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Policy Support

Get help with your policy, claims, billing, and coverage questions.

Last updated: January 1, 2025

We're here to help you every step of the way — from understanding your coverage to making changes to your policy. This page outlines how to get support for the most common policy-related needs.

Getting Help With Your Policy

You can reach our licensed support team by phone, email, or through our contact form. When you call, please have your policy number ready so we can assist you quickly.

For policy document requests, beneficiary information, or coverage summaries, your insurance carrier is the primary point of contact. We will connect you with the right carrier representative if needed.

Filing a Claim

When a claim needs to be filed, the process is handled directly by your insurance carrier. As your agency, we will guide you through the steps and advocate on your behalf.

Steps to File a Claim

  • Contact our support line — we will identify your carrier and initiate the process
  • Gather required documents: death certificate (for life claims), policy number, beneficiary ID
  • Submit the claim form provided by the carrier, along with all required documentation
  • Allow 10–30 business days for carrier review and benefit disbursement

What to Expect

Most life insurance claims are processed within 30 days of receiving complete documentation. Carriers may request additional information during review. We recommend keeping copies of all documents submitted.

Policy Changes & Updates

Life changes — and your policy should reflect that. Common updates include changing beneficiaries, updating contact information, or adjusting coverage amounts where permitted by your plan.

  • Beneficiary changes: Contact us or your carrier directly with the updated beneficiary name, relationship, and date of birth
  • Address or contact updates: Notify us and your carrier to ensure all correspondence reaches you
  • Coverage adjustments: Depending on your plan type, you may be able to increase or reduce coverage — subject to underwriting

Some policy changes may require a new application or underwriting review. We will let you know upfront what is needed.

Billing & Payments

Premium payments are processed directly by your insurance carrier. Billing schedules and payment methods vary by carrier and plan type.

Common Billing Questions

  • Payment methods: Most carriers accept bank draft (ACH), credit card, or check
  • Autopay: Strongly recommended to avoid lapses — enroll through your carrier's portal or by contacting them directly
  • Missed payment grace period: Most policies allow a 30-day grace period before lapsing; some plans extend to 60 days
  • Premium due date changes: Contact your carrier to request a billing date change

If you believe you've been charged incorrectly, contact your carrier's billing department first. We are happy to assist if you are having difficulty reaching your carrier.

Cancellation & Surrender

You have the right to cancel your policy at any time. However, it's important to understand the implications before doing so.

  • Cancellation: Submit a written cancellation request to your carrier. Coverage ends on the date of cancellation or the end of the paid period, whichever is later
  • Free look period: Most policies offer a 10–30 day free look period during which you can cancel for a full refund of premiums paid
  • Surrender value: Permanent life policies (whole life, IUL) may have accumulated cash value. Upon surrender, you may receive this value minus any surrender charges
  • Term policies: Term life policies have no cash value — cancellation results in no refund for used premium periods

We recommend speaking with one of our agents before cancelling, as there may be alternatives such as a reduced paid-up option or a policy loan that better serve your situation.

Contact Our Support Team

Our licensed support specialists are available to assist you with any policy-related question — at no charge.

For emergencies outside business hours, please contact your carrier directly using the number on your policy documents or insurance card.

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Mon–Fri 9AM–6PM EST · Licensed in 49 States