Customer Service Frequently Asked Questions

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

I am leaving my employment. Can I keep my policy?

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

How can I change my bank draft information?

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 have a grace period?

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

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

How do I change the beneficiary on my policy?

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

How can I change my address?

I need to increase my coverage. What do I do?

I applied for more coverage, but the policy I received is not the total amount I needed. Why?

The Cost and Benefit page with my policy 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 policy?

Will I get a refund of all the premiums I have paid when I cancel my policy?

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


I am leaving my employment. Can I keep my policy?

Yes! Your Texas Life policy is portable and yours to keep as long as you pay the premiums. You can pay your premiums either by bank draft or by direct billing. A letter will be sent to you with the amount of premium due along with a bank draft authorization form. If you have any questions, please contact our Customer Service Department.

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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, you will be able to continue premiums through payroll deduction. Please contact your new employer to set up your deductions.

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How can I change my bank draft information?

Complete the Automatic Bank Draft Form and return it with a voided check from the new account. If you need to update your bank information, you must contact Customer Service. The update cannot be done through the Customer Portal.

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

Currently we do not offer the option to pay premiums over the phone or by using a credit or debit card, however we do offer automatic bank draft.

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

If your policy enters the grace period, you will be notified. Depending on the type of policy you have, your grace period is either 31 days or 61 days. Refer to your policy to find the length of your grace period.

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

There are two ways. One, you can make an online payment by authorizing us to draft your bank account with either a one-time or a recurring draft. Or two, you can overnight the payment 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 policy from terminating.

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If my policy 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. If you do not know the amount due, please contact our Customer Service Department. The policy 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 policy?

You can change your beneficiary online through the customer web portal by selecting the Policy Changes tab. Contact Customer Service for any questions.

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

The original beneficiary you designated when you applied for the policy can be found on your life insurance application which was enclosed with your policy. You can find the application near the back of your policy 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. You can also find your beneficiary designation in the Customer Portal. If you cannot locate your beneficiary, you may contact our Customer Service Department.

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How can I change my address?

Change your address on our online Customer Web Portal. You can also change your address over the phone or in writing.

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I need to increase my coverage. What do I do?

If your policy 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. Otherwise, contact our Customer Service regarding any options available to you.

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I applied for more coverage, but the policy I received is not the total amount I applied for. Why?

Under the terms of our agreement with your employer, there is a total maximum amount of coverage each employee may have. If you have a policy below the total maximum amount, you may apply for additional coverage. An additional policy will be issued for the balance of coverage for which you are eligible. Thus, you can have two or more active policies. If you apply for more coverage than allowed by the agreement, we will issue only the additional amount of coverage for which you're eligible in the second policy.

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The Cost and Benefit page with my policy 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 policy under The Limited Right to Partial Refund of Premium provision of your policy.

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

It depends 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 policy contract.

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

If your policy was not purchased through your employer's payroll deduction, please contact our Customer Service Department.

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Can I take a loan on my policy?

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

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Will I get a refund of all the premiums I have paid when I cancel my policy?

Since Texas Life has provided a death benefit for your beneficiary, you will not get a refund of premiums you have paid. You will receive any cash value available in accordance with the provisions of your policy.

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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 policy. 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 policy anniversary date.

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