Less Can Be More: Things to Remember When Talking To Your LTD Case Manager

People on LTD in Ontario are sometimes surprised to discover how much ongoing communication is required with their insurer. It’s important to understand why this communication is expected and how to best approach it. In the next two posts, we’ll share some important things to keep in mind about what, how, and when you communicate with your disability insurer.

Above all, you should remember that your insurer’s primary interest isn’t exactly for you to get better; it’s for you to return to work so that they can stop paying your benefits. So while your case manager may seem friendly and supportive, don’t forget what their main goal is. It’s their job to watch for indications that you’re getting better and closer to being able to return to work. What you tell the insurer really matters.

With all that in mind, here are some pointers:

Tell the truth

This might seem obvious, but it is very important to describe what’s happening with your health accurately, without exaggerating or downplaying.

Are your symptoms changing? Increasing? Give examples and specifics of what’s happening, but try not to generalize. It’s normal to have good days and bad days. It can be helpful to describe what life is like on a bad day, but try not to give the impression that every day is that bad if it’s not. This is easier said than done, but try your best.

Be polite & respectful

It’s hard to do that when you are frustrated and not feeling well, but it will go a long way in creating a good working relationship. That said, your case manager is not your friend, no matter how empathetic they may seem. If you need to vent, turn to another trusted person who’s a good listener.

Remember that less is more

Try to just answer the question, without bringing in additional information you weren’t asked for.

Be aware of contradictions

The insurer will seize on contradictory information as proof that you’re being untruthful about your condition, so don’t give it to them! Remember too, they’re not just going on what you tell them. They’re in contact with your doctors, and they are also keeping an eye on your social media, and possibly doing other surveillance.

If you’re in a return to work program, the case manager is keeping in touch with your employer too. So bear in mind that they’ll be comparing what you say you can do at work, versus what you say you can do at home.

The ideas above describe what you should communicate to the insurer. In our next post, we’ll share tips for how and when you should be communicating.