Making supplemental benefits work better

For many employees, supplemental benefits might not be top of mind all year long. Even after a medical event, employees might not remember the Accident or Hospital Indemnity Insurance they enrolled in months ago. Voya’s Employee Benefits team is responding to underused or forgotten supplemental insurance benefits by launching Voya Claims 360.

This employee-centric approach was developed to meet the needs of everyone involved in the claims process. Voya Claims 360 connects the dots between coverages and notifies employees when they may have a potential claim. In some cases, Voya may even pay a benefit automatically.

Why Voya Claims 360 Works

“One of the first steps in our journey was launching Short Term Disability to Accident integration, which included sending email reminders to individuals with approved Short Term Disability claims, and who elected accident coverage and had not filed a claim,” said Mona Zielke, SVP, Enterprise Claims and EB Operations. “That followed with Short Term Disability to Critical Illness and then Short Term Disability to Hospital Indemnity. These efforts yielded almost 2000 emails sent and significant claims payouts.”

In July, 2020, Employee Benefits introduced Short Term Disability to Accident Auto-Pay. If the claims team notes a Short Term Disability claim and sees that the employee also has Accident Insurance, they will automatically open a claim and issue a payment for a covered accident or event, no paperwork required.

“In our first month using Auto-Pay, we identified five claimants and were able to pay $25,000 divided among these five claimants,” said Shannon Shafer, Director, EB Customer Experience. “You should have heard their surprise when we called them and told them that they were receiving a benefit payment under their Accident Insurance, too. We had to convince them that it was legitimate and that they were going to receive a benefit payment of several thousand dollars. They were beyond appreciative of our efforts.”

“In our first month using Auto-Pay, we identified five claimants and were able to pay $25,000 divided among these five claimants...We had to convince them that it was legitimate and that they were going to receive a benefit payment of several thousand dollars. They were beyond appreciative of our efforts.”

Connecting the dots between coverages and auto-paying benefits when possible aren’t the only ways that Voya tries to make the claims process simpler. Employees with Accident Insurance who suffer a documented fracture will benefit from Voya’s intuitive claims payment model after they file a claim. Knowing that the covered employee will also have to go to follow-up visits, receive an x-ray and get medical equipment like crutches, Voya automatically pays for those expected needs.

At the core, Voya Claims 360 is about getting employees to use their benefits and receive eligible benefits in their time of need, even when they may have been unaware they had a claim opportunity. Because Voya cares about employees’ peace of mind, we want to help them get the most from their coverage.

To learn more about Claims 360 and how it could work with the products you offer, contact your Voya representative.