Group Life A Commodity? Not When It Comes To Service

Make sure to choose a carrier that provides not only EOI application status, but disability claim status as well. What does disability claim status have to do with life insurance? It makes life waiver administration easy. With the ability to check disability status online, an employer can easily see who is eligible for a life waiver. Often life waiver administration is overlooked by employers, creating the potential for financial liability and employee relations issues down the line.

eDocuments

Employers should have easy access to downloadable forms and guides. Downloadable forms would include claims and EOI applications, beneficiary designations and enrollment forms. An administrator guide should include tips and FAQs on how to best manage your benefits with the site. Policy and employee booklets are available to be emailed to employees or posted to a company’s intranet site. Many employer sites also will post supplemental educational material and legislative news and information for your reference.

Privacy

Everyone knows the importance of guarding employee information. It’s critical that your carrier’s employer website be password-protected and that it utilizes Secure Sockets Layer (SSL) protocol to ensure the privacy of transmitted data. Sessions should “time out” after a period of inactivity. The “back” button should be disabled on the site, making it impossible for another user on the same computer to view confidential data. The carrier’s servers should be secure from hacking, and the carrier should perform regular data security audits. Some sites enable the account administrator, usually the Benefits Administrator, to create restricted access logons for other authorized personnel. This provides a company with the ability to grant access to different people in the company and restrict what they can view. For example, employers often want to give a person access to only one geographic location.

When shopping for carriers who have online capabilities, be sure their services are truly online. Can forms be completed and submitted online? How is private member information protected while it’s online? Is member information on hand when you need it?

Leading carriers understand that plan sponsor websites do not replace personal relationships; employers need not be concerned that using web-based applications means they will never hear from their customer service representatives, or that their requests are going into some internet “black hole.” Member websites, when they are designed correctly, facilitate the carrier-employer relationship and offer a great way to get both employees and employers the information they need, when they want it.

Carrier service is a critical component of group insurance coverage. Websites can greatly enhance that service experience–if they are properly designed. It’s time to bust the myth that life insurance is a commodity and take a close look at what carriers really provide for online service.