Customer Service FAQs

Log in to the Customer Portal by visiting members.navymutual.org and click on the specific policy you’re interested in viewing. Beneath the “Summary” tab, you will see “Beneficiaries.” Clicking on “Beneficiaries” will allow you to view the name of the policy’s beneficiaries, whether a beneficiary is designated as primary or contingent, and their share of the death benefit.

To make changes to your beneficiary designations, you can download a Change of Beneficiary Form from the Customer Portal, found in the “Resources” section. Return instructions are listed on the form.

You must be the owner of the policy to view it in the Customer Portal.

Depending on your circumstances, your spouse may have a legal interest in your policy. It’s wise to review your beneficiary designations prior to finalizing your divorce, and to notify Navy Mutual and submit a copy of your divorce decree and property settlement agreement to Navy Mutual. However, because state laws vary and divorce decrees and property settlement agreements can affect policy rights, we recommend consulting your legal adviser about your individual situation.

You can reset your Customer Portal username and/or password through the “Forgot Password” link on the Customer Portal log in page or by calling a Customer Service Representative at 800-628-6011.

Each form lists specific instructions for its return, but generally you can mail forms to Navy Mutual (P.O. Box 5769, Fredericksburg, VA 22403) or fax forms to 703-945-1441. If you’re unsure of how to return a form or are returning a form that contains sensitive information, you can contact Customer Service by calling 800-628-6011 or emailing customerservice@navymutual.org to ask for a secure transmission method.

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, or 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 in addition to 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 a whole life policy.

Recipients of Terminal Illness Option (TIO) and Chronic Illness Option (CIO) payments will receive both a 1099-LTC and a 1099-INT. The 1099-LTC will reflect the non-taxable basis portion of TIO or CIO payments. The 1099-INT will reflect the taxable interest portion of these payments.

If you receive a 1099 from the IRS and don’t know why, you can get more information by calling a Customer Service Representative at 800-628-6011. Note that Navy Mutual cannot provide tax advice, so please consult a qualified tax professional about your individual tax situation.

Upon notification of the insured’s death, Navy Mutual may release 10% of the death benefit up to $10,000 for immediate use, subject to applicable policy terms, claim requirements, and verification.

Navy Mutual’s Annuity Specialist can provide instructions on wiring funds to an annuity during the purchase process. If you are looking to add funds to an existing contract, please call Customer Service at 800-628-6011 for wiring instructions.

The policy owner and/or their active power of attorney can access policy information. The policy owner can give access to policy information to a third party by completing and submitting an Appointment of Information Agent Form. You can access and download the Appointment of Information Agent Form by visiting the “Resources” section of the Customer Portal and return it via mail, email, or fax following the instructions listed on the form.

The Appointment of Information Agent Form only allows a third party to obtain policy information. It does not authorize the third party to make policy changes. Only the policy owner or a designated power of attorney can make changes to the policy.

The policy owner owns the life insurance policy and has full access to making changes.

The insured is the individual whose life is insured by the policy.

The beneficiary is the person or entity that will receive the policy’s benefit upon the death of the insured.

The policy owner and insured may be the same individual. The policy owner and the beneficiary may also be the same individual on a policy insuring someone else, subject to applicable policy terms. The beneficiary receives the policy benefit upon the insured’s death and therefore cannot be the insured.

If applicable to the policy, Member Equity is the policy owner’s portion of the Association’s contingency reserve payable upon surrender or death. This amount is not guaranteed and may increase or decrease based on factors affecting the Association.

You can submit your power of attorney documentation to Navy Mutual by mail addressed to Navy Mutual, P.O. Box 5769, Fredericksburg, VA 22403.

For the power of attorney to apply to a life insurance or annuity policy, the applicable product should be specifically referenced in the document. For example, acceptable language may state: “I authorize my Power of Attorney to act on my behalf with any owned life insurance or annuity policy.”

Powers of attorney should be signed by the owner and notarized.

Complete and submit an Appointment of Information Agent Form designating your spouse as an individual authorized to access information about your policy. The form can be downloaded from the Customer Portal. Follow the instructions included on the form to submit your completed document to Navy Mutual.

If you have not made an irrevocable beneficiary designation, your signature on the loan document ordinarily does not need to be notarized. However, if you have made an irrevocable beneficiary designation, your signature must be notarized, along with the irrevocable beneficiary’s signature consenting to the loan. Notarization is also required if the policy is mentioned in a divorce decree or court order. Navy Mutual reserves the right to request notarization in other scenarios.

The trustee is able to manage the policy as a policy owner could. Please submit a copy of the trust or a trust certification before attempting to make policy changes.