Prudential Financial : announces two-way texting for disability claims—an industry first

NEWARK, N.J., October 11, 2017 -
Employees can now manage disability claims through two-way texting with the introduction of this new capability by Prudential Group Insurance. An industry first, two-way texting is the latest example of how the company is using technology to provide employers convenient tools to help their employees return to work faster after an unexpected illness or injury.
Prudential Group Insurance, a business of Prudential Financial, Inc. (NYSE: PRU), launched the new feature to make sending and receiving claim information as easy as texting for workers who need help covering expenses while they recover their health. 'Group Insurance is blazing a new path by being the first group carrier to offer two-way communication via text to customers,' says James Gemus, senior vice president, Head of Product and Business Segments, Group Insurance. 'This is just one way our investments in technology have built a more satisfying claims experience for employees and attractive offering for employers, as we continue to drive innovation throughout the industry.'

Employing technology for efficient disability and absence management
Two-way texting joins a suite of enhanced capabilities that will allow claimants to communicate with Prudential however they feel most comfortable:

• Real-time online claim status tracker.
• 24/7 live phone claim intake - Start the claims process at any time.
• Updated online employee portal - Paperless form filing.
• Email options - Securely transmit records and claims instantly.

Other group disability insurance carriers that currently offer text communication generally use it as a one-way tool, with no ability for customers to respond. The two-way capability enables Prudential to securely share basic information-communicating the receipt of claimant documentation, for example-while also enabling customers to confirm or update information, such as their scheduled return-to-work date. Customer texts feed directly into the claims system, accelerating the process. So far, more than 250,000 outbound text messages have been sent, and customers are engaged-messages where responses were requested have seen an impressive response rate of more than 50 percent.

The company's focus on using technology and enhanced digital communication to ease the claims experience for impacted employees is expected to help Prudential Group Insurance continue to deliver results for its disability customers.
'Offering employees a variety of digital tools that optimize their time is no longer optional for employers, it's critical,' says Gemus. 'We are committed to fostering a collaborative, innovative culture that will enable us to continue bringing these solutions to market. It's a win-win for Prudential and our customers.'
About Prudential Group Insurance
Prudential Group Insurance manufactures and distributes a full range of group life, long-term and short-term disability and corporate- and trust-owned life insurance in the U.S. to institutional clients primarily for use in connection with employee and membership benefit plans. The business also sells critical illness, accidental death and dismemberment and other ancillary coverages and provides plan administrative services in connection with its insurance coverages.
About Prudential Financial, Inc.
Prudential Financial, Inc. (NYSE: PRU), a financial services leader, has operations in the United States, Asia, Europe and Latin America. Prudential's diverse and talented employees are committed to helping individual and institutional customers grow and protect their wealth through a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds and investment management. In the U.S., Prudential's iconic Rock symbol has stood for strength, stability, expertise and innovation for more than a century. For more information, please visit news.prudential.com.