View Frequently Asked Questions

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
  • 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 22212

You can email forms to:
CustomerService@navymutual.org

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 .

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.

 

Claims & Beneficiary Services FAQs


Are multiple death certificates required if there are two or more beneficiaries?

No, we only need one death certificate per insured.

Does a certified, original death certificate need to be sent?

Yes.

Is a life insurance policy death benefit taxable?

Normally, no. However, we suggest you consult a tax advisor to confirm the taxable status of your benefit.

Where do I send claim documents?

You can mail documents to:
Navy Mutual
Henderson Hall
29 Carpenter Road
Arlington, VA 22212

You can email* documents to:
Claims@navymutual.org

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

*A certified death certificate must be mailed.

What payout options are available? Is there a minimum payout amount?

In the event of your death, your beneficiaries have four payout options:

  1. Lump-sum payment
  2. Fixed payments
  3. Quarterly interest payments
  4. Life payments

Payout options 2, 3, and 4 require a minimum benefit amount of $20,000.

Please review your payout options carefully and note that each has tax implications. To learn more, email us at Claims@navymutual.org or call us 800-628-6011 Monday to Friday, 8:00 a.m. to 6:00 p.m. EST.

How is the taxable gain calculated on an annuity death benefit?

The basic formula is: cost basis – total account value = gain. For example, a $25,000 investment that grows to $35,000 has a taxable gain of $10,000 upon death. If your spouse is the beneficiary, he or she has the option to take over the annuity rather than receive a payout. To learn more, please consult your tax advisor or contact us.

What is the general time frame to process a claim?

Once all required documents are received by Navy Mutual, your claim should be processed and available to view electronically within seven to ten business days. Keep in mind, the most efficient way to receive a benefit is via direct deposit.

What additional documents are required when an estate is named as the beneficiary?

If the estate is probated, letters of administration naming the executor are required. If the estate is not probated, you can apply for a small estate affidavit (depending upon your state’s laws and regulations). You will also need a taxpayer identification number (see below).

What additional documents are required when a trust is named as the beneficiary?

We will need a copy of the trust – specifically, the entire trust, certificate of trust, summary page or declaration, and signature pages. You will also need a taxpayer identification number (see below).

If the trust is no longer in effect, we will need the dissolution of the trust or a notarized statement from the executor 1) stating that the trust is not in effect and 2) directing payment of the benefit.

How do I get a taxpayer ID number?

You can find information and apply at www.irs.gov.

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 .

Where can I find contact information for organizations that help with military survivor benefits?

You can start by downloading our Survivor Checklist. You can also find information in the Survivor Benefits Tools section of this site. Our Veteran Services team can also assist you.