Reliance Standard Insurance Company

Review: I have a long over due unpaid claim with reliance standard for two separate vision claims. They have confirmed my correct address and they claim they have approved payment and mailed the checks, but 30 and 7 days later for the same claim I have received no check. During this time I have received all my other mail. I asked them to provide a tracking number on the next check for obvious reasons and was quickly dismissed by the rep and then the supervisor. I searched the internet and this appears not to be an isolated case of failure to deliver, but a possible practice. If you can assist I would appreciate it and I would strongly caution a relationship with reliance standard based on the supervisors inability to make this situation right simply by providing a tracking number with the third check.Desired Settlement: A tracking number or immediate payment

Review: I have Long-Term Disability insurance through Reliance Standard that I purchased through my employer. I have had monthly payments deducted from my check for this insurance. However, when I became disabled they were incredibly difficult to work with. They said it would take 45 days to determine eligibility, it took over 6 months. When I called to ask about the status of my claim, no one would return my calls. I left multiple messages over a 6-week period with no response. I finally left a message saying I was hiring a lawyer, less than a week later they finally called me back. Once I was finally approved, they told me I would have my first check by May 3rd and the following by May 11th. It is now May 15th and I have yet to receive any checks from them. When calling to inquire about this, they have not returned my calls.Desired Settlement: To receive the benefits promised to me from Reliance Standard, and to receive any future benefits in a timely manner.

Business

Response:

Thank you for alerting us of this complaint which came in through the Revdex.com. We appreciate the work you do on a daily basis to ensure that consumers throughout the country are being treated fairly and respectfully.

With regard to Ms. [redacted]s experience to date we do apologize that she has been unhappy with her interactions and experience with our company. We do acknowledge that the period of time that elapsed during the evaluation of her long-term disability claim was greater than we would like to see when handling these types of claims. With this said, there were many elements of her long-term disability claim which required that we obtain various pieces of information, which ultimately delayed the final decision on this long-term disability claim.

1) Due to the timing of this claim it was necessary to complete a pre-existing investigation. This investigation required that we obtain medical records from various medical providers for various periods of service. This process alone took up much of the time in question.

2) In order to determine Mr. [redacted]s eligibility for benefits, we also asked for and obtained her payroll records from her current employer. These records helped to determine if she was eligible for long-term disability benefits.

Please note that the need to obtain a large amount of medical information, her employment records from her current employer, as well as the various other items required to make a decision on this claim, is what ultimately delayed the processing of this claim. As of May 23, 2013 we have communicated a final decision with regard to Ms. [redacted]s eligibility for long-term disability and a letter has been sent to her outlining the reasons for our decision.

We are hopeful that this letter and communication will help Mr. Reichel further understand the details of her long-term disability claim decision. We welcome any additional feedback and will be happy to respond quickly if any such inquiries come to our attention.

Sincerely,

Director Operations

Matrix Absence Management

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Review: I have an open claim with this company for short term disability. The documentation they required was faxed Monday. I was then told they allow themselves 3-5 days to review the claim for payment. I called Wednesday and expressed my family needs the payment urgently. As it is, we are on a limited income under this insurance and it barely pays for food, but as I had a 2 month medical leave of absence, these checks are all we have. As of today, Friday, I called to check status and they should review it by Monday. It is a 1 page doctor note saying I returned to work on Monday. It's not that difficult to review, and I have expressed since Wednesday this check is necessary to feed my children. This is an unacceptable practice!Desired Settlement: Pay attention to customers. My employer chose this company for short term disability. Expedite the check that this company owes so that I can take care of my family. We are frustrated enough with the financial hardship, so why make it even more difficult?

Consumer

Response:

Within 15 minutes of my writing letter and sending an email to the manager of the Philadelphia branch the claim was resolved. Please note that I did send this information to the Revdex.com. In either case I am satisfied, although we are still awaiting the payment. I was informed it was sent from Philadelphia on Friday but I assume that it is simply a mail service delay.

Regards,