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If you have questions or need assistance, contact
us. To learn more about what to expect when filing a life insurance
claim make a selection:
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Q: How do I get the claim process started?
If the life insurance is provided through your loved ones employer, the first
thing you need to do is contact his/her employer. They are responsible for
completing the Notice of Claim form that starts the process for life claims.
They are also responsible for filing claims that involve accidental death and
dismemberment or accelerated benefits for the terminally ill. The company's
plan administrator (HR manager) has access to the proper forms and paperwork.
If the life insurance is not provided through an employer (your loved one
purchased an individual life insurance policy), a family member or beneficiary
should call 1-800-874-7481 to report the death. Unum will then mail a
claim form, which should be completed and returned to us.
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Q: What records do I need to provide the employer?
A: If the life insurance is provided through your loved ones employer, you
must give the employer a photocopy of the certified death certificate. The
employer will then provide Unum with the proper information for your
loved ones insurance coverage.
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Q: What information do I need to provide if the death was
accidental or if there was an injury that involved dismemberment?
A: If the death was accidental as defined in the policy, you, another family
member or a legally designated trustee will be asked to give a detailed account
of the accident, including a list of all attending physicians and witnesses.
Include available reports such as the police report or coroner report. If your
loved one had an accident that resulted in the loss of a hand, foot, finger or
toe or the loss of eyesight, the employer will ask you or your loved one to
document the full account of the injury. The attending physician will be asked
to provide a physicians statement and supporting office notes.
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Q: What is an accelerated benefit?
A: If the insured is diagnosed with a terminal illness, he or she may request a
portion of the life insurance benefit in advance. Specific details on
eligibility will be outlined in your policy. An attending physician statement
and copies of medical records for the terminal condition will be required.
Please note that there are no fees as a result of requesting the accelerated
benefit option. Between the insured and the beneficiary we pay up to 100% of
the benefit.
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Q: If I have questions about a life claim, who can I call?
A: Unum will notify you in writing when we have received a completed
claim request. This initial letter will include a toll-free number to a
designated Unum Benefits Center claim specialist. These dedicated and
experienced professionals have additional training in bereavement counseling
and will be responsive to your questions or concerns. Your loved ones employer
can also contact this claim specialist with any questions they may have. For
general questions you may call 1-800-445-0402.
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Q: How quickly can I expect to hear from Unum about the
claim?
A: Most claims (more than 80%) are paid within five business days of our
receiving completed claim forms and appropriate documentation. If we are unable
to make a formal decision within this timeframe, we will notify you in writing
with the reason for the delay. If the life insurance is provided through your
loved ones employer, we will copy the employer, as the group policyholder, on
all communications with you.
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Q: How will the benefits be distributed? Will they be distributed
in one lump sum?
A: If your loved one purchased an individual life insurance policy, the benefit
will be paid to the beneficiary in a lump sum check. If the life insurance is
provided through your loved ones employer, a benefit amount less than $10,000
will be paid to the beneficiary in a lump sum check. Benefits totaling $10,000
or more will be deposited into a secure interest-bearing Unum Security
Account that you can access at any time. This gives you the choice of
withdrawing the entire benefit amount in one lump sum or making periodic
withdrawals as needed. You will receive draft checks and, in certain cases, a
debit card to make withdrawals from the account. You will receive a monthly
statement that will reflect any account drafts or withdrawals. There are no
additional fees for these services.
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Q: Where can I turn for help with the financial questions and
decisions I now face?
A: If life insurance is provided through your loved ones employer,
Unum provides you access to personal, objective survivor financial
counseling (not available for individually purchased policies). We provide
these services to you at no additional cost through one of the nation's oldest
and largest financial counseling firms, The Ayco Company L.P., a Goldman Sachs
Company. The guidance you will receive will be completely confidential, and the
company will not attempt to sell you any products or services. It is designed
to coordinate with but not replace the efforts of human resource personnel,
your banker, attorney, CPA or other financial or investment counselors. The
programs financial counselor can work with your professional advisors to help
you make prudent and informed financial decisions.
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Q: How do I access Unum's survivor financial counseling
services?
A: If life insurance is provided through your loved ones employer,
Unum will immediately notify The Ayco Company when your life claim is
received (not available for individually purchased policies). The Ayco Company
will call you directly to offer survivor financial counseling services. These
counselors not only have financial planning expertise, but also sensitivity to
and knowledge of survivor issues. Following a conversation with the
beneficiary, the counselor will prepare and mail to you a comprehensive written
plan recapping all the major issues discussed. Items that need to be addressed
immediately will be indicated in this personal financial plan.1
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Q: How long do I have access to these financial counseling
services?
A: If life insurance is provided through your loved ones employer, the
financial counselor will be available by phone for continued assistance for
twelve months after the initial conversation. This convenient toll-free access
is available as you begin to implement the strategies outlined in your written
plan (not available for individually purchased policies).
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Q: Is the financial counseling service available to my family if
my loved one is diagnosed with a terminal illness?
A: Yes, if life insurance is provided through your loved ones employer,
contact Unum's Benefits Center at 1-800-858-6843 if a covered family
member is diagnosed with a terminal illness that results in a life expectancy
of 12 months or less.
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Q: Are the life benefits I receive as beneficiary taxable?
A: Life insurance proceeds are only very rarely subject to income tax. If life
insurance is provided through your loved ones employer you should consult your
tax advisor when tax questions arise, or consult the Ayco counselor during your
initial financial counseling session (not available for individually purchased
policies).
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Q: Do I need to designate beneficiaries for my Unum
Security Account if I do not immediately withdraw the benefit?
A: As the beneficiary of a Unum life insurance benefit, you are not
required to name a beneficiary for the funds deposited in your Unum
Security Account. However, if you do not immediately withdraw the funds in a
lump sum and wish to designate a beneficiary, you must complete and return the
beneficiary designation form. This form is included with the information you
initially receive about the Security Account. If you choose not to name a
beneficiary, any balance in your Security Account at your death will be paid to
your probate estate, if one has been established; if no probate estate has been
established, the balance of the account will be paid, at our option, to one of
the following: your spouse, your children, your parent or your siblings. (Note:
If your loved one purchased an individual life insurance policy, the benefit
will be paid to the beneficiary in a lump sum check, not in a Security
Account).
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Q: What happens if I disagree with Unum's decision on a
claim?
A: Our claim process is designed to ensure that each claim receives a thorough,
fair and objective evaluation. In addition, numerous safeguards are in place
throughout the process to ensure the integrity of decisions. If we determine
that benefits are not payable, you may appeal the decision by requesting a
separate, impartial review from our quality performance support unit. You will
be notified by mail if the claim is denied and will include the contact
information you need to appeal the decision.
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