Customer Support Contacts & FAQ

Call Us

You can call our Customer Service Representatives Monday thru Friday at 800.369.3990 from 8 a.m. to 5 p.m. Central Time CT

Email Us

To contact us by email, please send your message to service@fidelitylife.com.

Unsubscribe

If you wish to unsubscribe or opt-out from receiving any future offers or marketing emails, you can review the How to Opt-Out form here or simply click this link to unsubscribe

Write to Us

General written correspondence can be mailed to:

Fidelity Life Association
P.O. Box 5030
Des Plaines, IL 60017

For overnight deliveries, our office address is:

Fidelity Life Association
8700 W. Bryn Mawr Avenue 
Suite 900S
Chicago, IL 60631

For any mailed requests, please include:

  • The policyowner’s name, insured's name, policy number and contact information.

Our Fidelity Life Association Customer Service Representatives can only provide policy information over the phone to policyowners or someone the policyowner has designated (with written permission noted in the policy holder’s account) to receive information.

New Coverage

Can I apply for a Fidelity Life policy on this website or secure a quote?

We market our products through a national network of agents. For a referral to one of our agents, please email sales@FidelityLife.com or talk to an agent by calling 800.482.6616, Option 4. Agents are available Monday through Thursday from 8 a.m. - 9 p.m. CT and Friday from 8 a.m. - 7 p.m. CT.

You could also start the process online by simply clicking on our Get a Quote link from our Customer Center. Not all life insurance products are available in all states. Fidelity Life Association is licensed in all states and the District of Columbia, except for Wyoming and New York. Our NAIC number is 63290.

Policy Questions and Policy Changes

I have lost my policy. Can you provide me with a certificate of coverage?

Please contact Fidelity Life Customer Service by email at service@fidelitylife.com or call them at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

My policy has lapsed, and I want to reinstate the coverage. How can I do this?

Please contact Fidelity Life Customer Service by email at service@fidelitylife.com or call our Customer Support team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

How do I make changes to information on my policy (such as name change, or address updates or change of beneficiaries)?

You can make any of these changes by downloading the Fidelity Life - Service Request Form here or in our Customer Account Forms section and submitting a completed one to us. If you have any questions, please call our Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT

As an added convenience, if you are registered for online customer account access for your established Fidelity Life policy, you can make some of these changes (address, email or phone number) yourself. To register, simply visit our Customer Account Log In page to access our secured website link. If your policy has been recently approved, please allow a few business days for your policy information to be accessible through our secured website.

How do I change the policy owner designation on my policy?

You will need to complete the Fidelity Life - Ownership Change Request Form and submit it to us to make this update to your policy. You can download the  Ownership Change Request Form here or in our Customer Account Forms section. If you have any questions, please call our Fidelity Life Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

If I’m married, do I need spousal consent to make changes to my policy?

You should check your policy or contact your agent or customer service representatives to confirm any requirements. However, if you are a resident in a community property state (AZ, CA, ID, LA, NV, NM, TX, WA or WI), all policy benefit changes do require spousal consent. If you live in one of those locations, or it’s a requirement in your policy, please understand that we cannot process your policy changes without your spouse’s signature.

If you have any questions, please call our Fidelity Life Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

I have a rider benefit on my policy and would like to have it removed. How can I do this?

Please contact our Fidelity Life Customer Service team via email at service@fidelitylife.com or call them at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CST.

How do I collaterally assign my policy?

You will need to complete the Fidelity Life - Assignment of Policy as Collateral Security Form and submit it to us to make this change. You can download the Assignment of Policy as Collateral Security Form here or in our Customer Account Forms section. If you have any questions, please call our Fidelity Life Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

How do I request a loan, partial withdrawal, surrender or dividend option change on my policy?

You will need to complete our Loan/Withdrawal Surrender Form and submit it to us to make this change. You can download the Loan//Withdrawal Surrender Form here or in the Customer Service Forms section. The policy packet should be returned with a surrender request or the policy owner must destroy the policy. If you’re the policyholder and reside in a community property state (AZ, CA, ID, LA, NV, NM, TX, WA or WI), your spouse’s signature is required.

NOTE: Fidelity Life Association will not accept emails or phone calls to surrender, cancel or request a free look period on a policy since we would not be able to verify the identification of the sender or the caller. 

What is a 30-day, free look period for my policy? How do I request one?

A free look period is a designated time during which the policy owner is able to conduct a more in-depth review of his or her insurance policy. During this timeframe, you can ask your agent important questions that you may not have originally considered, get more clarity about the details of the terms and conditions - and better ensure it meets your needs.

At Fidelity Life Association, we want you to be satisfied with your policy. The policy owner may, within 30 days after it is delivered, return the policy to our Home Office or to the agent who sold the policy and will receive a full refund of any premiums and fees that have been paid to us. Once returned, the policy will be void from its beginning. If a policy was destroyed or lost, the policy owner should send a letter of instruction requesting the free-look period.

Both methods require the signature of the policy owner along with a current date. If you’re the policyholder and reside in a community property state (AZ, CA, ID, LA, NV, NM, TX, WA or WI) your spouse’s signature is required.

If you have any questions, please contact our Fidelity Life Customer Service team via email at service@fidelitylife.com or call them at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

How do I cancel my policy coverage?

You can cancel your policy by submitting a written, dated and signed request to the Fidelity Life Customer Service team. The policy packet should be returned with a cancellation request, or you must destroy the policy. If you are the policyholder and reside in a community property state (AZ, CA, ID, LA, NV, NM, TX, WA or WI), your spouse’s signature is required. 

If you have any questions, please contact our Fidelity Life Customer Service team via email at service@fidelitylife.com or call them at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

Why am I asked to return or destroy my policy if I am requesting to cancel, use the free look option or surrender my policy?

If the policy was not destroyed or returned at the time of cancellation, surrender or at the time of a free-look, and the insured passed away, the policyholder’s beneficiaries may find the policy packet in the insured’s personal effects and believe they can make a death claim. If you have any questions, please call our Fidelity Life Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

Premium Payments and Billing Information

How do I change the way that I pay my premiums, such as change of bank account information - or change of credit card information?

You can use our Premium Payment Option Form and submit it to us to make this change in your account. You can download the Premium Payment Option Form here or in our Customer Account Forms section. If you have any questions, please call our Fidelity Life Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

**Recurring payment options: If you have an existing credit card on file for recurring payments and want to change to a different one, or if you have a recurring electronic funds transfer set up with one bank account number (but want to use a different bank account number), you should be able to make some of those updates yourself online. Simply register and access your policy information through our Customer Account Log In page. 

Premium Payment Options and Frequency

Do you accept credit or debit cards?

Fidelity Life Association accepts Visa, MasterCard, Discover and American Express credit and debit cards. Monthly, quarterly, semiannual and annual policy payment options are available with either option. Should you need to make an immediate or interim payment, you can also choose to use your credit or debit card for a one-time payment. (Please note pre-paid credit cards may be declined.)

If you have any updates or changes to your credit or debit card billing, please call our Fidelity Life Customer Service team for assistance Monday through Friday at 800.369.3990 from 8 a.m. to 5 p.m. CT. The policy payment will draft on the evening of the designated bill/draft date. However, it may take an additional 1 to 3 business days for the withdrawal to appear in your financial institution account. We do not sent billing reminders on policies using credit/debit cards for premium payments.

**Recurring payment options: If you have an existing credit card on file for recurring payments and want to change to a different one, you should be able to make that update yourself online. Simply register and access your Fidelity Life policy information through our Customer Account Log In page. 

Can I set up an Electronic Fund Transfer (EFT, ACH or Bank Draft?

Yes. If you are the policy owner, you can set up an electronic funds withdrawal from your checking or savings account. Monthly, quarterly, semi-annual and annual policy payment options are available. You simply need to access a Premium Payment Option Form here, complete and submit it. You could also provide a signed letter of instruction to do this with a voided check. 

The policy payment will draft on the evening of the designated bill/draft date. However, it may take an additional 1 to 3 business days for the withdrawal to appear in your bank or other financial institution account. If you have any questions, please call our Fidelity Life Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

**Recurring payment options: If you have an existing recurring electronic funds transfer set up with one bank account number (but want to use a different bank account number), you should be able to make that update yourself online. Simply register and access your Fidelity Life policy information through our Customer Account Log In page. 

Can I receive a direct bill for my policy premium payment?

Yes. Direct billing can occur on a quarterly, semiannual or annual basis if that’s what the “payer” (the person paying for the policy) prefers. Once the policy is inforce (active) though, the “payer” or agent may request a change to the direct bill option. Fidelity Life Association does not offer a monthly direct bill option. If you have any questions, please call our Fidelity Life Customer Service team at 800.369.3990, Monday through Friday from 8 a.m. - 5 p.m. CT.

Why is my monthly premium amount greater than the annual premium divided by 12 months?

Paying for your policy annually is the least expensive payment option. All other payment frequency options (monthly, quarterly and semi-annual) have a small administrative fee added to the premium payment amount. (Please refer to your policy for more details.)

What if I want to mail my policy premium payments directly?

You can send your payments with your policy account reference to: 

Fidelity Life Association
75 Remittance Drive, Suite 6431
Chicago, IL 60675-6431

When do you send my premium billing?

For policies on direct bill, billing notices are sent 21 days in advance of the premium payment due date. If you missed a payment, a reminder notice is then sent 10 days after your initial due date.

Death Claims

How do I submit a claim?

A beneficiary, or someone acting on behalf of the beneficiary, can access the appropriate state Claim Form here and submit a completed form, with a certified death certificate, to our Customer Service team. The form is also available in our Customer Account Forms section. Should you have any questions, you can contact our Fidelity Life Customer Service team for assistance Monday through Friday at 800.369.3990 from 8 a.m. to 5 p.m. CT.

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