As part of its overall e-business strategy, Sun Life Financial's (Toronto; $344.8 billion in total assets) U.S. Group Insurance Division has introduced a new online disability claims submission system that allows customers to file paperless claims while safeguarding their privacy. The tool allows either the employer or employee to initiate the online claim, and it accommodates users who want to complete only part of the claims process online.
The carrier says the tool streamlines claims processing and, thus, reduces turnaround times. "Our online claims system makes disability much easier for our customers to manage," says Scott Beliveau, VP of multiline products. Once a claim is submitted, users can track the claim's progress online.
Though it only went live with the system in December, Sun Life already has seen a reduction in the cost of paper and an increase in overall customer satisfaction, according to Beliveau. "We have seen benefits of acquiring new customers and retaining those that we have," he adds. --M.W.