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FAQs Log In
General Policy Information

I lost/misplaced or do not have a copy of my Policy/Certificate. How do I request a copy to view and print?

I received an email letting me know that the copy of my Policy/Certificate I requested is now available. How do I view and print a copy of my Policy/Certificate?

I requested a copy of my Policy/Certificate through the website and I did not receive an email. How do I view and print a copy of my Policy/Certificate?

How do I find out what type of Policy/Certificate Coverage I have?

Third Party - I am assisting an Insured with Medicare or Social Service assistance and I need to obtain Policy/Certificate information, such as Cash Value and Face Value. How do I obtain this information?

What Conversion Options are available for my Policy/Certificate?

How do I add or remove a family member or dependent to/from benefits on my Policy/Certificate?

How do I change the primary insured on my Policy/Certificate to my spouse?

How do I increase or decrease benefit amounts on my Policy/Certificate?

How do I change the ownership on my Policy/Certificate or assign the benefit proceeds to another party?

How do I designate a Power of Attorney for my Policy/Certificate?

How do I change the beneficiary on my Policy/Certificate?

How do I add more than 2 primary or contingent beneficiaries to my Policy/Certificate?

How do I change the beneficiary to a Trust on my Policy/Certificate?

How do I confirm who I currently have listed as a beneficiary on my Policy/Certificate?

How do I obtain the Current Cash Value of my Policy/Certificate?

How do I surrender (cash in) my Policy/Certificate?

How do I request a loan or borrow against my Policy/Certificate?

How do I obtain the Current Loan Balance of my Policy/Certificate?

I need to supply my Policy/Certificate information, such as Cash Value and Face Value, so I can receive Medicare or Social Service assistance.  How do I obtain the information I need?

What are the Non-Forfeiture Options (NFO) for my Policy/Certificate?

I am attempting to find out if I or someone else has a Policy/Certificate with your company?

I am attempting to service my Policy/Certificate online and I receive a message that states Online Service is Not Available.  What do I do?

My Policy/Certificate is currently lapsed.  How can I find out about my reinstatement options?

I am interested in additional coverage either for myself or someone else. How do I find out what is available or receive a quote?

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Customer Information

How do I change my personal information such as my email address, mailing address, or phone number?

How do I change my name due to marriage, divorce, personal reasons, or because it is misspelled or incomplete on my Policy/Certificate?

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Login and Registration Information

I would like to register my Policy/Certificate for the first time. How do I register online?

I do not have my Policy/Certificate number. How do I register online?

I would like to register an additional Policy/Certificate to my online account. How do I add the Policy/Certificate? My spouse and I share the same email address, how do I register my Policy/Certificate online?

When attempting to register my Policy/Certificate number, I receive an error message stating "Selected User Email is already in use". How do I register online?

When attempting to register my Policy/Certificate, I receive an error message stating "We are not able to locate Policy/Certificate Number..." How do I register this Policy/Certificate?

When attempting to register my Policy/Certificate, I receive an error message stating "The Policy/Certificate Number you entered has already been registered with us." How do I access this Policy/Certificate online?

I do not remember my Username. How can I retrieve this and login?

I do not remember my Password or I receive an error message stating "The password you entered does not match what we have on file." How can I retrieve this and login?

I changed my email address and would like to change my Username for my online account. How do I change my Username?

I would like to change my Password for my online account. How do I change my Password?

When I attempt to login the information I typed on the page is cleared when I click Log In. How do I login?

When I attempt to login I receive an error message stating "The login you entered does not match any that we have on file." How do I login?

When attempting to register my Policy/Certificate, I am unable to enter my address because it is outside of the United States. How do I access this Policy/Certificate online?

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Claims Information

I need to file a claim on my Policy/Certificate. How do I obtain claim forms and print the forms online?

I need to file a claim on a Policy/Certificate for myself or someone else and do not have a Policy/Certificate number. I need to report a death or need additional assistance with filing a claim. How can I contact the Claims Department?

I would like to check on the status of a claim that was submitted on a Policy/Certificate. How can I contact the Claims Department?

I need to file a claim on an Encore Dental Policy/Certificate. How do I obtain claim forms and print the forms online? How do I contact Encore Dental Claims?

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Billing Information

What are my options for paying my bill?

What is Autopay?

If I change my billing to have premiums drafted from my bank account or billed to my credit/debit card, will my premium amount ever bill more than once a month?

Can I bill my insurance premiums on a debit card?

What is billing frequency?

What is billing method?

What does the Paid To Date represent?

How do I change my billing to automatically charge my debit or credit card or draft my bank account to pay my premiums for my Policy/Certificate?

How do I change my debit/credit account number, expiration date, or other billing details? How do I change my bank account number, routing number, or other billing details?

How do I change my billing to receive billing statements in the mail or through email for my Policy/Certificate?

How do I change my billing frequency for my Policy/Certificate?

How do I make a one time online bill payment for my Policy/Certificate?

How can I receive my billing statements by email instead of by postal mail for my Policy/Certificate?

How do I view my billing statement online for my Policy/Certificate?

I am on Direct Bill and would like to send a payment into your office through the mail for my Policy/Certificate. What is your mailing address?

I would like to change the due date for my Policy/Certificate. Is that possible?

How do I find out what date my Policy/Certificate is paid through? I recently made a payment and would like to know if it was posted and what date my Policy/Certificate is currently paid through.

Why did I receive my premium due notice this month with a premium amount less than the usual monthly premium amount?

Why was I billed twice for insurance premiums on one statement?

Do you charge interest on the insurance premium?

My credit/debit card account is closed. Can you issue me a check for the refund of premiums?


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General Policy Information

Q. I lost/misplaced or do not have a copy of my Policy/Certificate. How do I request a copy to view and print?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to receive a copy of from the My Insurance Policies/Certificates page.
Step 3 Click Request a Reprint from the Customer Service Features list.
Step 4 Click Submit to complete the request.
Step 5 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive an email notifying you that your policy is ready for pick up.
Step 6 Follow the instructions within the email to retrieve your policy or see the section below on how to Retrieve a Policy Copy.


Q. I received an email letting me know that the copy of my Policy/Certificate I requested is now available. How do I view and print a copy of my Policy/Certificate?

A. 

Step 1 Please click the link provided in the email you received.
Step 2 Select the Policy/Certificate you wish to retrieve a copy of from the My Insurance Policies/Certificates page.
Step 3 Click Retrieve a Reprint from the Customer Service Features list.
Step 4 Click the Policy/Certificate number to open the document and complete the request.*

*Adobe Acrobat Reader is required to view and print your copy of the Policy/Certificate

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Q. I requested a copy of my Policy/Certificate through the website and I did not receive an email. How do I view and print a copy of my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to retrieve a copy of from the My Insurance Policies/Certificates page.
Step 3 Click Retrieve a Reprint from the Customer Service Features list.
Step 4 Click the Policy/Certificate number to open the document and complete the request.*

*Adobe Acrobat Reader is required to view and print your copy of the Policy/Certificate

Q. How do I find out what type of Policy/Certificate Coverage I have?

A. 

Step 1 Log In to your account.
Step 2 On the My Insurance Policies/Certificates page the type of coverage is listed in the middle column next to each registered Policy/Certificate number.


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Q. Third Party - I am assisting an Insured with Medicare or Social Service assistance and I need to obtain Policy/Certificate information, such as Cash Value and Face Value. How do I obtain this information?

A. 

Step 1 Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 2 Please mail or fax the request for Policy/Certificate information and a signed release of information form. Please include the Insured's name, the Policy/Certificate number, the signature of the Policyowner, and the date of the request. Please indicate if you would like this information emailed, faxed, or mailed back.
Step 3 Please allow up to 2 weeks for a response depending on the method of submittal used and method of response requested.

*A Signed Release of Information form must be received in writing before information can be released.

Q. What Conversion Options are available for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to retrieve Conversion Options for from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response regarding your conversion options. Detailed responses may take longer as extensive calculations may be needed to determine your conversion options.

*Not all Policies/Certificates have Conversion Options. Please refer to your Policy/Certificate details for further information.


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Q. How do I add or remove a family member or dependent to/from benefits on my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to add or remove a family member or dependent to/from the benefits from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response regarding your requested changes and if any other documentation is needed.

*Not all Policies/Certificates have these options. Please refer to your Policy/Certificate details for further information.

Q. How do I change the primary insured on my Policy/Certificate to my spouse?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the primary insured to your spouse on from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response regarding your requested changes and if any other documentation is needed.

*Not all Policies/Certificates have these options. Please refer to your Policy/Certificate details for further information.

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Q. How do I increase or decrease benefit amounts on my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to increase or decrease the benefit amounts from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response regarding your requested changes and if any other documentation is needed.

*Not all Policies/Certificates have these options. Please refer to your Policy/Certificate details for further information.

Q. How do I change the ownership on my Policy/Certificate or assign the benefit proceeds to another party?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the ownership or assign benefits on from the My Insurance Policies/Certificates page.
Step 3 Click Beneficiary/Service Forms from the Customer Service Features list.
Step 4 Select the correct type of Assignment you wish to make and then click Submit Online or Printable Form. If you choose Submit Online, please go to Step 5. If you choose Printable Form, please go to Step 6.
Step 5 - Submit Online If you chose Submit Online, please read through the information and fill out the form. When complete, please click Submit. An automated copy of the submitted form will be sent to your email address upon receipt by the Company. Please allow up to 2 weeks for processing the changes. Once approved you will receive completed copies of the changes from the Company.
Step 6 - Printable Form If you chose Printable Form, please read through the information and fill out the form. When complete, please click Print. You may mail or fax a copy of the Printable Form to our Company. Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 7 - Printable Form Please make a copy for your records, then mail or fax your Printable Form to the address or fax number displayed on the Contact Us Now page. Please allow up to 3 weeks for processing the changes. Once approved you will receive completed copies of the changes from the Company.


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Q. How do I designate a Power of Attorney for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to designate a Power of Attorney for from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 4 Please mail or fax your Power of Attorney documents to the address or fax number displayed on the Contact Us Now page. Please include the Insured's name and the Policy/Certificate number. Please allow up to 2 weeks to document our records.


Q. How do I change the beneficiary on my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the beneficiary for from the My Insurance Policies/Certificates page.
Step 3 Click Beneficiary/Service Forms from the Customer Service Features list.
Step 4 Select Beneficiary Change and then click Submit Online or Printable Form. If you choose Submit Online, please go to Step 5. If you choose Printable Form, please go to Step 6.
Step 5 - Submit Online If you chose Submit Online, please read through the information and fill out the form. When complete, please click Submit. An automated copy of the submitted form will be sent to your email address upon receipt by the Company. Please allow up to 2 weeks to document our records.
Step 6 - Printable Form If you chose Printable Form, please read through the information and fill out the form. When complete, please click Print. You may mail or fax a copy of the Printable Form to our Company. Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 7 - Printable Form Please make a copy for your records and then mail or fax your Printable Form to the address or fax number displayed on the Contact Us Now page. Please allow up to 3 weeks for documenting our records.


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Q. How do I add more than 2 primary or contingent beneficiaries to my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the beneficiary for from the My Insurance Policies/Certificates page.
Step 3 Click Beneficiary/Service Forms from the Customer Service Features list.
Step 4 Select Beneficiary Change and click Printable Form.
Step 5 Please read through the information and fill out the form. When complete, please click Print. Please add any additional beneficiaries to the bottom of the form or on a separate blank document. You may mail or fax a copy of the Printable Form and any additional documents to our Company. Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 6 Please make copies for your records and then mail or fax your Printable Form and any additional documents to the address or fax number displayed on the Contact Us Now page. Please allow up to 3 weeks for documenting our records.


Q. How do I change the beneficiary to a Trust on my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the beneficiary for from the My Insurance Policies/Certificates page.
Step 3 Click Beneficiary/Service Forms from the Customer Service Features list.
Step 4 Select Beneficiary Change and click Printable Form.
Step 5 Please read through the information and fill out the form. When complete, please click Print. Please attach a copy of the first and last page of your Trust to the form. You may mail or fax a copy of the Printable Form and any additional documents to our Company. Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 6 Please make copies for your records and then mail or fax your Printable Form and any additional documents to the address or fax number displayed on the Contact Us Now page. Please allow up to 3 weeks for documenting our records.


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Q. How do I confirm who I currently have listed as a beneficiary on my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to have a Beneficiary Confirmation listing for from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a Beneficiary Confirmation email listing who we currently have on file.


Q. How do I obtain the Current Cash Value of my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to obtain the Cash Value for from the My Insurance Policies/Certificates page.
Step 3 Select Policy/Certificate Summary from the Customer Service Features list.
Step 4 The Cash Value, if any, is listed on the left hand side of the page under the Current Account Summary section.
Step 5 - Optional If you would like an email containing this information, please click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 6 - Optional Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive an email indicating your current Cash Value.


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*Not all Policies/Certificates accumulate Cash Value.

Q. How do I surrender (cash in) my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to obtain the Cash Value for from the My Insurance Policies/Certificates page.
Step 3 Select Policy/Certificate Summary from the Customer Service Features list.
Step 4 The Cash Value, if any, is listed on the left hand side of the page under the Current Account Summary section.
Step 5 Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 6 Please send a letter or fax requesting the surrender of your Policy/Certificate. Please include the insured's name, the Policy/Certificate number, the signature of the policyowner, and the date of the request.
Step 7 Please allow up to 3 weeks to receive a check for the cash value of your policy.

*Only Policies/Certificates with a Cash Value can be surrendered. Not all Policies/Certificates accumulate Cash Value. All requests must be received in writing.


Q. How do I request a loan or borrow against my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to request a loan from or borrow against from the My Insurance Policies/Certificates page.
Step 3 Select Policy/Certificate Summary from the Customer Service Features list.
Step 4 The Max Loan Amount, if any, is listed on the left hand side of the page under the Current Account Summary section.
Step 5 Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 6 Please send a letter or fax indicating the loan amount you are requesting from your Policy/Certificate. Please include the insured's name, the Policy/Certificate number, the signature of the policyowner, and the date of the request.
Step 7 Please allow up to 3 weeks to receive a check for the loan amount you requested from your Policy/Certificate.

*Only Policies/Certificates with a Cash Value can be borrowed against. Not all Policies/Certificates accumulate Cash Value. All requests must be received in writing.


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Q. How do I obtain the Current Loan Balance of my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to obtain the Loan Balance for from the My Insurance Policies/Certificates page.
Step 3 Select Policy/Certificate Summary from the Customer Service Features list.
Step 4 The Loan Balance, if any, is listed on the left hand side of the page under the Current Account Summary section.
Step 5 - Optional If you would like an email containing this information, please click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 6 - Optional Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a Loan Balance email indicating your current Loan Balance.

*Only Policies/Certificates with a Cash Value can be borrowed against. Not all Policies/Certificates accumulate Cash Value.

Q. I need to supply my Policy/Certificate information, such as Cash Value and Face Value, so I can receive Medicare or Social Service assistance. How do I obtain the information I need?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to retrieve information on for Medicare or Social Service assistance from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive an email indicating your Policy/Certificate information needed for assistance.


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Q. What are the Non-Forfeiture Options (NFO) for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to retrieve Non-Forfeiture Options (NFO) for from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive an email indicating your Non-Forfeiture Options (NFO).


Q. I am attempting to find out if I or someone else has a Policy/Certificate with your company?

A. 

Step 1 Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 2 Click the link to Send an Email and fill out the form with your request and click Send. Please include the Insured's name, the Policy/Certificate number (if available), the insured's Date of Birth, and the insured's address and telephone number.
Step 3 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response regarding your inquiry or a request for additional information.


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Q. I am attempting to service my Policy/Certificate online and I receive a message that states Online Service Is Not Available. What do I do?

A. 

Step 1 You are attempting to service a policy that has been cancelled, terminated, lapsed, or has a pending claim. If you think this message is incorrect, please proceed to Step 2.
Step 2 - Optional If you are attempting to print claim forms, please logout, return to the home page, and select Claim Forms from the upper left corner of the menu bar on our home page. Otherwise, click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.


Q. My Policy/Certificate is currently lapsed. How can I find out about my reinstatement options?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to learn reinstatement options about from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response with reinstatement options and procedures, if reinstatement is available.

*Not all Policies/Certificates have these options. Please refer to your Policy/Certificate details for further information.

Q. I am interested in additional coverage either for myself or someone else. How do I find out what is available or receive a quote?

A. 

Step 1 Please visit www.transamerica.com to view products and receive quotes or click the Contact Us Now link at the bottom of the page and call us at the phone number listed to discuss new or additional coverage.


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Customer Information

Q. How do I change my personal information such as my email address, mailing address, or phone number?

A. 

Step 1 Log In to your account.
Step 2 From the My Insurance Policies/Certificates page click Update Profile.
Step 3 Click the check box next to the Policy/Certificate you wish to update your profile on and fill out the information on the form at the bottom of the page and click Submit.

*Changing your email address will not change your Username. If you would like to change your Username see Login - Change Username

Q. How do I change my name due to marriage, divorce, personal reasons, or because it is misspelled or incomplete on my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change your name on from the My Insurance Policies/Certificates page.
Step 3 Select Name Change from the Customer Service Features list.
Step 4 Please contact us at the phone number displayed on the page during the hours of availability.


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Login and Registration Information

Q. I would like to register my Policy/Certificate for the first time. How do I register online?

A. 

Step 1 On the Policy/Certificate Holder Log In page, click Register, under the First Time User section, to register your Policy/Certificate. Follow the instruction in the subsequent pages to setup your account online.

*Not all Policies/Certificates may be serviced online.

*All active Policies/Certificates under the Policyowner's name that can be serviced online will pull in once the first Policy/Certificate is registered. The same email address cannot be registered more than once.

Q. I do not have my Policy/Certificate number. How do I register online?

A. 

Step 1 Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 2 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response with your Policy/Certificate number or a request for additional information to help us locate you in our system.


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Q. I would like to register an additional Policy/Certificate to my online account. How do I add the Policy/Certificate? My spouse and I share the same email address, how do I register my Policy/Certificate online?

A. 

Step 1 Log In to your account.
Step 2 From the My Insurance Policies/Certificates page click Register a Policy/Certificate. Fill out the form and click Submit to Register your additional Policy/Certificate.

*Not all Policies/Certificates may be serviced online.

*The same email address cannot be registered more than once.

Q. When attempting to register my Policy/Certificate number, I receive an error message stating "Selected User Email is already in use". How do I register online?

A. 

Step 1 The email address you provided during registration is already in use. You may have already registered on the site before. Please view the Forgot Password section to access your account. If you are still unable to Register or Log In, please proceed to Step 2.
Step 2 - Optional Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 3 - Optional Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response with your Policy/Certificate number or a request for additional information to help us locate you in our system.

*The same email address cannot be registered more than once. If you are attempting to register additional Policy/Certificates please see Registering an Additional Policy/Certificate.


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Q. When attempting to register my Policy/Certificate, I receive an error message stating "We are not able to locate Policy/Certificate Number..." How do I register this Policy/Certificate?

A. 

Step 1 Please make sure you are using the Policy/Certificate number printed on your schedule page or policy summary. This number is unique to you and will not be the Master or Group Policy number.
Step 2 If you are still unable to login, please click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.

*Not all Policies/Certificates may be serviced online.

Q. When attempting to register my Policy/Certificate, I receive an error message stating "The Policy/Certificate Number you entered has already been registered with us." How do I access this Policy/Certificate online?

A. 

Step 1 Log In to your account. Please click Forgot Username or Forgot Password if you need additional assistance with logging in.


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Q. I do not remember my Username. How can I retrieve this and login?

A. 

Step 1 Your Username is in the form of an email address. Please try logging in using current and previous email addresses.
Step 2 If you are still unable to login, please click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 3 Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response with your Username and Password or a request for additional information to help us locate you in our system.


Q. I do not remember my Password or I receive an error message stating "The password you entered does not match what we have on file." How can I retrieve this and login?

A. 

Step 1 Please click Get Password on the Policy/Certificate Log In page and fill out the form and click Submit. You will then be asked to provide an answer to the secret question you setup during registration. Please fill out the answer and click Submit.
Step 2 If you successfully answered your secret question, you will then need to setup a new Password. Please fill out the form and click Submit. If you received a message stating "Sorry, we're not able to validate the information you provided. Please contact customer service", please proceed to Step 3.
Step 3 - Optional Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 4 - Optional Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response with your Username and Password or a request for additional information to help us locate you in our system.


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Q. I changed my email address and would like to change my Username for my online account. How do I change my Username?

A. 

Step 1 Log In to your account.
Step 2 From the My Insurance Policies/Certificates page click Update Profile.
Step 3 From the Update Profile page click Go next to Change your Username/Password. Fill out the form with your new Username (Email Address) and click Submit. The next time you login, you will provide your new Username.


Q. I would like to change my Password for my online account. How do I change my Password?

A. 

Step 1 Log In to your account.
Step 2 From the My Insurance Policies/Certificates page click Update Profile.
Step 3 From the Update Profile page click Go next to Change your Username/Password. Fill out the form with your new Password and click Submit. The next time you login, you will provide your new Password.


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Q. When I attempt to login the information I typed on the page is cleared when I click Log In. How do I login?

A. 

Step 1 Please turn off your Pop-Up Blocker or be sure your Pop-Up Blocker is set to allow pop-ups from our site and try to login again.


Q. When I attempt to login I receive an error message stating "The login you entered does not match any that we have on file." How do I login?

A. 

Step 1 Please verify that you are providing your correct Username and Password. Please click Forgot Username or Forgot Password if you need additional assistance with logging in.


Q. When attempting to register my Policy/Certificate, I am unable to enter my address because it is outside of the United States. How do I access this Policy/Certificate online?

A. 

Step 1 At this time, due to system limitations, Policies/Certificates with mailing addresses outside of the U.S. are unable to be registered online. Please register your Policy/Certificate with a U.S. mailing address. For other services, click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.


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Claims Information

Q. I need to file a claim on my Policy/Certificate. How do I obtain claim forms and print the forms online?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to obtain claim forms for from the My Insurance Policies/Certificates page.
Step 3 Select Claim Forms from the Customer Service Features list.
Step 4 Please read through the information and fill out the form. When complete, please click Print.* Please Print the Claim form and follow the instructions listed on the form to print the claim.
Step 5 Please include the Insured's name and Policy/Certificate Number. Please be sure to complete the form in its entirety and attach the required information. Items left blank or missing information could cause a delay in processing your claim.
Step 6 Once received, please allow up to 5 business days for review. We will contact you by mail if more information or other documentation is needed.

*Note: You must send your claim form back to us via mail or fax.

Q. I need to file a claim on a Policy/Certificate for myself or someone else and do not have a Policy/Certificate number. I need to report a death or need additional assistance with filing a claim. How can I contact the Claims Department?

A. 

Step 1 Please select Claim Forms from the upper left corner of the menu bar on our home page. Please contact us at the phone number displayed at the bottom of the page during the hours of availability. Once connected, we will route you to the Claims Department that services your Policy/Certificate.


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Q. I would like to check on the status of a claim that was submitted on a Policy/Certificate. How can I contact the Claims Department?

A. 

Step 1 Please call the toll-free number previously provided to you by the Claims Department that services your Policy/Certificate or please select Claim Forms from the upper left corner of the menu bar on our home page. Please contact us at the phone number displayed at the bottom of the page during the hours of availability. Once connected, we will route you to the Claims area that services your Policy/Certificate.


Q. I need to file a claim on an Encore Dental Policy/Certificate. How do I obtain claim forms and print the forms online? How do I contact Encore Dental Claims?

A. 

Step 1 Please visit www.encoredentalplan.com to download and print claim forms. You may also call Encore Dental Claims at 1-866-605-2642 for assistance with submitting claims.


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Billing Information

Q. What are my options for paying my bill?
A.
You generally have several options for billing. Some of these options are regulated by the state where you live. We accept VISA, MasterCard, American Express and Discover or your payment can be drafted directly from your bank account.

Q. What is Autopay?
A.
Autopay is on online service that permits the customer to change their billing method from direct bill to either credit/debit card or a bank draft.

Q. If I change my billing to have premiums drafted from my bank account or billed to my credit/debit card, will my premium amount ever bill more than once a month?
A.
If you change your bill method to draft your bank account or bill to your credit/debit card and your premiums are not billed to a current date, we could draft your account for the premiums necessary to bring your Policy/Certificate to a current date. This situation could cause a 2nd charge to be deducted from your bank account.

Q. Can I bill my insurance premiums on a debit card?
A.
Yes

Q. What is billing frequency?
A.
Billing frequency is the number of months a premium payment will extend coverage to. When we deduct your premium directly from your bank account, premiums can be billed monthly, quarterly (every 3 months), semi-annually (every 6 months) or once a year.

Q. What is billing method?
A.
Billing method is the way you pay your premiums. We offer the following billing methods: credit/debit card, bank draft or Direct Bill.

Q. What does the Paid To Date represent?
A.
The paid to date represents the date your Policy/Certificate is paid to. If a premium payment is not received within 31 days of the due date, coverage will lapse. Your contract will be subject to the reinstatement provisions in the event you wish to reactivate coverage.

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Q. How do I change my billing to automatically charge my debit or credit card or draft my bank account to pay my premiums for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the Billing for from the My Insurance Policies/Certificates page.
Step 3 Select Change Billing Options from the Customer Service Features list.
Step 4 Select Signup for Autopay using my Credit Card or Signup for Autopay using my Bank Account. You may select to Submit Online or click Mail-In Form to print the form. If you choose Submit Online, please go to Step 5. If you choose Mail-In Form, please go to Step 6.
Step 5 - Submit Online If you chose Submit Online, please read through the information and fill out the form. When complete, please click Submit.
Step 6 - Mail-In Form If you chose Mail-In Form, please read through the information and fill out the form. When complete, please click Print. You may mail or fax a copy of the Mail-In Form to our Company. Click the Contact Us Now link at the bottom of the page to view our contact information or send to the address listed on the form.

*We accept VISA, MasterCard, American Express, and Discover or your payment can be drafted directly from your bank account. Some of these options are regulated by the state where you live.

*If you change your billing to draft your bank account or bill to your credit/debit card and your premiums are not billed to a current date, we could draft your account for the premiums necessary to bring your Policy/Certificate to a current date. This situation could cause a 2nd charge to be deducted from your bank account.

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Q. How do I change my debit/credit account number, expiration date, or other billing details?
How do I change my bank account number, routing number, or other billing details?


A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the Billing Details for from the My Insurance Policies/Certificates page.
Step 3 Select Change Billing Options from the Customer Service Features list.
Step 4 Select Edit My Credit Card Information or Edit My Bank Account Information. You may select to Submit Online or click Mail-In Form to print the form. If you choose Submit Online, please go to Step 5. If you choose Mail-In Form, please go to Step 6.
Step 5 - Submit Online If you chose Submit Online, please read through the information and fill out the form. When complete, please click Submit.
Step 6 - Mail-In Form If you chose Mail-In Form, please read through the information and fill out the form. When complete, please click Print. You may mail or fax a copy of the Mail-In Form to our Company. Click the Contact Us Now link at the bottom of the page to view our contact information or send to the address listed on the form.

*If you change your billing to draft your bank account or bill to your credit/debit card and your premiums are not billed to a current date, we could draft your account for the premiums necessary to bring your Policy/Certificate to a current date. This situation could cause a 2nd charge to be deducted from your bank account.

Q. How do I change my billing to receive billing statements in the mail or through email for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the Billing for from the My Insurance Policies/Certificates page.
Step 3 Select Change Billing Options from the Customer Service Features list.
Step 4 Select Cancel Autopay.
Step 5 Please read through the information and fill out the form. Select E Bill to receive your statement by email. When complete, please click Submit.


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Q. How do I change my billing frequency for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to change the Billing Frequency for from the My Insurance Policies/Certificates page.
Step 3 Select Change Billing Options from the Customer Service Features list.
Step 4 Select Edit My Credit Card Information, Edit My Bank Account Information, or Update Direct Bill Options depending on the current method you use to pay premiums. If editing Autopay options, you may select to Submit Online or click Mail-In Form to print the form. If you choose Submit Online, please go to Step 5. If you choose Mail-In Form, please go to Step 6. If you choose Update Direct Bill Options, please go to Step 5.
Step 5 - Submit Online If you chose Submit Online, please read through the information and fill out the form. When complete, please click Submit.
Step 6 - Mail-In Form If you chose Mail-In Form, please read through the information and fill out the form. When complete, please click Print. You may mail or fax a copy of the Mail-In Form to our Company. Click the Contact Us Now link at the bottom of the page to view our contact information or send to the address listed on the form.

*Premiums can be billed monthly, quarterly (every 3 months), semi-annually (every 6 months) or once a year.

Q. How do I make a one time online bill payment for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to make an online bill payment for from the My Insurance Policies/Certificates page.
Step 3 Select One-time Bill Payment from the Customer Service Features list.
Step 4 Confirm Amount to be Paid and Select Payment Type under Payment Method.
Step 5 Complete applicable Bank Account or Credit/Debit Card information fields and click Next.
Step 6 Review Payment Information, check the authorized signer box, and click Submit.


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Q. How can I receive my billing statements by email instead of by postal mail for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to receive billing statements by email for from the My Insurance Policies/Certificates page.
Step 3 Select E-Bill Options from the Customer Service Features list and read through the information on the following page. For additional convenience, you may signup for Autopay by clicking Go next to Schedule Autopay.
Step 4 To continue and sign up for E-Bill Options, please click E-Bill Sign Up. Please read through the information and provide the email address you wish the billing statements for your Policy/Certificate to be sent to. When complete, please click Submit. You will now receive your next billing statement via email.

*This option is only available for Policies/Certificates billing on Direct Bill method and is not available for all Policies/Certificates.

Q. How do I view my billing statement online for my Policy/Certificate?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to view your billing statement for from the My Insurance Policies/Certificates page.
Step 3 Select E-Bill Options from the Customer Service Features list. From the E-Bill Services select View My Bill.
Step 4 Click the Policy/Certificate number to open the document and complete the request. If there is no bill due, you will receive a message that states No Billing Statements are Available at this Time.

*This option is only available for billing statements that are sent via email (E-Bill).

*Adobe Acrobat Reader is required to view and print your copy of your Billing Statement.

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Q. I am on Direct Bill and would like to send a payment into your office through the mail for my Policy/Certificate. What is your mailing address?

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to send a payment in for from the My Insurance Policies/Certificates page.
Step 3 Click the Contact Us Now link at the bottom of the page to view our contact information.
Step 4 Please mail your payment to the address displayed on the Contact Us Now page. Please include your billing statement and/or write your Policy/Certificate number on your check or money order. Please allow up to 2 weeks to document our records.


Q. I would like to change the due date for my Policy/Certificate. Is that possible?

A. 

Step 1 Your Policy/Certificate was issued on a particular day of the month. The issue day of the month determines the day the premiums are due each month. Your insurance contract provides a 31 day grace period in which to pay premiums. If you are on Pre-Authorized Checking (EFT) you may change the day your premiums are withdrawn from your account by submitting a new Autopay form. Please see Change Your Billing to Automatic Payments (Autopay) for options.


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Q. How do I find out what date my Policy/Certificate is paid through? I recently made a payment and would like to know if it was posted and what date my Policy/Certificate is currently paid through.

A. 

Step 1 Log In to your account.
Step 2 Select the Policy/Certificate you wish to find out the Paid to Date for from the My Insurance Policies/Certificates page.
Step 3 Select Policy/Certificate Summary from the Customer Service Features list.
Step 4 The Paid to Date is listed on the left hand side of the page under the Current Account Summary section.


Q. Why did I receive my premium due notice this month with a premium amount less than the usual monthly premium amount?

A. 

Step 1 Any time we receive monies over your normal premium amount due, it is placed in a holding account to be applied to the Policy/Certificate when the next premium is due. Your premium due notice will be for your normal premium less any monies in the holding account. If you still have questions, please proceed to Step 2.
Step 2 - Optional Log In to your account.
Step 3 - Optional Select the Policy/Certificate you have a question about the billing statement received for from the My Insurance Policies/Certificates page.
Step 4 - Optional Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 5 - Optional Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response to your inquiry.


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Q. Why was I billed twice for insurance premiums on one statement?

A. 

Step 1 Some of the financial institutions we work with will display the billing periods for the coverage. If your statement does not reflect these dates please refer to your previous statement. If there were no premiums billed for your coverage the previous month, your billing cycle was after the statement closing date and both billings will possibly reflect on this current statement. If you recently changed your billing information, your premiums may have been billed twice to catch your policy up to a current paid to date. If you still have questions, please proceed to Step 2.
Step 2 - Optional Log In to your account.
Step 3 - Optional Select the Policy/Certificate you have a question about the billing statement received for from the My Insurance Policies/Certificates page.
Step 4 - Optional Click the Contact Us Now link at the bottom of the page to view our contact information. Click the link to Send an Email and fill out the form with your request and click Send.
Step 5 - Optional Within 24-48 hours (excluding Saturdays, Sundays, and holidays) you will receive a response to your inquiry.


Q. Do you charge interest on the insurance premium?

A. 

Step 1 Since we do not handle the billing of your credit card statement, it is best to check with your financial institution that issued the card. They will be able to explain which items interest is charged on and if the insurance premium is one of those items. Due to privacy agreements, the credit card company cannot share personal account information with us.


Q. My credit/debit card account is closed. Can you issue me a check for the refund of premiums?

A. 

Step 1 Since premiums were billed to a credit/debit card any unearned premiums must be issued to that account. You can contact your credit card company and request a check for outstanding credit balance.


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