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Online Account Information FAQs

  • For security reasons, you can’t update your username using your online service account. If you’d like to change your account's username, please call us.
  • Online account usernames and policy names can't be updated using your online service account at this time. If you’d like to update this information, please call us.
  • We want to make reviewing, paying, and updating your policy easy and convenient. That’s why most account management tasks, including connecting with our Customer Care team if you have questions or concerns, can be done through your account when it’s convenient for you. Simply use the ‘Log in’ link on our website to log in to your personal account or create an account. You can also log in to your account or create an account from the ‘For individuals' menu at the top of our website by selecting 'Manage my account’. If you are unable to log in to your account, please contact us.

     

    After you log in to your account, select the ‘My account’ menu at the top of our website. From there, select Manage personal information’.

    • To update your username:
      • Usernames cannot be updated online. If you would like to update your username, please call us.
    • To update your policy name:
      • Policy names cannot be updated online. If you need to update your policy name, please call us.
    • To update your email address
      • Click ‘Edit Email’. 
      • On the next screen, you’ll see the policies affected by this update. Click ‘Continue’. 
      • Enter the email address, reenter the email address to confirm, and click ‘Submit Changes’. 
      • A confirmation message at the top of the page will note your email address has been updated.
      • You will receive an email confirming the update.
    • To update your phone number (international phone numbers, please contact us for assistance):
      • Click ‘Edit Phone’. 
      • On the next screen, you’ll see the policies affected by this update. Click ‘Continue’.
      • Enter the new phone number, select if it is a mobile phone number or not, and click ‘Save Changes’. 
      • A confirmation message at the top of the page will note we are processing your update; your change should appear in your online service account within 24 hours. Most updates are made within one hour. Updates requested outside normal business hours may take up to one business day.
      • You will receive an email confirming the update.
    • To update your mailing address (military and international addresses, please contact us for assistance):    
      • Click ‘Edit Address’. 
      • On the next screen, you’ll see the policies affected by this update. Click ‘Continue’.
      • Enter the new address and click ‘Continue’. 
      • A confirmation message at the top of the page will note we are processing your update; your change should appear in your online service account within 24 hours. Most updates are made within one hour. Updates requested outside normal business hours may take up to one business day.
      • You will receive an email confirming the update. 

    • To update your password:
      • Click ‘Edit Password’. 
      • Enter your current password, then enter and confirm your new password and click ‘Submit Changes’. 
      • A confirmation message at the top of the page will note your password has been updated. 
      • You will receive an email confirming the update.
    • To update your 2-Step Security:
      • 2-Step Security adds an extra layer of protection to your account. In addition to your password, it requires the use of a phone number or email address belonging to you to access your online service account. 
      • Click ‘Edit Security’. 
      • On the next screen, select one of the following options for security code delivery: ‘Email’ (also provide a valid email address), Text/SMS (also provide a valid phone number), or ‘Voice call’ (also provide a valid phone number). 
      • Click ‘Update Method’. 
      • A confirmation message at the top of the page will note your security option has been updated. 
      • You will receive an email confirming the update.
  • Absolutely. We take protecting your personal information very seriously, and do all we can to ensure your information remains private. Here are some of precautions we take and a little about some of the safeguards we use to keep your information safe:

    • Only employees have access to nonpublic personal information and only on an “as needed” basis.
    • Information we classify as “Restricted” under our Information Handling Procedure (such as your ACH account number) is always protected and stored with encryption.
    • We use Transport Layer Security (TLS) whenever personal information is sent (or “transported”) to us online.

    This secures data against hackers and makes sensitive information, like passwords and credit card numbers, encrypted and unreadable.

  • There are 5 pieces of information you’ll need to create your account:

    1. Your name, as it appears on your policy
    2. Your ZIP Code
    3. Your date of birth
    4. Your full Social Security number
    5. Your policy/certificate number. Here’s where to find this information.

    In some cases, we may also ask for your mailing address and phone number to finish creating your account. 

    If there are any issues validating your information during the account creation process, we’ll provide a phone number on screen. Please call us for assistance.

  • You can use your online service account to access many of our life insurance, accidental death & dismemberment (AD&D) insurance, and annuity products. However, what you can do online will vary some between those different types of accounts. If you’re having trouble accessing a policy, it could be because that policy isn’t active anymore or because you have a type of policy that can’t be serviced online right now. This includes:

    • Universal Life
    • Supplemental Health
    • Disability Income

    If you need help with a policy you own but can't access in your online account, please call us.

  • Only the policy owner can create an online service account for their policy. We understand in some cases family members may want to help the policy owner with this. The policy owner’s personal and contact information must be used to set up the account, and they must make all important decisions related to the account itself.
  • There are a few reasons why you may not see a policy once you log in to your online service account. In most cases, if you don’t see a policy in your account, it’s because that policy: was purchased after your online service account was created (and simply needs to be connected to your account), the policy is inactive, or the policy is a type that can’t be serviced online at this time.

    If you need help with a policy you own but can't access in your online account, please call us.

  • We understand creating and remembering new passwords can be challenging, especially when the password you want can’t be used. However, our password requirements have been created to ensure the safety of your account. Not reusing old passwords, changing passwords every so often, and not using the same password on multiple websites are just a few things you can do to help boost your online safety.
  • The policies attached to your online service account will be listed under the 'Welcome' greeting and can be identified by the policy type such as Term Insurance, Whole Life Insurance, Accidental Death and Dismemberment, Zone Income Annuity and Horizon Variable Annuity.

    When you have more than one policy on your account, the first policy listed will automatically display. To display a different policy, select the policy type for that policy.

    There are a few reasons why a policy may not display. In some cases, this may be because you have a type of policy we don't service online. This includes:

    • Universal Life
    • Supplemental Health
    • Disability Income

    In other cases, it may be because you purchased a policy AFTER you created your online service account. If this is the case, you may be able to find your policy by:

    • Logging in to your personal account
    • Select My account
    • Select Manage my account
    • Select Find Another Policy

    After completing these steps, we can see if other policies can be found using information from your online service account. In other cases, you may not see your policy because it is not active. If you need help with a policy you own but can't access in your online service account, please call us.

  • Personal information such as your date of birth and Social Security number are needed as a security measure to verify your identity and to find your policy.
  • No. If you currently receive statements or other correspondence in the mail, that will continue. Electronic Delivery simply gives you the ability to conduct certain transactions online. In the future, if we offer options to switch from paper statements or correspondence to electronic delivery, you will be asked for your preferences.
  • It is an additional layer of security added to the sign in process for your account.    
  • After your username and password are verified, you will receive a security code by phone, text or email that you will need to input to access your account. 
  • You will enroll in 2-Step Security when creating an account. If you already have an account, you will be prompted to enroll after login as we gradually make this feature available to everyone.
  • You can choose to receive your security code by phone, text or email.
  • If you are having problems, please contact our office and a representative will assist in resolving your issue.
  • After logging in to your account, go to 'My account' at the top of our website.

    Select 'Manage personal information' to review and make changes to your options.