Dearborn life and disability business conversion to Symetra
On October 1, 2025, Dearborn signed a definitive agreement to transfer its group life and disability business to Symetra Life Insurance Company through a reinsurance transaction. Work is now underway to move Dearborn policyholders over to Symetra. Because of the detailed steps needed to make the conversion process as seamless as possible, we are converting groups over to Symetra in waves, with all policyholders expected to be on Symetra policies by the end of 2027.
Dearborn policyholders and their assigned broker or consultant will receive an email approximately 90 days before their conversion outlining important steps required ahead of their Symetra effective date. If you receive a conversion notification, please review it carefully so you know what actions you need to take now and what to expect next.
Our goal: A smooth conversion with little to no disruption to your business or employees
Coverage, plan design, rates, renewal dates, eligibility rules and other core policy provisions will remain substantially the same throughout your transition to Symetra.
Before conversion
Watch for emails from Symetra letting you know your plan is beginning the conversion process. Once you receive your notification:
- Review the information we send you.
- Complete and return any required paperwork.
After conversion
On the new Symetra effective date, a welcome email will be sent with next steps to help groups get started.
Claims processing during the conversion
We're committed to ensuring a seamless claims experience throughout the conversion. The scenarios below show how common claim types will be administered before and after policy conversion, including when claims remain with Dearborn and when they transition to Symetra.
Life claims
Scenario:
- Beneficiary has active life claim with Dearborn at the time of conversion.
Life claims that are substantially complete and capable of being finalized within approximately the first month following conversion are generally expected to remain in Dearborn's administration process. Claims requiring additional review may be transitioned to Symetra for administration.
Outcome:
- Most active claims will be closed out in Dearborn systems.
- New claims submitted after conversion will be initiated and administered by Symetra.
Waiver-of-premium claims
Scenario:
- Employee has active waiver-of-premium claim with Dearborn at the time of conversion.
Outcome:
- Administration of active waiver-of-premium claims will transfer to Symetra at policy conversion.
- New claims submitted after conversion are initiated and administered by Symetra.
Short-term disability claims
Scenario:
- Employee has active short-term disability claim at the time of conversion.
- Short-term disability runs out shortly after conversion.
- Employee later files a long-term disability claim or new short-term disability claim.
Outcome:
- The short-term disability claim closes on Dearborn paper and systems.
- The new long-term disability claim is initiated and administered by Symetra.
Active long-term disability claims
Scenario:
- Employee has active long-term disability claim with Dearborn at the time of conversion.
- Employee later confirms a new claim event.
Outcome:
- Administrative responsibility for the active long-term disability claim transfers to Symetra at policy conversion.
- Any new claim is initiated and administered by Symetra.
* Claims submitted before the conversion date will continue to be processed in the Dearborn system. However, claims with a future date of loss/disability will be processed in the Symetra platform.
**Claims submitted after the conversion date with a date of loss/disability prior to conversion will be processed in the Dearborn system.
FAQ
Find answers to common questions about the conversion from Dearborn to Symetra. Whether you're a policyholder or a broker, these FAQs provide information about what to expect, key timelines, and available support throughout the conversion process.
Acquisition
Which Dearborn business has Symetra acquired?
Symetra has acquired Dearborn’s life and disability (LAD) business from Health Care Service Corporation (HCSC), which includes group and individual life, accidental death and dismemberment (AD&D), and group short- and long-term disability. This arrangement also includes a multi-year agreement through which Symetra's group life and disability products will be available to HCSC healthcare policyholders.
Communications
Will policyholders receive new benefit summaries/rate grids?
Yes. Where appropriate, Symetra will provide new benefit summaries.
Product
Will there be changes to the terms, benefits or premiums of my current plan?
Subject to a policyholder’s requests, we do not anticipate substantive changes to core benefits, key contract provisions or premium rates as part of the conversion. However, some variations may be necessary to comply with applicable state insurance requirements. Premiums will continue to be evaluated through the normal renewal process and may change based on the terms of the coverage and applicable underwriting and rating considerations.
Will this expand our access to new products, services or technologies?
The conversion itself will not immediately change the products, services or technologies currently available. Over time, policyholders may gain access to additional Symetra offerings and capabilities as they become available and are offered in their marketplaces.
Discounts and compensation
How will the conversion to Symetra systems affect existing medical discounts?
The conversion to Symetra-issued policies will not affect any medical discounts currently in place. For any business written with Dearborn prior to October 1, 2025, the medical discount will be extended through the end of the first renewal that is initiated by the client and Symetra. For Dearborn-issued policies with effective dates from October 1, 2025, through January 1, 2026, the medical discount will remain in place through the end of the initial rate guarantee period.
Enrollment
Will Symetra offer open enrollments at the next policy anniversary?
Open enrollments will not be offered proactively. Any open enrollment or modified open enrollment offerings will be reviewed by underwriting upon request.
What will the evidence of insurance (EOI) process look like once the plans convert to Symetra systems?
Symetra's EOI process involves online applications submitted through a convenient, secure site. Applicants will be provided with a link where they will be able to input their coverage information and complete the EOI application. All decisions will be communicated to applicants through email. If policyholders have SSO for EOI application submissions, we will continue to support the EOI SSO connections.
Billing
How will billing, premium payment and autopay change after conversion?
The billing process will remain largely the same, with minimal changes. Billing statements will feature a new layout and Symetra branding, but will continue to include the same key information they do today. Billing statements will be available on Symetra's portal and delivery preferences will remain the same. Policyholders can continue submitting premiums by mail or online.
Note: To continue autopay after conversion, banking and autopay information will need to be reauthorized through the Symetra portal after conversion.
Can policyholders change their billing method at the time of conversion?
Due to administrative limitations, the billing method cannot be changed at the time of conversion. However, upon renewal, policyholders can consult with their Symetra service contact to explore other billing options.
When will the first bill be received following the conversion to Symetra systems?
Policyholders should receive their first Symetra billing statement within 30 days of conversion to Symetra systems. They will be notified via email when their billing statement is available in the Symetra portal.
How does conversion affect the current rate guarantee?
Your current rate guarantee remains in place. There are no changes to your premium rates or the terms of your existing policy.
Claims
How will members be informed of any changes to their claims process?
After conversion, Symetra will send a letter to the claimant/beneficiaries for any active claims explaining the effect of conversion on the claim. We will also provide resources for any questions and/or issues, including contact information for Symetra's Policyholder Service Center and Claims.
How do employees obtain claim forms once their employer converts to Symetra systems?
For short-term disability, claim forms will be available in the existing portal through October 1, 2027.
For all other benefits/claims—and any STD claims beyond the above date—claim forms will be available on Symetra's portal, along with contact information for Symetra's Policyholder Service Center and Claims.
How will active LTD, STD, life and waiver-of-premium claims be handled once the conversion occurs?
Active long-term disability (LTD), life, and waiver of premium (WOP) claims will move to Symetra's new platform and continue to be administered with the same standard of care claimants and beneficiaries experience today.
Short-term disability (STD) claims will remain on the current platform through claim completion—targeted for October 1, 2027—ensuring uninterrupted support for those claimants.
Will claims integration with ComPsych continue after the LTD or STD claim is transitioned to Symetra?
Yes. Any legacy clients who currently have FMLASource (rebranded as AbsenceResources) integration will continue to have that integration after being converted to Symetra paper. Conversions of these policyholders to Symetra will not take place until the FMLASource integrations have been built into the Symetra ecosystem. The integration framework is expected to be completed by mid-2027.
Will active claims be affected, and will claimants need to change how they submit claims?
The impact to active claims is dependent on the product type. In all cases, no immediate action is required from the policyholder, claimant, beneficiary or insured for claims that are already in active/open status.
Long-term disability (LTD) and waiver-of-premium (WOP) claims: Active claims will be transferred to Symetra's claims platform. Claimants with ongoing questions or communication needs will be proactively provided with updated contact information so they can continue working directly with their case manager.
Short-term disability (STD) claims: Active claims will continue to be managed in the existing claims system. There will be no changes to the claims process or contact information for these claims.
Life claims: Active life claims will generally continue to be administered in the existing claims system. However, if outstanding documentation remains more than 30 days after the conversion date, the claim may be transferred to Symetra's claims platform. If this occurs, claimants and beneficiaries will be proactively notified and provided with the appropriate contact information.
For new claims submitted after the conversion date, claimants should use the updated contact information and submission instructions provided in the conversion notice sent to the policyholder.
Will service levels or claims-handling timelines change?
Our goal is to maintain consistent service and claims performance throughout the conversion. Our teams, systems and day-to-day operations continue without interruption. We are focused on delivering reliable, responsive policyholder experiences and will continue to monitor service performance to ensure consistency as we move forward.
Will claimants need additional documentation during conversion?
In general, no. If additional information is required for a specific situation, any required action will be communicated proactively.
Account management
What is your account management approach for groups with less than 100 members? Previously, an account executive and an account management team were assigned for all business over 50 members.
For groups with fewer than 100 members, we provide a service model that combines a self-service employer portal with support from our Account Services team. The employer portal allows policyholders to complete many common administrative tasks online at their convenience, while the Account Services team is available to assist with more complex requests. Together, this approach provides responsive service tailored to the needs of smaller groups while maintaining access to knowledgeable representatives.
Technology
When will policyholders and brokers have access to Symetra's portal, and what features will be available?
The primary policyholder contact will receive an email inviting them to register for the Symetra portal shortly after the conversion is complete. Additional policyholder users can request portal access by contacting their account manager or calling 1-844-671-6810.
Should a policyholder request that their broker/GA have access to the Symetra portal, brokers/GAs will need to complete a Joint Client Services Agreement (JCSA) prior to being granted access to the portal on behalf of a policyholder.
Self-service capabilities include enrolling in invoice notifications, viewing billing statements, paying invoices via ACH, setting up recurring automatic payments,* managing member enrollment (including adding, updating, and terminating employees)*, submitting bulk salary updates,* using a premium calculator,** viewing evidence of insurability status, submitting claims and supporting documentation, tracking claim status, accessing enrollment* and claims reports, reviewing contract documents, viewing and requesting custom Schedule A/5500 letters, accessing forms, and more. Additional features and enhancements will be released over the next 18 months.
*Available for list-billed policyholders only.
**Available for self-administered billed policyholders only.
What will happen to policyholders who currently have file feeds with a human resources information system (HRIS)/benefits administration vendor system?
We are working closely with HRIS and benefits administration vendors to create and execute conversion plans that support a seamless migration of existing file feeds with little to no impact on policyholders.
If the policyholder does not already have a file feed in place, will they be able to set one up post-conversion?
We will evaluate and implement a file feed post-conversion if it provides efficiency.
What is the cost to policyholders to convert their feeds to Symetra systems?
There is no cost to the policyholder to convert their feeds to Symetra.
What are the size requirements for electronic data interchange (EDI) feeds for policyholders that are migrating to Symetra systems?
For policyholders with active EDI feeds, Symetra will migrate those feeds as part of the conversion process, regardless of group size.
Will EDI feeds convert to Symetra automatically?
No action is needed at this time. Policyholders should continue sending file feeds as they always have. Existing EDI integrations (including ADP) will be reviewed and converted during implementation, with Symetra working directly with vendors to minimize any required action. If any action is needed, it will be communicated proactively during conversion readiness planning.
Contacts and support
If the policyholder has a Dearborn policy, who should the policyholder contact for general assistance?
Your existing contacts are now part of the Symetra team and can answer questions related to your policy. Or for general questions, please call 800-426-7784 or email symconversionapp@symetra.com.
Who should the policyholder contact if they have questions about the conversion process?
Please reach out to your existing service and support contacts or send an email to symconversionapp@symetra.com.
Communications
When and how will my clients and I be notified that they are scheduled to convert to Symetra systems?
You'll receive an email a minimum of 75 days in advance of your clients' respective conversion dates.
Approximately two to five days after your notification, policyholders scheduled for conversion will receive their first email notification. A few days later, they'll receive another email from Symetra via Docusign with the subject line, “Action Required: Symetra Conversion Paperwork.” We’ll ask them to complete all required fields and sign the documents within two weeks of receipt.
Once signed, you will receive a Docusign email prompting you to complete and sign your part of the paperwork.
Following a successful conversion to Symetra systems, Symetra will send your clients, a “Welcome to Symetra” email.
Reminders will be sent at the 60-day and 30-day mark if the paperwork is not received.
Do I need to notify my clients about the conversion process?
Symetra will send the first email notification a minimum of 75 days in advance of your clients’ respective conversion dates. We encourage you to follow up with your client to ensure they received the email.
Conversion
Do I need a new broker agreement?
Yes. If you don't currently have a Symetra Sales Agreement and an 8-digit Symetra Agent ID, a Docusign email from our conversion team will be sent to you to complete the appropriate paperwork. After you sign the paperwork, you'll receive a copy of the broker's agreement along with your Symetra Agent ID.
If Symetra does not receive a signed sales agreement by August 1, 2026, we'll send a certified letter to your address on file as notification that your action is required. If we don't receive a response, you may not receive commissions on your book of business in the future. Please contact Symetra to prevent any gaps in commissions.
Do I need to be reappointed with Symetra if not already?
Yes. For the purpose of solicitation, the appointment process is handled between Symetra and your state insurance department.
If you’re currently receiving first-year commissions from Dearborn, Symetra will automatically process an appointment with your resident state insurance department.
If you’re not receiving first-year commissions, Symetra will process your state appointment when you begin submitting new business.
Will I keep servicing rights for my clients?
Yes. You will maintain servicing rights unless agreed upon otherwise, subject to applicable Symetra agreements, appointment requirements and licensing requirements.
Quoting
What is the typical quoting timeline?
Symetra's standard turnaround time for policyholders with 51+ members is five to 10 business days, depending on the complexity and size of the group. Smaller groups under 500 members are typically quoted within five business days. Larger groups can take up to 10+ business days from receipt of required information, depending on the complexity and products being offered.
What will happen to my client's supplemental health and vision if it is with Dearborn?
Any supplemental health or vision coverage in force with Dearborn will remain in force with Dearborn.
Product
Are product offerings changing?
The core life and disability products and plan designs available to converting policyholders will remain substantially the same as their current coverage. We do not anticipate substantive changes as part of the conversion.
For new business, life and disability products and plan designs will continue to be determined by Symetra’s product portfolio, underwriting guidelines and applicable state requirements.
Discounts and compensation
Will my commission structure change?
No. Existing commissions remain the same for all policies in force. New business will follow Symetra’s commission schedule.
Technology
Will I need a new login for the Symetra portal?
Yes. Once appointed, you can register for Symetra’s portal, which provides access to commission statements.
Symetra will provide registration instructions and any needed training via email after you complete the simplified contracting process.
Note: Brokers requesting claims-level access on behalf of a customer/policyholder will need a signed Joint Client Services Agreement (JCSA).
Will business continue to be issued on Dearborn paper during conversion?
Yes. Certain business (e.g., add lines for in-force business) will continue to be on Dearborn paper during the phased conversion.
Will current sales workflows change immediately?
No. Current quoting and enrollment workflows will continue during conversion.
Contacts and support
Who do I contact for help or questions about client conversions to Symetra?
We want to ensure the conversion process is as seamless as possible for you and your clients. If you have questions, email us at symetraconversion@symetra.com and we will get back to you with answers as quickly as possible.
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