Policy servicing

NEW - Teams are starting to process the backlog of life insurance surrender requests. Customers who would like to cancel should 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.

Additional customer-service options are now available through enhanced contact-center support and improved routing capabilities. Teams continue expanding available servicing options while some requests continue to require forms or manual processing.

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 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, withdrawal status, surrender status, and select servicing requests. Direct-deposit servicing, application cancellation support, withdrawal processing, surrender request processing, and annuity death claim support remain available through continuity solutions and recovery processes. Teams are beginning phased issuance of delayed Annuity contracts while continuing to work through accumulated volume; additional servicing and advisor-support capabilities continue to return as recovery activities are completed.

NEW - BenefitsForYou online account access is returning through a phased approach. Participants who previously established a BenefitsForYou online account may be able to access certain retirement account information. Displayed account balances reflect market value as of the date shown within BenefitsForYou and may not yet reflect all recent payroll contributions, related earnings adjustments, or other transactions that are currently being processed. We are continuing to process previously submitted transactions, and account information will continue to be updated as processing and restoration activities progress. Participants will be required to reset their password before accessing their account information.

Most servicing needs can be supported through our 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. Some servicing activities involving legacy TruStage products remain limited 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.