Voya’s claims approach
Empathetically delivering on our promises
Delivering an empathetic, people-centered approach to claims is our focus. Filing a claim can come during a stressful time, which is why we strive to treat everyone with compassion and to try to understand their needs throughout the entire process. Because we know this can often be a stressful time for claimants.
We’re continuously investing in innovation to make it as easy as possible to file a claim and make the process even more insightful and intuitive. But we also understand the value of the personal touch. That’s why we wear our heart on our sleeve — and will do whatever it takes to help claimants through the claims process.
Three core values drive everything we do
These tenants help us fulfill our promise to employees who file a claim with us, as well as their beneficiaries:
Making life easier for:
We offer caring support to life insurance beneficiaries, including a straightforward claims experience, proactive outreach and online claims status tracking.
We understand grief may make handling logistics harder, so employees who’ve lost a loved one will have access to comprehensive bereavement care through our collaboration with Empathy. Provisions and availability may vary by state.
Comprehensive bereavement care
- Bereavement support: On-demand, dedicated bereavement concierge and tools, along with a Custom Care Plan and Care Manager for each family
- Dealing with property: Help organizing and making decisions about belongings
- Paying debts: Getting information on bills, and how to pay the ones necessary
- Navigating probate: Understanding the probate process — and if it can be avoided
- Processing grief: Comfort and support for difficult days and challenging emotions
No matter the benefits you offer your employees with us, we provide wrap-around support from an entire team dedicated to helping them every step of the way.
Our goals?
- Find ways to pay eligible claims — plus remove as much confusion as possible and make the process as simple as possible.
- Help claimants receive the benefits they’re entitled to and boost benefits utilization for employers by simplifying the claims process.
Proactively and efficiently paying claims
From the time an employee enrolls to when an approved claim is processed and paid, we engage in a variety of proactive actions to help employees get the most from the benefits they enrolled in. Support ranges from identifying and notifying employees when they may have a potential benefit opportunity to even paying benefits proactively for certain covered events automatically.
Always looking for ways to pay claims
We’re continuously identifying ways to connect the dots so your employees are getting the most out of their benefits:
- Sending reminders, notifications and educational materials to help insureds understand the benefits they’re enrolled in and helping them remember to file a claim when they experience a covered event and are eligible for a benefit that can help lessen the financial impact.
- Bulk wellness and other solutions help streamline the process for you to submit some claims on behalf of your employees and their beneficiaries.
- Leveraging data from other sources, like claims filed for a different product where we know they have another eligible claim on a different product they’re enrolled in, or solutions like medical claims integration help us proactively notify, and in some cases, proactively pay claimants.
While innovation is standard, we also understand some situations require a personal touch. We do what it takes, like requesting medical records when it’s the better and more compassionate way to obtain them.
Paying claims in the spirit of our vision
How can we reduce the burden on insureds? This question is top of mind every day — and the reason we look for ways to make a meaningful difference in the lives of our insured customers. That’s why we look at our contract language with a critical eye and find ways to make it easier for people to understand the benefits they’re enrolled in.
The advantages of Voya claims integration
- Proactive notifications and claims processes support our efforts to minimize the financial impact for your employees when they experience covered events.
- We help them get the benefits they are entitled to, even the ones they may have forgotten about. This can also help increase utilization of the products you offer.
Ready to take the next step?
Connect with us today to learn more about our Supplemental Health Insurance, Life Insurance and Disability Income solutions — or contact your broker or Voya representative.
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Bereavement Support, including Funeral Planning & Will Preparation services are provided by The Empathy Project, Inc., New York, NY. Provisions and availability of each service may vary by state. In New York, only funeral planning is available.
A complete description of benefits, limitations, exclusions and termination of coverage will be provided in the certificate of insurance and riders. All coverage is subject to the terms and conditions of the group policy. If there is any discrepancy between this document and the group policy documents, the policy documents will govern. To keep coverage in force, premiums are payable up to the date of coverage termination. Insurance is issued by ReliaStar Life Insurance Company (Minneapolis, MN) and ReliaStar Life Insurance Company of New York (Woodbury, NY). Within the State of New York, only ReliaStar Life Insurance Company of New York is admitted, and its products issued. Both are members of the Voya® family of companies. Form numbers, provisions and availability may vary by state.