Customer Service FAQs

Yes! You can give your life insurance policy to someone else if you want. This is called a “change of ownership.” However, the policy holder would lose all rights to the policy.

To do it, you’ll need to fill out the Change of Ownership form. Click here to download it. Fill out the form and get it back to us via email, or mail.

By email: [email protected]

By mail: Boston Mutual Life Insurance Company, 120 Royall Street, Canton, MA 02021

Once you send in the form, you might wonder: “Has my ownership change been processed yet?” So you know, changes take about 21 business days.

Want more coverage?

While you can’t add extra coverage to an existing policy, you can apply for a new policy to increase your protection.

To do so, you’ll need to apply through a licensed agent. (FYI, you must be 80 or younger to apply.)

If your policy is through your workplace, you may need to wait for the next enrollment period. (If you’ve left your job, we can refer you to the right person to help.)

Yes! In many cases, you can switch your term life insurance to a policy where coverage stays in place for as long as you choose to keep it active.

To do that, you’ll need to talk to an insurance agent.

They’ll help you:

• – Check if your current policy allows this kind of switch.
• – Explain how it works.
• – Help you apply.

 

Want to talk to an agent?

Click here to get started.

Yes, in some situations. Many policies allow you to apply to reactive your coverage if it was cancelled due to missed payments.

How it works:

• – The time you have to do this depends on the type of policy and how long it’s been inactive. We follow the rules based on the policy.
• – We’ll send you a form to fill out and let you know how much money is needed to restart your coverage.

Yes. To obtain a copy of your policy you must complete the Policy Info Change form. Click here to download it. Fill out the form and get it back to us via email, or mail.

By email: [email protected]

By mail: Boston Mutual Life Insurance Company, 120 Royall Street, Canton, MA 02021

Please be aware a lost policy certificate can be ordered at no cost. If you wish to obtain a duplicate copy of a complete policy, there is a $10 charge that must be mailed with your Policy Information Change Form request.

It’s easy! You just need to fill out a form.

You can use it to:

• – Change your name
• – Update your mailing address
• – Fix or update your date of birth or Social Security number
• – Add or change your email or phone number

 

It helps us keep your policy up to date and make sure you get important info on time.

Need the Policy Info Change Form? Click here to download it. Fill out the form and get it back to us via email, or mail.

By email: [email protected]

By mail: Boston Mutual Life Insurance Company, 120 Royall Street, Canton, MA 02021

Remember, the form needs to have an ink signature for us to make these changes.

Did you know that you can change how often you pay for your life insurance? You can switch to the option that works best for your budget!

You can choose to pay:

• – Once a year (Annual)
• – Twice a year (Semi-Annual)
• – Every 3 months (Quarterly)
• – Every month (Monthly, by automatic bank draft — also called Electronic Funds Transfer or EFT). To set up monthly payments, you’ll also need to fill out an EFT form to connect your bank account.

 

Click here to download the Mode Change form.

Click here to download the Electronic Funds Transfer (EFT) form.

Fill out the form and get it back to us via email, or mail.

By email: [email protected]

By mail: Boston Mutual Life Insurance Company, 120 Royall Street, Canton, MA 02021

A beneficiary is the person (or people) who gets cash if you were to pass away.

You can change who gets your life insurance money by filling out a Change of Beneficiary form. Click here to download it. Fill out the form and get it back to us via email, or mail.

By email: [email protected]

By mail: Boston Mutual Life Insurance Company, 120 Royall Street, Canton, MA 02021

We are here to help. Let us know if you have any questions.

Yes! You can add a secondary beneficiary to your policy.

To be clear, the primary beneficiary is first in line to receive the money. The secondary beneficiary is the backup, in case the primary can’t receive it.

You can change who gets your life insurance money by filling out a Change of Beneficiary form. Click here to download it. Fill out the form and get it back to us via email, or mail.

By email: [email protected]

By mail: Boston Mutual Life Insurance Company, 120 Royall Street, Canton, MA 02021

You can change who gets the life insurance money when the insured person passes away. You can:

• – Add a new beneficiary
• – Change a current beneficiary
• – Add a backup beneficiary (called a secondary beneficiary)

 

It’s important to keep this information up to date — especially after big life changes like marriage, divorce, or having a child.

Need the Change of Beneficiary form? Click here to download it. Fill out the form and get it back to us via email, or mail.

By email: [email protected]

By mail: Boston Mutual Life Insurance Company, 120 Royall Street, Canton, MA 02021

Yes! If your policy has built up cash value, you can borrow some of that money.

This is called a loan. You don’t have to cancel your policy, but:

• – You will be charged interest (usually 8% per year).
• – Any money you borrow (plus the interest) will be taken out of the policy payout when a claim is made.
• – You don’t have to pay taxes on the loan.
• – Only the policy owner can request a loan.
• – BONUS! It won’t show up on your credit report.

 

When do I need to fill out a loan form?

You may need a form if:

• – You changed your address recently
• – The policy was issued within the last 30 days and already has a loan
• – You live in a community property state
• – The policy was bought for a child and now belongs to that child
• – You’re in bankruptcy
• – You’re borrowing over $4,800 (or over $2,400 in New York)

 

Need help or not sure if you need a form? Give us a call — we’re happy to help! 800-669-2668

We’re not allowed to send life insurance loan money by direct deposit — it has to be mailed as a physical check.

Why?
Life insurance loans are different from regular bank loans. You’re borrowing from your policy, not just taking out cash. Because of that, the law requires us to send a check instead.

This helps:

• – Make sure the right person is getting the money
• – Keep clear records for your policy
• – Follow rules that protect your benefits

We know checks feel old-school, but this step keeps things secure and legal.

Before You Request a Check:

1. 1. Call us at 800-669-2668 to find out how much you can borrow
2. 2. Fill out the Request for Funds form completely, including the bankruptcy section

3. Sign everywhere required so we don’t have to send it back for missing info

If you don’t pay back the loan, it’s okay — but it does affect your policy.

Here’s what happens:

• – The loan amount (plus any interest) will be taken out of the money paid when someone files a claim.
• – If you don’t pay the interest, it keeps adding to the loan — kind of like a snowball.
• – If the loan ever gets bigger than your policy’s cash value, your policy will cancel itself — and you’ll lose your coverage.

 

So, while you don’t have to repay the loan, it’s a good idea to keep an eye on it.

Yes. The loan interest notice is mailed along with the annual statement each year in the policy’s anniversary month.

Yes — you can choose to “surrender” (or cancel) your policy and take the cash value.

But before you do, ask yourself this:
If something happened to you tomorrow, would your loved ones have the money to cover your final expenses — or would they be left to figure it out alone?

Here’s what to know:

• – The cash value is like the savings or equity inside your policy.
• – If you take all of it, your policy will end — and you’ll no longer have life insurance.
• – If you want to keep your coverage, some cash value must stay in the policy.

 

So yes, surrendering is an option. Just make sure it’s really the right one — for you, and for the people who would be left to carry the cost.

Have questions or second thoughts?
We’re here to help you think it through. Call us at 800-669-2668 and we’ll walk you through your options.

Think of term life insurance like car insurance — you’re covered during the term, but you don’t get money back unless a claim is made.

Term life insurance doesn’t build cash value, so you can’t borrow from it or cash it out.

Here’s why:

• – Term life is temporary coverage that lasts for a set number of years (like 10, 20, or 30 years).
• – It’s designed to pay a death benefit if the insured person passes away during the term.
• – Because it doesn’t grow any savings or “equity,” there’s no cash value to take out.

You can make a payment in a few easy ways:

• – Online – Pay with a card or bank account
• – By phone – Call us at 800-669-2668
• – By mail – Send a check using the payment slip that came with your bill

 

Have more questions? Give us a call at 800-669-2668.

Yes! If you own your policy, you can set up automatic monthly payments from your bank. This is called Electronic Funds Transfer (EFT).

Here’s how it works:

To start EFT, you’ll need to send in a form the first time.

After that, if your bank info changes, you can usually just call us to update it — no new form needed in most cases.

Need the EFT form? Click here to download it.

Or call us at 800-669-2668, and we’ll help set it up.

Maybe! Some policies give you a grace period, which is extra time (usually around 30 days) to make a payment without losing your coverage.

Here’s what to know:

• – If you’re within the grace period, you’re still covered — just make the payment as soon as you can.
• – If you’re past that window, your policy might have lapsed (ended), but we may still be able to help you get it back.

 

Not sure where you stand? Call us at 800-669-2668 — we’ll look up your policy and let you know what options you have.

Don’t worry — missing one payment doesn’t always mean your policy ends right away.

Most policies come with a grace period (usually about 30 days). That means:

• – You still have coverage during that time.
• – If you make the payment within the grace period, your policy stays active.

 

But if the payment isn’t made by the end of that window, your policy may lapse (which means it ends), and you could lose your coverage.

Not sure if you’re still in the grace period? Give us a call — we’ll check and help you figure out your next step. 800-669-2668

Call our Conservation team at 800-669-2668. We’re happy to walk you through your options.

The person listed on the policy to get the money (called the beneficiary) is the one who should file the claim.

Here’s how it works

What the beneficiary needs to do:

• – Fill out the claim form and sign it [download here]
• – If the death was from an accident, also fill out the Accidental Death Claim Form (Include any police or accident reports.)

 

If there’s more than one beneficiary:

• – Use the Additional Beneficiary Form for the second person and beyond [download here]
• – Each person needs to fill out their own form

 

If the policy came through work:

• – Someone at the employer’s office may need to fill out a form too
• – We might also ask for copies of paperwork from when the person signed up for the policy

 

Not sure what you need? Call us — we’ll help you step by step.

The person who owns the policy (the policyholder) is the one who should file the claim.

They’ll need to:

• – Fill out the disability claim form [download here]
• – Include any medical documents we ask for
• – Sign the form and send it back

 

Need help or not sure what to send? Call us — we’ll walk you through it!

How do I get the right Disability Insurance form?

To give you the right form, we’ll need your policy number.

Have your policy number?
Enter it here to get the correct form.

Not sure which form you need, or don’t have your policy number?
Call our Claims Services team at 800-669-2668 — we’re happy to help!

To file a claim for a serious health condition, you’ll need to choose the right Critical Illness claim form based on the diagnosis.

Pick the condition that matches your diagnosis:

• – Heart attack (Form 916-722) [download here]
• – Stroke (Form 916-714) [download here]
• – Cancer or skin cancer (Form 916-709) [download here]
• – Kidney failure (Form 916-713) [download here]
• – Alzheimer’s (Form 916-712) [download here]
• – And many more (see full list in the dropdown menu)

 

Don’t know which form to use? Call us at 800-669-2668 and we’ll help you choose the right one.

Once you have the correct form:

• – Fill it out completely
• – Attach any required medical documents
• – Send it using the instructions on the form

If you’ve been injured in an accident or recently completed a routine health screening, this is where you start. These forms help you file a claim for covered benefits — whether it’s for a broken bone, an ER visit, or a checkup like a mammogram or blood test. Not sure which form you need? We’re here to help. Just call us at 800-669-2668 and we’ll walk you through it.

Accident Claim Form (916-901) [English] [Spanish]
Use this form if you were injured in an accident and need to file a claim for covered benefits (like broken bones, ER visits, or stitches).

Health Screening/Wellness Rider Claim Form (916-702) [English] [Spanish]
Use this form to request a benefit payout for a routine health screening or wellness visit (like a physical, mammogram, or blood test), if your policy includes a wellness rider.

Need help or not sure which one to choose?
Call us at 800-669-2668— we’re happy to walk you through it.

Losing a loved one is hard enough — we’re here to help make the next steps as easy as possible. These forms are for beneficiaries who need to file a life insurance or accidental death claim. The kit outlines exactly what to include, like a death certificate and photo ID, and tells you what to do if there are multiple beneficiaries. Questions? We’re just a phone call away.

 

Life & Accidental Death Benefit Kit (916-700) (Also available in Spanish)

Use this kit if the insured person has passed away. If the death was due to an accident, this kit includes the additional forms you’ll need.

What to Include:

• – Certified death certificate
• – A copy of your photo ID
• – Accident or police reports, if death was accidental
• – The completed claim form
• – Employer’s Statement (if the policy was through work)
• – Any enrollment or beneficiary change forms, if available

 

If there is more than one beneficiary, each person must complete their own form [download here] or use the Additional Beneficiary Form. [download here]

Once you have the form:

• – Fill it out completely
• – Attach any required medical documents
• – Send it using the instructions on the form

 

Or, call us and we will walk you through everything: 800-669-2668

Disability & Chronic Illness Claim Kits

Disability Income / Waiver of Premium Claim Kit (916-703) (Also available in Spanish)

Use this kit if the policyholder becomes disabled and wants to:

• – Request monthly disability income
• – Ask to pause premium payments while unable to work

 

What to Include:

• – Completed claim form [download here]
• – Doctor’s statement or medical certification of the disability
• – Employer/job information (if required)
• – Photo ID
• – Any relevant medical records or diagnosis paperwork

 

Once you have the form:

• – Fill it out completely
• – Attach any required medical documents
• – Send it using the instructions on the form

 

Or, call us and we will walk you through everything: 800-669-2668.

Catastrophic Loss / Chronic Illness Claim Kit (916-727) (Also available in Spanish)

Use this form [download here] if your policy includes benefits for:

• – Chronic illness
• – Severe disability
• – Catastrophic loss rider coverage (such as needing help with daily activities)

 

What to Include:

• – Completed claim form [download here]
• – A detailed doctor’s statement or care plan
• – A copy of your photo ID
• – Documentation showing limitations with daily living activities

 

Once you have the form:

• – Fill it out completely
• – Attach any required medical documents
• – Send it using the instructions on the form

 

Call us and we will walk you through everything: 800-669-2668.

Our Customer Services team is more than happy to assist you with your questions. Please feel free to email us at [email protected].

You can also call our Client Services department at 1-800-669-2668 between 8:00 a.m. and 5:00 p.m. EST to speak directly with a representative. You can select option 1 for assistance with a form, or option 2 for all other inquiries.