FAQs

Voya™ Employee Benefits is committed to providing excellent service and we recognize that customers may have questions about their policies/certificates. For your ease, we offer the following Frequently Asked Questions.

  1. Whom should I contact if I have not received my policy/certificate?
  2. How do I make a change to my policy/certificate?
  3. Does my insurance end if I terminate my employment?
  4. What happens to my policy/certificate if I am on a leave of absence from the company?
  5. Can loans be made against my Universal Life Insurance policy? How does it work?
  6. How do I sign up for Electronic Funds Transfer (EFT)?
  7. I received a Missed Deduction Notice. What does this mean?
  8. I received a Notice of Pending Lapse on my Universal Life Insurance Policy. What does this mean?
  9. I received a Notice of Policy Lapse. What does this mean?
  10. Whom do I contact if I have a claim?

Voya Employee Benefits can help you with your questions. To speak directly with a Customer Service Representative, please contact us at 800-537-5024, Monday through Friday between 8:00 a.m. - 5:30 p.m. Central Time.

1. Whom should I contact if I have not received my policy/certificate for Universal Life, Whole Life, Accident, Critical Illness or Voluntary Disability Income Insurance?

Voya Employee Benefits can help you with your requests. To speak directly with a Customer Service Representative, please contact us at 800-537-5024, Monday through Friday between 8:00 a.m. - 5:30 p.m. Central Time. If you have not received your policy/certificate for other types of coverage not listed here, please contact your employer or benefits administrator.

2. How do I make a change to my policy/certificate for Universal Life, Whole Life, Accident, Critical Illness or Voluntary Disability Income Insurance?

We recognize that life situations may require you to make changes in your policy/certificate. By simply accessing our Service Request Form, you may request a wide variety of policy/certificate services, including change of beneficiary, change of name, transfer of ownership, address change, policy loan request, and cancellation of coverage.

Voya Employee Benefits can help with your requests. To speak directly with a Customer Service Representative, please contact us at 800-537-5024, Monday through Friday between 8:00 a.m. - 5:30 p.m. Central Time.

To make changes for other types of coverage not listed here, please contact your employer or benefits administrator.

3. Does my insurance end if I terminate my employment?

Most group coverages end when the employee leaves their employer. However, Universal Life, Whole Life, Horizon Disability Income, Critical Illness, Accident and Cancer coverages can generally by continued by the employee paying premiums directly to the insurer. Some Group Term Life plans also provide this option.

For questions on whether other types of coverage can be continued if you terminate your employment, please contact your employer or benefits administrator for more information.

4. What happens to my policy/certificate if I am on a leave of absence from the company?

If your employer notifies Voya Employee Benefits that you are on temporary leave and that the usual payroll deductions for Universal Life, Whole Life, Horizon Disability Income, Critical Illness, Accident or Cancer Insurance will stop, Voya Employee Benefits will send a letter directly to your home indicating the premium amount and when it is due. If you are aware that a deduction has been missed or if you have a question about premium status, please contact one of our customer service representatives to discuss setting up premium payments.

For questions about continuing other types of coverage during a leave of absence, please contact your employer or benefits administrator for more information.

5. Can loans be made against my Universal Life policy? How does it work?

Please note - loans are available only if a policy has more than $25.00 cash value and only for that amount.

Yes, loans are available on most life insurance policies. Interest is payable in advance. You may request a loan using the Service Request Form or you may contact Customer Service at 800-537-5024 Monday through Friday between 8:00 a.m. and 5:30 p.m. Central Time.

When a loan is obtained, an interest notice is mailed to the policy owner prior to each policy anniversary. Loan repayments can be made in increments of $10. Unpaid loans will be deducted from the policy cash value if the policy is surrendered. In the event of a death claim, the loan balance will be deducted from the policy proceeds.

To get more specific information about loans, please refer to your policy contract or call our Customer Service department at 800-537-5024, Monday through Friday between 8:00 a.m. - 5:30 p.m. Central Time.

6. How do I sign up for Electronic Funds Transfer (EFT)?

For your convenience, Voya Employee Benefits offers an electronic funds transfer (EFT) option. If you are billed directly for your Universal Life, Whole Life, Horizon Disability Income, Critical Illness, Accident, Cancer or Group Term Life coverage, your insurance premium payment can be withdrawn from your designated account automatically. It's easy to start the automatic EFT program. Please refer to our EFT Form for additional information and instruction.

Click here to download the EFT Authorization Form.

For questions about EFT, please contact your employer or benefits administrator for more information.

7. I received a Missed Deduction Notice. What does this mean?

The Missed Deduction Notice is generated from our system upon processing your employer's payment for your Universal Life, Whole Life, Voluntary Disability Income, Critical Illness, Accident, or Cancer coverages. If you receive this notice, it means that the remitted amount for your premium is less that the amount billed for the pay period. This notice lists the missed pay periods and the total amount due.

You are receiving this notice in order to allow you to make up the missed premium. Please contact our customer service department at 800-537-5024 (Monday through Friday between 8:00 a.m.- 5:30 p.m. Central Time) for assistance.

8. I received a Notice of Pending Lapse on my Universal Life Insurance Policy. What does this mean?

The Notice of Pending Lapse is generated to advise you that your coverage has entered a grace period and that the policy will lapse 30 days from the date of the notice if premium is not received. This notice is the only warning that you will receive. Please refer to your policy/certificate for the grace periods specific to your coverage. Prompt payment of back premium will keep the policy in force. Please contact our customer service department at 800-537-5024 (Monday through Friday between 8:00 a.m. - 5:30 p.m. Central Time) for assistance.

9. I received a Notice of Policy Lapse. What does this mean?

The Notice of Policy Lapse is the final notice that is sent to you when your Universal Life, Whole Life, Voluntary Disability Income, Critical Illness, Accident or Cancer policy/certificate premium due is past the grace period. Policies/certificates may be reinstated under certain conditions and each reinstatement is subject to approval by our underwriting department and a two-year contestability period will begin at the time of reinstatement.

Please contact our customer service department at 800-537-5024 (Monday through Friday between 8:00 a.m. - 5:30 p.m. Central Time) for assistance.

10. Whom do I contact if I have a claim?

Contact information depends on the type of coverage that you have through Voya Employee Benefits.

To submit claims under Universal Life, Whole Life, Voluntary Disability Income, Critical Illness or Accident policies, please contact our Customer Service department at 800-537-5024, between 8 am and 5:30 pm Central Time.

To submit claims under Cancer policies, please call 800-301-6416.

To submit claims under other types of policies, please contact your employer or benefits administrator for more information.

You may contact any of the following numbers with specific claim questions:

For Cancer Insurance Claims, please call 800-301-6416.
For Death Claims, Critical Illness Claims or AD&D Claims, please call 888-238-4840.
For Accident Insurance Claims(not AD&D), please call 866-225-8704.
For Voluntary Disability Income Insurance Claims, please call 877-895-4616.
For Short-Term Disability (STD) or Long-Term Disability (LTD) Claims, please call 800-328-4090.

Click here to download specified claim forms.

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