Frequently Asked Questions

We are closely monitoring activity around COVID-19 and its impact on our customers, our employees and the communities we serve. While the COVID-19 situation is ever-changing, our commitment to our customers remains the same, and we are constantly working on their behalf.

The insured employee will be considered actively at work if the insured employee was actively at work the day before the quarantine or temporary company closure. If the employer has instructed an employee to work from home, they will be considered actively at work.

If the employer has approved the leave from work for the impacted employee and premiums are paid, the coverage will remain in force.

If an employee’s coverage ends between March 1 and September 30 due to termination of employment, a work stoppage or a reduction of hours below the minimum required for eligibility, and the employee returns to their job in an eligible class within 6 months, they may reinstate their coverage. The coverage may be reinstated to the exact same benefit amount prior to the loss of coverage. In this instance, we will not:

1. Apply a new Eligibility Waiting Period
2. Apply a new Benefit Waiting Period
3. Apply a new Pre-existing Condition Exclusion
4. Require Evidence of Insurability

If a contributory or voluntary coverage is being continued for an employee while they are on furlough, regularly scheduled premium payments are required.

For employees who experienced a period of furlough or reduction in hours due to COVID-19 after March 1, 2020, their coverage continued through September 30, 2020, at the amount in-force prior to the furlough or reduction in hours. Starting October 1, 2020, employees not meeting the minimum hours worked in the class description of their insurance certificate will have coverage discontinued. Employers should adjust their in-force membership on their billing statement to reflect eligible employee populations.

Employees whose coverage under their employer’s policy ended due to termination of employment may be eligible to purchase insurance through conversion or portability provisions. Please refer to your certificate of coverage to determine what conversion or portability options are available. Please note, in general, state and federal laws require employers to provide notice of conversion or portability privileges to their employees at time of termination.

• Employees who have been instructed by their employer to work from home will be considered to be actively at work. Their coverage will remain active as long as premiums are paid during this period. We expect employers will make every effort to have those employees who have the ability to work from home do so.
• Employees who have their employment terminated by the employer will no longer be eligible for coverage as of their termination date.

• For in-force groups—Given the extraordinary circumstances presented by COVID-19 and in recognition of the value we assign to our group relationships, we will choose not to re-rate a group for rates or fees during the 2020 calendar year if due to COVID-19 enrollment changes by negative ten percent. However, this one-time accommodation under the circumstances is not a waiver of any rights, and we reserve our rights to consider any enrollment changes for the 2021 calendar year and beyond.
• For new business, we will still reserve the right to re-rate once final enrollment is received.

Yes, COVID-19 is covered like any other sickness under a short-term or long-term disability program.

We will continue to review and process disability claims on an individual, claim-by-claim basis—just as we have always done. For disability lines of coverage, a quarantine, in and of itself, would not necessarily result in a claim being approved. The definition of disability requirements in the certificate of insurance are applicable.

The elimination period is a contractual element in the disability program purchased by the employer. All provisions of the disability policy will continue to be administered per the policy/certificate contract.

If an employee has been diagnosed with COVID-19, they can submit a claim for short-term disability benefits. If an employee has not been diagnosed with COVID-19, they should contact their employer to see what other benefits they may be eligible for.

If a claimant is currently on claim for disability and is required to get continuing physician authorization, they should contact us, and we will work with them to determine the best course of action for their claim. If a claimant is too sick to work and is attempting to file a new disability claim, they can file a claim, but we will need verification from their attending physician before we can approve any benefits.

Employees can continue to file a claim the same way they have always done before. Our process has not changed. Employees should contact their employer for the appropriate steps to file a claim. Download claim forms.

We can deposit a disability payment directly into the claimant’s bank account. Claimants can contact our claim customer service at 1-800-367-6401 for assistance.

If your Leave programs are managed in conjunction with your disability program by FMLASource¹, you can file a leave or disability claim by calling 1-844-361-4267. See the special bulletin from ComPsych® for additional guidance from FMLASource about COVID-19 and FMLA Leave.

If a claimant is currently on group life waiver of premium and is required to get continuing physician authorization, they should contact us, and we will work with them to determine the best course of action for their claim. If a claimant is too sick to work and is attempting to file a new disability claim, they can file a claim, but we will need verification from their attending physician before we can approve any benefits.

We strive to help provide employers, employees and their families with financial resources if a covered person passes away prematurely. In the unfortunate event that a covered person passes away because of contracting COVID-19, the life insurance policy benefits would apply.

• Yes. We use the EyeMed network and are committed to maintaining service and helping you manage through these challenging times. EyeMed will follow all COVID-19 guidance and protocols provided by the Centers for Disease Control and Prevention (CDC), and state and local public health departments. We recommend you follow CDC guidelines regarding routine eye exams, including postponing routine visits.
• Should you lose or break your glasses or require replacement contact lenses, we are encouraging members to utilize online, in-network options, including Glasses.com, ContactsDirect.com, Ray-Ban.com, LensCrafters.com, and TargetOptical.com. Utilizing online providers also helps assure you practice safe social distancing and avoid unnecessary risk outdoors. Your benefits are applied on these sites during checkout and your glasses are mailed right to your home. Understanding the circumstances, many of these online providers are offering free, expedited shipping and no-cost returns for extra convenience. Check with online providers to verify available offers.

The virus is spread from person-to-person, mainly by respiratory droplets produced when an infected person coughs or sneezes (similar to how influenza spreads). These droplets can land in the mouths or noses of people who are nearby or possibly be inhaled into the lungs.

The main symptoms of COVID-19 resemble those of a bad cold or the flu, which can make detection difficult. They include: fever, cough or shortness of breath. The Center for Disease Control and Prevention (CDC) believes that symptoms of COVID-19 may appear in as few as 2 days or as long as 14 days after exposure at this time.

People living or travelling in an area where the COVID-19 virus is circulating may be at greater risk.

There is currently no vaccine for COVID-19. The best way to prevent infection is to avoid exposure. The World Health Organization (WHO) recommends everyday preventive actions to help prevent the spread of respiratory viruses.

This is an evolving situation. For more information, we recommend following the guidance provided by local health authorities, the World Health Organization and the Centers for Disease Control and Prevention