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Enhancing Online Tools

Carrier adds claim filing guide to online customer-facing tools.

To streamline benefits administration, UnumProvident (Chattanooga, Tenn.; $134.5 million net income, fourth quarter 2004) expanded its suite of online tools to include a step-by-step disability claim filing guide.

The guide, implemented in March, includes sample claims forms, administration guides and information specific to maternity or long-term disability claims. Once the claim has been processed, customers can access an online claim status service that allows claimants to check the status of payments and submit key information related to current claims.

The tools are facilitated by "a robust Web services infrastructure that enables us to enhance or add new services continuously," according to Stephanie McGovern, director of employee Internet services for UnumProvident, who explains that UnumProvident's Internet services platform was designed in-house by a Web-development team that focused on efficiency, to enable frequent enhancements; scalability, to ensure support of a growing user base; and flexibility, to meet the needs of claimants, plan administrators and sales partners.

"Plan administrators are very busy and want employees to be able to access information directly from the carrier," says McGovern. "Customer feedback indicates that the site is very easy to use and provides timely information."

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