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Claims frequently asked questions

When you’re ready to make a claim, we understand you may have many questions. This list covers the questions we hear most often.  
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Life insurance claims frequently asked questions

Claims Questions

How does the claims process work? What steps do I need to take?
    1. Notify us of the death of the insured/annuitant via this website or the phone.
    2. We will then verify the beneficiaries.
    3. We’ll reach out to beneficiaries and ask them to complete a claim packet and provide any necessary documents.
    4. Once all documents and forms are returned, we’ll review the claim.
    5. After review, we’ll either process the claim or contact the beneficiary for any additional information needed.
How soon will I receive my proceeds?
Generally, the claims process takes about two to three weeks. Because each claim is different and sometimes there are state regulations that may require additional processing time or adjudication, we are unable to provide an exact timeline for your specific claim. But please know that we are committed to processing your claim as quickly as possible and will be happy to update you on the status at any time.
What is a certified death certificate and where can I get one?
A certified death certificate is a copy of a death certificate that is guaranteed to be a true and exact copy of the original. You can obtain a certified death certificate at a court or government agency (i.e. a town or city hall) or the State Department of Vital Statistics. Your funeral home may also be able to help you get a copy if you are still in the process of making final arrangements.
What interest rate will I receive on the proceeds?
Interest will be paid at such a rate as is required by the Contract or State Law, whichever is greater.
What is the IRS Form 712 and when is it needed?
The IRS Form 712 is a statement that provides Life Insurance Policy values as of the date of an insured’s or policy owner's death, or at a time a Life Insurance Policy is transferred as a gift. The IRS requires that this statement be included when an estate (or gift) tax return is filed.
How do I obtain an IRS Form 712?
Call our customer service number at 1-800-424-1592 and state that there has been a death of one of the parties involved in the policy and you require a Form 712.
What do I do if the insured has died outside of the US?
Call us at 1-800-424-1592 and ask to speak to a Claims Specialist. You will be required to send the official death certificate issued in the country where the death occurred, a completed Death of a US Citizen Abroad Questionnaire and Proof of Death, and a statement from the local doctor who certified the death.
Do I have to pay taxes on this death benefit?
Normally, taxes are payable only on the interest paid on the death benefit proceeds or on the gain on an Annuity Contract. We urge you to consult with a tax professional if you are concerned these benefits may be taxable to you.
What is an Immediate Benefit Account or Retained Asset Account?
The Immediate Benefit Account (IBA) is a retained asset account that offers a convenient way to access your money, earn interest and take your time to make investment decisions. An IBA is an interest-bearing draft account (similar to a checking account) for your benefit. With an IBA you can receive a personal checkbook and write checks to third parties, including individuals, stores, creditors, banks, brokerage firms and other financial institutions. You can also write a check to withdraw your entire balance and close your account at any time.
If your Life Insurance benefit amount is $25,000 or more and if you reside in a state where they are allowed, you may elect to receive your benefit through an IBA. To determine if an IBA is available for your claim or to get additional information, please call 1-800-424-1592.
What do I do if I have a Survivorship Policy and one person dies?
You may notify us online or call us at 1-800-424-1592 to submit a certified death certificate. 
What is a contestable Life Insurance claim?
A claim is considered contestable if the insured dies within a 2-year period of the issue date of the policy. Generally we complete a routine investigation to verify the information provided at underwriting. We try to complete the investigation as quickly as possible and keep the beneficiary informed of our progress.
What are Letters Testamentary/Administration?
Letters Testamentary/Administration is a document appointing the administrator or personal representative of a decedent’s estate. They are usually issued by a Probate Court.
What do I do if the estate is not being probated?
Call us at 1-800-424-1592 and ask to speak to a Claims Specialist.  We will advise you to complete an affidavit or guide you to have the estate probated.
Why do you need trust pages if I am certifying that I am the trustee?
Normally a copy of the pertinent pages is required if there has been a change of Trustee from what is shown on our records.
How do I start the claims process?
You can start the claim process by filling out the "Start A Claim" form that can be found here.
Where do I submit information for my existing claim?
For the fastest turnaround on claims less than $500,000, you can email your completed claim paperwork to or fax it to 205-268-6833.
If your claim is more than $500,000 or you would prefer to physically mail the paperwork, our address is
P.O. Box 12486
Birmingham, AL 35202

Disability claim frequently asked questions

What is the purpose of disability insurance?
The purpose of disability insurance is to replace the lost income from work if you become disabled and are unable to work.
What is the elimination period?
An elimination period is the amount of time you must be continuously disabled before you are eligible to receive benefits. The disability insurance policy rider will specifically define the time period.
What is the benefit amount I will receive if I am disabled, and for what length of time will I receive it?
You can find the amount of the payments and the duration of coverage specified in your policy.
How do you determine if I am disabled?
The description of exactly what constitutes a disability is contained in your policy. While the analysis of determining someone's disability status is very complex, it often involves the review of your job description, earnings history, medical records and restrictions and limitations imposed on you by your physician.
Where do I mail my information for my disability claim?
Claims Administration
P.O. BOX 7048
Bedminster, NJ  07921
Or fax your information to 908-660-4589
What do I need to do if I have additional questions?
Please review your policy and/or rider provisions. Call us at the Claims Service Center at 1-800-424-1592, and we will be glad to help answer any questions.
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Ready to start a claim?

To begin a claim, notify us with the link below or call us at 1-800-424-1592. Our claims team is available Monday through Thursday 7 a.m.–6:30 p.m. and Friday 7 a.m.–5:30 p.m. CST.  
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Additional resources

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Grief resources
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Already filed a claim?
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What to do when a loved one dies
Neither Protective nor its representatives offer legal, investment, or tax advice.  We encourage you to consult your financial advisor and legal or tax advisor regarding your individual situations before making investment, social security, retirement planning, and tax-related decisions.