News Details

Survey Focuses on Claims Experience for Short Term and Long Term Disability

CHATTANOOGA, Tenn.--(BUSINESS WIRE)-- The dedication and strength of Unum's (NYSE: UNM) claims professionals are reflected in industry-leading customer satisfaction scores for long term and short term disability claims handling, according to an independent survey that examined the group disability claims process.

Unum's claims professionals excel in being courteous and respectful, and in their ability to answer questions during what is often a very difficult time in customers' lives. As in prior years, Unum achieved strong results in overall claims handling for short term and long term disability plans, with 91 percent of customers "very satisfied" or "satisfied."

"Our promise is to provide superior customer service to the people who turn to us at claim time, and the results of this survey reflect that pledge," said Jack McGarry, senior vice president of Risk Management Operations. "Our commitment to excellence is evident here, given our goal of providing better benefits at work."

In 20 out of 24 key performance categories, Unum outpaced the industry average for its long term disability claims process, including:

    --  Courteous and respectful claims representatives
    --  Keeping claimants informed, and
    --  Accuracy and timeliness of payments.

For short term disability, Unum surpassed the industry average in key performance categories such as:

    --  Timeliness of receiving the first payment
    --  Keeping claimants informed, and
    --  Ease of reaching the claims specialist and the representative's ability
        to answer questions.

For 33 consecutive years, Unum has been the leader in the group disability market in the United States. In 2009, Unum received more than 340,000 new disability claims and paid $4 billion in financial protection benefits to individuals whose injuries and illnesses required time away from work.

JHA conducted the survey in the fourth quarter of 2009. JHA is the disability and group life reinsurance, risk management and research division of General Re Life Corporation.

About Unum

Unum (www.unum.com) is one of the leading providers of employee benefits products and services in the United States and the United Kingdom. Through its subsidiaries, Unum Group provided $5.9 billion in total benefits to customers in 2009.

    Source: Unum