Liberty Mutual Launches Personalized Case Management for Group Life Customers
Posted on September 10, 2008 at 09:15 AM EDT
Liberty Mutual Group Benefits is proud to offer an enhanced personalized case management program to its group life customers. This expanded service, available at no additional cost, goes beyond claim processing by providing comprehensive support to employers and beneficiaries.
Liberty Mutual’s personalized case management takes a high-touch, service-intensive approach to handling group life claims and includes actively guiding employers and beneficiaries through the life claim process. Employers clearly want such service. In fact, research conducted by Liberty Mutual found that 63 percent of group life buyers surveyed said they were “very likely” to lean toward an insurer who could deliver this kind of support.
“The death of an employee is generally unexpected and always tragic,” explains Jean Scarrow, Chief Operating Officer, Liberty Mutual Group Benefits. “Unfortunately, the importance of life insurance and the security it provides to the family members left behind may be overlooked. At Liberty Mutual, it’s about more than just paying the claim—we are there to offer employers and beneficiaries a second level of support.”
To do this, Liberty Mutual assigns a designated life case manager as soon as the insurer receives a group life claim. Each life case manager is certified in bereavement counseling and has an average of eight years experience managing life claims. The life case manager acts as a single point of contact, leading the employer and beneficiaries through the life claim process, assisting with paperwork and offering other useful resources.
“The help our life case managers provide is essential,” says Scarrow. “This is not something we can outsource to another service provider. Our employees understand the commitment we have to customers and demonstrate this commitment through consistent contact and guidance.”
Liberty Mutual works with employers to understand the level of support needed. “Group life claims are far less common than claims from other benefits programs,” notes Nazneen Vimadalal, Vice President of Marketing, Liberty Mutual Group Benefits. “So a company’s benefits staff has less experience handling death claims and interacting with beneficiaries. Some employers rely on the insurance carrier to provide behind-the-scene consultation, helping the HR team to process claims. Other employers prefer that the insurance carrier work directly with beneficiaries, updating the benefits department throughout the claims process.”
To further assist beneficiaries, Liberty Mutual has published “Taking the Next Step: A Resource Guide for Beneficiaries.” This Liberty Mutual booklet guides a beneficiary through some of the practical matters to be addressed following the passing of a loved one.
Group life insurance products and services are offered by Liberty Life Assurance Company of Boston, a member of Liberty Mutual Group. For more information on Liberty Mutual Group Benefits and personalized case management, please visit www.mylibertyconnection.com.
About Liberty Mutual
Boston-based Liberty Mutual Group is a diversified global insurer and sixth largest property and casualty insurer in the U.S. based on 2007 direct written premium. The Company also ranks 94th on the Fortune 500 list of largest corporations in the U.S. based on 2007 revenue. As of December 31, 2007, Liberty Mutual Group had $94.7 billion in consolidated assets, $82.3 billion in consolidated liabilities, and $25.9 billion in annual consolidated revenue.
Liberty Mutual Group offers a wide range of insurance products and services, including personal automobile, homeowners, workers compensation, commercial multiple peril, commercial automobile, general liability, global specialty, group disability, assumed reinsurance, fire and surety.
Liberty Mutual Group (www.libertymutualgroup.com) employs over 41,000 people in more than 900 offices throughout the world.
Richard Angevine, 617 574-6638
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