1-800-677-9595 (clients)Client Services is a part of the Policy Services Department in Insurance Operations. The Client Services Team consists of 6 representatives who will answer inquiries regarding general information and status of requests.
Contact Information:
1-800-677-9595 (clients)
1-800-677-9696 (producers)
FAX: 1-855-210-3417 or 1-513-362-2357
Email: clclient.service@columbuslife.com
Remember, always refer to your In-force Email Notifications or Office Safe before calling the Service Center. If the information you need is not on Office Safe or in the In-force Email Notifications, you can get the following information from our Service Center:
Status of a policy if you have no records
Explanation of coverages
Loan, dividend and surrender quotes
Requests for cash value and dividend projections
PDP/PDF quotes
Minimum Deposit quotes
Paid To dates
Explanation of requirements needed for changes. (Requirements for changes are explained in the Contractual Changes section of the Marketing Manual.)
Client Services will also handle inquiries concerning such things as:
Stop-PAT
PAT processing requests
Returned drafts
Reinstatement figures
Status of pending requests (checks, policy changes, New Business cases)
When calling the Client Service Center, please remember these TIPS:
Utilize all resources including previous correspondence, In-force Email Notifications, Office Safe and the Marketing Manual before calling the Home Office.
Organize all pertinent information before calling the Home Office. Being organized not only helps the caller to communicate a problem or need, but also enables the person being called to provide better service.
Give all policy numbers involved, especially with Pre-Authorized Transfer cases.
Ask all questions regarding a particular case at the same time. This will eliminate the need for staff members to consult the same information source several times.
Continue working with the same individual you first contacted concerning the problem, until the matter is resolved. In order to do this, it is very important that you get the name of the person you contacted. Duplicate phone calls are wasteful and inefficient.
Questions or problems which are not urgent should be handled in writing. This will keep the telephone lines open for those matters which are urgent.
When writing to Client Services, please remember these TIPS:
Present the request in a clear and organized manner, being careful to include all pertinent information (especially all policy numbers involved).
If you do not have a policy number, indicate the insured's full name including middle initial. (Nicknames should not be used.)
If the spelling of a name is not definite, please provide as much additional information as possible: birth date, address and writing agent. This will enable the Home Office to do a more thorough search.
Indicate both on the envelope and in the letter if a particular Home Office associate should receive the request. This will ensure that the correspondence will reach the individual if the envelope should become separated.
All correspondence should be signed with your full name and the name of the agency with which you are affiliated.
Indicate if return correspondence should be sent to another party.
Anticipate when your request will be completed and look for In-force Email Notifications or letter of acknowledgment. Allow the Home Office sufficient time in which to answer questions and resolve problems.
Please keep copies of everything you submit to the Home Office for your files.
Policyowner listings are available through the Client Services. The different listings available include:
Policyowner Zip Code Listing by Servicing Agent
Policyowner Zip Code Listing by Servicing GA
Writing Agent/GA listing
Policyowner Birthday List by Agent
Policyowner Birthday List by GA
Term Policies and Riders by GA or Agent Number
Family Plan Policies and Riders by GA or Agent Number
Alphabetic Listing of Policyowners
Policyowner Mailing labels
If you are interested in one of the above listings, please send a Time-Saver to the attention of Client Services, or email (clclient.service@columbuslife.com). The mailing labels are available for a minimal charge. Please contact the Agent Services area for cost information.