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 WSLife.com's FAQs section provides answers to the most frequently asked questions about our company, products, and services. Below is a brief summary of the different kinds of FAQs listed here for your quick reference: Top 10 FAQs General FAQs Product FAQs
 General FAQs
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Product FAQs Basic Life Insurance FAQs*
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Whole Life Insurance FAQs
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Term Life Insurance FAQs
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Universal Life Insurance FAQs
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Accident Insurance FAQs
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Critical Illness Insurance FAQs
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Annuity FAQs
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Service FAQs** Payment Coupon FAQs
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My Accounts FAQs
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One-Time Payment FAQs
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Tax FAQs
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General FAQs What are the hours of operation for the Client Relationship Center (CRC)? You can a reach a Customer Service Representative at 1.866.832.7719 Monday through Thursday between 8:00 a.m. and 10:00 p.m. ET, on Friday between 8:00 a.m. and 6:00 p.m. ET, and on Saturday between 9:00 a.m. and 1:00 p.m. ET (excluding holidays).
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Can I send an e-mail to update my personal information or new name/address? Please do not send personal information in an e-mail as it is not secure. WSLife.com values your privacy and online security. To update your personal information, please read How can I change my personal information online? Information you provide through this method will be secure. You may also call the Client Relationship Center to update your personal information. Call 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and on Saturday between 9:00 a.m. and 1:00 p.m. ET (excluding holidays).
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How do I enable cookies? You can set your browser to accept all cookies, block all cookies, or send a message when a cookie is being sent. Please be aware that if you reject or disable cookies on your Web browser, parts of WSLife.com may not be available to you. If you have Internet Explorer, follow these steps to set your cookie preferences:
If you have Firefox, follow these steps to set your cookie preferences:
If you are using another browser, use the Help function on your browser menu to learn how to set cookie preferences.
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What are pop-ups and how do I turn them off? WSLife.com uses pop-up windows for some user transactions. For example, if you want to use EasyPay, you’ll be directed to a secure site to login. If your browser settings are set to block pop-ups, you will need to turn off pop-up blocking to proceed. If you have Internet Explorer, you can turn off pop-up blockers in one of several ways: On your browser menu, select Tools—Pop-Blocker—Turn Off Pop-up Blocker. This will allow pop-ups from ALL sites.
OR
This will allow pop-ups from ALL sites, so you may wish to check the box when you complete your transaction on WSLife.com. OR To unblock pop-ups for selected sites, follow these steps:
If you are using the Firefox browser, follow these steps to disable the pop-up blocker:
If you are using another browser, use the Help function on your browser menu to learn how to block pop-ups.
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I’m having trouble with the sales career questionnaire. Where I can get help? You are given a user name and password at the beginning of the sales career questionnaire. Write these down in case you lose your connection and need to log back in. Make sure the user name and password you enter are correct. If you still have trouble logging back on to complete a questionnaire, please call 1.888.785.4672 Monday through Friday between 8:00 a.m. and 5:00 p.m. ET for assistance.
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Who is the Western & Southern Financial Group  ?The Western and Southern Life Insurance Company and Western-Southern Life Assurance Company are members of Western & Southern Financial Group (Western & Southern). Western & Southern is a dynamic family of diversified financial services companies that provide life insurance, retirement planning and investment products and services to help millions of consumers nationwide to plan and protect their futures. With more than 5,000 associates and more than 50,000 individuals in our selling group, Western & Southern offers consumers and businesses the financial products and services they require to meet their insurance needs and investment goals. With assets owned, under management, and under our care in excess of $47 billion, Western & Southern is leveraging our unmatched financial strength to fuel impressive growth through strategic acquisitions, increases in our current product revenue stream and expansion into new channels and businesses. Please visit our web site www.westernsouthern.com to further explore our family of companies.
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How can Western & Southern Life help me provide for my child's education? Most parents want to be sure that their children have the means to obtain the education necessary to build a successful future. Life insurance provides a method for funding your child's education in the case of your premature death and also provide a way to accumulate cash values to help pay for education. Annuities may be an excellent choice to help you fund a grandchild's education.
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How can Western & Southern Life help me plan for my retirement? Having enough money to retire on is a major concern for many of us, especially for the Baby Boomer generation and earlier. If you worry about your retirement savings, Western & Southern Life can guide you in developing the financial plan you need to reach your goals. Western & Southern Life offers many insurance and annuity products to help you achieve reliable retirement income. Regardless of your age, retirement planning is important because Social Security and pension benefits may cover only about one third of total retirement expenses. Many retirees need personal savings and investments to make up the difference. The cost of delaying retirement planning and saving can be significant. Here's an example:  If you delay saving just 10 years, you will be forced to save $185 more per month to accumulate $100,000. Finding a small amount to carve out of your budget now may be much easier than finding almost double that amount 10 years from now.
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Product FAQs Basic Life Insurance FAQs* What is the difference between term life and whole life insurance? Whole life insurance is life insurance protection that builds cash value that can be used in a variety of ways throughout the course of your life. Whole life insurance is coverage that will protect you throughout your entire life. Term life insurance is coverage that is designed to cover a specific need during a portion of your lifetime. Term life can be purchased in increments of 1-, 10-, 15-, 20-, and 30-year term durations. Term insurance is typically less expensive than whole life insurance; however, it does not build cash value as whole life can, and it covers you for a predetermined length of time.
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Do I need a medical exam to qualify? Not all life insurance requires a medical exam to qualify for coverage. The need for medical exams will vary based upon the type of insurance for which you are applying, your age, and the face amount of the policy. If a medical exam is required, Western & Southern will cover all expenses incurred in the exam and will provide you will all necessary documentation.
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What is the maximum age that I can purchase life insurance? We offer a variety of products that all have their own separate maximum ages to purchase. Typically, you can purchase life insurance up until your 85th birthday.
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What is a rider? A rider is an amendment to an insurance policy that becomes part of the insurance contract and expands or limits the benefits. These options help to make your policy more specific to your insurance needs.
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What are the differences among a policy owner, the insured, and the beneficiary? The policy owner is the person who owns an insurance policy, while the insured is the individual whose life is insured. The beneficiary is the person or other party designated to receive the proceeds from certain assets, including a life insurance policy, an annuity, a retirement account, or a trust. A beneficiary is usually noted in a will and has first rights to receive the benefits of a life insurance policy/annuity following the death of the insured/annuitant.
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Whole Life Insurance FAQs What is whole life insurance and how does it work? Whole life is permanent insurance. The insurer cannot cancel the policy, and it is yours as long as you continue to pay the premiums, which will not increase once the policy has been issued. In addition, whole life insurance builds tax-deferred, cash value for the future.
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What are the advantages of purchasing a whole life insurance product? Whole life is an excellent way to build cash value in an insurance policy. Why "rent" insurance when you can purchase a policy and accumulate cash at the same time? Whole life also covers you throughout your entire life.
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Is whole life the best type of coverage for my children? While we offer a variety of insurance products that are designed to meet your children's needs, whole life is typically the best product to cover your children. Whole life insurance allows you to begin insurance coverage on your children that will cover them throughout their entire lives. This type of coverage allows for the building of cash value, which your child can use later through an interest-bearing loan for any variety of purposes. You can also purchase a rider with your whole life coverage that allows your children to increase their coverage as they get older and the need for additional insurance coverage presents itself.
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Does my child's premium increase as he/she gets older? No. In fact, your child's premium could decrease at certain points during his/her lifetime. Adjustments are made on certain policies that will lower your child's premium at age 18, if he/she is a non-smoker. Other adjustments can be made later in your child's life; these adjustments are dependent upon the specific insurance product you choose for your child.
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What happens when my child turns 21 or 25 if he/she is covered as a rider on my policy? This is one of those significant points in life where you should reevaluate not only your coverage but your child's as well. While your child's rider can cease at one of these ages, your child does have the option to convert the rider to a policy of his/her own without showing evidence of insurability. Conversion features vary from product to product.
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Can others be added to my child's policy later in his/her life? Yes. Insurance policies that are purchased on your children do allow for spouses to be added later in your child's life. This allows your child the option of covering his/her spouse without having to purchase a new policy in the future.
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Term Life Insurance FAQs What is term life insurance and how does it work? Term insurance is affordable, temporary insurance that provides coverage for a pre-determined period of time (1, 10, 15, 20, or 30 years). It provides you the largest amount of coverage for the dollar when your financial obligations are the greatest, such as when your children are young and you have a mortgage. It is pure protection and does not build cash value.
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What are the advantages of purchasing a term life insurance product? Term life insurance is a very cost-effective way to provide protection for you and your family. You decide for what length of term you want your policy to be in force. These increments can be in 1-, 10-, 15-, 20-, or 30-year durations. This allows you to set aside a premium amount each month to cover a specific need such as mortgage protection.
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If I am going to purchase (or I have already purchased) my mortgage insurance through the bank, why would I consider term life? It is always a good idea to purchase enough insurance to cover your mortgage. WSLife.com suggests that you check the beneficiary on that policy. Most mortgage insurance purchased through the bank has the bank as the beneficiary of that policy.
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Does the bank have to be the beneficiary on my policy? No. If your policy is purchased from an insurance company and not through your bank, you do not have to make the bank your beneficiary. If you currently have a mortgage protection plan through your bank, you may be able to replace that policy with one that you can make anyone with a relationship to you your beneficiary. This ensures that the bank receives only the amount of payment coming to it and also helps with expenses that may be presented to your beneficiary or loved ones at the time of your death.
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Must my spouse and I both purchase a policy? No. Western-Southern Life Assurance Company currently offers the option of adding a term rider to your policy that would provide coverage to your spouse.
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Universal Life Insurance FAQs What is universal life insurance? A universal life insurance policy is an interest-sensitive, flexible-premium, adjustable life insurance policy. The policy owner selects the amount of insurance (selected amount) and periodic premium (selected premium) for which to be billed. Premiums paid plus current interest credited combine to form the policy accumulation value. The cost of insurance, per policy charges, per thousand charges, and billing collection charges are deducted monthly from the policy accumulation value.
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What is the key feature of universal life insurance? The key feature of a universal life insurance policy is flexibility. This flexibility is provided in three ways:
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What are the two most common available universal life death benefit options? The two most common death benefit options are:
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How does the universal life accumulation value grow? The accumulation value is calculated each month by accumulating at interest the previous month’s accumulation value plus any premiums paid after first deducting the per thousand expense charge, the monthly per policy expense charge, the current cost of insurance, the billing collection charge, and any partial surrender amounts. The guaranteed minimum interest rate is 3% in all years (unless higher due to state requirements). The interest rate currently credited is well above the 3% guaranteed minimum.
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What are some of the tax advantages provided by universal life insurance? Life insurance products like universal life provide significant tax advantages over other wealth accumulation products. First of all, cash value withdrawn from UL will be taxed on a first in, first out basis. This means funds contributed come out first and are not assessed any income tax. Interest earnings are taxable but are considered to come out last. Consequently, all cash value withdrawn that is less than or equal to premiums contributed will be tax-free. Secondly, unlike annuities, cash value withdrawn from life insurance is not subject to IRS pre-59 ˝ withdrawal penalties. Also, the death benefit from a life insurance policy passes income tax-free to the beneficiary. This is not only a great estate planning tool for the individual but also a great fit for the business market for purposes such as buying and selling or key-person coverage.
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Accident Insurance FAQs Why should I get accident insurance if it only pays if I have an accident? Accident insurance does only pay if you have an accident. Therefore, this coverage is suitable to an individual who is prone or more likely to be injured or killed because of his/her occupation or other reasons. If you do not feel that you are susceptible to an accident, it is possible this coverage may not be reasonable for you. However, keep in mind that anyone can have an accident.
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Why don't I just get an Accidental Death Benefit Rider on my whole life policy? Excellent point – in some cases it is more beneficial to you to purchase an Accidental Death Benefit Rider on your whole life policy. To get all of your questions answered, please contact us.
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Will accident insurance pay my beneficiary if I am killed while working in my hazardous occupation? Accident insurance is conducive to someone working in a hazardous occupation over someone who does not because it will pay if you are injured or killed while working in your hazardous occupation. In fact, in most cases we will pay an additional amount if you are killed by an accident while working on the job.
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What if I have multiple accidents throughout my life – will I be covered for multiple accidents? Accident insurance often covers any injury that you incur during the coverage time frame of the policy. This of course means that if you were to have more than one accident during the active life of this policy, we would pay you for each accident.
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Critical Illness Insurance FAQs If a Critical Illness Insurance policy owner has a heart attack or stroke and immediately dies, what benefit would the policy pay? There is no survival period requirement in our policy. If the insured suffers one of the illnesses covered at 100 percent of the benefit amount and our Claims Administration receives documentation that the illness meets our policy definition, 100 percent of the benefit amount will be paid. If not, total premiums paid less any claims paid will be the benefit paid.
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Are any diseases subject to a waiting period, and if so what benefit is paid during the waiting period? Cancer is the only covered illness subject to a waiting period. For cancer only, we will pay 10 percent of the benefit (10 percent of 25 percent for first cancer in situ) if diagnosis occurs within the first 90 days after the issue date or reinstatement date. There are some state variations. For example, North Carolina, West Virginia and Tennessee allow only a 30-day waiting period.
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Why does the benefit amount reduce by 50% at the later of age 65 or 5 years after issue? The primary reason is that the Critical Illness Insurance benefit is designed to replace lost income when the insured is not able to work because of his or her illness. Most individuals are retired by age 65, so this is no longer a consideration. Also, this provision allows the premiums charged over the life of the policy to be significantly lower. Finally, Medicare kicks in at age 65, thereby reducing the need for the Critical Illness Insurance benefit.
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How does the return of premium provision work? Upon the insured's death if the policy is in force, we will return to the policy owner or to the policy owner's beneficiary if the policy owner is deceased or to the policy owner's estate if there is no beneficiary, 100 percent of all Critical Illness Insurance premiums paid minus any benefits paid. The Critical Illness Insurance premiums to be returned will be calculated (1) without interest and (2) after all pending claims have been settled. This provision is not available in Florida and Georgia.
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What is the difference between life-threatening cancer and cancer in situ? "Cancer in situ" means the diagnosis of cancer wherein the tumor cells still lie within the tissue of the site of origin without having invaded neighboring tissue. We pay 25 percent of the total benefit amount for first diagnosis of cancer in situ. Life-threatening cancer is when the tumor cells have spread beyond the tissue of the site of origin and have invaded neighboring tissue. We pay 100 percent of the total benefit amount for diagnosis of life-threatening cancer.
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If the applicant has already experienced one of the covered illnesses, can he/she apply for coverage for all other illnesses but simply exclude the illness he/she has had? No. The risk that the applicant will contract one of the other illnesses is greater than the company can accept.
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If the applicant had cancer a number of years ago, received treatment and has not had any recurrence, does he/she qualify for the policy? No. The risk that the applicant will contract cancer again is greater than the company can accept.
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Why are the premium rates paid by tobacco users significantly higher than those paid by those who do not use tobacco? Tobacco use increases the risk of health problems* and, therefore, impacts the cost of a tobacco user's insurance policy. * U.S. Department of Health and Human Services. Reducing Tobacco Use: A Report of the Surgeon General. Atlanta: U.S. Department of Health and Human Services, Centers for Disease Control and Prevention, 2000.
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When is the major organ transplant benefit paid? The major organ transplant benefit is paid when:
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When is the benefit amount paid and what can I use this money for? Critical Illness Insurance pays you the benefit amount you select income tax-free – from $10,000 up to $100,000 – upon diagnosis. You are free to spend the money in whatever way you wish – pay off debts, supplement lost income, take advantage of experimental treatments, take a trip, maintain your quality of life – the decision is completely up to you.
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What features should I be comparing when deciding which Critical Illness Insurance product to buy? Please read our Critical Illness Insurance Comparison Checklist for more details.
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Annuity FAQs What is an annuity and how does it work? Western & Southern annuities are a tax-deferred method of accumulating money for retirement or other long-term future needs. An annuity features:
 This hypothetical chart is intended only to illustrate the advantage of compounded long term growth. The earnings do not reflect any applicable taxes or surrender charges. Important features:
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If I place my money into an annuity, will I be able to easily access it like I can with my checking account? If you are a person who enjoys "playing" with your money and may have the desire to withdraw the money very quickly, an annuity is not the correct product for you. It is important to keep in mind, though, that the interest you earn on money in a checking account is taxable, whereas the interest you earn on an annuity is not taxed until withdrawn. You can also choose to diversify your money by keeping a certain amount in your checking account, available for immediate withdrawal, and placing the rest in an annuity as a conservative cash accumulation vehicle.
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What if I do not have a lot of extra money to place in an annuity? We do offer an annuity through Western-Southern Life Assurance Company called a Flexible-Premium Deferred Annuity (policy series numbers 9601-5100 and 9601-5101 WSA) that will allow you to place as little as $25.00 each month into the fund or a minimum of $300.00 for the first year. You can, of course, place more into this fund if you desire, but you are not required to do so. This annuity allows you to place the amount of money that you can afford each month into the fund.
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What is the difference between an annuity and a Certificate of Deposit (CD)? A Certificate of Deposit (CD) is an interest-bearing account with rates that you can lock in for a given period of time. An annuity is very similar in that you can guarantee a particular rate for a given period of time, but there are some primary differences. The primary difference is that interest earned on your money with an annuity is tax-deferred, whereas interest earned with a CD is taxable each year. A CD is issued by a bank or financial institution and is guaranteed by the FDIC. An annuity is guaranteed by the issuing insurance company.
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How do I know which annuity is right for me and what the different characteristics are for each product? WSLife.com has information on a variety of annuity products, each possessing their own characteristics. To get all of your questions answered, please contact us.
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Service FAQs** Payment Coupon FAQs Will return envelopes or labels be provided with my payment coupons? An adequate supply of return envelopes will be provided to you along with the payment coupons. If you need additional envelopes, you may either contact your local sales office or contact the Client Relationship Center at 1.866.225.4063.
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What are the advantages of payment coupons? There are a number of advantages:
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Why did Western & Southern decide to produce payment coupons instead of sending a bill each month? Western & Southern is trying to keep its costs down and still provide excellent service. By keeping our costs down, we can pass those savings to you. You may elect to switch your payment method to quarterly, semi-annually, or annually if you would like to receive a statement. Or, you may also decide to have your payments deducted from your checking or savings account on a monthly basis. These payment alternatives may provide savings to you. Please call your local sales office or the Client Relationship Center (CRC) at 1.866.225.4063.
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Will I get one set of payment coupons for every policy? Only policies paid on a monthly basis will receive payment coupons. If all your monthly policies are billed together today, you will receive one set of payment coupons. If your monthly policies are billed separately, you will receive separate sets of payment coupons. If you have policies that are paid on a quarterly, semi-annual, or annual basis, you will receive a statement just as you do today. These policies will NOT be included in your payment coupons. Please Note: – If you have a cancer policy that is billed monthly, your payment coupons will be sent one month prior to the policy's anniversary date. If you have multiple cancer policies, then you will receive separate sets of payment coupons for each policy unless they have the same policy anniversary month. – If you have a dividend-paying life insurance policy on option #1, you will not receive payment coupons. Instead, Dividend Option #1 policies will receive a billing statement.
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Will I be able to bring my payment coupons or billing statements into the local office to make payments? Yes, this option is available. Mailed payments should be sent to:
All non-payment correspondence should be sent to:
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Is it possible for me to receive multiple sets of payment coupons? Yes. If you have multiple monthly bills today, you may receive several sets of payment coupons. In addition, if you have both monthly policies and a policy billed quarterly, semi-annually, or annually, you will receive payment coupons and a statement, respectively.
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If I lose my payment coupons or did not receive my next set of payment coupons, how do I get replacements? You may either contact your local sales office or contact the Client Relationship Center at 1.866.225.4063.
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Will policy information be listed on the payment coupons? Yes. The same information currently listed on the monthly billing statement will be listed on the payment coupon.
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Will there be a place on the payment coupons for me to record my monthly payments? Yes, there will be a receipt schedule located on the back of page two within the set of payment coupons.
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Will I be billed for loan interest on the payment coupons? Your loan interest may or may not appear on the payment coupons. If it does not appear on the payment coupons, you will receive a separate bill for loan interest.
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Will I receive new payment coupons every time there is a change made to any of my policies? A new set of payment coupons will be produced any time a change is made to an existing policy.
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Can I receive a monthly statement instead of payment coupons? Monthly statements will no longer be available. Payment coupons were designed to make it easier and more convenient for you to budget your bills. You may elect to switch your payment method to quarterly, semi-annually, or annually if you would like to receive a statement. Or, you may decide to have your payments deducted from your checking or savings account on a monthly basis. These payment alternatives may provide savings to you. Please call your local sales office or the Client Relationship Center (CRC) at 1.866.225.4063.
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Why have the payment coupons been redesigned (as of April 2005)? Since introducing payment coupons, Western & Southern has welcomed customer suggestions for improvements to the design and style of the current payment coupon packet. After integrating your requests into a new design, we are excited to introduce this easier-to-use payment coupon book.
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What is different about the redesigned payment coupon book? As you look at the new design of your payment coupon book, you will notice:
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If I have questions about the new payment coupon book, whom should I contact? Your sales representative will be available to answer any questions you may have. Feel free to contact your local sales office for more information or our Client Relationship Center toll-free at 1.866.225.4063. You may also send us an e-mail.
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My Accounts FAQs** Why has the My Accounts Registration process changed? In today’s security-conscious world, our goal is protection. While most people think of Western & Southern Life as the company that offers financial protection, it is also our charge to protect the information assets and personal data of our policy and contract holders. With that in mind, we are implementing enhanced security changes to our Web site, WSLife.com.
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I am already registered for My Accounts. Why do I have to reregister? The My Accounts Registration process has several new security enhancements that are explained in detail in the following FAQ. In order for these new security features to be fully implemented, it is necessary that all current registered policy/contract/account owners reregister to provide us with additional verification information as well as a personalized WSLife.com Site Verification Text. To begin your reregistration, please login with your current user name and password.
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What exactly is different about the new My Accounts Registration process? WSLife.com is committed to continually improving the security of your personal information and protecting you against various forms of information piracy such as spoofing and phishing. To further enhance your online security and protect the integrity of your personal information, we have made the following improvements to the My Accounts registration process:
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The password field has disappeared from the home page. Where do I enter my password? Previously on WSLife.com, you entered both your user name and password on the same screen (either on the home page or on the My Accounts Login page). To further enhance the security of your personal login information, the My Accounts login process has now been separated into two screens – one for your user name and one for your password. With this new process, you enter your user name either on the WSLife.com home page or on the My Accounts Login – User Name page. After submitting your user name, you will enter your password on the next screen.
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What is the purpose of the WSLife.com Site Verification Text that I create during My Accounts Registration? The WSLife.com Site Verification Text that you create during the My Accounts Registration process appears as visual identification on the My Accounts Login – Password page each and every time you login to verify that the login page presented to you is truly from WSLife.com. This is an enhanced security feature to further protect you against spoofing and phishing (forms of Internet information piracy). When you see this text, it should match exactly what you entered during My Accounts Registration. If it doesn't match, please do not complete your login. Call our Client Relationship Center at 1.866.832.7719 for immediate assistance.
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Why can’t I see all my policies/contracts when I access My Accounts Summary or My Accounts Services? In order for you to see a policy or contract listed in My Accounts, the full owner name and Social Security Number that you enter during My Accounts Registration must exactly match what appears on that policy or contract. If a policy or contract is missing from the “master view” shown on the My Accounts Summary page or My Accounts Services page, then either the full owner name or the Social Security Number (or both) do not match up exactly. When you enter your full name during the registration process, be sure to include your middle initial and/or generation (e.g., Jr, Sr, III), if they appear on your policy/contract. If you need further assistance with this situation, please call our Client Relationship Center at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and between 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays).
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What is "spoofing" or a "spoof" site? Spoofing is a kind of information piracy in which a Web site or program breaches network security by posing as an “imposter” and falsifying data. For example, login spoofing is an attempt to obtain a user’s password by presenting an illegitimate login page that masquerades as the “real version” of an actual login site. WSLife.com has enhanced your online security to protect you against such spoofing by (1) separating the user name and password fields onto two different screens and (2) using the WSLife.com Site Verification Text as your personalized way of knowing that you are actually logging in to the real My Accounts section of our Web site. If you find yourself on a login screen that does not include your WSLife.com Site Verification Text – appearing exactly as you entered it during the registration process – do not complete the login process. If this happens, please contact our Client Relationship Center at 1.866.832.7719 for immediate assistance.
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What is "phishing" or a "phisher" site? Phishing is a type of information piracy on the Internet in which thieves go "fishing" with fake e-mails or Web sites – which can appear quite legitimate on the surface – in an attempt to obtain your personal financial information. These scams are designed to obtain information such as your Social Security Number, bank account numbers, and passwords. The new WSLife.com Site Verification Text is an enhanced security feature of the My Accounts Registration and login processes to protect you against phishing and phisher sites.
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How do I protect myself against phishing? Never disclose your personal information in response to an unsolicited request. Do not provide your Social Security number, bank account numbers, policy/contract numbers, passwords, or any other private personal information via phone or e-mail unless you have personally initiated communication with the source. E-mail messages and Web sites created by phishers can look deceptively real. Don't be intimidated by e-mail communications or callers who threaten you with serious consequences if you fail to provide or verify personal information. Remember that Western & Southern Life will never request your personal information via e-mail. Never click on a link or open attachments in an e-mail you suspect is fraudulent. Doing so can unleash harmful computer viruses that can damage your hardware and software. Once a virus infects your personal computer, it can use your e-mail client to send out spam messages, destroy your operating system, delete all your personal files, or even erase all the information on your hard drive. If you think a contact is legitimate, call the financial institution yourself for verification. Do not rely on the integrity of phone numbers, Web site addresses, or any other information provided in unsolicited phone or e-mail communications. Obtain contact information from your account statements, published phone directories, or Internet searches that you perform yourself. Verify company contacts with information that you know to be reliable from legitimate sources. Review your account statements and/or online accounts on a regular basis to verify the accuracy of charges and transaction activity. If your account statement does not arrive on time, contact your financial institution to determine why. Keep track of your credit card charges and banking transactions so you can reconcile them each month. If you have online access to your accounts, check them periodically for suspicious activity.
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What actions should I take if I think I have communicated personal information to a phishing scam? If you think you have disclosed sensitive financial information about yourself in a phishing scam, here's what to do:
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I am a policy/contract owner and am unable to register my account on WSLife.com. What can I do? The policy/contract owner’s Social Security Number must be on file to register as an account owner. Please call the CRC and provide your Social Security Number and policy/contract number(s). You can a reach a Customer Service Representative at 1.866.832.7719 Monday through Thursday between 8:00 a.m. and 10:00 p.m. ET, on Friday between 8:00 a.m. and 6:00 p.m. ET, and on Saturday between 9:00 a.m. and 1:00 p.m. ET (excluding holidays). NOTE: Please do not send your Social Security Number, policy/contract numbers, or any other confidential or sensitive personal information to us via regular e-mail software (e.g., Microsoft Outlook) because it is not secure. Secure e-mail forms on WSLife.com are identified by the following NOTE: NOTE: Your communication with Western & Southern through this form is secure.
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What policy changes, claims, and requests can I make through WSLife.com as a policy owner? As a policy owner, you can make any of the following policy changes, claims, and requests directly on WSLife.com:
You may also call the Claims Department toll-free at 1.800.926.1315 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday and between 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays). Or you can send us an e-mail, which will be answered between 8:00 a.m. and 4:15 p.m. ET, Monday through Friday. **** You do not have to be a registered WSLife.com user or current policyholder in order to file a death claim.
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How can I view my latest bill? To view a billing statement for a specific policy, please follow these steps:
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Where can I send a payment? Life Insurance Policies If you need to send a life insurance premium payment, please mail your most current billing statement stub along with your check or money order (made payable to The Western and Southern Life Insurance Company) to:
PLEASE NOTE: Be sure to list your policy number or client account number on your check or money order. Annuities No payment is required for annuities. However, if you want to contribute more to your annuity contract, you may mail your check or money order (made payable to The Western and Southern Life Insurance Company) to the following address:
PLEASE NOTE: Be sure to list your annuity contract number on your check or money order.
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To whom can I talk about my life insurance policy or annuity? Life Insurance Policies If you have a question about a life insurance policy, please contact your local Sales Representative or the Client Relationship Center at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and between 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays). You can also send us an e-mail. Annuities If you you have a question about an annuity contract, please contact your local Sales Representative or the Annuity Operations Department at 1.800.387.9830 between 8:00 a.m. and 5:00 p.m. ET, Monday through Friday.
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How can I repay my loan? Loan payments can be made at any time for an amount of $10.00 or more. Please mark your policy number and the loan payment amount to be applied to the loan on your check or money order. Please make your check or money order payable to The Western and Southern Life Insurance Company and mail it to the following address:
You may also request to be billed for loan repayments of $10.00 or more. For more information about loan repayment billing, please contact your local Sales Representative or the Client Relationship Center at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and between 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays).
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How can I reinstate a lapsed policy? For additional information about reinstating a lapsed policy, please contact your local Sales Representative or the Client Relationship Center at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and between 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays). You can also send us an e-mail.
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Where can I view my annual statement? To view an annual statement for a specific policy, please follow these steps:
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How can I change my beneficiary information online? If you are the owner of an insurance policy or annuity contract, follow these steps to change your beneficiary information online. You must first be a registered user to access My Accounts. (Already registered? Go to Step 2.)
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How can I request a duplicate policy/contract? To request a duplicate life insurance policy or annuity contract, please follow these steps:
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How can I change my personal information online? To change personal information (e.g., name, address, phone, and Social Security Number) for an insurance policy or annuity contract, you must first be a registered user to access My Accounts. (Already registered? Go to Step 2.)
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What forms can I download from WSLife.com? The following forms are available for download:
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How do I download a form?
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How can I file a death claim? To file a death claim for a life insurance policy or annuity, click on the Submit a Death Claim link that appears on the right side of the page after logging in to My Accounts. Then follow the instructions that appear. If you have questions regarding a death claim, please call us at 1.800.926.1315 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and between 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays). You can also send us an e-mail, which will be answered between 8:00 a.m. and 4:15 p.m. ET, Monday through Friday.
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How can I file a disability claim? To be eligible to file a disability claim, you must first have a disability benefit on your policy. If you qualify, please follow these steps to submit a disability claim:
You can also send us an e-mail, which will be answered between 8:00 a.m. and 4:15 p.m. ET, Monday through Friday.
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What is the difference between a 1099 and a 5498 tax statement? There are two different kinds of tax statements that a WSLife.com policyholder can view on WSLife.com: Form 1099 and Form 5498. A Form 1099 is sent when there is a taxable event that is reported to the Internal Revenue Service. The Form 1099 is mailed by January 31 of the following year to the policyowner. The Form 5498 is a form required by the Internal Revenue Service to notify a client and the Internal Revenue Service of the Fair Market Value of the client's annuity contract.
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What does the term "annuitize" mean? To "annuitize" means to set up systematic withdrawal for an annuity to withdraw the interest earned on the annuity on a periodic basis.
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If systematic withdrawal for my annuity is currently inactive, what do I need to do to activate systematic withdrawal? Systematic withdrawal allows you to withdraw the interest earned on your annuity and deposit it into a savings or checking account. To activate systematic withdrawal, you will need to contact either your local Sales Representative at a district office or the Annuity Operations Department at 1.800.387.9830 between 8:00 a.m. and 5:00 p.m. ET, Monday through Friday, to initiate and complete the necessary paperwork. If you want to deposit the interest into a savings account, you will need to send us a blank deposit slip for that account. If you want to deposit the interest into a checking account, you will need to send us a voided check from that account.
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Why can't I see the PDF forms that launch when I process certain requests/claims (Change Beneficiary, Request a Duplicate Policy/Contract, and Submit a Disability Claim)? You will need Adobe Acrobat Reader 5 – free software that enables you to view and print Adobe Portable Document Format (PDF) files – in order to change beneficiary designations within your account, to submit a disability claim, and to request a duplicate policy/contract. If you do not already have this software on your computer, please go to Adobe's Web site and follow the instructions on how to download Adobe Acrobat Reader 5 and install it on your computer. If you have a lower version of Adobe Acrobat Reader, you will not be able to see the necessary PDF forms to fill out for these types of requests/claims. If you continue to have problems, please contact Technical Support for assistance.
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What are my payment options? Automated Recurring Payments from Checking or Savings A customer favorite! Secure, regular (monthly, quarterly, annually, or semi-annually), automatic withdrawals from either your checking or savings account. Benefits include the following:
Automated Recurring Credit Card Payments We accept Visa, MasterCard, Discover, and American Express. To set up recurring credit card payments, please call our Client Relationship Center toll-free at 1.866.267.3293.
By phone: One-time credit card, check-by-phone, or savings-by-phone payments can be made by using our automated telephone system and your Visa, MasterCard, Discover, or American Express. Call 1.866.267.3293 and have your policy number at hand. By Web: One-time payments may be made using your credit card, checking, or savings account. To make a payment over the Web, login to My Accounts and click the Pay Now! button.
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Why has access been blocked to my account? For your protection, access to your account is blocked after three successive attempts to login fail. You will need to reset your password to login to your account. Please call our Client Relationship Center at 1.866.832.7719 if you continue to have problems viewing your account information. Our Live Help feature also offers instant online assistance. If you have forgotten your user name and/or password, we will e-mail this information to you after validating your registration information. See our Forgotten User Name/Password Help page for assistance with this.
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One-Time Payment FAQs What is a One-Time Payment? WSLife.com is now offering our registered users the ability to make online payments using a credit/debit card or a checking/savings account funds transfer. This new feature allows you to make payments for multiple policies in one online session. You can select the policies for payment and enter your credit/debit card or banking information only once, saving you time and effort. Online payments submitted before 5:00 p.m. ET are processed for that date. Online payments submitted after 5:00 p.m. ET are processed on the next business date.
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Is there a fee required to process a payment online? No. Western & Southern Life does not charge an additional fee to process a payment by phone or online.
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As a policy/contract owner, how do I access the One-Time Payment feature? Login to My Accounts either from the home page or by selecting My Accounts Login from the My Accounts tab in the top navigation bar. Then click the Pay Now! button for a list of the policies/contracts on which you can pay using this feature.
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As a premium payer, how do I access the One-Time Payment feature? Click on the EasyPay icon located on the right side of the WSLife.com home page. When the EasyPay page appears, click the Pay Now! button located in the center of the page. The Make a One-Time Payment page will then appear in a new window. Enter the policy or contract number(s) and the corresponding insured or annuitant date(s) of birth. When finished, click the Submit button at the bottom of the page and follow the next series of screens to complete your one-time payment(s).
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What information do I need to have on hand before I make a One-Time Payment on an insurance policy or annuity contract through EasyPay? For each policy or annuity on which you want to make a payment, you will need the policy/contract number and the insured/annuitant date of birth, exactly as they appear on the policy/contract.
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How can I make a recurring payment? Please review our recurring payment page to sign up for this feature, or call our Client Relationship Center toll-free at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays).
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What is the minimum payment I can make? Minimum payment accepted for any loan is $1.00. Minimum payment to Universal Life is $10.00, unless the policy is in the grace period; then the minimum is the amount to keep the policy in force. Minimum payment to the Annuity Side Fund is $10.00. The minimum payment for any other policy is the premium due for the payment period.
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How will I be notified if there is a problem with my payment? Please be sure to enter you e-mail address in Step 5 on the Payment Confirmation page for the quickest response if there is a problem. Otherwise, if we do not have your e-mail address, you will receive a letter if there is a payment problem.
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How long does it take for my payment to post to my policy? Payments typically post within one to two business days, depending on the time you submit payment. If you submit your payment before 5:00 p.m. ET, the payment is credited to your policy that date. However, it will not be visible on the Web site until the next day. If you submit your payment after 5:00 p.m. ET, the payment will be credited to your policy at the close of the next business day and will not be visible on the Web site until the second day. Western & Southern cannot control when payments are posted to customers’ checking/savings/credit card.
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If my policy is subject to lapse today, is it safe to make the payment online? If your payment is submitted before 5:00 p.m. ET, it will credit to your account on time. If payment is submitted after 5:00 p.m. ET, the policy will lapse but will automatically be reinstated during the next day’s processing cycle because the record existed before the lapse. Please call the Client Relationship Center toll-free at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays), if your policy has lapsed.
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Why can’t I use my credit/debit card to pay my annuity? We do not accept credit/debit cards for payments to your annuity. You may make your annuity payment from your checking/savings account.
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I am attempting to pay online, but not all of my policies are showing in the list of policies to pay. How can I access these policies? Please call the Client Relationship Center for assistance, toll-free at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays).
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How can I cancel a payment recently paid on the Web site? If the payment was made after 5:00 p.m. ET, you have until 5:00 p.m. ET the next business day to cancel the payment. Call the Client Relationship Center toll-free at 1.866.832.7719 for assistance between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays).
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I attempted to make a payment on the Web site, but it was declined. What should I do? Please contact the credit/debit card issuer or your bank for assistance.
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How can I receive a payment confirmation? To receive an e-mail confirmation, enter your e-mail address in Step 5 – Confirmation.
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Why can’t I pay my Weekly Premium policy online? Weekly Premium policies are not accessible from the My Accounts area of WSLife.com; therefore, they are not available for One-Time Payment. To make a payment on your Weekly Premium policy, please call the Client Relationship Center toll-free at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays).
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My payment due date falls on a holiday (or a weekend). If I submit payment online on the due date, will the payment be on time? Every policy has a grace period, allowing you time to make payment and keep the policy in force. Check the conditions of your policy to verify the grace period (typically 30 days). Be sure to submit payment within the grace period so that the policy does not lapse.
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My policy has lapsed. Can I still make the payments online? A lapsed policy will not be listed on your My Accounts page. For help reinstating a lapsed policy, please call the Client Relationship Center toll-free at 1.866.832.7719 between 8:00 a.m. and 10:00 p.m. ET, Monday through Thursday, between 8:00 a.m. and 6:00 p.m. ET on Friday, and 9:00 a.m. and 1:00 p.m. ET on Saturday (excluding holidays).
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Why does WSLife.com keep looping back to the login page when I try to make a payment? Please make sure that your computer settings allow pop-ups and cookies. To turn off the pop-up blocker, follow these steps. To accept cookies, follow these steps.
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Tax FAQs Why did I receive a 1099 on my life insurance policy? A taxable distribution will occur when the value being used or withdrawn is greater than the remaining investment basis in your policy, as in each of the following:
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When are 1099s mailed? All 1099s must be mailed by January 31 of the year following the tax year.
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How do I obtain a duplicate 1099? If you become a registered member of WSLife.com under My Accounts, you would be able to print a copy of your 1099 from the Tax Statements page. You may also get a duplicate 1099 by calling our toll-free number: 1.800.272.1099.
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What is tax form 5498 and when is it mailed? Form 5498 informs you and the IRS of the fair market value and any contributions to your IRA annuity contract during the tax year. If no contributions were made during the tax year, the annual statement you receive in January of the following year is considered a substitute form 5498, and no form will be sent. All form 5498s with contributions will be mailed by May 31 after the tax year because contributions to IRAs can be made up to the tax return filing due date of April 15. You may obtain a copy of your annual statement or form 5498 by becoming a registered member of WSLife.com and accessing your annual statement from the Annual Statements page of My Accounts or your form 5498 from the Tax Statements page of My Accounts.
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I normally receive a 1099-INT, but I did not receive one this year. Why? You normally receive a 1099-INT when interest earned on dividend accumulation is more than $10. If you changed the dividend option to other than left to accumulate, and/or you withdrew your dividend accumulation within the last two years, you probably will not receive a form 1099-INT. If you have additional questions, please contact us at 1.800.272.1099.
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*Basic Life Insurance FAQs contain information that is general in nature and that should not be considered tax or legal advice. You should consult your own tax advisor or legal professional for more complete information. **Whole life and accident insurance policies are issued by The Western and Southern Life Insurance Company, Cincinnati, Ohio. Annuities and term life insurance policies are issued by Western-Southern Life Assurance Company, Cincinnati, Ohio. |
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| Updated 7/28/2009 |
symbol to the left of the BENEFICIARIES heading in the table that summarizes your Policy Detail information.