Frequently asked questions

Plan Administrator questions

Last updated: 9 a.m., March 27, 2020

Do Colonial Life's products and services cover coronavirus-related claims?

Some of Colonial Life’s products would cover coronavirus-related claims, and we will follow the provisions set forth in our policies and service agreements to determine coverage as we would any other diagnosis. See below for a brief description of whether particular product lines provide coverage for coronavirus-related claims, assuming all other policy provisions have been met.

Short Term Disability products (individual and group)

Description: Short Term Disability covers individuals who are unable to perform the duties of their occupations because they are injured or sick.

Coronavirus coverage: If a person is diagnosed with coronavirus, Short Term Disability would likely cover someone after the elimination period if the above description has been met. Individuals who are quarantined without a diagnosis and not sick generally would not have payable claims under Short Term Disability.

  Voluntary Benefits products

Critical Illness

  Coronavirus is not considered a covered condition under our Critical Illness products.

Accident

  Accident products do not provide benefits for the diagnosis or treatment of coronavirus except where the product includes a Sickness Hospital Confinement or Admission Rider which provides benefits due to the confinement of a covered sickness.

Hospital Indemnity

  Admission/confinement due to a positive diagnosis of coronavirus can be considered for eligible benefits provided all other provisions of the policy are met. This includes, but is not limited to,meeting the facility definition to which the insured is admitted/confined.

  Life Insurance

  Coronavirus is not an excluded illness for our group and voluntary life insurance products. Benefits would be paid according to policy provisions.

 

Are employees who were actively at work prior to a furlough and enrolled for coverage eligible to continue coverage once on furlough?

We understand that the COVID-19 pandemic may require customers to unexpectedly furlough employees. We’re here to address your needs:

For individually owned products:

•  Employees are eligible to continue coverage and pay premiums regardless of employment or furlough status.  If payroll deduction is not available, employees can continue coverage and pay premiums directly to Colonial Life.

For group-based products:

• If the policy does not include furloughs as an approved leave of absence, then furloughed employees will be treated as if they are on an approved leave of absence; and

• Furloughed employees will remain eligible for coverage up to the greater leave of absence term that is in the policy, or 60 days. 

Colonial Life will continue to review this evolving situation and will provide additional guidance as it becomes available.

Temporary layoff, furlough or leave of absence means you are temporarily absent from active employment for a period of time that has been agreed to in advance by your employer. Your normal vacation time or any period of disability is not considered a temporary layoff or leave of absence.

Additionally, in the event of lay off or reduced hours, we recommend that you explore additional benefits through your employer, or available state, local or federal benefits as well.

 

Is an individual who is quarantined but not sick or diagnosed with coronavirus considered disabled? 

Generally, we do not consider quarantined workers to be disabled unless they have a medical condition that results in restrictions and limitations that satisfy a policy’s definition of disability. This includes the requirement that the individual be under the regular care of a licensed physician or doctor as a result of the medical condition.

 

Are quarantined individuals “in active employment”? Does coverage continue during a quarantine?

Generally speaking, yes. The quarantine must be the result of a governmental or medical order; if someone self-quarantines, and is unable to work, they are likely not in active employment. However, coverage may continue if they are taking paid time off, on a leave under the policy and premiums are paid.

If the claimant’s employer mandates a quarantine period for an employee, we would likely not pay disability benefits; however, coverage would potentially continue under leave provisions in the policy so long as premiums are paid.

 

Due to the coronavirus, my company is temporarily closed or operating with limited capacity.  Are you going to extend your payment grace period? 

We understand that COVID-19 is a very unique situation, and we want to help you maintain employees’ coverage. Our contracts contain a premium grace period which allows for continued employee coverage for a period of time. We suggest that you refer your employees to his/her contract of benefits with Colonial Life to review the provisions and administration of the grace period.

After the grace period expires, we will communicate with your employees before termination to work through these situations to aid in their ability to remit premium.

If any policies do terminate, we will work closely with those employees through the reinstatement process. If their coverage does have to lapse due to their inability pay the premiums due to a COVID-19 related event, we will work with your employees as appropriate.

Additionally, we are closely assessing and monitoring all state directives on premium grace periods and will update our guidelines and processes in partnership with state notices as appropriate.

If your company would like to discuss a specific issue or request, please contact us at service@coloniallife.com or connect with your Billing Coordinator.

 

If I receive a paper bill and I’m unable to go to office to receive my bill, are there others way to get it?

If you are registered on Colonial Life for Clients, visit www.coloniallife.com, and log in to receive your bill. If you are not a registered user, go to www.coloniallife.com and click the register option to gain access. For help registering for the website, email myaccountadministration@coloniallife.com or call 800-256-7004. For other questions, email service@coloniallife.com or call the Plan Administrator support line 800-256-7004. 

 

Due to the coronavirus, my company is temporarily closed or operating with limited capacity. Are you going to extend your payment grace period?

 

We are committed to ensuring you and your employees are supported during this critical time, which includes keeping valuable coverage. If you anticipate having any issues with being able to remit your premiums due to the circumstances surrounding COVID-19, please contact Colonial Life at service@coloniallife.com or 800-256-7004.

 

If our company needs to close temporarily due to the coronavirus and we are unable to pay our employees (on furlough) and we are unable to take employee benefit deductions, what impact will it have on their coverage?

 

We understand that COVID-19 is a very unique situation, and we want to help you maintain employees’ coverage. Most contracts contain a premium grace period, which allows for continued employee coverage. We suggest that you refer your employees to his/her contract of benefits with Colonial Life to review the provisions and administration of the grace period.

Prior to termination, we will communicate with your employees how they may continue their coverage.

If any policies do terminate, we will work closely with those employees through the reinstatement process. If their coverage does have to lapse due to their inability pay the premiums due to a COVID-19 related event, we will work with your employees as appropriate.

Additionally, we are closely assessing and monitoring all state directives on premium grace periods and will update our guidelines and processes in partnership with state notices as appropriate.

 

During this time, we’re committed to delivering dependable service as you navigate the effect on your own workforce. We also remain committed to ensuring you and your employees are supported during this time, including keeping their valuable coverage. If you anticipate having any issues with being able to remit your premiums due to the circumstances surrounding COVID-19, please contact Colonial Life at service@coloniallife.com or 800-256-7004.

Are my employees covered when a “Shelter at Home” order has been issued by a state or local government?

If employees are affected by a State or local government “Shelter at Home” order, we will consider such employees to be actively at work and therefore eligible for coverages. Our intent is to cover all employees, subject to premium payment, who would have been eligible for coverage had business not been interrupted by the COVID-19 situation. Employees can maintain coverage subject to premium payment as though they are actively at work through the lessor of 60 days or the end of the Shelter at Home order. 

If an employee’s coverage terminates due to other reasons, such as employment termination or non-payment of premium, then the policyholder should review their conversion and portability options in their policies.

Does my wellness benefit cover a COVID-19 test?

We are committed to supporting ways to keep you and your employees healthy and understand that the coronavirus is a unique situation.

Currently, COVID-19 tests are not covered under the wellness benefit, as the intention of this benefit is to be leveraged as a preventative measure. We continue to closely monitor the legislative actions being taken to support testing efforts, which may diminish any out of pocket costs associated with these types of tests.

We will continue to review and adjust to ensure we provide value-added benefits. Additionally, test kits are limited, and we do not want to unintentionally put strain on our medical system for those that may not be showing symptoms

Policyholder questions

Last updated: 9 a.m., March 27, 2020

Do Colonial Life's products and services cover coronavirus-related claims?

Some of Colonial Life’s products would cover coronavirus-related claims, and we will follow the provisions set forth in our policies and service agreements to determine coverage as we would any other diagnosis. See below for a brief description of whether particular product lines provide coverage for coronavirus-related claims, assuming all other policy provisions have been met.

Short Term Disability products (individual and group)

Description: Short Term Disability covers individuals who are unable to perform the duties of their occupations because they are injured or sick.

Coronavirus coverage: If a person is diagnosed with coronavirus, Short Term Disability would likely cover someone after the elimination period if the above description has been met. Individuals who are quarantined without a diagnosis and not sick generally would not have payable claims under Short Term Disability.

Voluntary Benefits products

Critical Illness

Coronavirus is not considered a covered condition under our Critical Illness products.

Accident

Accident products do not provide benefits for the diagnosis or treatment of coronavirus except where the product includes a Sickness Hospital Confinement or Admission Rider which provides benefits due to the confinement of a covered sickness.

Hospital Indemnity

Admission/confinement due to a positive diagnosis of coronavirus can be considered for eligible benefits provided all other provisions of the policy are met. This includes, but is not limited to, meeting the facility definition to which the insured is admitted/confined.

Life Insurance

Coronavirus is not an excluded illness for our group and voluntary life insurance products. Benefits would be paid according to policy provisions.

 

What is the best way to file a claim, update my claim status or help my claim payment arrive faster?

Filing your claims and updating your claim status on your account at ColonialLife.com and signing up for direct deposit on ColonialLife.com are the best ways to get customer service during this busy time.

Due to the coronavirus, my company is temporarily closed or operating with limited capacity. Are you going to extend your payment grace period?

We understand that COVID-19 is a very unique situation, and we want to help you maintain your coverage. Most contracts contain a premium grace period, which allows for continued employee coverage. We suggest that you refer to your contract of benefits with Colonial Life to review the provisions and administration of the grace period.

Prior to termination, we will communicate with you how you may continue your coverage.

If any policies do terminate, we will work closely with you through the reinstatement process. If your coverage does have to lapse due to your inability pay the premiums due to a COVID-19 related event, we will work with you as appropriate.

Additionally, we are closely assessing and monitoring all state directives on premium grace periods and will update our guidelines and processes in partnership with state notices as appropriate.

If you would like to discuss a specific issue or request, please contact us at Coloniallife.com or 1-800-325-4368.

 

Am I covered when a “Shelter at Home” order has been issued by a state or local government?

If you are affected by a state or local government “Shelter at Home” order, we will consider you to be actively at work and therefore eligible for coverages. Our intent is to cover all policyholders, subject to premium payment, who would have been eligible for coverage had business not been interrupted by the COVID-19 situation. You can maintain coverage subject to premium payment as though you are actively at work through the lessor of 60 days or the end of the Shelter at Home order. 

If your coverage terminates due to other reasons, such as employment termination or non-payment of premium, then you should review conversion and portability options in your policies.

 

I’m being paid by my employer, but I’m not actively at work and I cannot work from home.  Am I covered?  

We understand that COVID-19 is a challenging situation, and we want to help you navigate this unique event and maintain coverage. If you are required to work reduced hours or are temporarily laid off, or furloughed, you will continue to have coverage. Please read more about this in the question below about furlough coverage.

 

Does my wellness benefit cover a COVID-19 test?

We are committed to supporting ways to keep you healthy and understand that the coronavirus is a unique situation.

Currently, COVID-19 tests are not covered under the wellness benefit, as the intention of this benefit is to be leveraged as a preventative measure. We continue to closely monitor the legislative actions being taken to support testing efforts, which may diminish any out of pocket costs associated with these types of tests.

We will continue to review and adjust to ensure we provide value-added benefits. Additionally, test kits are limited, and we do not want to unintentionally put strain on our medical system for those that may not be showing symptoms.

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Last updated: 9 a.m., March 27, 2020