COVID-19

Frequently Asked Questions

Franklin Madison’s top priority is the safety and well-being of our team members, clients, and policyholders. Here are some answers to frequently asked questions:

Answers for Policyholders:

What if I cannot pay my premium this month?

Franklin Madison has implemented a 60 day moratorium for all insureds, meaning we will not cancel insurance coverage due to non-payment of premium through May 31, 2020 (with possible extensions).  During this time insureds are liable for any unpaid premium for the time period that coverage was in force, and no premium will be waived.  We are just extending the grace period for payment of premium.

How can I make a payment if I am sheltering in place?

Automatic payments will continue as usual. If you are not set up for automatic payments, please mail your payment to:

Franklin Madison Group

Attention: Plan Administrator

PO Box 40606

Nashville, TN 37204-0606

What hours are you open?

Our call center is open 9:00 am – 6:00 pm eastern (Monday – Friday). Policyholders can reach out at any time for assistance by emailing help@myonlineservicing.com.

What is the best way for me to file a claim?

Please email: help@myonlineservicing.com.

Will my insurance plan be impacted by COVID-19?

 No, there is no change to your existing insurance plan due to COVID-19.

What Franklin Madison insurance products cover COVID-19 related illness?

The Recuperative Care product covers hospitalization due to sickness. This would include hospitalization due to coronavirus as long as none of the exclusions in the policy apply.

Each claim is thoroughly evaluated to determine if a benefit is payable according to the terms of the policy. Exclusions vary by state.

Answers for Franklin Madison clients:

How is Franklin Madison responding to the COVID-19 pandemic for its clients?

Franklin Madison is doing everything we can to provide uninterrupted services to our clients and policyholders during this unprecedented time.  Franklin Madison has taken several proactive actions to ensure we continue to deliver servicing for our clients and insureds, including the following:

  • Policyholder claims calls will continue to be prioritized and routed appropriately.
  • We’ve expanded our servicing team to assist in responding to and triaging these requests in a timely manner.
  • We’ve implemented workplace distancing for our critical staff that must work in the office to maintain their health and well-being.
  • We’ve created a COVID-19 response team that meets three times per week to proactively respond and address any new information or changes.

How will policyholders be impacted?

Our insurance policies are not changing and our commitment to servicing the insureds for their policy needs will continue to be at the forefront for us.  We have opened expanded servicing options for policyholders including a special email servicing inbox at help@myonlineservicing.com.

Our policyholder claims agents and executive response teams are fully functional and working virtually to ensure their safety and continuity of service.

Please know that servicing our insureds and protecting their personal information has always been and continues to be our top priority.

Is Franklin Madison putting any provisions in place for policyholders?

Franklin Madison has implemented a 60 day moratorium for all insureds, meaning we will not cancel insurance coverage due to non-payment of premium through May 31, 2020 (with possible extensions).  During this time insureds are liable for any unpaid premium for the time period that coverage was in force, and no premium will be waived.  We are just extending the grace period for payment of premium.

If an insured has a question about their policy and/or benefits, where should I direct them?

Please direct them to help@myonlineservicing.com or 800-252-2148.

How is Franklin Madison responding to the COVID-19 pandemic for its employees?

 Franklin Madison has taken the following steps:

  • Regular meetings and communications to keep team members up-to-date
  • Restricting visitors to our corporate offices
  • Restricting business travel
  • Hospital-grade cleaning on a regular basis for our corporate offices
  • Social distancing encouraged for all employees both at work and at home
  • Work-from-home policy in effect for all eligible team members until April 30, 2020, at the earliest

To what extent will further quarantines/shelter in place scenarios affect your ability to deliver services?

Franklin Madison is currently abiding by all federal, state and local requirements and recommendations. All team members other than certain critical functions are working from home. Franklin Madison is continuing to provide its services at the same high standards. We expect that Franklin Madison will continue to be considered an essential business.

What active steps is Franklin Madison taking now to mitigate any potential interruptions in service if this were to get worse?

By working remotely, the risk of potential interruptions to service is minimized.

What steps has Franklin Madison taken to monitor the operations of any critical suppliers and vendors?

Franklin Madison is closely monitoring the status of all critical vendors daily.  At this time, no service interruptions are expected.

What Franklin Madison insurance products cover COVID-19 related illness?

The Recuperative Care product covers hospitalization due to sickness. This would include hospitalization due to coronavirus as long as none of the exclusions in the policy apply.

Each claim is thoroughly evaluated to determine if a benefit is payable according to the terms of the policy. Exclusions vary by state.

How can I get updates on COVID-19 from Franklin Madison?

Franklin Madison will advise you of any important service notifications via your standard account contacts and communication channels. If you have any questions or concerns regarding COVID-19, they should be channeled through your existing account support teams that you use for all routine business communications.