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  • Life Insurance Claims FAQ

    Losing a loved one is difficult, which is why we work hard to make the claims process simple and straightforward. Still, we know you may have questions. Here are some of our most commonly asked.

    Click a question to expand.

    Claims Questions
    What steps can I expect to take to complete the claims process?
    1. First we’ll need to be informed of the death of the insured/annuitant.
    2. We can then verify who the proper beneficiaries are.
    3. We’ll reach out to beneficiaries and ask for them to complete a claim packet and provide any other required documents needed.
    4. Once all documents and forms are returned we’ll review.
    5. After reviewed claim will either be processed or we will contact you for additional information or documents.
    How soon will I receive my proceeds?
    Generally, the claims process takes about 2 to 3 weeks. Because the adjudication of each claim is different, we are unable to provide you with an exact time frame for when we will complete the processing of your claim. We are committed to processing your claim as quickly as possible and responding in compliance with state law.
    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 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.
    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 Analyst. 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.
    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 $10,000 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?
    Notify us at 1-800-424-1592 and 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 Analyst. 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 claims@protective.com 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 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 times 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?
    Life Benefits Department
    P.O. Box 10807
    Birmingham, AL 35202
    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.