Disability From the Inside – Jackie Willingham
Like many of us, I have frequently reflected on the significant changes affecting the business of disability claims administration, especially those resulting from improvements in technology, changing demographics in our workforce, laws and regulations, and the impact of the Recession of 2008.
While much can be said about the impact of these and other changes on our business, my focus is on what these changes have meant to those who apply for and receive disability benefits. What does today’s claimant need?
The needs of our claimants have not changed much at all, and certainly not as much as the world around them. When I have had the opportunity, I have found it both helpful and rewarding to talk to disability claimants, as well as their employers; the information they have shared has not only been instructive, many times it has been humbling.
Common themes have emerged from my experience with notable consistency. Here is a brief distillation about what claimants’ need and expect from their benefits provider:
- Give me information that is clear, easily understood, appropriately timed and tailored to my needs.
- Be willing to listen to me and understand my question or perspective.
- Treat me like a unique person.
- Tell me what to expect from the administration of my claim.
- Treat me fairly.
- Provide payable benefits promptly and accurately.
- Provide for an appeal process, if needed, that is “no hassles.”
As the business of disability claim administration has become more complex, all benefits administrators would do well to carry out regular self-assessments to make sure their employees, processing systems and communications are able to deliver on these expectations as consistently as possible.
Jackie Willingham has retired from her position as Vice President, Benefits at Standard Insurance Company in Portland, Oregon; she now works as a consultant.
Contact Jackie at willinghamj16@gmail.com