Life Insurance Service - Frequently Asked Questions

Customer Service  

How do I contact you?

Confused about whether to call us, write us or E-mail us?

Please call us toll-free when:

  •  you have questions about benefits or premium payments
  •  you have a question about your coverage
  •  you feel you can no longer keep your coverage active
  •  you change your address
  • you want to request a form (some forms can be downloaded from this site)
Our toll free customer service line is:
1-800-523-9100
8:30 a.m. to 5:30 p.m. (ET)
Monday - Friday

New York policyholders, please call us toll free at:
1-800-323-4542
8:30 a.m. to 5:30 p.m. (ET)
Monday - Friday

Please write or E-mail us:

  •  to request forms
  •  to change your beneficiary (you can also download the Change of Beneficiary Form from this website)
  •  to notify us of the death of an insured
  •  if you have lost your policy
To E-mail us, please click here.

Our mailing address is:
Colonial Penn Life Insurance Company
Life Administration - 2150
399 Market Street
Philadelphia, PA 19181 - 2150


New York policyholders, please write to us at:
Bankers Conseco Life Insurance Company
Administrative Office
399 Market Street
Philadelphia, PA 19106-2181

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Can I E-mail you?

Feel free to E-mail us regarding your life or health insurance to:

Request information
Request a form to report a claim or change a beneficiary
Ask a question

Just click here.

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Can I download forms from this website?

Yes, to download forms click here.

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What payment options are available?

We offer the following convenient payment options, and with any of them you can pay monthly, annually, quarterly or semi-annually:

Direct Bill - We'll send you a statement for payment by check or money order.

Automatic deduction from your checking or savings account - Many of our policyholders find this to be the most convenient payment method. You'll save time and postage, and you can choose the date you would like to have your payment deducted. To download and mail us the automatic bank account deduction Authorization Form, click here. To sign up online click here.

Credit Card - We'll charge your premium directly to your credit card (not available for all plans in PA). To request recurring credit card billing please call us toll free.

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How do I change my payment method?

 To sign up online for automatic bank account deduction click here.
 To download and mail us the automatic bank account deduction Authorization Form, click here.
 To request recurring credit card billing please call us toll free.
 To switch to direct bill, or for help selecting a billing plan that's right for you please call us toll free.

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Can I pay my current bill online or over the phone?

You can pay a current bill either online or over the phone using automatic bank account deduction or a credit or debit card.

  • You can pay by phone 24 hours a day, 7 days a week, by calling 1-800-523-9100. Our automated system will direct you through the process. You will need to have your policy number or numbers, and your credit/debit card or bank account number and bank routing number handy.
  • To pay online, please click here.

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Helpful payment tips

Be sure to write your account number or case file number on your check or money order.
Mail your payment at least 10 days before it's due.
Making payment on more than one plan? Be sure to list all account numbers or case file number and include the billing notice for each account or case file.
Missing your bill or payment coupon? Just write your account number(s) or case file number on your check or money order and mail it to:

Colonial Penn Life Insurance Company
P.O. Box 371850
Pittsburgh, PA 15250-7850

New York policyholders, please use this address:
Bankers Conseco Life Insurance Company
P.O. Box 371854
Pittsburgh, PA 15250-7854

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More than one insurance plan?

If you bought additional coverage, don't let your existing coverage lapse! Additional coverage is issued as a separate and distinct plan with a different account number. Usually, when you buy more than one policy from us we automatically combine your payments into one convenient monthly statement. If you are still receiving separate premium notices we may be able to combine them.

Call us to see what your options are.

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I have more than one policy - can I just get one bill?

Yes, depending on the type of coverage you have we may be able to combine your life insurance premium notices into one convenient, monthly statement. Please call us for details.

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How do I change my beneficiary?

Most of the insurance documents we issue include a form. Just complete the form and mail it to us. If you need a new form, just E-mail your request to us, call us toll free, or click here to download the form.

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How is a life insurance claim filed?

Please click here to view questions and answers regarding our life insurance claims process.

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I lost my policy - how can I get a copy of it?

Please send us your request in writing, through E-mail or regular mail.

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How do I change my address?

To change your address please register online now. Once you've registered you'll see your account information, including address, and you can submit an account update request online. If you prefer not to register now, please call us at 800-523-9100 8:30 am to 5:30 pm (ET), Monday-Friday. NY residents, call 800-323-4542.

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Can I increase the amount of my life insurance coverage?

Many of our customers are eligible to add to their coverage with us. It depends on your age, state of residence, and how much coverage you currently have. Please call us toll-free and one of our Customer Service specialists can help you.

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Where can I see your notices on privacy and confidentiality?

Please click here to view our website privacy statement, our corporate privacy notices and our policy regarding confidentiality protocols for victims of domestic violence and endangered individuals.

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Who do I contact with service or claims questions about my Colonial Penn Medicare Supplement policy?

For policies issued in 2010 and later, please call 1-800-800-2254 for more information. For all other policies, please refer to the information in this website.

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I’m a Medicare Supplement Provider. Where can I go for more info about a Colonial Penn Medicare Supplement policy?

For Provider Services, please click here for more information (for policies issued in 2010 and later).

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How do I report potential fraud regarding my policy?

Please complete this form to report potential fraud regarding your policy.

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