Customer Service FAQs
When I log in to the Customer Portal and agree to the “Consent to Conduct Business Electronically,” does it mean that I will no longer get paper statements and documents?
No, paper statements and regular correspondence will continue to be mailed to the address we have on record. When you agree to the Consent to Conduct Business Electronically, you are accepting that, as they become available, these documents will also be available for you to view online.
Is there a way for me to access and download forms online?
Yes, you can find Navy Mutual forms and documents here. Some forms may require you to log in to your Customer Portal to gain access.
Why are my beneficiaries not listed in the Customer Portal?
We are currently in the process of moving from paper to digital beneficiary records. To confirm your beneficiary designation, please contact us at CustomerService@NavyMutual.org or 800-628-6011.
Why can’t I see my spouse’s, children’s, and/or grandchildren’s polices in the Customer Portal?
You must be the owner of the policy to view it in the Customer 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 do I reset my Customer Portal username and/or password?
You can reset your Customer Portal username and/or password here.
Where do I send completed forms?
You can mail forms to:
29 Carpenter Road
Arlington, VA 22204
You can email forms to:
You can fax forms to:
703-945-1441 or 703-945-1442
Why is my plan decreasing?
Decreasing term plans were designed with a policy owner’s decreasing need for insurance over time in mind. As an individual pays off their debt and increases their assets and as children become less dependent on their parents, an individual’s need for protection decreases.
Decreasing term products are legacy products that are no longer available for purchase.
Will I get a 1099?
A disbursement from a life insurance policy or annuity may result in the policy owner or beneficiaries receiving a 1099.
Common reasons for receiving a 1099-R include surrendering a whole life insurance policy or annuity for its cash value, receiving payments from a SPIA or settlement option plan, and receiving a distribution from a Modified Endowment Contract (MEC). Loan transactions on MEC policies, including signed loans, Automatic Premium Loans, and interest rollovers will generate a 1099-R. Paying off a loan at the time of a 1035 exchange or paying off a loan as part of Reduced Paid Up benefit will also generate a 1099-R. You may receive a 1099-R if you receive distributions from Fixed Period, Life Income, and Single Premium Immediate Annuity plans.
You may receive a 1099-INT if you were the beneficiary of a life insurance policy and were paid any interest on top of the death benefit or if you receive payments from a SPDA quarterly interest plan. You may also receive a 1099-INT if you were paid interest on LTC contracts.
Recipients of disbursements from LTC contracts will receive both a 1099-LTC and a 1099-INT. The 1099-LTC will reflect the non-taxable basis portion of LTC payments. The 1099-INT will reflect the taxable interest portion of LTC payments.
What amount of money is immediately available to my beneficiaries upon my passing?
Upon notification of the insured’s death, Navy Mutual may release 10% of the death benefit up to $10,000 for immediate use.
Why did I receive an annuity payment increase?
On an annual basis, Navy Mutual may increase the payment amount of a settlement option annuity as a cost of living adjustment (COLA). COLA increases are determined based on current market rates and the product’s guaranteed rate.
How do I wire money to my annuity?
Contact Customer Service at 800-628-6011 for instructions on wiring money to your annuity.
Who can access policy information?
Only the policy owner or their active Power of Attorney can access policy information. The policy owner can give access to another party by completing a Limited Authorization Form. Please contact CustomerService@NavyMutual.org or call 800-628-6011 for help obtaining this form.
What are the differences between a policy owner, an insured, and a Member?
A policy owner owns a life insurance policy and has full access to making changes.
The insured is the individual whose life is insured by the policy.
A Member is an individual with active membership in Navy Mutual. To the extent permitted by law, officers and enlisted, regular or reserve, active, retired, or honorably discharged members of the Sea Services are eligible for Membership in the Association.
These designations are not mutually exclusive.
What is a Member Equity Account (MEA)?
Member Equity is your portion of the contingency reserve payable upon surrender or death. This amount is not guaranteed. It may increase or decrease depending upon the investment earnings, mortality, and overall market conditions affecting the Association.
I am the power of attorney for a policy and I need additional information about the policy. What do I need to do?
Contact Customer Service at 800-628-6011 and submit your power of attorney documentation to CustomerService@navymutual.org.
I am the owner of a policy, but I would like my spouse to be able to receive information. How can I ensure that they are authorized to call Navy Mutual and receive information about the policy on my behalf?
Complete and submit a Limited Authorization Form designating your spouse as an individual authorized to access information about your policy.
Is a notary required for a loan?
If there is an irrevocable beneficiary, then yes, a notarization is required.