Unum transforms short-term disability engagement with interactive, self-service experiences

Unum, a Fortune 250 insurance carrier utilizes Invisible App™ to automate the claimant interactions in their short-term-disability claims process. Previously, the process for gathering simple but critical things like their last day worked, estimated return to work date, or the actual delivery date for maternity claims was very manual and time intensive.

With Ushur, Unum has significantly reduced both their outbound calls and return calls into their contact center, delivering a streamlined process for the benefits administrators at the employer groups they serve, as well a frictionless self-service experience for their employees and claimants.

Results

• 85% Engagement Rate
• 90% Completion within 1 Hr
• 50% Response within 5 Mins
• 42% Outbound Calls Eliminated
• 40% NPS Improvement