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Customer Service Frequently Asked Questions

Here you will find answers to some frequently asked questions. If you don't find your question, please contact us.

What does a contract owner need to register for online services?

I am the trustee of a trust, which owns a contract. Can I register and log in to view the contract?

I forgot the username I used. How do I get that information?

I disabled my online account, but now I want to be able to see it online again. What do I need to do?

I forgot my password. How can I retrieve or reset it?

I am leaving my employer? Can I keep my contract?

If I change employers, can I still have the premium deducted from my paycheck?

How can I change my bank draft information?

How can I stop my recurring bank draft?

Can I make a payment over the phone or by using a credit or debit card?

I forgot to pay my bill on time. Do I still have time to make a payment? Do I have a grace period?

My contract is about to terminate. How can I keep it from terminating?

If my contract terminates, how can I put it back in force?

How do I change the beneficiary on my contract?

I don't see my beneficiary listed in the contract. Where can I find this?

How can I change my address or contact information?

How can I increase my life insurance coverage?

The Cost and Benefit page with my contract shows that after a certain number of years, I have no insurance. What does that mean?

Does my premium always stay the same, or could it increase?

Can I take a loan on my contract?

Will I receive a refund of all the premiums I have paid when I cancel my contract?

I just received my Annual Report/Summary of Policy Activity. What does this mean?

What does a contract owner need to register for online services?

The owner must provide a valid contract number and the last 4 digits of their social security number OR their complete social security number and date of birth. Then, a unique user ID must be entered that consists of a minimum of 6 characters (no special characters required) and a strong password that consists of a minimum of 8 characters, 1 uppercase letter, 1 lowercase letter, 1 number, and 1 special character. Note: Usernames and Passwords are Case-Sensitive.

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I am the trustee of a trust, which owns a contract. Can I register and log in to view the contract?

Due to privacy concerns, if the owner of the contract is an entity (i.e. Trust or Business), you cannot register for an online account.

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I forgot the username I used. How do I get that information?

Click on the "Forgot Username/Password" link on the Customer Web Portal login screen. Toggle "forgot my username" and enter the email address affiliated with the login credentials. The username will be sent to that address. Note: Usernames are Case-Sensitive.

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I disabled my online account, but now I want to be able to see it online again. What do I need to do?

If this action was done in error or if the customer wishes to reactivate their online account, our office will need a signed statement from the owner of the contract requesting to reactivate the account. Once we receive the signed statement (by mail or fax), the signature of the owner will be compared with the signature on file. Once this statement has been accepted AND approved, the Help Desk Administrator can reactivate the account.

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I forgot my password. How can I retrieve or reset it?

From the portal login screen, you will need to click the "Forgot Username/Password" link. Toggle "forgot my password" and enter your username and email address associated with your portal account. You can then either opt to answer the security questions set when your account was established and set a new password or you can have a temporary password sent to your email address. Note: Passwords are Case-Sensitive.

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I am leaving my employer? Can I keep my contract?

Yes! Your Texas Life contract is portable and yours to keep as long as you pay the premiums. The premiums can be paid by either bank draft or direct billing. Once we have received notice from your employer, a letter will be sent to you with the amount of premium due. At that time, you will have the option to set up an automatic draft through the Customer Web Portal or by submitting an Automatic Bank Draft form.

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If I change employers, can I still have the premium deducted from my paycheck?

If your new employer participates in the Texas Life payroll deduction plan and they agree to add your contract(s) to their payroll group, you will be able to continue premiums through their payroll deduction. Please contact your new employer to set up your deductions. If your new employer does not offer Texas Life payroll deductions, please contact our office to continue your coverage.

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How can I change my bank draft information?

You can change your bank draft information by logging into the Customer Web Portal. Once logged in, click on the 3 line icon in the left corner or the screen to display the menu options, select "Payment", and then select "Recurring Payment". Next, select "Change Payment Method" and follow the prompts. Once you have completed the update, you will receive a pop-up with a confirmation number. A confirmation email will be sent to the email address listed in your Customer Web portal account. Note: Loan repayment draft(s) can only be changed by contacting our office directly.

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How can I stop my recurring bank draft?

You can stop your recurring bank draft by logging into the Customer Web Portal. Once logged in, click on the 3 line icon in the top left corner of the screen to display the menu, click the "Payment" section, and then select "Recurring Payment". Next, select "Remove from Auto-Pay" and follow the prompts. Please allow a full business day for the change to be viewed in the portal. If your request is submitted after 5:30 pm CST the request will be effective the next business day. Note: Loan Repayment draft(s) can only be stopped by contacting our office directly.

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Can I make a payment over the phone or by using a credit or debit card?

Texas Life does not accept any payments via phone. We offer automatic or one-time bank draft payments from a checking or savings account using our Customer Web Portal. We hope to offer payment by credit/debit card in the future.

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I forgot to pay my bill on time. Do I still have time to make a payment? Do I have a grace period?

If your contract enters the grace period, you will receive a letter by mail indicating a lapse date. Depending on the type of contract you have, your grace period is either 31 days or 61 days. Refer to your contract to find the length of your grace period. Payments can be made on the Customer Web Portal or mailed to our office. If mailing your payment, please allow mail and processing time.

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My contract is about to terminate. How can I keep it from terminating?

You can make an online payment authorizing us to draft your bank account with either a one-time or a recurring draft. This payment must be submitted by 5:30 pm CST of the last business day prior to the lapse date. Also, a payment can be mailed overnight to us with a carrier such as UPS or FedEx. Send the payment to 900 Washington Ave., Waco, TX 76701. Call us immediately with the tracking number so we can stop the contract from terminating.

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If my contract terminates, how can I put it back in force?

Each insured must fully complete an Application for Reinstatement and Authorization Form and return them to us with the amount due. Please contact our office for the required forms. The contract will not be in force unless the application to reinstate is approved by our underwriters.

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How do I change the beneficiary on my contract?

You can change your beneficiary online through the Customer Portal by selecting the "Contract Changes" tab, select "Update Beneficiary", and follow the prompts. Upon successfully completing the required fields and answering the questions in the "ID Check" section, a new window will appear in your browser with the statement that a confirmation letter will be mailed for your records if you elected to sign the Docusign form.

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I don't see my beneficiary listed in the contract. Where can I find this?

The original beneficiary you designated when you applied for the contract can be found on your life insurance application which was enclosed with your contract. You can find the application near the back of your contract packet. If you have changed your beneficiary after you completed the application, your beneficiary will be found on the endorsement that was mailed after the change. The beneficiary designation is also listed in the Customer Portal. If you cannot locate your beneficiary, you may contact our office.

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How can I change my address or contact information?

Change your address by logging into the Customer Web Portal, send the update in writing, or contact our office. Once logged into the portal, click the "Edit" button in the Contact Info box. Once you have updated your address and/or phone numbers, click "Save".

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How can I increase my life insurance coverage?

If your contract was purchased through your employer, they will instruct you as to your company's enrollment/re-enrollment period when you can apply for additional coverage.

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The Cost and Benefit page with my contract shows that after a certain number of years, I have no insurance. What does that mean?

This does not mean your coverage ends. This indicates the end of your Guaranteed Premium period. At the end of the Guaranteed Period, the premium may go down, stay the same, or go up. This is explained in greater detail in your contract under The Limited Right to Partial Refund of Premium provision of your contract.

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Does my premium always stay the same, or could it increase?

Any changes in premium depends on depend on the type of life insurance product you purchased.

Our Flexible Premium Universal Life Insurance product purchased through an employer payroll deduction group has a Guaranteed Period based on the age at issue during which the premium will not change. After the Guaranteed Period, your premium may remain the same, it may go down, or it may go up. You can find information about the Guaranteed Period in your contract.

Our Limited Payment Whole Life Insurance product purchased through employer payroll deduction provides for guaranteed level premiums.

If your contract was not purchased through your employer's payroll deduction, please contact our office.

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Can I take a loan on my contract?

If you purchased a contract within the last three years, you may not have any cash value available for a loan. The primary purpose for your contract is to provide a death benefit to your beneficiary. Your contract will accumulate minimal cash value and may earn interest over the years. Contact our offices for more information.

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Will I receive a refund of all the premiums I have paid when I cancel my contract?

The owner will not receive a refund of premiums paid since Texas life would have provided a death benefit for your beneficiary had the insured died while the contract was active. If any cash value has accumulated in accordance with the provisions of your contract, it will be paid upon cancellation.

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I just received my Annual Report/Summary of Policy Activity. What does this mean?

This is a review of the last 12 months of activity on your contract. It shows the premium amounts received, the breakdown of the insurance costs and monthly expense charges, any interest earnings and the month ending total. You will receive a new report each year, following the contract anniversary date.

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