The Hartford at Work

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Frequently Asked Questions About This Site

General

  1. What is The Hartford at Work?

    The Hartford at Work provides you with electronic access to your claim information, including checking status, starting a claim, and setting up Direct Deposit. The Hartford at Work is available to employees receiving Disability and Life coverage from The Hartford through their employer.

  2. Do I Need Special Hardware or Software to Access The Hartford at Work?

    You'll need an internet connection, a computer with a compatible browser (Internet Explorer 6 or higher, or Firefox 3 or higher). You may need Adobe Acrobat Reader to view some files.
  3. Is my information secure?

    Yes. This site uses leading 128 bit Secure Socket Layer (SSL) technology to ensure that your personal information is secure. Read more about how The Hartford protects your information.

  4. Who do I contact when I need help?

    The Contact Us feature located on the top of each page of the site provides you with a toll-free number that you can call as well as E-mail and mailing addresses where you can send questions related to your benefits with This Hartford. You can also access Help from each page.

  5. How do I send comments or feedback about this site?

    To rate The Hartford at Work, use the Feedback link located in the top section of the screen, or send us feedback via Contact Us.

Personal Health Application

  1. What is Medical Underwriting?

    Medical underwriting is the area that evaluates an applicant's medical history to determine if they meet the necessary guidelines for those coverages that require evidence of good health. The Hartford's Medical Underwriting professionals make those assessments based on the Personal Health Application completed by the applicant and in some instances may request additional information, such as medical records or examinations to fully evaluate the request for coverage.

  2. I recently applied for coverage and filed a Personal Health Application. What happens next?

    Your application is reviewed by The Hartford's Medical Underwriting department. Go to Health Applications for details on the application process after you log in to the site.

  3. Are all applications for coverage assessed by Medical Underwriting?

    No. The Hartford only assesses certain applications. Most frequently:

    • If you apply for a level of coverage that is higher than the amount your employer's group plan guarantees.
    • If you apply for a higher level of insurance than the amount you currently have.
    • If you apply for coverage within 31 days of a "qualified change in family status" (such as: marriage, adoption, birth of a child, divorce).
    • If you apply for coverage outside of your date of hire eligibility period.
  4. My application for coverage was declined. Can this decision be appealed?

    Yes. If you feel you were denied in error, or you have additional medical information not previously submitted, you can send a letter to the address below requesting an appeal within 60 days of the date of the declination letter. Hartford Life Group Medical Underwriting P.O. Box 2999 Hartford, CT 06104- 2999 Appeals are processed by a Senior Underwriter within 30 days of receipt of the appeal request. The underwriter will review the entire file in addition to any new information received. Also, medical conditions not previously investigated may be considered.

  5. How do I check on the application for my spouse or child?

    When you sign in with your personal information, you will be shown information on all applicants under your Personal Health Application, such as your spouse or child.

Start a Claim

  1. Can I submit a Life or Accidental Death & Dismemberment claim online?

    No. You or your beneficiary should contact your Benefits Administrator for assistance in submitting a Life or Accidental Death and Dismemberment claim. You will also find instructions on how to file a claim in the Start a Claim section of the site.

  2. How do I start a Premium Waiver Claim?

    If you have become disabled, meet our eligibility requirements and are receiving Long-term Disability benefits, you may be eligible for Premium Waiver. Our Claims examiners will initiate your premium waiver claim for you at the appropriate time, if your plan has this benefit. If you have a Group Life policy only and your plan offers the premium waiver benefit, you will need to complete the Claim for Waiver of Premium/Claim for Total and Permanent Disability form found under the "Access Forms" section of the site. Please contact your Benefits Administrator if you have questions.

  3. Can I obtain a summary of all my coverages from The Hartford online?

    No. The site displays coverages offered by your employer but does not display your personal coverages at this time. Please contact your Benefits Administrator for those details.

  4. Why am I having trouble starting a Disability claim?

    If you have not logged in to the site, please be sure you are entering the right group policy number. Please contact your Benefits Administrator to get your Policy Number. You also may have received a wallet card with the Policy Number on it. Your employer must have selected the telephonic Intake option in order for you to file a Short-term Disability claim online.

  5. How long does it take to complete a Short-term Disability claim online?

    If this service is available to you and you have the following information on hand: group policy number, physician's name, address, and telephone number, date last worked and date of disability, it should take about 10 minutes or less to file your claim online.

  6. I just submitted a Short-term Disability claim online. What's next?

    Once you file a Short-term Disability claim online, we will begin to process your claim. A Claim Examiner will call you if we need any additional information from you. In addition, a letter will be mailed to you within 5-7 business days with a Claim ID number. You can use this ID to register on the site if you have not already registered using another form of ID, such as an Underwriting ID or SSN. You can check the status of your claim in the Check Status of Your Claim section.

  7. I already submitted a Short-Term Disability claim, do I also need to start a Leave of Absence?

    If you have already initiated a short-term disability claim and your leave of absence request is for the same reason, an Ability Analyst will initiate your Leave of Absence for you. However, if your leave of absence is unrelated to your short-term disability claim you will need to initiate a separate leave of absence.

  8. How do I start a Leave of Absence online?

    First you will need to register for the site using the Register Now link and entering your information exactly as it appears on documents from your employer (such as your paycheck). Once logged in you can initiate an absence by selecting Leave of Absence, then clicking the "Start an Absence" button. Please note that if you have already initiated a short-term disability claim for the same event, your absence will be initiated automatically. No further action on your part is required.

  9. I am currently out on a Short-term Disability Claim do I need to resubmit to transition to a Long-term Disability Claim?

    No. A Hartford Ability Analyst will reach out to you to transition your benefits to LTD.

  10. How long does it take to complete a Long-term Disability Claim online?

    Please be sure to have the following information on hand: group policy number, physician's information, and detailed information on how and when your disability occurred. The entire process should take about 20 minutes or less to file your claim online.

  11. I just submitted a Long-term Disability claim online. What's next?

    Once you file a Long-term disability claim online, the submission reflects your portion of the claim application. An Ability Analyst will be contacting you within 5 business days to discuss your claim in further detail. Please be sure to also:

    1. Complete the Authorization to Obtain and Disclose Information form and send it back to us as soon as possible to expedite our claim investigation.
    2. Bring the Attending Physician's Statement of Functionality to your physician(s) to fully complete the form and return to us as soon as possible.
  12. How do I file a Critical Illness Claim?

    Visit http://hartford.webtpa.com or call 1-866-547-4205.

Claim Status

  1. I submitted a Short-term Disability claim online two days ago. How do I check the status of my claim?

    Select the Check Status of Your Claim to view claim status details. This option is only available after you've logged in to the site. You will need to register with your Social Security Number if you haven't already done so. If you wish to register, but do not want to use your Social Security Number, you may use the claim identification number which will be mailed to you within 5-7 business days after filing a claim online. It is important to keep your Claim ID number in a safe place as neither the Customer Service office nor the Claim Customer Service office will have access to this number.

  2. Are there other options to allow me to check claim or check status?

    You can call the claim office number that was supplied to you at the time that you filed your claim. There is also an interactive voice response system available 24 hours a day and seven days a week and can provide you with limited claim information such as claim status and last payment date.

  3. How do I check the status of my Leave of Absence?

    Select the Leave of Absence link once logged into the site. Here you will have the ability to see the details for each absence event.

  4. I have lost my Claim ID and want to use it to register. How can I get a replacement Claim ID number?

    Contact our Customer Service Center at 1-877-778-1383. The customer service representative will generate a new letter which will be mailed to your home address.

  5. My Premium Waiver Status shows ASO/DBO Claim entered for tracking only. What does this mean?

    Your employer has chosen a type of life insurance disability benefit which is not tracked in the traditional way by The Hartford. Contact the Premium Waiver Claim Office directly to obtain information regarding your claim.

  6. My Premium Waiver Status shows Denied - Permanent Total Disability only. What does this mean?

    Your employer has chosen a type of life insurance disability benefit which is not tracked in the traditional way by The Hartford. Contact the Premium Waiver Claim Office directly to obtain information regarding your claim.

  7. My Critical Illness claim does not appear, where can I check the status?

    Contact your Benefits Administrator to request access to http://hartford.webtpa.com if you do not already have a login ID and password, or call 1-866-547-4205.

Registration / Privacy

  1. Why register for The Hartford at Work?

    Registering will allow you to access secure information about your account as well as create your own unique User ID and Password. Registered users can benefit from the following time-saving features:

    • Submit Disability claims online
    • Start and check status of Leave of Absence events
    • Check the status of your personal health application, claim and claim history
    • View and print commonly used forms - many of which can be filled out online
    • Set up Direct Deposit allowing you to have Long-Term Disability payments automatically deposited into your checking or savings account
    • Learn about news and benefits options
    • Use our interactive calculator to help determine possible coverage options
  2. I'm already a user of the site. Do I need to register?

    To access your account information online, you'll need to register.

  3. Can I immediately start using The Hartford At Work services once I register?

    Yes. Once you register, you can begin to use The Hartford At Work to manage your benefits right away.

  4. I'm having trouble registering. Why can't I register?

    There are a couple of reasons why you may not be able to register.

    • Some companies have elected not to use The Hartford At Work. Your company may be one of them. Check with your Benefits Administrator to determine if your company has elected access to The Hartford at Work.
    • Our system may not have your information on record if you filed a claim by telephone within the past 24 hours. Please try again in 24 hours.
    • If your employer has Leave of Absence services provided by The Hartford, please be sure you are entering your information exactly as it appears on documents from your employer (such as your paycheck). If you have confirmed it has been entered correctly, contact Customer Support at 1-877-778-1383 for further assistance.
  5. Do you share my personal information?

    We value your trust and are committed to the responsible management, use and protection or your personal information. The Hartford's Privacy Policy is available from each page of this site.

Leave of Absence

  1. Why is Leave of Absence unavailable?

    Leave of Absence functionality is unavailable on Sunday nights from 12:00 a.m. to 4:00 a.m. EST for scheduled weekly maintenance.

Login / Logout

  1. How do I login to the site?

    In the "Login" section on the front page, enter your User Name and Password, then select Login.

    You will not be able to access your account details on The Hartford at Work until you've registered for access.
    Register for access to The Hartford at Work.

  2. How do I logout of this site?

    To logout of your account, click "Logout" on the menu bar at the top of the page. If "Logout" does not appear on the menu bar, then you are not currently logged in to the site.

  3. Why can't I see my password when I type it?

    Your password appears masked as you type. This is to prevent others from reading the password over your shoulder as you type.

  4. What happens if I forget my User ID?

    Your user name can be retrieved via the Forgot Your User ID mechanism. Complete the requested personal information and answer a security question to access your forgotten User ID.

  5. What happens if I forget my password?

    Your forgotten password can be reset via the Forgot Your Password? mechanism.

  6. What if I forget to logout of the site?

    After 15 minutes of inactivity (movement from screen to screen), you'll be automatically logged out.

My Profile

  1. How can I change my password?

    You can change your password by selecting "My Profile" from the left navigation bar. Then select "Update Password", enter your new information and click "Submit" to process the change.

  2. How can I update my e-mail address?

    While logged into The Hartford at Work, you can change your E-mail address by selecting "My Profile" from the left navigation bar. Then select "Update E-Mail Address", enter your new information and click "Submit" to process the change.

Direct Deposit

  1. Where do I find my bank routing number?

    The first nine numbers from the left at the bottom of your check are your Bank Routing Number. This number is always nine digits.

    Bank Routing Number is located on the bottom left of your check.
  2. How do I change my Electronic Funds Transfer (EFT) request?

    After you've established an EFT account with The Hartford, you can make a change by completing another request form on-line. However, to become effective for that month, your request for a change must be received and processed no later than seven business days prior to the monthly EFT processing date. Otherwise, your change will become effective on the first business day of the following month.

  3. How do I stop my Electronic Funds Transfer (EFT) on my Long-term Disability benefit payments?

    To stop Direct Deposit, contact us at 1-877-778-1383 and follow up with a written request to:

    Benefit Management Services
    Atlanta Disability Claim Office
    PO BOX 1810
    Alpharetta, GA 30023-1810
  4. Where do I view the current bank information for my Electronic Funds Transfer (EFT)?

    Your current bank information is not available on the site at present. If you've already established an EFT account with The Hartford, you can make a change by completing another request form on-line or call your claim office found in Contact Us.

Forms

  1. What type of forms can I access?

    The forms in this section are for all group insurance coverages that are available through your employer from The Hartford. However, you may not be eligible for certain coverages. Contact your Benefits Administrator if you have questions.

  2. How do I view a form?

    The free Adobe Acrobat Reader software is required to view forms. You may need to download and install the most recent version. A link to download this free software is available in the "Access Forms" section.

  3. Can I complete the forms on-line?

    Most forms can be filled in on-line. These forms are called "interactive" and are identified with a computer mouse icon. Once you have completed the form, you will need to print it out and either fax or mail it to your claim office address provided.

  4. How do I know where to fax or mail a form?

    Instructions and mailing addresses are provided on the first page of all forms available on the site. The claim office mailing address is only available when the form is printed and is not displayed on the site.

  5. I'm having trouble viewing the form? I click on the form but nothing comes up and the screen is blank.

    Sometimes when Acrobat Reader or Acrobat loads a PDF file, a message will display "Done" but the screen remains blank. The most common reasons for this problem are: older browser versions, older versions of Adobe Acrobat or pop up blockers. To fix the problem, you can update your browser and/or Adobe Acrobat software or press the "Ctrl" key and click the PDF link if you have a pop up blocker.

Disclaimer: www.TheHartfordAtWork.com is a product of The Hartford Financial Services Group, Inc. For more detailed information, access our "Legal" and "Privacy" policies, located at the bottom of every page.