I’m looking for input from others who have dealt with insurer requests for phone calls during a disability claim.
In my case, I’ve been fully participating and providing all requested information in writing. Previously, this was accepted. Recently, I’ve been asked to complete a phone interview, and I’ve requested clarification on whether this is required under the policy. I’ve been advised there is no specific provision requiring telephone communication, but that a call is still being requested to assess my claim.
I’m more comfortable communicating in writing so that responses are complete and there is a clear record. I’m continuing to cooperate and respond promptly, just in written form.
For those who have been in a similar situation:
Were you required to participate in phone calls?
Were written responses accepted?
Did declining a phone call affect your claim?
I’d appreciate any insight on how others have approached this.
This is a difficult question to answer because there are so many variables. My advice might be different depending on what is making you disabled, how good you are at understanding what the insurer needs and what you need to prove, etc.
I did do update phone calls, but there is a lot of objective evidence of what’s wrong with me (things observable to a doctor) to back up how sick I was. But my main reason for it was that at the beginning I was physically unable to sit down and respond to written questions. I was careful to not overstate things and also to explain what my limitations were. After each conversation I did email myself a summary of who was on the call and what we discussed with a date and time stamp. ironically it turned out my case manager wasn’t keeping notes or a recording so my emailed notes were the only record of the conversation.
There is the part about how this should happen theoretically and then what is required contractually.
Contractually speaking I’ve never seen a long-term disability contract that requires someone to take a phone interview. You are however required to update and communicate with them so theoretically speaking you could demand everything be done in written format and you will have still completed your contractual responsibilities.
My request for phone updates was denied. Nowhere in the policy does it explicitly state that phone calls are not allowed.
I didn’t bother pushing it further. I’ve seen several posts on here of people who didn’t respond to phone calls, and somehow it worked out for them. But I think it really is a hit or miss depending on your caseworker.
I asked my insurer to communicate via emails only, as I have a medical condition that makes it difficult to answer phone calls, and for over 2yrs they did not call me. I think they will agree to emails only, if you have a physical medical condition that can exacerbate if you have to answer phone calls. They may not take the request seriously if it’s due to anxiety. They only recently started calling me again because my case manager changed. I can handle short phone calls, so I answer them when I see my insurer’s number on my phone.
I requested written communication because my case worker would cut me off, twist what I’m saying and raise her voice. It was so stressful that I felt physically ill. Not sure where they find these people.
I just missed a call from my Case Manager’s call by literally 5 mins today. He then sent an email requesting a scheduled time to call me within the next two weeks. It wont be him as he is going away. I am new to LTD , I was previously on STD and then was approved for LTD. My first Case Manager was actually so lovely, but then they switched it up. I am so nervous about speaking with him. How much do I say? What will / will not be twisted etc. Im guessing this is all part of the process. I would love any tips! Part of my issue is around Memory/Cognition so, Im super nervous
Push come to shove you can always retain a lawyer and have your lawyer represent you. I’ve never done it, so I could be wrong, but that’s based on my understanding
I would say as little as possible and only answer questions asked. Be careful of over-talking. Don’t mention any stress factors at work such as problems with management or coworkers, as your insurer will take note of this and question whether the workplace is the real issue, not your medical condition.
Update: I maintained a firm and consistent position throughout the process, reiterating that I have fully cooperated by providing all requested information. Over several weeks, there was ongoing back and forth, with the assertion that I was not cooperating due to my refusal to participate in a phone call. I continued to emphasize that all necessary information had already been provided.
I requested that they identify the specific policy provision requiring a phone call as a condition of cooperation; however, they were unable to do so.
I also consulted legal counsel, at a rate of $750 per hour, who advised that if the policy does not explicitly require phone calls, then there is no obligation to participate in them. Based on that advice, I was encouraged to maintain my position. Counsel further advised against formally retaining him unless my benefits are terminated.