Providing support goes beyond coverage

The backbone of our disability program is exceptional client service delivered by skilled, knowledgeable and experienced case managers. Our case managers are effective communicators and problem solvers who work as a team to develop solutions and support for you and your employees.

Case managers take an empathetic approach to client concerns. They strive to minimize the impact a disability has on an employee’s ability to participate in the workforce, including the right interventions to support recovery and return to work for approved claimants.

Case managers are empowered to make the best decisions for our clients. For example, one of our clients filed a disability claim with us after being denied by his former carrier. Upon further investigation, our case manager contacted the client’s former carrier and articulated the extenuating circumstance of his case. The former carrier then confirmed that the client should make a claim with them. In this case, our case manager didn’t resort to a training manual or procedural document to get the job done. She relied on her professional insight, knowing she had the authority to act in the best interest of the client.

This level of empowerment allows our case managers to proactively adjudicate claims, support plan sponsors and plan members, and facilitate the best interventions for successful claim resolution.

To improve our skills and capabilities, we continue to bring in expert resources, such as trainers, speakers and influencers, to further our education and training, and to stay up-to-date on industry trends and health-care system changes.

Of course, none of this would be of any consequence without our clients, sharing feedback on their experiences. Contact your Group Benefits Advisor and tell us how our case managers are doing. We’d love to hear from you!