"Dave was outstanding!!! He was so incredible by helping me deal with a STD claim that had an error on the insurer’s end. He walked me through all the steps and everything he was doing. He was truly caring, thorough and very very patient!"
Troy reached out to Overalls for help when he discovered that his short-term disability claim with had been unexpectedly closed after only one payout. Despite multiple attempts, Troy was unable to reach his claims specialist for clarification and needed advocacy to understand what had gone wrong and to pursue an extension.
LifeConcierge Dave stepped in immediately, contacting MetLife on Troy's behalf. He navigated the automated system, investigated the cause of the claim closure, and learned that his insurance had determined the claim had reached the maximum benefit period. However, Troy informed Dave that, based on his district's plan, the maximum benefit was not the shorter period his insurance applied.
Recognizing the discrepancy, Dave continued pressing for answers. He coordinated with a unit manager, who was supposed to follow up with Troy. When Troy didn’t receive a call, Dave persisted—reaching out again and ensuring a callback was rescheduled. Troy finally received confirmation from his insurance that the claim had been mistakenly closed due to an internal error and that it was being reopened.
