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• Frequently Asked Questions
  • Claims Questions
  • Policyholder Questions
  • Consumer Privacy Regulation Questions & GLB Act
  • 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 our 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 our 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 as quickly as possible.

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 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.

We have 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 our Service Center. The claim form is also available for you to download here.

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 us.

How do I send claim information?

If the information you are sending 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. We provide 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. Claims can be delayed if you submit incomplete information. When submitting a claim include the following:

• 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.

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.

Specified Disease 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 will 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 we 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 us 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.

US Mail - Complete your claim form and mail it to us.

How do I file a maternity disability claim?

Complete the appropriate sections of the claim form and send in 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

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 our 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 Voluntary Benefits products at the premium you are currently paying. For more information about continuing your coverage, call the 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 us, no action is necessary.

If your leave of absence is three months or less and your employer will not be sending your premiums to our processing center, you need to send your premium payment to us. 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.

Processing Center
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 us, we require that you complete a form to change your policy to be paid on an individual payment basis. Please call the 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 our 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 us within two business days.

When is the best time to call the 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 our Service Center.

How do I find out information about my coverage? What policies do I have and what do they cover?

Please call the 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, we pay 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 the claim form.

Are my benefits taxable?

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 us 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 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 us.

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 us. These forms are available from your employer, your benefits representative, or by calling the Service Center (1.800.325.4368).

What if I want to cancel my policy?

Please call the 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 Paul Revere and Unum?

The Paul Revere Life Insurance Company is a subsidiary of Unum. If you would like to learn more about this relationship, please visit www.unum.com.

What is GLB?

GLB refers to the Gramm-Leach-Bliley Act of 1999. This federal act primarily addresses financial services industry reform and includes a section (Title V) relating to consumer privacy. The purpose of Title V is to address how personal, nonpublic financial information is shared and to safeguard consumers. Insurance companies are considered a "financial institution" and must comply with the GLB Act.

I think my state has different laws for insurance, so what does Unum do for customers living here?

Each state regulates the way insurance business is conducted in that state. The GLB Act directs that each state must have insurance laws that provide for the minimum level of consumer privacy practices contained in the GLB Act. Unum's consumer information handling practices are designed to comply with all states' privacy requirements.

What was Unum's previous privacy policy and has it changed as a result of the GLB Act?

Unum has always maintained a high level of confidentiality over customer data, so the GLB Act does not substantially impact the way Unum does business.

What is considered "nonpublic personal information"?

"Nonpublic personal information" refers to any 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. Also, an example of 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 this "nonpublic personal information" shared?

Unum only shares consumer information as permitted by law and only as needed to service your insurance contract. This includes sharing of information with our affiliate organizations. The other situations in which Unum would share information are with contracted parties such as producers and credit reporting agencies that assist us in servicing your policy.

What safeguards are taken to ensure that this "nonpublic personal information" is protected?

Only authorized employees handle consumer information in the servicing of your policy.

How often will customers be receiving a "Notice of Privacy Practices"?

The law requires Unum to inform its customers of our information handling practices each year. Unum fulfills this obligation by mailing its customers a copy of its privacy notice annually.

If I don't want to receive the notice can I have it stopped?

At this time, we must send you this privacy notice annually.

I know that Unum administers my policy that is from another company (for example, William Penn, Equitable, Protective). How does Unum handle customer information that belongs to another company?

Unum observes the same stringent privacy practices over all of the customer data it administers. We do not share customer information except as permitted by law. In administering business for other insurance companies we are acting on their behalf and will provide you with a copy of that company's privacy notice. Upon request, we will also provide you with a copy of Unum's Privacy Notice.

May I request that Unum not share my information with non-affiliated third parties (opt-out)?

The GLB Act requires us to give you the opportunity to "opt-out" so that you may instruct us not to share your information with non-affiliated third parties for reasons that are unrelated to insurance functions or outside of certain marketing exceptions. Because we do not share your information with non-affiliates for those purposes, we are not offering an opt-out.

May I request that Unum not share my information with affiliates?

Most of Unum's insurance affiliates share common claims payment information as well as other customer support service systems. Under the GLB Act, we are permitted to share information with our affiliates without offering an opt-out.

The last bullet of Unum's Notice of Privacy Practices states, "The law also permits us to share this information with companies that perform marketing services for us, or other financial institutions that have joint marketing agreements with us." What does this mean?

The GLB Act allows us to share your nonpublic personal financial information, without offering an opt-out, for certain marketing purposes. Those purposes include:

• Sharing with Non-Affiliates

We may share information with non-affiliated third parties if the third party is marketing our insurance products and services and we have an agreement with the third party. The agreement must include a provision that prohibits the third party from using or sharing the information for any reason other than the purpose for which we gave the information to the third party.

• Sharing with Other Financial Institutions

We may share information with other financial institutions, such as banks and insurance companies, to market financial products and services; however, we must have a "joint marketing" agreement with the other financial institution. The agreement must include a provision if the third party is marketing our insurance products and services and we have an agreement with the third party. The agreement must include a provision that prohibits the third party from using or sharing the information for any reason other than the purpose for which we gave the information to the financial institution.

• Sharing with Affiliates

The GLB Act also allows us to share information with our affiliates for marketing purposes.

Why am I receiving this privacy notice?

The federal government deemed that it was in consumers' best interest to receive this information. We are required to provide this Privacy Notice to our customers when a policy is issued (the customer relationship is established) and once every 12 months.

Do I need to sign or return anything?

No, you do not need to sign or return anything to Unum. This notice is for your information only. No action is needed. Please file the privacy notice along with your insurance policy for future reference.

Do customers of group policies receive the privacy notice?

A large number of Unum's group policies are issued to employers, who are the legal owners of the policy. Unum is required to provide the privacy notice to the policy owner, so the employer, or the organization to which the group policy was issued, receives a copy of the privacy notice. Insureds or participants (certificate holders) covered under a group policy do not receive privacy notices individually. However, any individual may obtain a copy of Unum's privacy notice in several ways: (1) by requesting a copy from their employer, or the organization to whom the group policy was issued, or (2) by visiting www.unum.com.

What are examples of "information that may not be directly related to" my transaction with Unum?

"Information that may not be directly related to" your transaction with Unum could include information that is developed by outside parties, such as where you have worked in the past, previous medical conditions, or credit history. 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.

What is the Fair Credit Reporting Act and why is it mentioned in the GLB 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. We are currently required to mention the Fair Credit Reporting Act in our GLB privacy notice.

Technical Questions

Why can't I view forms on this site?

To view forms on this website 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 file types know as PDF (portable document format) files . We use 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 website.

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 website.