Claims

Key Words / Phrases:

I’d like to file a claim
Status of a claim
Lost my parent / spouse
Had an accident
Was in the hospital

If Deceased

“On behalf of our company, I would like to extend our condolences to the family.”

Process to Initiate Claim

If caller wishes to file a claim, ask:

“Would you like to speak to one of our Claim Specialists or would you prefer that we just send the claim forms to you? Once the claim forms are completed and returned to us, we will send them to the insurance company for a claim decision. Your claim is not filed until this final step has taken place.”

If caller wishes to have the forms sent:

- “Emailed forms can take up to 24 hours while mailed forms can take 10 to 14 business days. Do you want the forms emailed or mailed to you?”
- Complete the claim workflow: Launch Workflow

If caller wishes to speak with a Claims Specialist:

- From 8am to 12pm and 2pm to 6pm est – “Are there any other questions you may have before I connect you with a Claims Specialist as they can only assist with claims information?” then transfer to a Claims Specialist

- From 12pm to 2pm est – “I will request that a Claims Specialist call you. This normally takes one or two business days and the call will be from 866-567-6996 or a number beginning with the area code 615.”

Transferring to a Claim Specialist

Reach a Claims Specialist

Provide the following information:
- Coverage ID
- Coverage has been verified
- Policy summary has been read
- Caller’s name
- Reason for transfer (file a claim, claim assistance, claim status, etc.)
Warm transfer the call.

Do not reach a Claims Specialist

“I will request that a Claims Specialist call you. This normally takes one or two business days and the call will be from 866-567-6996 or a number beginning with the area code 615.”
Complete the claim workflow: Launch Workflow

Frequently Asked Questions

Can you email the claim forms to me instead of sending them through the mail?

Claim forms can be emailed, except if the carrier is Transamerica.

Can I email my completed claim forms?

“Yes, you can email your completed claims forms to fmclaimsintake@franklin-madison.com.”

Can I fax my completed claim forms?

“Yes, you can fax them to 844-399-9346.”

To which address can I send my completed claims forms?

“You can mail it to:

Plan Administrator
Claims
P.O. Box 681749
Franklin, TN 37068-1749″

What is the status of my claim?

Look for the claim received date in the comments screen. Inform the caller that the claims process can take up to 7-14 business days for carrier decisioning once all required information is received. All communication will come from the carrier regarding the status of the claim.

Is this claim payable?

“Upon receipt of the completed claim forms and any documentation needed to adjudicate the claim, the insurance company will make that determination.”

What is the time frame to process my claim?

“Once we receive the completed claim forms and documents, we will process and send them to the carrier for adjudication. If any additional information is needed to process the claim, the carrier will reach out to the claimant directly. Please allow 7-14 business days for carrier decisioning once all required information is received.”