Policy servicing

NEW - Teams are starting to process the backlog of life insurance surrender requests. An electronic-signature process for Life cancellation requests is now available through our Contact Center, improving the speed of request processing. Customers who would like to cancel may also continue to print and mail the form on the service forms page. Customers should continue to expect delays as we work through our backlog. We will honor the date of requests.

Customers requesting cancellation of eligible policies can now be removed from recurring automatic billing while their servicing request is processed. Existing cancellation and surrender request backlogs remain, and some requests may require additional processing time.

The individual service hub has been enhanced with improved navigation, search functionality and easier access to service-request resources including for when customers want to change, update or cancel their policy. To make a change to a policy, customers should print and mail in the form found on the outage hub. We can’t make policy changes over the phone. For policy questions or additional support, please contact the Life and AD&D Contact Center using the phone number listed below. Representatives can assist with many policy inquiries.

NEW - Paper billing for AD&D customers who are not on recurring automatic billing is targeted to restart this week.

NEW - Customers requesting cancellation of eligible policies can now be removed from recurring automatic billing while their servicing request is processed. Existing cancellation request backlogs remain, and some requests may require additional processing time.

NEW - Teams continue expanding available servicing options, but many requests continue to require forms or manual processing.

The individual service hub has been enhanced with improved navigation, search functionality and easier access to service-request forms. For policy questions or additional support, please contact the Life and AD&D Contact Center using the phone number listed below. Representatives can assist with many policy inquiries, direct customers to available service forms and continuity processes, and explain available servicing options and next steps.

NEW - Advisors can contact 877-345-4769 for support. Customers can contact the Annuity Contact Center at 800-798-5500 for assistance with contract values and select servicing requests including direct-deposit servicing, application cancellations, allocation transfers and changes, withdrawals, surrenders, and annuity death claims, among others. Forms for transaction requests are also available on the Annuity Outage Hub.

NEW - Teams are beginning phased issuance of Annuity contracts for pending applications we received prior to and during the outage.

BenefitsForYou online account access has returned through a phased approach. Plan sponsors, advisors and third-party administrators are also gaining visibility into defined contribution participant balances. Participants who previously established a BenefitsForYou online account may be able to view retirement account information. Displayed balances reflect current values based on the most recently processed cycle date and may not yet include all recent payroll contributions, earnings adjustments or other transactions still being processed.

Most servicing needs continue to be supported through third-party solution partners, including account and plan-related inquiries. Established partner servicing processes remain available, although some activities involving legacy TruStage® products may require additional processing time while recovery efforts continue.

If you have questions about your Payment Guard policy, please contact us at the email below. Servicing capabilities remain limited while additional systems and processes continue to be restored.

Mechanical Repair Coverage servicing remains available through normal Assurant servicing channels.

Support is available by email at the address listed below. Teams can support customers using expanded document and policy-record access capabilities while broader policy-administration recovery efforts continue. Some servicing activities remain limited or require manual support.

Policy servicing for brokered commercial products, including Cybersecurity Protection, remains fully available through the carrier, agent, or broker. Customers should continue using normal service and support channels.