Frequently Asked Questions:

How do I file a claim?
Submit a completed Colonial claim form to us for processing by a claims specialist. Please provide as much information as you can. This will help our claims specialist process your request.

Colonial has one standard form for all types of claims. Detailed instructions are included on the form. You can download here to obtain a universal claim form or access a link to Colonial through your Union website at TWU556.org. You may mail or fax your completed claim form to:

Colonial Life & Accident Insurance Company
P.O. Box 100195
Columbia SC 29202-3195
Fax: 1-800-880-9325

If you fax your claim form, please keep the original form for your records.

How do I complete the claim form?
Complete the policyholder sections of the claim form according to the directions included on the form and have your doctor complete Sections B and/ or D. Attach medical bills and any other additional information to the form and fax or mail it to Colonial. Be sure to write your employee ID number on each page of the form. It is not necessary to have your employer complete the employer section.

How do I send claim information?
If the information you are sending to Colonial is less than 20 pages long, you may fax it to us, toll-free, at the number indicated above and on the claim form. If you send us your information by fax, please do not mail the originals. Faxing your claim eliminates the time required for U.S. mail delivery. Within two to three business days of receiving your faxed or mailed claim, we will leave an electronic message at your home phone number notifying you that we have received your claim. You may also initial on the claim form if you would like for us to leave an electronic message at your home phone number that notifies you that your claim has been processed.

What information do I need to file a claim?
You should attach any doctor or hospital bills associated with the claim to the claim form. Should you obtain additional medical bills associated with the claim, send them to us. Colonial provides benefits based on your coverage and the information received.

To expedite your claim, it is important that you send us as much information as possible. Delays can be experienced when incomplete information is submitted. The following information is needed when submitting a claim.

* Doctor's Medical Diagnosis

* Dates of Medical Treatment (copies of medical and/or hospital bills)

* Description of Accident or Health Condition, including the date the accident occurred and a description of the accident

* Signed Authorization (by you) at the bottom of claim form

The following additional information may be required depending on the claim submitted.
Cancer Claims - Pathology or laboratory report, medical bills (all charges itemized) and procedure codes.
Disability Claims - dates of treatment, dates of disability from doctor, treating doctor's estimated return to work date.

How do I file a maternity disability claim?
Complete the appropriate sections of the Colonial claim form and send Colonial a hospital bill or statement from your doctor indicating the date and type of delivery. Please include the attending physician's name, address and phone number.

I submitted a claim. Did you receive it?
It may take up to seven days for your mailed claim form to reach the Colonial office. Remember to allow us two to three business days after we receive your faxed or mailed claim to electronically notify you of receipt. Claims processing may take up to two weeks.

You can find out if we have received your claim 24 hours a day, seven days a week, by calling the Colonial Service Center at 1-800-325-4368 and using the Automated Service option.

You can also send us an e-mail and we'll respond directly to you within two business days.

Please remember: Claims submitted for benefits that are subject to a pre-existing condition exclusion, waiting period or are within the contestability period of the policy may require additional medical information that can extend processing time. While we can't avoid delays resulting from the need to obtain this additional medical information, our claims specialist will work with your medical provider to expedite the review process.

How do I find out information about my Colonial coverage?
What policies do I have and what do they cover?
Please call the Colonial Service Center (1-800-325-4368) for detailed information about your policy.

What if I need to make changes to my coverage?
Please contact the local Colonial office at 1-877-885-9191 for assistance.

update 02-02-08