Cocoon 2.0

Claim experience

100

What is the product name for the California experience? 

"Claims copilot"

200

Will Cocoon be filing claims for private claims?

• Cocoon files private disability claims in full.
• Once employees complete and check their medical certification and employee section for correctness and return it to Cocoon, we will submit the claim in full.
• Cocoon will continue to complete the employer section of the claim on their behalf.

300

What is the experience like for states like NY and Hi where there are state programs but through private carriers?

• State claims experience:
  • The employee will be responsible for obtaining medical certification from their medical provider and Cocoon will file the claim
  • Cocoon is still filing the claim today because in NY and HI their state programs are administered through private carriers
• Private disability experience:
  • Like employees in other states who also have a private disability claim, the employee will be responsible for obtaining a medical certification from their medical provider and Cocoon will be filing the claim

400

What is the experience look like for employees in CA

- Cocoon has built a claims copilot that tells the employee exactly what to fill out where and pulls in data from the census to help answer questions quickly

-We’re beginning with California and building unique experiences in each state

-The goal is to have similar experiences for all states with paid programs but it’s important to note there will always be nuances between various state programs

500

What is the experience like for states that have paid family leave (non California

• One key difference between the experience for CA and other states: no copilot tool.
• We direct employees to each state’s website to file their claims, and surface a quick-reference guide with all crucial information they might need to fill out their claims.

Bonus: Highlight that all employees regardless of their state have a list of tasks in Cocoon with clear deadlines

Extra Bonus: As an employer, you will still be able to track the employee’s progress through their task list in the exact same way,

The switch

100

Will Cocoon file the employer section of claims?

Yes, Cocoon will complete the employer section of the claim on your behalf.

200

Will Cocoon be providing any discount to employers during this change?

• Yes, Cocoon will be waiving June’s invoice as a continued thank you to our partnership
• While we believe these changes will lead to a better employee and employer experience we know that a lot of work goes in from both the employee and employer side to understand how Cocoon work and ensure your internal resources are up to date. In good partnership, we’re waiving June’s invoice in recognition that change can take a little work and time to get used to

300

What language do we use externally and consistently to refer to the California experience vs the lite experience?

• "Claims copilot" = the external branded name for the *in-product guide -*available in the full Claims 2.0 experience
• "Quick-reference guide" = external branded name for the "cheat sheet" - available in the Claims 2.0 Lite experience

400

Which employees will be impacted?

• We recognize how sensitive taking leave can be so we are handling any changes with the utmost attention
• Here’s what you can expect: (exact timelines for each employer/batch can be found here)
  • You’ll get an email reminding you that the new experience will be turned on about ~ 1 week before
  • On the day the new experience is turned on:
    • Any net new leaves planned from that day forward will be on estimation and the new claims experience (note: CA experience is changed now, all other benefit states in July)
    • If an employee is out on leave or has taken part of their leave and is going out on another bonding leg, there will be no changes to their experience
    • If an employee is about to start their leave (less than 2 weeks away), their experience will not change because we know something can happen that will lead to the leave starting earlier and we do not want them rushing to learn anything new
    • If an employee is in draft or submitted and their leave is more than 2 weeks away, they’ll get a personalized email from our support team about the change
    • If an employee lives in a paid benefit state that is not yet turned on yet for our quick reference guide, they will receive an email in July. The same 2 week buffer will be applied at that time.

500

Why are we doing this shift?

TLDR:

• The industry is changing and does not want third parties to file, they want to work directly with the employee. Cocoon is staying ahead of theses changes to maximize your employees chance of receiving benefits

Highlight:

1. Cocoon as thought leader in space (evolving quickly with what we’re seeing on the grounds)
2. Why third parties can’t insert themselves in the middle
3. 1-2 concrete examples of changes we’ve seen with state programs (WA, CA, NY)

Misc.

100

Where to surface feedback if there’s an issue after launch

1. Fill out go/productfeedback
   1. Checks the box for “Is this product feedback related to Cocoon 2.0 MVP?”

200

Do we have timelines for other PDL states?

No this has not yet been mapped. Goal is by EOY but will not have more information for a few weeks

300

How to test out this new experience in QA

Going through the employee experience:

• You can create an employee leave here: https://qa-dashboard.meetcocoon.com/cocoon-self-serve-claims

Creating an employer account:

• All new ERs created in QA, we need to specify the "User assisted claims filing effective date" for 2.0 to be turned on for them

400

Why is the Forward pay change happening at the same time as they claim changes

• Over the last 6+ months we’ve noticed changes to the way the states have approved claims. Most recently we’ve seen a big uptick in claim denials as the state’s intention is to be a wage replacement and if they see wages from an employer they do not want an employee double paid.
• Note: This same problem would have come up with Advanced Pay. It’s the case with any “advancing of funds”

500

What happens if my employees do not file their claims?

• A big product shift that Cocoon is making with this roll out is better visibility for  employees and employers around what’s expected of them
• Previously Cocoon wanted to make things so light weight that after an employee had put in their dates we even had pages in our product that said “That’s it, no action needed”
• The learning with that is that we weren’t setting the right expectations. Employees will always have actions they need to take and it’s way more effective to educate them on those responsibilities before their leave begins
• Now, with our new product experience, your employee has significantly more education around what’s expected of them including a clear checklist of responsibilities and what needs to be done by when
  • For example: It doesn’t just say “file your claim” It tells your employee how many days they have to file it
• Further, we know life can get busy when you’re on leave so after educating an employee before their leave begins, we provide reminders via email multiple times as a deadline is approach
• As one more layer of protection, we heard feedback from our employers that they wanted more visibility into where an employee was at or where they were blocked. Your dashboard will now surface the same checklist and you’ll be able to track where your employee is at in the process and if they are at risk of missing a deadline
• As a final piece of our build, Cocoon is working on additional notifications to our employers when an employees claim is at risk