I am pleased to announce that, effective November 18th, our Long-Term Care Claims Department will be implementing a new claims management system. This strategic shift represents a significant step forward in enhancing our service delivery for both our distribution partners and policyholders.

Benefits of In-House Claims Processing:

1. Improved Efficiency: By managing claims internally, we can streamline our processes, reduce turnaround times and enhance communication. This means faster responses for our agents and quicker resolutions for our policyholders.
2. Enhanced Customer Experience: Our team will have direct oversight of claims handling, allowing us to provide a more personalized and attentive service. This will help ensure that our policyholders receive the support they need when it matters most.
3. Greater Control and Consistency: Bringing claims processing in-house allows us to maintain greater control over our claims management procedures, ensuring adherence to our high standards and consistent outcomes across all cases.
4. Better Support for Agents: With claims processing closer to our core operations, our agents will have direct access to resources and support, making it easier to assist policyholders and address any questions or concerns that may arise during the claims process.

Updated Product & Underwriting Guides

Here are links to our Product & Underwriting Guides with the updated claims email and phone number information. The guides will be available for order through normal channels on November 14th. For questions related to Customer Access, please refer to our Customer Access FAQ.

• Customer Access FAQ Document
• Long-Term Care Product Guide
• Long-Term Care Underwriting Guide

We are committed to making this transition as seamless as possible and will provide ongoing updates and resources to support you during this change. Your feedback and collaboration are vital to ensuring the success of this initiative.

Thank you for your continued dedication and support as we work to enhance our long-term care offerings.

Best regards,

Maureen Griffin
Vice President of Claims
IWP Health Claims Leadership