Customer Service FAQs

Customer Service FAQs

What are my premium payment options?

You can pay your premiums in a few different ways:

  • Pre-Authorized Checking (PAC), also known as the “QuickPay” Electronic Deduction
  • Credit card
  • Government allotment
  • Direct billing on a quarterly, semi-annual, or annual basis
  • eBilling
How can I pay my bill online?

You can set up online bill payment in the . To learn more, download the Premium Payment Options guide.

Why is my bill not showing up?
A bill will not show up until it is due. In addition, you will not receive a bill if you select PAC or Government Allotment as your premium payment option.
Can I set up an automatic premium payment with my credit card?
Unfortunately, not at this time.
How do I sign up for eBilling?

You can set up eBilling in the .

What is a Modified Endowment Contract (MEC)?
A MEC is a life insurance policy that is not tax deferred because it has been funded with more money than allowed under federal tax laws.
Where do I send completed forms?
You can mail forms to:
Navy Mutual
Henderson Hall
29 Carpenter Road
Arlington, VA 22204

You can email forms to:

Or, you can fax forms to:
703-945-1441 or 703-945-1442

Does a term life insurance policy have a cash value? Does it automatically renew at the end of the term?
No, this type of policy does not have a cash value, nor does it automatically renew.
How can I obtain a copy of my life insurance policy?

Simply contact us and we’ll be happy to send a copy to the policyowner.

Why are my beneficiaries not listed in the Member Portal?

We are currently in the process of moving from paper to digital beneficiary records. To confirm your beneficiary designation, please contact us.

How do I change a beneficiary?
Keeping your beneficiary designation up to date is important. You can submit a beneficiary change in the or download a Change of Beneficiary Form.
Why can’t I see my spouse’s, children’s, and/or grandchildren’s polices in the Member Portal?
You must be the owner of the policy to view it in the Member Portal.
Should I inform Navy Mutual of a divorce?
Yes, especially if a Navy Mutual policy is mentioned in your Decree or Property Settlement Agreement.
How much must I pay toward an outstanding policy loan?
You are not required to make payments toward the loan principal. However, you need to make interest payments. Otherwise, interest accrues throughout the year and is added annually to the loan balance. This may cause the policy to lapse if the loan balance exceeds the cash value of the policy.
What is the maximum amount in Paid-Up Additions I can purchase?
Paid-Up Additions (PUA) are subject to a maximum of three times the base annual standard premium after the issue date per policy. The total lifetime maximum of a PUA is $500,000.
How do I reset my Member Portal username and/or password?
You can reset your Member Portal username and/or password here.