Frequently asked questions, answered.

As a time-saver for our policyholders and agents, we’ve compiled a list of questions that we’re asked a lot or that we anticipate you might want to ask. Have a look and if we haven’t answered your question, please call us at 800.422.2011 or use our contact form.

Questions answered for agents.

  • Commissions

  • Q: How do I view my commission information?
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    A: Commission information is available online at the IH Agent Portal. To create an account or log in, click the link at top of page.

  • Q: How do I change my banking information or sign up for direct deposit of my commissions?
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    A: Please complete the ACH enrollment form linked below. If you have any questions, please contact our Agency Accounting Department at 1.800.422.2011, ext. 4128.

  • General

  • Q: I have a question, but don't know which department to contact?
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    A: Need help, but not sure who to ask?  Here is a brief description of our different departments and how they can help:

    Customer Service

    1.800.422.2011, ext 5600: questions or requests for changes to existing policies, changes to payment method or frequency.

    Underwriting / New Business

    1.800.422.2011 ext 4129: questions regarding application submission, submitted policy applications not yet in force, pending items, delivery requirements.

    Agency

    1.800.422.2011, ext. 4130: questions from agents regarding appointment with Investors Heritage, supplies, product information and product calculators.

    Agency Accounting

    1.800.422, 2011, ext. 4128: questions regarding commissions, commission payment and direct deposit enrollment or changes.

    Premium Accounting

    1.800.422, 2011, ext. 4127: policyholder and agent questions regarding premium payments, changes to payment method and payment frequency.

    Benefit Payments

    1.800.422.2011, ext. 4126: questions regarding filing a claim, pending claims and claim payment.

  • Q: How do I change my address and/or contact information?
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    A: Your address can be changed through the IH Agent Portal linked below, or by completing the form linked below.

  • Q: I'd like to write with you. How do I get appointed?
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    A: Funeral Homes and independent agents, please contact our Agency Department at 1.800.422.2011, ext. 4130.  If you are an agent working through an IMO, please contact your IMO for appointment procedures.

  • Q: How do I order supplies?
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    A: Funeral Homes and independent agents can use the form linked below.  Or you can contact our Agency Department at 1.800.422.2011, ext. 4130

    If you are an agent working through an IMO, please contact your IMO for supplies.

  • Q: How do I obtain a social service inquiry / asset verification for a policyholder?
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    A: Please contact our Customer Service Department 1.800.422.2011, ext. 5600.

  • Q: What companies has Investors Heritage purchased / assumed policies from?
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    A: Franklin American Life Insurance Company, Memorial Service Life Insurance Company, Texas Memorial Life Insurance Company, Regal Life Insurance Company, Northwest Security Life Insurance Company, Commercial Travelers, George Washington Life Insurance Company, Coastal Plains Life Insurance Company.

  • Preneed

  • Q: How do I get a report of my preneed business?
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    A: Preneed reports can be generated by funeral home from the IH Agent Portal.  To create an account or log in click the link above. Or contact the Agency Department: agency@ihlic.com or 1.800.422,2011 ext. 4130.

  • Underwriting

  • Q: How do I submit an application?
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    A: For Independent  Agents and Funeral Homes: Policy applications and accompanying forms may be submitted to us through our agent portal. To login to the portal or create a portal account click the link below.

    You can also contact us by fax: 502-227-7205, or by mail:

    Investors Heritage Underwriting
    PO Box 717 Frankfort KY 40602.

    If you submit documents by portal upload or fax, do not send the originals by mail. If you are an insurance agent working through an IMO, please contact your IMO for instructions.

  • Q: How can I return a delivery requirement to your office?
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    A: Delivery receipts and other forms may be submitted to us through our agent portal, to log in to the portal or create a portal account click the link below.

    Or, contact us by fax: 502-227-7205 or by mail:

    Investors Heritage Underwriting
    PO Box 717 Frankfort KY 40602.

    If you submit documents by portal upload or fax, do not send the originals by mail.

  • Q: How do I check a status of my new business?
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    A: You can check the status of new business, as well as view commission information and other policy information on the IH agent portal, or by contacting the Underwriting Department.  To logon or create an account, click the link below. Or, call Underwriting at 1.800.422.2011, ext. 4129.

  • Q: What does this policy status code mean?
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    A: These are our standard policy status codes.  If you have a question, please contact Underwriting :  1.800.422.2011, ext. 6508

    00 = ACTIVE
    01 = LAPSE
    02 = CASH SURRENDER
    03 = EXPIRED FROM PREMIUM PAY
    04 = MATURED
    05 = DEATH
    06 = EXPIRED FROM EXTENDED TERM
    07 = EXTENDED TERM
    08 = REDUCED PAID-UP
    10 = NOT TAKEN
    16 = CANCELLED-DELIVERY REQUIREMENTS
    17 = DECLINED – UNDERWRITING
    19 = CANCELLED – INCOMPLETE
    20 = DECLINED – COMPANY RULES
    21 = RESCINDED
    22 = POSTPONE
    23 = INCOMPLETE APPLICATION CANCELLED
    AD = ACTIVE PENDING DELIVERY
    AF = ACTIVE PENDING FOCUS
    AI = ACTIVE PENDING ISSUE
    AU = ACTIVE PENDING UNDERWRITING
    IP = INCOMPLETE APPLICATION PENDING
    PD = PENDING DELIVERY
    PF = PENDING FOCUS
    PI = PENDING ISSUE
    PU = PENDING UNDERWRITING

Questions answered for policyholders.

  • Claims

  • Q: What is a contestable policy / a contestable period?
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    A: A policy is in the contestable period during the first two years after the policy issue date or reinstatement date.  If a claim death occurs during this period, an investigation may occur during the claims process.

  • Q: How do I submit a claim?
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    A: Because there are many different types of policies and claim forms, please contact our Benefit Payment Department at 1.800.422.2011, ext. 4126 to ensure you complete the proper forms.  We do not allow online claim submission at this time. Most claim paperwork can be submitted by fax. If original documents are required, those will need to be sent by mail.

  • General

  • Q: How do I update my address?
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    A: A: Your address can be changed by completing the form linked below.

  • Q: What policy rights do an Insured, Owner and Beneficiary have?
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    A: Only the policy Owner has the right receive policy information or make policy changes.  The insured is the person who is covered by the policy. The beneficiary is the person that will receive the policy proceeds upon the death of the insured.  If the policy owner has died before the insured, please contact our Customer Service Department at 1.800.422.2011, ext. 5600.

  • Q: I had a Franklin Life Insurance Company policy / Franklin American Life Insurance Company policy. Do you administer those policies?
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    A: We are often contacted regarding Franklin Life Insurance Company policies because we assumed preneed business issued by Franklin American Life Insurance Company.  Franklin Life and Franklin American are different companies. Franklin Life is now part of AIG. We are not affiliated with AIG, but we have included their contact information here:  AIG

    Phone: 800.231.3655

    PO Box 9000

    Amarillo TX 79105

    http://www.aig.com/contactus_3789_587625.html

    If your policy was issued by Franklin American, please contact our Customer Service Department at 1.800.422.2011, ext. 5600.

  • Q: How do I view my policy or annuity information?
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    A: Currently we do not offer online policy access.  Please contact our Customer Service Department 1.800.422, 2011, ext. 5600 or your Investors Heritage representative.

  • Q: I have a question, but don't know which department to contact?
    More

    A: Need help, but not sure who to ask? Here is a brief description of our different departments and how they can help:

    Customer Service  

    1.800.422.2011, ext 5600 : questions or requests for changes to existing policies, changes to payment method or frequency.

    Agency

    1.800.422.2011, ext. 4130: Contact our agency department if you need to know how to contact your Investors Heritage representative, have a question about purchasing insurance.

    Premium Accounting

    1.800.422.2011, ext. 4127:questions about your premium payments or want to change your banking or credit card information for premium payments.

    Benefit Payments

    1.800.422.2011, ext. 4126: questions regarding filing a claim, claims in progress or claim payment.

  • Q: What is the difference between a Primary Beneficiary and a Contingent Beneficiary?
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    A: If living at the time of the insured’s death, the Primary Beneficiary will receive the policy proceeds. The Contingent Beneficiary will only receive the policy proceeds if the Primary Beneficiary is deceased.

  • Payment

  • Q: How do I update my bank or credit card information for my premium payments?
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    A: You can change your bank or credit card information with this form (link to form) or by contacting our Premium Accounting Department at 1.800.422.2011, ext. 4127.

  • Q: How do I change my premium payment method?
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    A: Changing your payment method or frequency may affect your premium amount.  Please contact our Premium Accounting Department at 1.800.422.2011, ext. 4127.

  • Q: How do I change my premium payment frequency?
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    A: Changing your payment frequency will change your premium amount.  Please contact our Customer Service Department. Phone 1.800.422.2011, ext. 5600 so we can give you the new premium amount.

  • Q: Can I pay my premium online.
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    A: Currently we do not offer online premium payment.  Please contact our Premium Payment Department at 1.800.422.2011, ext. 4127.

  • Q: I paid my premium. Why did I receive another premium notice?
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    A: Our premium notices are sent automatically.  Your payment and our bill may have crossed in the mail.  If your payment was not received 15 days after it was due, a second premium notice is sent automatically.  If you need assistance, please contact our Customer Service Department. Phone 1.800.422.2011, ext. 5600.

  • Q: What companies has Investors Heritage purchased / assumed policies from?
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    A: We have purchased or assumed the policies from the following:

    • Franklin American Life Insurance Company,
    • Memorial Service Life Insurance Company,
    • Texas Memorial Life Insurance Company,
    • Regal Life Insurance Company,
    • Northwest Security Life Insurance Company,
    • Commercial Travelers,
    • George Washington Life Insurance Company,
    • Coastal Plains Life Insurance Company.
  • Policy Change

  • Q: How do I make a policy change (Beneficiary, Ownership, Name)?
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    A: To protect your policy, we do not allow these changes to be made online.  Please contact our Customer Service Department. Phone 1.800.422.2011, ext. 5600.