Exhibit B - Offeror Questionnaire.xlsx
XLSX spreadsheet 72 KB Posted
- Attached to
- Short-Term and Long-Term Disability Benefits
- Solicitation number
- RFP AABA 2027000042 2
- Issued by
- Denver County, Denver City, Colorado
About this file
Summary
This is an Offeror Questionnaire document for a Colorado state contract opportunity related to Short-Term and Long-Term Disability Benefits. The questionnaire is designed to collect standardized information from potential offerors bidding on this contract. The document appears to be formatted as an Excel spreadsheet that requires offerors to provide responses to questions about their qualifications, experience, and capability to deliver disability benefits services to the state.
The questionnaire likely contains sections requesting information about the offeror's organizational structure, relevant experience with disability benefits administration, financial stability, staffing qualifications, service delivery capabilities, and compliance with state requirements. This tool serves as a preliminary evaluation mechanism to assess whether potential vendors meet baseline qualification criteria before full proposal evaluation. Offerors must complete and submit this questionnaire as part of their response to the procurement opportunity, with responses used to determine eligibility and competitiveness for the Short-Term and Long-Term Disability Benefits contract.
View the file
Other files
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
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 .