Frequently Asked Questions

Customer Service

How to Contact our office:

Fax number: 1-800-235-4782

Mailing address:
Customer Service
4333 Edgewood Rd NE
Cedar Rapids, IA 52499
Phone number: 1-800-238-4302

E-Mail: You may contact us  for any account related inquires.
**Please remember to include the policy number on your correspondence.

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How can I update my address?

The policyowner may call Customer Service or complete the Address Change form and submit the completed form to Customer Service.

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What is a Beneficiary?

Definition: The person(s) or organization(s) designated by the policyowner to receive the death benefit upon the death of the insured.

  • Primary beneficiary – The primary beneficiary generally has first rights to the death benefit.
  • Contingent beneficiary – The contingent beneficiary is entitled to receive the death benefit when the primary beneficiary predeceases the insured.

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How do I change a beneficiary?

The beneficiary designation is updated by the policyowner completing and submitting a signed Beneficiary Change form by fax or mail. Once the information is updated at our office, a confirmation letter will be sent to the policyowner.

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What is a Cash Surrender Value?

In a life insurance policy, the Cash Surrender Value is amount of money, after adjustment for factors such as policy loans or late premiums. The Cash Surrender Value is the amount the policyowner will receive if coverage is canceled and surrendered. Cash values are a feature of most types of permanent life insurance, such as whole life and universal life.

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How do I take a loan on my policy?

A policyowner may borrow against the policy cash value less any outstanding loans, loan interest due and premium payments made in the 20 days. Loan interest is due annually and billed on the policy anniversary date.

If the loan interest due is not paid, the interest will capitalize and the amount will be added to the outstanding loan balance.

A policy loan can be repaid at any time. However, if at any time, the outstanding loan amount exceeds the policy's cash value, the policy will lapse.

If the policy is in force and there is an outstanding loan balance at the time of the death of the insured, the loan balance will be deducted from the policy's death benefit proceeds paid to the beneficiary.

To request a loan you can call our Customer Service Dept. or complete the Loan Request/Repayment form and submit the completed form to Customer Service.

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I have changed my name, how do I update this information?

The policyowner submits a completed and signed Name Change form to our office by fax or mail to update the information.

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How do I change the ownership?

An Ownership Change form completed and signed by the owner can be submitted to Customer Service by fax or mail. The person being named as the new owner will also need to complete and sign a section of the form.

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What are the options for paying premium?

There are 2 options available for premium payments, they are:

  • Direct Notice billing available on a quarterly, semi-annual or annual basis.
  • Pre-Authorized Payment Plan on a monthly, quarterly, semi-annual or annual basis.

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What is a Pre-Authorized Payment Plan (Check-o-Matic/PAC/COM)?

Pre-Authorized Payment Plan is the withdrawal of premium payment on a designated date. To have the premium withdrawn from a checking or savings account, the Pre-Authorized Payment Plan form needs to be completed and submitted to Customer Service. All policies to be included on the deduction need to be listed on the form. A void check or deposit slip from the bank will need to be included with the form.

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I am changing banks/changing payment method. How do I stop the Pre-Authorized Payment Plan deduction from my bank account?

Contact  the Customer Service Department 10 business days prior to the date of the deduction.

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How do I change my banking information for the Pre-Authorized Payment Plan?

  • At the same bank: Call our office with the new information and fax or send to our office with a void check or deposit slip from the new account.
  • At a new bank: Complete the Pre-Authorized Payment Plan form and fax or send to our office with a void check or deposit slip from the new account.

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May I skip or reduce my premium payment?

Please contact  the Customer Service Department to discuss your premium options.

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What is minimum premium?

Minimum premium applies to Universal Life insurance. It is the premium amount that when paid by the customer, can prevent a policy from lapsing during the No-Lapse Period when surrender value is zero.

The minimum monthly premium can vary by contract benefits and will be shown on the Specifications Page of the contract.

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What is a Surrender Charge?

An amount of money deducted from a policy's reserve to arrive at the policy's cash surrender value.

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What is Term Life Insurance?

Term Life insurance is insurance under which the benefit is payable only if the insured dies during a specified time period and premiums are paid as specified by the policy. Term Life insurance does not accumulate Cash Value.

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What is Universal Life Insurance?

Universal life insurance is a permanent life insurance product in which the internal policy charges and interest crediting components are specifically broken out separately in the policy. A universal life insurance policy accumulates cash value at an interest crediting rate declared by the company. Within certain limits, the policyowner can choose the premium he or she wishes to pay and this affects the policy's cash value. Each month, a monthly deduction to cover the cost of the insurance protection provided by the policy is deducted from the policy cash surrender value.

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What is Whole Life Insurance?

Whole Life insurance is insurance that remains in force during the insured's lifetime provided premiums are paid as specified by the policy. Whole life insurance also builds a cash value as a result of the level premium approach to funding the death benefit.

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What is Index Universal Life Insurance?

An Universal Life insurance policy with an Index feature.

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How do I access my policy information on Line?

Currently policy information is not on line. You can contact us at 8:00 am to 4:30 pm, CT., Monday through Friday. After hours and weekends limited information is available through our Automated Customer Service Attendant by calling 1-800-238-4302.

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Claims

How do I file a claim?

Complete the First Notification of Claims form and click on Submit to send the form to our Claims Department.

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Who do I contact if I have a claims question?

Please contact our Claims Department by calling our toll free number 1-800-238-4310.

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