benefit Claimant Satisfaction research is conducted semiannually by Market Decisions.