Policy_Document_-_LTD_A_Performance_Guarantee.pdf

This is a Performance Guarantee Policy Document issued by Standard Insurance Company for the County of Dane in Wisconsin regarding Long Term Disability (LTD) insurance services. The document outlines Standard Insurance Company's commitment to meeting overall service expectations under Group Policy Number 163054-A, effective May 1, 2017. The guarantee covers a comprehensive range of services including claims management, handling of urgent situations, billing and plan revisions, plan implementation, employee plan document management, plan administration, and tax reporting. The performance guarantee is applicable during the initial rate guarantee period specified in the group policy.

Standard Insurance Company offers a 5% refund of quarterly expenses charged to the County's account for administration and claims payment in any quarter where service expectations are not met. The County may submit a written request detailing dissatisfaction during any quarter to request a refund, and Standard will conduct annual surveys to assess satisfaction levels. The guarantee is limited to one refund per quarter, and claim decisions remain subject to the plan's terms with approval or denial determinations excluded from the performance guarantee. Standard reserves the right to modify the terms or terminate the guarantee at its sole discretion following the initial rate guarantee period.