Transamerica

FAQ

In this section you'll find the answers to some of the questions most frequently asked about life insurance policies and annuity contracts distributed through Transamerica Life Insurance Company. To view the questions and answers, please select a topic below.

If after reviewing this information you still have questions, please contact us


Policy Service and Claims FAQs

Contacting Transamerica

How do I contact Customer Service?

  1. BY E-MAIL:
    You may contact us for any account related or technical inquiries .
  2. BY PHONE:
    800-852-4678, 8AM-5PM M-F, Central Time (U.S.)
    (852) 2506 8208 (HongKong)
    (65) 6212 0620 (Singapore)
    Fax: (441) 278-8559 (Bermuda)
    Please use the hotlines above or the local branch office number specified for your policy.
  3. BY REGULAR MAIL:
    For individual life insurance:
    Transamerica Life Insurance Company
    4333 Edgewood Rd. NE
    Cedar Rapids, IA 52499

    For individual annuities:
    Transamerica Life Insurance Company
    4333 Edgewood Rd., NE
    Cedar Rapids, IA 52499

    For Group/Worksite policies and contracts:
    Transamerica Employee Benefits
    1400 Centerview Dr.
    Little Rock, AR 72211
    Phone: (800) 322-0426
    Fax: (501) 227-1647

    For New York policies and contracts:
    Mailing Address:
    4333 Edgewood Rd. NE
    Cedar Rapids, IA 52499

    Administrative Office:
    Transamerica Financial Life Insurance Company
    Administrative Office
    4333 Edgewood Rd. NE
    Cedar Rapids, IA 52499

    For Hong Kong policies and contracts:
    Transamerica Life (Bermuda) Ltd.
    Hong Kong Branch Office
    58/F One Island East
    18 Westlands Road
    Island East, Hong Kong
    Tel: (852) 2506 8208
    Fax: (852) 2506 1455

    For Singapore policies and contracts:
    Transamerica Life (Bermuda) Ltd.
    Singapore Branch Office
    1 Finlayson Green
    #13-00
    Singapore 049246
    Tel: (65) 6212 0620
    Fax: (65) 6212 0621

    For Bermuda policies and contracts:
    Transamerica Life (Bermuda) Ltd.
    P.O. Box 2274
    Hamilton HM JX
    Bermuda
    Fax: (441) 278-8559
    Email: service@tlb.bm

  4. For all other products, please refer to our Company Directory.

How do I contact Technical Support?

Our toll-free technical support hotline is 1-800-742-7005, or contact us.

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RAP

What is a RAP?

The RAP (Required Annual Premium) is the minimum amount that must be paid each year during the required premium period specified in a universal life insurance policy to keep the policy in force. The RAP must be received by Transamerica by the policy anniversary date each year. If it is not, the policy will enter its grace period. With certain limitations, it is possible to pay future years' RAP in advance.

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Loans

How do loans work on my life insurance policy?

A policyholder may borrow any amount up to the policy's cash value less any outstanding loans and any interest due on the loan. Loan interest is due annually, in advance, at the time the loan is taken and on each policy anniversary. The loan interest on any outstanding loan is billed on the policy anniversary. If the loan interest due is not paid, subject to available policy values, an additional loan will be created to pay the loan interest due and that amount will be added to the outstanding loan balance.

A policy loan can be repaid at any time. However, if at any time the outstanding loan amount exceeds the policy's cash value, the policy will lapse. If the policy is in force and there is an outstanding loan balance at the time of the death of the insured, the loan balance will be deducted from the policy's death benefit proceeds paid to the beneficiary.

For an online loan request form, access the Service Forms section.

Please email the form to:

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Beneficiaries

What is a beneficiary?

The person(s) or organization(s) designated by the policyowner to receive the death benefit upon the death of the insured, annuitant or annuity owner.

What is the difference between a primary and a contingent beneficiary?

Primary Beneficiary
The primary beneficiary generally has first rights to the death benefit.

Contingent Beneficiary
The contingent beneficiary is entitled to (or) eligible to receive the death benefit when the primary beneficiary predeceases the insured.

What is the difference between a revocable and an irrevocable beneficiary?

Revocable Beneficiary
The policy owner CAN change the revocable beneficiary at any time prior to the death of the insured.

Irrevocable Beneficiary
The policy owner CANNOT change the irrevocable beneficiary without the written consent of the current irrevocable beneficiary.

Who may change a beneficiary?

Generally, only the policyowner may change a beneficiary.

How can I change the beneficiary listed on my policy?

The owner of the policy can change the policy's beneficiary at any time if the beneficiary designation is revocable. If the policy's beneficiary designation is irrevocable, the beneficiary must also approve any future beneficiary changes. For an online form to change the beneficiary, access the Service Forms Section.

Please email the form to:

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Claims

Who can file a claim?

The beneficiary or the beneficiary’s guardian can file a claim.

How do I report a claim on an individual life insurance policy or annuity contract?

For U.S. policies or contracts:

  1. Always immediately report the death of an insured or annuity owner or annuitant via the following toll-free numbers:

    For life policies: (800) 852-4678
    For annuities: (800) 821-9090

    or by email to:

    For life policies: TAAFPClaims@transamerica.com
    For annuities: customercare@aegonusa.com

    Include the name of the deceased, date of death, policy numbers and cause of death.
  2. Obtain a fully completed First Report of Claim Form from each beneficiary.

  3. Obtain one officially certified (not notarized or a photocopy) death certificate for the insured, annuity owner or annuitant and any deceased primary beneficiary.
  4. Send any correspondence and Proofs of Death to:

    For life policies:
    Transamerica
    4333 Edgewood Rd., NE
    Cedar Rapids, IA 52499

    For annuities:
    Transamerica
    4333 Edgewood Rd., NE
    Cedar Rapids, IA 52499

    Send to the attention of the assigned examiner, if already known.
  5. If all or part of the proceeds is assigned to a funeral home for funeral expenses, you will also need the assignment from the funeral home signed by the beneficiaries and an itemized statement of funeral expenses.
  6. If the beneficiary is a trust, you will need:
    • A First Report of Claim Form to be completed by the Trustee

    • A statement from the Trustee (which may be on the Claim Form) that the Trust is still in force and the Trustee(s) is actively serving thereunder
    • The Trust Tax Identification Number (Otherwise, claim interest becomes subject to backup withholding tax – currently 30%)
    • Photocopies of the portion of the Trust related to Trustee/Successor Trustee
    • First and last (signature) pages of the Trust
    • For certain annuity claims, additional documentation may be required

For Hong Kong policies or contracts:

Please contact the Hong Kong Branch Office at
Transamerica Life (Bermuda) Ltd.
Hong Kong Branch Office
58/F One Island East
18 Westlands Road
Island East, Hong Kong
Tel: (852) 2506 8208
Fax: (852) 2506 1455

For Singapore policies or contracts:

Please contact Singapore Branch Office at
Transamerica Life (Bermuda) Ltd.
Singapore Branch Office
1 Finlayson Green
#13-00
Singapore 049246
Tel: (65) 6212 0620
Fax: (65) 6212 0621

For Bermuda policies or contracts:

Please contact Bermuda Administrative Office at
Transamerica Life (Bermuda) Ltd.
P.O.Box 2274
Hamilton HM JX
Bermuda
Fax: (441) 278-8559
Email: service@tlb.bm

In order to file a claim, what kind of information should I provide?

To file a claim, you need to provide the name of the insured, policy number, date of death or disability, date of birth, and the name, address and phone number of the person reporting the claim. We also would like to know the cause of death/disability and the insured's Social Security Number or Passport Number. If death is involved, we need to know if all or part of the proceeds is being assigned to a funeral home for funeral expenses.

How long does it take for Transamerica to settle a claim?

Once all claim requirements are met and the materials are received in the Claims Department, you can generally expect it to take five to seven working days to complete payment of the claim. If there will be a delay because a claim is contestable or if it involves accident indemnity or complex issues, we will let your agent or legal representative know the reason.

If the beneficiary is a minor, who should complete the claim form?

If the beneficiary is a minor, the court appointed guardian of the child's estate must complete the First Report of Claim Form.

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Policy/Contract Maintenance

How can I change the address of record on my policy or contract?

You may contact Customer Service, or submit a change of address request online from within the Policies & Contracts section.

How can I get a duplicate copy or specimen of my policy or contract?

For U.S. policies or contracts :

If a policy is lost, a duplicate policy may be requested. A Policy Service Form must be completed and returned to Customer Service with a check payment of $25.00. You must login to access this form.

For Hong Kong and Singapore policies or contracts:

Please contact your respective local branch office.

For Bermuda policies or contracts:
Please email your inquiry to service@tlb.bm

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Automatic Withdrawals

What are automatic withdrawals?

You may authorize Transamerica to take automatic withdrawals from your bank account in order to pay premiums. In addition, the bank account information we have on record may be changed at any time with your authorization.

This option is not available in Singapore or Bermuda policies or contracts.

How can I set up automatic withdrawals?

Complete the Automatic Withdrawal Form and submit the completed form to Customer Service. You must login to access this form.

For Hong Kong policies or contracts, please complete the direct debit authorization form and submit the completed form to the Hong Kong Branch Office.

This option is not available in Singapore or Bermuda policies or contracts.

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