Case Study: Unum Group achieves 24/7 claimant self-service and improved customer satisfaction with Teradata

Enhancing Service to Customers at Unum Group

Unum Group, a leading provider of employee benefit protection serving about 25 million people through 170,000 employers, faced a fragmented IT landscape after many mergers: dozens of legacy claims systems, inconsistent data sources, and high call‑center volumes handling routine status questions (each call costing roughly $4). Executives wanted better operational efficiency and a modern customer experience that would let claimants get simple answers and self‑serve 24/7 without tying up representatives.

Unum built the Claimant Self Service (CSS) program using a Teradata enterprise data warehouse, an ELT approach with Informatica, and a service‑oriented architecture that exposed data to both IVR and a customer web portal. A purpose‑built claims data mart with nightly reloads and hourly updates let claimants view status, submit documents and messages, and update contact info while workflows routed verifications to reps. The result: always‑on service, tens of thousands of web logins (about 60,000 in one month), a steady decline in call volumes over time, reallocation of dozens of call‑center staff, and reuse of the platform for analytics like fraud detection and sales reporting.

Unum Group

Robert Hatch

Project Manager