Disability Benefits. Lowering costs, improving productivity, making service easy

Transcription

1 Disability Benefits Lowering costs, improving productivity, making service easy

2 More than 80 percent of lost productive time costs are due to reduced performance related to behavioral health issues while at work. AMA, July 2003

3 We help companies succeed. At CIGNA Group Insurance, we lower costs by raising productivity. Our focus is on creating disability management solutions that are effective, yet simple to administer and easy to use. By providing a full choice of disability products and services, we can meet the benefits needs and wants of employers and their employees. What s it all about? We help companies succeed while improving the lives and productivity of their employees. We lower costs and raise productivity. Beyond claims payment to disability management We believe the goal of disability management is to facilitate return to productive work. That way, employers can raise productivity and lower overall costs. To facilitate this goal, we consider the whole person mind and body not just the medical diagnosis or treatment. We know that disability often includes a behavioral component and vice versa. Our holistic perspective, part of a comprehensive approach to disability management, allows us to better manage disability rather than simply pay the claim. But the best way to manage disability and, therefore costs, is to prevent disability in the first place. CIGNA s Life Assistance SM program, a unique, proactive outreach offered with our disability products, coordinates long-term disability with behavioral health resources. Employees and their families can better balance their work and personal lives with access to online tools, in-person behavioral health assistance and live telephonic counseling, 24/7. It s this kind of support that builds employee loyalty and satisfaction while improving quality of life. At the same time, it reduces and can even help prevent disabilities and absences, raising productivity. At CIGNA Group Insurance, our philosophy on disability claims management is based on: Treating our customers and claimants with respect Evaluating claims with integrity, objectivity and urgency Paying all claims covered and satisfying our contractual and fiduciary responsibilities Partnering with our customers to facilitate their employees return to productive work 1

4 Short-term disability claims submitted within 7 days result, on average, in a 32 percent earlier return to work. CIGNA Disability Book of Business 2003 Early intervention prompts early return to work We ve found that the earlier a claim is submitted, the shorter the disability duration. As a result, the more productive the employee, the lower the costs. That s why we make it easier for shortand long-term disability claimants to report a claim with four convenient options, including toll-free telephone, , mail or fax forms, and available 24/7. While we offer a choice of reporting options, we believe telephonic intake works best. For one, we can set return-to-work expectations at the onset of a claim. For another, employees prefer talking to a live, knowledgeable person. And, unlike other providers, there is no fee per transaction for telephonic intake. It s offered free of charge to all employers. Our Call Intake Center is considered best in class based on our recent call center statistics. Here s why: A live representative no automated voice response A representative with 3.8 average years of experience Calls answered within 14 seconds An average call time of 7.2 minutes for a complete claim intake In just one business day, we can: Take claim information Confirm employee eligibility Triage to a case manager Send an information package to the employee Send an online information resource, the Manager s Disability Toolkit, SM to the supervisor Predictive modeling speeds claim decision Based on more than 40 years of proprietary data, we use predictive modeling to identify high risk cases and evaluate individual factors, such as environmental and financial characteristics, that may impact recovery. With this information, we can better apply the right resources, at the right time, for the right situation. Predictive modeling, coupled with our early intervention focus, accelerates the claim process and helps speed return to work. Your source for expert resources Disability case management. It s the cornerstone of our expert resource network. It involves 2

5 coordinated claim management by a CIGNA Disability Case Manager who makes all claim decisions with input from a variety of specialty resources. The specialty resources supporting the disability case manager includes an on-site team of vocational rehabilitation coordinators, physicians, and nurse case managers at our two claim offices across the country. Our national network of consultants includes: 1300 nurse case managers 500 additional medical doctors on call to CIGNA Disease Management professionals and medical directors CIGNA Behavioral Health Professionals The bottom line? You ll be hard-pressed to find another carrier with our depth and breadth of professional and technological expertise. Integrated solutions for maximum value Employers can maximize the value of their disability benefits with a single, integrated Contract Advantage Incentives Our contract design includes financial incentives to facilitate return to work. What sets us apart? For our long-term disability claimants, we allow up to 100% income replacement for 24 months the best in the industry versus the industry payout of 12 months. No limit on return-to-work days during benefit waiting period. We don t adjust for pre-tax employee contributions (i.e. 401k), which results in higher income replacement. We don t limit or exclude mental/ nervous claims during STD or subjective symptom disorders such as fibromyalgia, chronic fatigue syndrome or chemical/ environmental allergies during STD or LTD. solution that lowers costs by raising productivity. At the same time, a single solution can improve claim management and enhance return to work. At CIGNA Group Insurance, 60 percent of all short-term claim decisions are made within 5 days; 86 percent within 10 days from receipt of the claim. 3

6 At CIGNA, we can coordinate: Short- and long-term disability programs Long-term disability and behavioral programs via CIGNA s Life Assistance SM program Family and Medical Leave (FMLA) and Leave of Absence administration Life Insurance waiver of premium (due to disability) via the same case manager Disability and medical programs via CIGNA s Disability & Healthcare Connection at no additional cost Disability and Workers Compensation We make it easier. A team dedicated to service Employers can expect hassle-free service from the onset. We know disability management we ve been doing it for more than 40 years. A dedicated implementation coordinator ensures a smooth transition and a dedicated account manager, the employer s single point of contact, provides consistent, dependable service. A disability claim case manager is the single point of contact on all claim-related issues for employer and employee alike. It s that simple. In addition, our case managers have 40 percent more tenure on short-term disability than the industry average. It s this experience, coupled with expertise, that make it easier to do business with us. Online tools that simplify and save time We ve made it easier and simpler to manage disability benefits. We offer a choice of time-saving tools and information, 24/7, via They include: Managers Disability Toolkit, SM an online, step-bystep guide that makes it easy for the employee s supervisor to know what to do and when to do it from the moment a claim is reported Online reporting the way you want it, when you want it, including: Standard short-term and long-term disability claim summary and trend reports A web-based tool to check status of individual claimant s information, including current benefits and payment transactions CIGNA Express Disability an online, advanced analytic reporting tool that provides customized reports using employer data Online billing Online payment Online forms In a CIGNA Group Insurance Customer Satisfaction Study, CIGNA Group Insurance received the highest ratings for: Standing by our promises Responding to our customers issues 4

7 We deliver. Trust CIGNA. We believe there s one reason we ve been managing disability for more than 40 years. You can count on us. And more than 4,000 employers and 4 million employees, do. Our goal? To enhance and extend our customers lives and protect their financial security. As an employee benefits company, it s what we do. It s who we are for you. And you. And you. Trust us. We deliver.

8 CIGNA Group Insurance insured disability and disability ASO products and services are provided by underwriting subsidiaries of CIGNA Corporation, including Life Insurance Company of North America (LINA), CIGNA Life Insurance Company of New York and Connecticut General Life Insurance Company. CIGNA's Life Assistance SM services are provided by CIGNA Behavioral Health, Inc. CIGNA is used to refer to these subsidiaries and is a registered service mark /03