Exhibit B - Offeror Questionnaire.xlsx

XLSX spreadsheet 72 KB Posted Sep 1, 2026

Attached to: Short-Term and Long-Term Disability Benefits
Solicitation number: RFP AABA 2027000042 1
Issued by: Denver County, Denver City, Colorado

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Written by GovTribe AI · Sep 2, 2026

Summary

This is an Offeror Questionnaire exhibit for a Request for Proposal (RFP) issued by the State of Colorado for Short-Term and Long-Term Disability Benefits administration. The RFP seeks a vendor to administer both Short-Term Disability (STD) and Long-Term Disability (LTD) claims for State of Colorado employees, with implementation beginning immediately upon contract execution and billing commencing July 1, 2027. The contract term is five years through June 30, 2032, with a rate guarantee through that date. Offerors must confirm they are not brokers or agencies, have provided similar services to at least one public sector employer with more than 20,000 members, will not solicit State members for other products without consent, and will maintain proper licensure in Colorado. The questionnaire addresses accessibility requirements (WCAG 2.1+ compliance by July 1, 2025), general professional qualifications, technical capabilities for claims administration and benefit coordination with Colorado's PERA Disability program and FAMLI coverage, and management capabilities including staffing and timelines.

Pricing must be submitted in a separate Financial Workbook with costs for fully-insured and Advice to Pay (ATP) STD structures. The State will not pay for implementation beyond the $30,000 in implementation support and $40,000 for independent quality review costs (capped at $5,000 for travel). Premium rates are subject to adjustment only once annually on the plan anniversary, with rate change proposals due by January 1 prior to each July 1 effective date. Offerors must accept wire transfers and monthly self-billed premium statements, with payments made one to two months in arrears. The incumbent carrier is Unum. Responses must address performance guarantees with specific metrics, penalty percentages, and financial penalties for unresolved priority issues. All communication materials must comply with Colorado Office of Information Technology accessibility guidelines, and the State reserves approval rights over employee-facing materials.

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Other files

File	Type	Posted
Exhibit F - Payment Details Monthly Disability Claims 7.1.2023-6.30.2026.xlsx	XLSX spreadsheet	Sep 1, 2026
Exhibit D - Information Technology Contract.docx	DOCX document	Sep 1, 2026
Exhibit C - Cost Exhibit.xlsm	XLSM spreadsheet	Sep 1, 2026
Exhibit H - SOC STD Certificate.pdf	PDF	Sep 1, 2026
Exhibit E - W-9 - Fillable.pdf	PDF	Sep 1, 2026
Exhibit A - Specifications and Requirements for RFP AABA 2027-0042.pdf	PDF	Sep 1, 2026
Administrative Information for RFP AABA 2027-0042.pdf	PDF	Sep 1, 2026
Exhibit G - SOC LTD Certificate.pdf	PDF	Sep 1, 2026

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B-1 Instructions

Exhibit Instructions to Offerors

When completing the exhibits in the Excel workbook, please follow the directions below:

1. Do not add or delete rows, columns or alter-pre-labeled text in the exhibits

2. Electronic copies of these exhibits must be returned in Excel. Do not provide in a PDF format.

3. Do not extract individual worksheets (exhibits) and submit as separate Excel workbooks in the electronic copy.

B-2 Accessibility requirements

Attachment B-2: Vendor Questionnaire - Accessibility requirements

Representations made by the Offeror in this proposal become contractual obligations that must be met for the duration of the contract term.

Offeror:

Question		Offeror Response	Clarification of Response; Detail how the requirement is met here
1	Do you have an accessibility plan in place that will result in WCAG 2.1+ compliance on or before July 1, 2025? If not, when do you anticipate your product being fully compliant?	Select One
2	Do you currently engage, independently or through a third-party, in both automated and manual (human-led) accessibility testing of your product? If yes, do you engage in testing for each version of your product?	Select One
3	Do you have a Voluntary Product Accessibility Template (VPAT), version 2.4+ WCAG, or Accessibility Conformance Report (ACR) including WCAG 2.1+ criteria available for the version of your product currently being proposed to DPA? If so, please provide it in PDF format.	Select One

B-3 Questionnaire Components

ID	Question
	Minimum Qualifications - must respond "yes" to be considered.	Please read, review and provide the information requested in this workbook. The cells will automatically expand as needed if your response is longer than the space shown in the cell, however, brevity is expected. Most responses should be less than 150 words.
1	Confirm you are not a broker or agency offering the products in this Scope of Services.
2	Confirm you have provided the services which you are proposing to at least one public sector employer with more than 20,000 members.
3	Confirm you will not solicit State of Colorado members for any other products or services that your firm might offer, and confirm you will not sell any mailing or other list that includes member information without express written consent from the State.
4	Confirm that you agree that the terms of the RFP responses are valid until a final contract is executed.
5	Do you agree that this bid response is not contingent on purchasing any services other than in the Scope of Work?
6	Do you agree to maintain proper licensure as required by any state law where it relates to the services that you will be performing?
7	Confirm offeror shall abide by all applicable statutory and IRS requirements as well as Chapter 11 of the State Personnel Director’s Administrative Procedures governing State employees’ benefit plans.
8	Confirm, if selected, offeror shall administer both Short Term Disability (STD) and Long Term Disability (LTD) claims.
9	Confirm offeror shall accept currently insured employees on a no loss, no gain basis.
10	Confirm that at the time of contract execution, the Offeror will be properly authorized, licensed and registered to conduct business in the State of Colorado for the services being offered through this RFP.
	General Professional Services
11	What is your company name?
12	How many years has your firm offered the benefits outlined in the referenced Scope of Work ?
13	Are you able to administer the plan per the Benefit Plan Summary?
14	Would the addition of this State to your Book of Business add more than 10% growth to your organization? If so, how would you handle this growth?
15	How many clients with 10,000 or more subscribers does your organization serve today? How many of those are Public Sector? Please break down by private sector, and public sector. Of the public sector clients please break down by type (state, city, county, etc.)
16	In the last 5 years, has your organization been involved in any litigation that would prohibit your organization from delivering the Scope of Work outlined in the RFP?
17	If you have been involved in any litigation in the last 5 years, please explain.
18	Have you ever had any litigation specific to the State? If so, please explain.
19	Has your organization completed any mergers or acquisitions in the last 24 months?
20	If you have completed a merger or acquisition in the last 24 months, will this impact the services requested, specifically services such as Claims Process, Customer Service or Administrative Services.
21	Does your firm have affiliates with any other company? Name the parent company of your organization if applicable.
22	To what extent will you be using subcontractors in fulfilling the duties requested in the RFP? Describe their role and your relationship with them.
23	Discuss your ability to guarantee the delivery of service under contract in the event of a subcontractor, independent contractor or subsidiary insolvency.
24	If your firm is not a corporation, do you have any partners, proprietor, or other owners who have any interest in any provider firms utilized to provide the services of this RFP?
25	Do you have a local office to serve the State? If not, how will you meet the State's needs for in-person events?
26	Do you agree that any data and information regarding the State supplied to you for purposes of responding to this RFP will be destroyed immediately upon receiving notice that you were not the successful winner?
27	What certifications and accreditations has your organization received relative to the services in this RFP?
28	Should your firm be awarded this RFP, identify any services performed outside the borders of the United States of America.
29	What are the most recent financial ratings, including the date of the rating for your company by the following rating agencies (if not applicable, include a N/A)?
29a	AM Best
29b	Standard and Poor's (S&P)
29c	Moody's
29d	Fitch
30	If your rating has changed within the past 12 months for any of the rating agencies, indicate the change in the rating and a brief description/explanation of the change.
31	Confirm you have provided an organizational chart or listing of the management and service team that would be assigned to handle the State of Colorado account. Save the Document as "Vendor Name_Service Team". Include name, location, title, and a brief description of each individual’s responsibilities and relevant experience. Include the following positions:
31a	Corporate officer who has decision-making authority for this account;
31b	Corporate officer assigned responsibility for implementation;
31c	Account Executive;
31d	Claim manager for STD claims;
31e	Claim manager for LTD claims;
31f	Underwriting manager for group rates;
31g	Underwriting manager for approving evidence of insurability;
31h	Customer service manager;
31i	RFP/Sales contact person.
32	Provide the location (city and state) of each of the following:
32a	Home Office;
32b	Regional Office;
32c	Account Executive Office;
32d	Claim Processing Office;
31e	Underwriting Office;
32f	Customer Service Office.
33	At what level are individual claims reinsured? Provide the names of companies with which you have reinsurance agreements.
34	The State of Colorado is a member organization of the state retirement system, PERA. How many other PERA clients do you currently have on your Group disability policies?
35	Describe your process for coordinating claims and calculating benefit offsets between the State’s group disability plan and the Colorado PERA Disability program. What administrative efficiencies have you established to streamline this workflow?
36	Confirm that you agree to comply with all applicable Office of Information Technology requirements. http://www.oit.state.co.us/ois/policies.

If you do not agree to any policies discuss which policies and why.

37	Name three key attributes that distinguish your organization from your competitors.
	Technical Component
38	Will you match the benefits outlined in the Benefit Plan Summary to all members included in the attached Census? You must contact the point of contact for this RFP to inquire about access to the Census file.
39	Confirm that if you deviated from the plan designs described in the RFP any deviations have been clearly identified in the Proposed Benefits Section of the Financial Workbook.
40	Confirm coverage will be available to eligible employees as defined by the State.
41	How will you anticipate and proactively address any transition issues with the following:
41a	Eligibility
41b	Benefit administration
41c	Transition of existing claims with the State's current vendor (Unum). Additionally, how will you address existing FAMLI, workers' compensation, and PERA disability claims, with the understanding that FAMLI and PERA share minimal if any claim information with the State.
41d	Transition of claims from members on STD when the contract is executed who transition to LTD during the new contract period?
42	Offeror agrees disabled employees shall remain the responsibility of the prior carrier in the event of transition to a new carrier effective July 1, 2027.
43	The awarded Offeror will not begin to bill the State until July 1, 2027. However, implementation will begin immediately upon contract execution. Please confirm your understanding that there will be a period where you will perform work and not actively bill the State.
44	Do you agree to provide summary and claim line detail data for closed and open disability claims, including accumulator data at such time the State chooses to terminate (or not renew) a future contract?
44a	Do you agree to supply this information within 30 days of the termination date?
44b	Do you agree to supply this information at no additional charge to the State?
45	Provide the following statistics for the Offeror’s office responsible for claims administration.
45a	Claim processing accuracy percentage. (Number of claims processed correctly divided by the number of claims in the audit sample)
45b	Dollar accuracy. (Dollars paid correctly divided by total dollars paid in audit sample)
45c	Appeals turnaround. (Percentage of appeals processed within fourteen (14) calendar days)
46	Confirm Offeror agrees to provide not less than 180 days notice of its intent to terminate an individual's policy.
47	In the future, the State may add FML or ADAAA administration services. Briefly outline FML and ADAAA administration services your organization can provide and name the attachment "VendorName_FMLA". State confirmed when this document has been included.
48	Confirm your agreement that volume is established at initial the time an individual has been deemed eligible for disability benefits.
49	Confirm that no statement of health or medical evidence will be imposed upon the initial group of covered employees.
50	Confirm your agreement that all financial and claimant information will be kept confidential and will not be disclosed to any other party without the State's express approval.
51	Is a single case filing required with the Department of Insurance in order to match all of the current provisions? If yes, please detail the provisions requiring a filing.
52	The vendor agrees to assume claim fiduciary responsibilities, including appeals, under ERISA for claim adjudication and defense of claim decisions.
53	Confirm State and/or its designated representatives shall have the right of access to all State member STD and LTD files and records for examination and audit.
54	Would you agree to provide, at a minimum, quarterly premium and claim exhibits for the following:
54a	Name, Gender, DOB;
54b	Employer division;
54c	Occupation or job classification;
54d	Date of disability;
54e	Cause of disability / diagnosis / injury type;
54f	Base monthly salary at disability;
54g	Monthly benefit;
54h	Reserve amount;
54i	Date claim closed/benefits terminated.
55	Can the State or their designated Consultant access eligibility and reporting through a secure website?
56	Confirm you will provide the State personnel with access to weekly disability reports which are formatted alpha by subgroup (e.g. state agency, department, or division) which show the date of disability and the date of termination of benefits.
57	Describe your clinical approach to managing Behavioral Health/Mental Health disability. Do you have specialized psychiatric nurses, licensed clinical social workers, or psychiatrists on staff to review these specific claims?
58	Can you provide on demand reports that include payment history details such as offset types (e.g., WC, PERA, FAMLI) and amount?
	Short Term Disability
59	Colorado has Family and Medical Leave Insurance (FAMLI) coverage. Discuss your understanding of FAMLI and how it will interact with your plans.
60	Colorado State Employees have a PERA Disability program. Discuss your understanding of the PERA Disability program and how it will interact with your plans.
61	How will you calculate and communicate potential offsets due to FAMLI, PERA Disability, WC benefits? How will you track entitlement renewal for FAMLI during a claim?
61a	Since FAMLI and PERA share little to no information with the State, do you assume the full administrative burden of following up directly with the claimant to obtain proof of alternative awards? Or do you expect the State/Employer to facilitate this?
62	Review the State's existing Short Term Disability plans. Can you match or improve upon them?
63	How often will you verify the disability status of a claimant?
64	How do you verify if an individual qualifies for disability payments?
65	How will you determine an individual's eligible wages on which to base their benefit? What if their wages fluctuate?
66	How do you handle a case where the participant no longer meets the definition of disabled?
67	Describe your operational process for managing member transitions from Short-Term Disability (STD) to Long-Term Disability (LTD). Detail how your team coordinates PERA and FAMLI benefit offsets and tracks FAMLI entitlement renewals, given that neither program shares claim data with outside carriers.
68	What is the average number of calendar days to process a clean claim from date received to date of approval?
69	What percent of all claims submitted (regardless of information provided on claims) have been processed within 14 calendar days?
70	How will you assess disability duration and identify return-to-work opportunities.
71	Do you offer assistance (initial and appeal) in applying for Social Security benefits?
72	Do you offer assistance (initial and appeal) in applying for other coordinated wage replacement benefits such as FAMLI, WC, and PERA disability? Unpaid benefits such as FMLA? Custom employer paid/unpaid leaves?
73	How often and in what manner does your organization communicate with the disabled's physician?
74	Confirm offeror shall develop and design a Summary Plan Description. An electronic copy, suitable for posting on the State’s website must be available no later than April 1st of each year.
75	Offeror certifies that it will comply with the Department of Labor's final claims procedure regulations, including the appropriate timeframes for (a) adjudicating claims, and (b) notice of appeal decisions.
76	This RFP requests pricing for both fully-insured and Advice to Pay (ATP) Short-Term Disability (STD). While supplementing benefits with paid leave to reach 100% salary replacement is standard under an ATP structure, it introduces operational complexity when fully insured. What is your experience in guiding employers with fully-insured STD plans that allow employees to supplement disability benefits with paid leave up to 100% of pay?
77	In the future, the State may want to explore the option of transition to an Advice to Pay STD structure. Are you willing to discuss that with the State in the future?
	Long Term Disability
78	Colorado has Family and Medical Leave Insurance (FAMLI) coverage. Discuss your understanding of FAMLI and how it will interact with your plans.
79	Colorado State Employees have a PERA Disability program. Discuss your understanding of the PERA Disability program and how it will interact with your plans.
80	Currently, the State notifies employees when Evidence of Insurability (EOI) is required for Voluntary LTD. The employee submits a manual form to the carrier via email/mail/fax, and the carrier provides a weekly automated EOI status file to the State to update payroll deductions.
81	Confirm your ability to support this baseline manual EOI workflow.
82	Describe your employee-facing electronic EOI portal capabilities (e.g., online submission, real-time status tracking, automated reminders).
83	Detail your ability to establish direct automated file interfaces (EDI/API) with the State’s benefits administration vendor (currently Businessolver) for EOI triggers and decision updates.
84	Describe your ability to assist with determining PERA vesting status for application of correct LTD rate.
85	Briefly describe what steps you take to ensure compliance with sick pay reporting as required under IRC Section 6051(f).
86	On average, what percentage or number of disability claims or cases are referred to a physician for consultation and review?
87	Confirm that the pre-existing condition clause does not apply to those who are currently enrolled, actively-at-work on the proposed policy effective date, and have satisfied any previous pre-existing condition requirements of the prior policy.
88	Confirm you will meet with the State as needed to review the status of all ongoing claims?
89	Please answer the following in regard your Return To Work, and Rehabilitation programs:
89a	Do your programs target specific conditions, ages, etc.?
89b	If so, please explain briefly.
89c	Do you contract with independent medical and vocational rehabilitation vendors?
89d	If so, name any such vendor located in Colorado
89e	What is your success rate of rehabilitation, as a percent of all claimants in rehab programs?
90	Briefly describe the process as a claimant moves from “Own” to “Any” occupation requirement of total disability.
91	Briefly describe benefit payment options, as well as any other financial services that are available to the claimant.
92	What is the average length of time from initial filing of an LTD claim to actual processing of the claim and commencement of benefit payments?
93	How will your organization verify eligibility at the time of claim?
94	Once approved for disability benefits, how frequently is validation of continued disability required?
95	Briefly describe the process used to validate continued disability once approved.
96	Briefly describe your claim management process, and the types of personnel involved (e.g. nurse case managers, others).
96a	Describe the qualifications and experience of such personnel.
96b	Are all such personnel registered nurses?
96c	With whom do these personnel have contact (employee, employer, physician, etc.)?
97	What determines whether your (carrier’s) physician will review the attending physician's statement?
98	Indicate how you communicate new LTD claim approvals, and end of existing LTD claims, to the State.
99	Briefly describe your fraud prevention and detection procedures. State in your response that the State will be notified of potentially fraudulent situations.
100	What part does your company play in assisting LTD claimants to obtain Social Security disability benefit awards?
101	Do you pay out the unreduced benefit and then collect retroactively if another benefit such as Social Security disability, FAMLI, WC, or PERA disability is approved? Discuss how you coordinate payment and what you do to reconcile over or under payments from alternative sources.
102	Briefly describe your process and success rate in obtaining refunds of overpayments due to subsequent Social Security awards, when full LTD benefits have previously been paid without Social Security offsets (e.g. applicable to claimants who previously worked for an employer participating in Social Security.)
103	Briefly describe what steps you take to ensure that the claimant applies for all other income sources.
104	When would you prepare and present a final experience accounting?
105	Are costs associated with the Return To Work and Rehabilitation programs included in your quoted rates?
105a	If not, the cost to add these programs must be clearly indicated on RFP Cost Exhibit (bidders may add lines to the bottom of Cost Exhibits if necessary).
106	Confirm your agreement to calculate and update Voluntary LTD premiums according to the State’s schedule: primarily annually based on salary as of July 1 (with mid-year salary changes taking effect immediately), and annually on January 1 for designated employee groups.
107	Confirm your agreement that employees may cancel coverage at any time, with coverage terminating on the last day of the month in which the request is submitted.
108	Will your organization offer a one-time initial enrollment during Open Enrollment for voluntary LTD with no health questions required effective July 1st, 2027?
	Cost Component
109	Review the State's Performance Guarantee requirements and confirm your agreement to the operational terms below.

tc={CA163A34-96F1-40BF-8C29-6B4A3CFC8073}: [Threaded comment]

Your version of Excel allows you to read this threaded comment; however, any edits to it will get removed if the file is opened in a newer version of Excel. Learn more: https://go.microsoft.com/fwlink/?linkid=870924

Comment:

Am I missing the PG breakdown?

109a	Confirm that all performance standards shall be measured by the Contractor on an account-specific basis for the State of Colorado.
109b	Confirm that for each guaranteed metric, Contractor shall document and submit formal performance reports showing actual current period results, prior period results, and the benchmark standard.
109c	Confirm that State of Colorado reserves the right to request additional performance measurements annually, to be mutually agreed upon through a written contract amendment.
109d	Confirm that penalty assessments associated with failed performance guarantees shall be calculated within 90 days of the end of each contract year and refunded/collected annually as required.
109e	Confirm State of Colorado reserves the right to audit Contractor's performance records and standards, and that Contractor shall collaborate with state auditors and provide requested records at no additional cost.
109f	Confirm agreement that the Account Management Team will resolve DPA’s top three identified priority issues (documented in the official issues log) within 90 days of written notification. Confirm that for each unique issue remaining unresolved after 90 days, Contractor will return 1% of billed administrative service fees to DPA.
109g	Provide as an attachment your complete proposed Performance Guarantee schedule, including specific proposed metrics, target thresholds, and proposed financial penalty percentages (dollars at risk).
110	Confirm offeror's fully-insured cost proposals for STD and LTD must be based upon the plan designs described in this RFP. Any deviations must be clearly identified.
111	Confirm offeror shall accept a State wire transfer for all payments. All payments are made a minimum of one month, but no more than two months, in arrears without interest or late payment penalty.
112	Confirm offeror shall accept a monthly self-billed premium statement from the State for premiums due.
113	Confirm plan rates will be subject to adjustment only once per year and shall only change on the plan anniversary. Any proposed rate changes shall be submitted no later than January 1 prior to the July 1 effective date each year. All adjustments shall be accompanied by documentation.
114	Confirm offeror shall state the cost of implementation/set-up of the program separately.
115	Confirm the premium rates you have provided in the Financial Workbook, include the following (in addition to the cost of all normal claim-processing services):
115a	Electronic claim filing;
115b	Plan management, performance and periodic reports;
115c	Online administration site for State’s benefits staff;
115d	Toll-free telephone line for participants and State’s benefits staff;
115e	Communication materials;
115f	Claim administration;
115g	Customer service representatives;
115h	Underwriting services;
115i	Marketing services;
115j	Financial and process audits;
115k	Cost to mail benefit checks;
115l	Account management and training for State’s benefits staff.
116	Confirm Offeror shall provide cost estimates for any additional known costs not addressed in the RFP on the fee tabs.
117	How are the plans rated? Please specify between STD and LTD if there are differences.
118	Briefly describe your renewal methodology (e.g. Target Loss Ratio) for Group Disability policies. Please specify between STD and LTD if there are differences.
119	The State is requesting a rate guarantee of 5 years through June 30, 2032. Either state "Confirmed" or describe the rate guarantee and subsequent not-to-exceed caps for the remaining years, and how it is calculated according to the renewal methodology.
120	Vendor agrees to a +/- 25% change in lives or volume caveat.
121	For the first and each subsequent renewal year, what experience periods will be used to calculate the renewal, and how much credibility will be given to each experience period?
122	Indicate the percentage of premium that would be retained for incurred but unreported claims.
123	Briefly explain how you establish the reserve for claimants during the elimination period.
124	Does your company review ongoing claims and vary reserves from the tabular calculation, based on known claim circumstances? How often?
125	Upon your renewal development, do you anticipate or require any form of claims stabilization reserve?
125a	If yes, please explain rationale, and provide basis for determining the amount of reserve necessary.
126	What percentage of interest is paid or credited to the policyholder for the following reserves:
126a	Incurred but not reported?
126b	Disabled life reserve for open claims?
126c	Claim stabilization reserve, if applicable?
127	The State is requesting a communication credit to offset the expenditure of educating members and open enrolling them in benefits. What amount of credit are you willing to offer the State?
128	Vendor agrees to provide $30,000 in implementation support, most likely for implementation consulting fees, but also possibly file feed change fees.
129	The State may elect to have an independent consultant, on the State's behalf, conduct a quality review of the plan design to be loaded in the claims system(s) prior to implementation (or as soon thereafter as reasonably possible) and will test claims processing. As the selected carrier or administrator, you agree to pay the cost of this review, up to $40,000. You will provide all necessary support to enable the third party vendor, on behalf of State of CO, to review claims in a test environment that mirrors the plan information present in the "live" claims processing system. If this review cannot be supported remotely and requires an on-site review, you will be responsible for travel costs up to $5,000. All costs associated with this review shall not be included in State of Colorado retention fee.
130	Confirm no costs for implementation will be charged from the Offeror to the State beyond what is included in the premium rates.
131	Confirm the Offeror will absorb all travel expenses that will be charged in addition to the plan premium rates, for open enrollment and HR staff meetings for which a representative must be present.
132	The State is evaluating benefit administration platforms. If the State changes platforms during the 5 year term of this contract, will there be any additional costs for new interface files?
	Management Capability
133	Should your firm be awarded this RFP, how soon after notification (# of business days) of award would you be able to prepare the rough draft for the following:
133a	Certificate of Insurance;
133b	Plan Booklet.
134	Provide the name of the Account Manager who will serve the State's account with the contracting and initial implementation should you be selected as a result of this Request for Proposal.
135	Confirm the Account Manager will respond to phone calls or emails within 24 hours of receipt.
136	Confirm the Account Manager will respond to any legislative inquiries (fiscal notes) within 4 hours of receipt.
137	How many clients does the Account Manager currently support? Provide member counts for each.
138	Confirm that Account Manager will be physically present for meetings as needed by the State or as requested. (Note: the vast majority of meetings are virtual.)
139	What tools and procedures will you use to ensure correspondence is sent to or information is requested from the correct HR contacts at large employers with separate departments/units/locations?
140	How will you limit the ability to view cross-departmental information in your system and portal?
141	What is the minimum time for implementation needed to initiate the proposed benefits or scope of work?
142	Confirm you will attend the Open Enrollment meetings to review benefits and respond to questions.
143	Define your timelines and deadlines for Open Enrollment system updates due to plan changes or file format, new divisions or reporting criteria, manual work arounds, dates for last pre-Open Enrollment file updates.
144	The State is currently replacing its payroll system. Discuss timelines and deadlines for how you will adjust to the new system once it is implemented.
145	The State may update or change Benefits Administration System vendors (currently Business Solver). Discuss timelines and deadlines for how you will adjust to a new system.
146	Confirm your platform accepts automated electronic file feeds (EDI) from the State’s benefits administration vendor (currently Businessolver) as the primary mechanism for updating member eligibility, demographic changes, and addresses.
147	Confirm you will conduct agency benefit administrator open enrollment training meetings prior to the beginning of the annual open enrollment period. Attendance by agency benefit administrators is encouraged but is voluntary. Offeror shall provide service representatives to attend all of these meetings (may be virtual). Offeror shall be responsible for all costs for the Offeror’s service representatives.
148	Confirm Offeror will provide the State’s Employee Benefits Unit access to professionals within the Offeror’s organization to address technical questions and compliance issues.
149	Confirm Offeror provided references of three to five companies for which your company is currently providing Group Disability insurance and claim/administration services.
150	Confirm your willingness to maintain records for at least seven years.
151	Confirm that regulatory changes relevant to the State of Colorado's plan will be communicated on a timely and regular basis.
152	Confirm you will advise and assist the State in preparation of forms and other documentation necessary to fulfill reporting and disclosure requirements on the program.
153	Are the following value added services available & are they included in your pricing?:
153a	Grief Counseling;
153b	Financial Wellness;
153c	Will Prep;
153d	Funeral Concierge;
153e	Travel Assist;
153f	ID Theft;
153g	Child/Elder Care referrals;
153h	Work/Life phone support.
154	If value adds are outsourced to a third party please identify the organization providing these services.
155	Does your company have a minimum of ten (10) years of Group Disability insurance and claims administration experience?
	Customer Service
156	Confirm that for Members, you will provide a single, toll-free customer service telephone number is operational on normal business days between at least 8:00 AM and 6:00 PM in Mountain time zone for addressing claims payment, member services, and any appeals.
157	Detail your call center’s multilingual capabilities, including on-staff bilingual representatives (specifically Spanish) and real-time translation services (e.g., Language Line) available for non-English speaking callers.
158	Are the calls received "after hours" of operation handled by a service or voicemail system allowing participants to leave a message?
159	Does the customer service team offer a dedicated or designated team for the State?
160	Do you offer access assistance for the Hearing Impaired, 24 hour toll-free automated benefits, eligibility, and customer service via internet? Specify which.
161	Do you offer customer service representatives with multiple languages? Is so, what languages?
162	Confirm all customer service representatives are located in the continental United States of America.
163	Have you increased or decreased your staff counts by more than 5% in the last 24 months, specifically Customer Service or Claims Operations?
164	Of the services listed below, indicate those services that are available on your member website and/or mobile app:
164a	Check the status of their disability application;
164b	Check Claim Status;
164c	View Claim History;
164d	Upload documentation for a claim;
164e	Contact Customer Service;
164f	View Plan Benefit Documents.
165	Confirm the State reserves the right to review, request revisions to, and approve all employee-facing communication materials prior to distribution. Additionally, confirm that all digital and printable materials provided to the State or its members will fully comply with the Colorado Office of Information Technology (OIT) Accessible Documents Toolkit guidelines.
166	Can you create customized materials for the State - for example, for individual departments (vs the state as a whole), FAMLI offset, PERA coordination, etc.?
167	Briefly describe the communication channels your organization supports (e.g., mail, email, text, phone, etc.)?
168	Confirm your agreement that should the State hire a 3rd party agency to provide Open Enrollment services, that Offeror's organization will train/educate the enrollers, potentially in lieu of the Offeror attending open enrollment meetings.
169	Briefly describe the training program for customer service representatives (new & ongoing).
170	From a customer service perspective, in a few sentences, explain your claims filing process for STD.
171	From a customer service perspective, in a few sentences, explain your claims filing process for LTD
172	Briefly explain how you measure telephone responsiveness and how you track phone calls.
173	List your 2025 call abandonment rates.
174	List your 2025 call answering time.
175	Are all incoming calls logged, tracked, recorded?
176	Can your system monitor the number of calls “holding” for a customer service representative?
177	Can your claim representative and case managers schedule call times?
178	Confirm the account manager will maintain an outstanding issues log and advocate to resolution.

Am I missing the PG breakdown?

B-4 References - Confidential

	KEY ACCOUNTS AND REFERENCES
1.	Please provide four of your current employer client references of similar size to State of CO (preferably school district, state or local municipality).

If you do not include references you will lose points.

	a.	Reference #1
		Company Name
		Contact Person
		Title
		Phone Number
		Fax Number
		E-mail Address
		Network Name
		Network Plan Members Enrolled
	b.	Reference #2
		Company Name
		Contact Person
		Title
		Phone Number
		Fax Number
		E-mail Address
		Network Name
		Network Plan Members Enrolled
	c.	Reference #3
		Company Name
		Contact Person
		Title
		Phone Number
		Fax Number
		E-mail Address
		Network Name
		Network Plan Members Enrolled
	d.	Reference #4
		Company Name
		Contact Person
		Title
		Phone Number
		Fax Number
		E-mail Address
		Network Name
		Network Plan Members Enrolled
2.		Please provide three of your terminated employer client references of similar size to State of CO (preferably school district, state or local municipality).
	a.	Reference #1
		Company Name
		Contact Person
		Title
		Phone Number
		Fax Number
		E-mail Address
		Network Name
		Network Plan Members Enrolled
		Program Termination Date
	b.	Reference #2
		Company Name
		Contact Person
		Title
		Phone Number
		Fax Number
		E-mail Address
		Network Name
		Network Plan Members Enrolled
		Program Termination Date
	c.	Reference #3
		Company Name
		Contact Person
		Title
		Phone Number
		Fax Number
		E-mail Address
		Network Name
		Network Plan Members Enrolled
		Program Termination Date

File details come from the government source that posted it. Updated Sep 2, 2026.