LIFE Reaches Out to Families | November 2001 Web Exclusive

Web Exclusive: LIFE Reaches Out to Families

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Bruce Mendelsohn

LIFE hotline and website streamline claims processing.

Responding quickly to the events of September 11, 2001, LIFE has created an unprecedented coalition of insurance companies and professionals to help survivors of victims of the attacks get the insurance information they need to rebuild their lives. Focusing on those who do not know where to turn or perhaps have no place to turn, LIFE has begun to reach out to industry organizations and companies seeking their cooperation in helping these people.

Helping survivors get answers

While almost all insurance companies have mounted a strong effort to contact and help the families of their insureds, LIFE's efforts address the concerns of those who do not know where to turn. By calling a toll-free number (888-346-8200) or accessing information on LIFE's website (www.life-line.org), survivors can get answers to their insurance related questions. The primary objective is to put them in touch with an agent or a company representative as quickly as possible.

According to David F. Woods, CLU, ChFC, president of LIFE, "For the first time in my 40 years in the insurance business, the companies and all our associations rallied around the industry's reason for existence. While most, if not all, companies reached out to those clients they knew about, our effort united companies and associations to reach people who, for one reason or another, may have fallen between the cracks. What's interesting is that a number just called for reassurance that the information they had been given was correct and that they knew their options. So in that sense, the effort added value to the tremendous efforts companies were already making to take care of their policyholders."

How it works

After calling LIFE's toll-free hotline (888-346-8200), inquiries are then passed through LIFE staff to a volunteer from LIFE's group of highly experienced insurance agents and financial advisors. These are members of LIFE, NAIFA and the Society of Financial Service Professionals boards. The volunteers then contact the inquirer directly to understand their specific needs. If the inquirer doesn't know whether or not their loved one had a policy, the volunteer would forward information such as the deceased's name, date of birth, Social Security number and address to LIFE. That information is then sent to a list of more than 800 insurance companies with a request that they search their files to see if the person was insured with the company.

For privacy reasons, LIFE removes itself from the response process at that point. If there is any insurance in force, the company responds directly to the owner or primary beneficiary.

"One of my most fulfilling experiences"

"The attitude in the industry is very positive, proactive and supportive toward paying these claims."

John Ruckel, LIFE Board member and NAIFA past president, was among the first to volunteer his time and expertise to this initiative. "I've done this for 32 years and delivered a lot of death claims," emphasizes Ruckel, "but this was one of the most fulfilling things I've ever done. "I explained to the caller that the attitude in the industry is very positive, proactive and supportive toward paying these claims. I told him the companies through which he had policies were excellent and that the entire industry is reaching out to help survivors of victims. For example, I said that companies are even settling policies with affidavits in lieu of death certificates. In my 32 years I've never paid a death claim where there was no certificate, but it's happening now. After this half-hour conversation, the caller really calmed down. He said, `I feel so much better; I feel a tremendous relief. I don't know how to thank you enough.'

"At that moment, I realized why we're doing this. I knew right then that we had done the right thing. I got such a sense of pride from being involved in this campaign-it simply reinforces the critical importance of what we do."

Bruce Mendelsohn is LIFE's manager of industry communications for member support and media outreach.

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