5 Tips for Better Communication With Your LTD Case Manager

In our last post, we talked about how important it is to be mindful of what you say when you’re in contact with your LTD case manager (also known as the claims specialist or claims manager). Being truthful, staying on-topic, and watching out for contradictions are all very important.

In today’s post, we’re sharing some more practical tips on how to keep your communication organized and in line with the insurer’s expectations, while protecting yourself.

Document everything

Every time you have contact with the insurer, keep a log of:

  • who you talked to
  • what you talked about
  • how long you talked
  • what the next steps, deadlines, scheduled communication, etc., are

Be prepared & be organized

When the case manager checks in with you, they’ll want to know about any recent treatments, appointments, test results, etc., as well as medications you’re taking.  Having that information on-hand will really help things go smoothly.

Get it in writing as much as possible

Case managers will usually check in by phone or email. Email is ideal because it creates a paper trail. When you do speak on the phone, be sure to log it (as described point above).

Depending on your disability, it may be hard for you to “think on your feet” during a phone call, so don’t be afraid to ask to communicate through email if you think that will be easier.

Follow through on requests

If the case manager asks you for information, try to provide it promptly. If there will be delays, send an email to let them know that.

Proactively disclose travel or changes in treatment

If your doctor has given you the ok to travel, it’s a good idea to let the insurer know of your plans. Similarly, if you are changing your treatment plans from what was previously established (for instance, discontinuing or spacing out treatments), let them know.

Keeping on top of all of this might feel like a full-time job at a time when you are already unwell. But it will pay off in the long run, by helping to keep your benefits intact, or ensuring you have documentation to support your case if you do need to push back against the insurer.

Are you having trouble with your LTD claim, or have you been told your benefits are ending before you’re ready to return to work?  Watch this video to learn about Frank Van Dyke’s approach, and contact us for a free consultation.