FAQs

Policy Services
I just registered my account. Why can't I see my policy?

Once you register, the next step is to log in and add your policies to your account. After you add your policies, you can view your policy and claim information. Visit "View tutorials" on the main navigation for assistance.  

I lost my policy. How can I obtain a duplicate copy?

You may log in to your account to request a certificate of insurance or proof of coverage, which provides the basic details of your policy. The certificate of insurance will be mailed within 13 business days.

If you would like a full duplicate policy, you may print the Request for Certificate of Insurance or Duplicate Policy form and mail or fax the completed form back to us.

Looking for Conseco Life Insurance Company of Texas policies? Print the Conseco Life Insurance Company of Texas form instead.

PLEASE NOTE: An administrative fee may be required for a duplicate policy. See the form for more details.

I lost my ID card. How do I obtain a new one?

You may request a duplicate ID card for the main insured by logging in to your account.

How do I add or change a beneficiary?

To change the beneficiary designations of your annuity or life policy, you may log in to your account and submit your request online through the online forms section. If you're having trouble accessing your account, a form is available to download.

How do I change the ownership on my policy?

To change the ownership of a policy, the policyowner will need to print the Life and Annuity Policy Information form and mail or fax the completed form and any accompanying documents back to us. Looking for Conseco Life Insurance Company of Texas policies? Print the Conseco Life Insurance Company of Texas form instead.

How can I withdraw money from my annuity contract?

To withdraw money from your annuity contract, you may log in to your account and submit your request online through the online forms section. If you're having trouble accessing your account, a form is available to download.

How long will it take to process my policy change or update request?

Most policy service requests take an average of 13 to 15 business days to process upon receipt. Please note that this is an estimate and may be impacted by the unique circumstances of your request. If you have any questions, please contact customer service at .

Why can't I sign and/or submit my form electronically?

There are various reasons you may not be able to sign or submit your form electronically. Reasons include, but are not limited to:

  •  Multiple signatures are required.
  •  You have requested a duplicate policy that requires payment. 
  •  You were unable to upload required documentation. 
I submitted a request form online. Why can't I see the pending request?

Electronically submitted form submission and processing are not tracked online at this time. For any questions on your pending request, please contact customer service at .

How do I delete my online account?

If you no longer wish to have access to your policy online, please call customer service at to delete your online account.

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What documents do you need to process my claim?

In order to efficiently and accurately process your claim, we need the specific claim form and supporting documents to confirm the patient information, date of service, charge amount and procedure description and diagnosis (if applicable).

What documents are needed to establish proof of loss?

To establish proof of loss, the following two documents can be used:

Uniform Billing (UB-04) is a uniform billing claim form used by medical providers.

CMS 1500 is a form used by medical providers when submitting claims for reimbursement.

How long will it take to process my claim?

Claims will be acknowledged within 10 calendars days.

What are some common issues that delay claims processing?

Claims processing could be delayed when the incorrect date of injury is used, the injury description is incomplete and/or the required documents are not received. The required documents could include, but are not limited to: a signed authorization to obtain medical information, physician statement (section D & G), any necessary bills, reports or treatment codes.

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