Customer Service - Frequently Asked Questions

This section will help you get answers to frequently asked questions. If you do not see the answer to your question or need further explanation, please call or e-mail as below, depending on the coverage you have:

Customer Service Questions
Claims Questions
Download Forms
Customer Inquiry form

If your policy number has nine numbers followed by the letter "A"
   (example: 999-999-999A), your policy is Student Accident policy, and you
    should contact Special Risk at 1-800-622-1993 or email
    special_riskdiv@gtlic.com.
If your policy number has nine numbers followed by the letter "J"
   (example: 999-999-999J), your policy is Student Accident policy, and you should    contact Special Risk at 1-800-622-1993 or e-mail special_riskdiv@gtlic.com.
If your policy number has six numbers (example: 99-9999), your policy is a
    Credit Insurance policy, and you should contact Credit Insurance at
    1-800-551-8274 or e-mail creditinsurance@gtlic.com.

If your policy has numbering other than the above, you may have a GTL life or health insurance plan. The following questions may be able to help you:

Customer Service:
What are your hours of operation?
Can I view or change my policy online?
Can I pay my premiums online?
How do I check on the status of my policy or get information on my policy?
How can I get a duplicate copy of my policy?
How can I change my address, beneficiary, or my name on my policy?
How can I find out what my policy value is?
I am a GTL sales professional. Where can I go on GTLIC.com to get the marketing material and other information I need to sell and service GTL's products?

Claims:
Can I submit a claim online?
How do I file a life insurance claim?
How do I file a Medicare Supplement insurance claim?
Did you get my claim?
How can I verify my benefits?

If none of these FAQs answers your question(s) or you have additional questions about your policy or benefits, please complete the Customer Service Inquiry Form.

What are your hours of operation?
Our skilled professionals are available to serve you Monday - Thursday, from 7 a.m. - 5 p.m. (CST), and Friday, from 8 a.m. - 12 p.m. (CST).
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Can I view or change my policy online?
GTL does not currently offer access to policy information online. If you need information about your policy or other products or services, please contact the Customer Service unit at 1-800-338-7452.
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Can I pay my premiums online?
No, Unfortunately, GTL does not currently have an online payment option. However, you can pay your premium through your bank via electronic Funds transfer, or you can send a check to our mailing address.
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How do I check on the status of my policy or get information on my policy?
In order to get information on a policy, or the status of the policy, please call our Customer Service unit at 1-800-338-7452. Please have the name of the insured (the person insured by the policy) and the policy number ready when you call.
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How can I get a duplicate copy of my policy?
We understand that sometimes you need a duplicate copy of your policy, whether you have lost it or merely want to keep a copy in a safe place (just in case). To get a duplicate copy of your policy, please call Customer Service at 1-800-338-7452.
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How can I change my address, beneficiary, or my name on my policy?
In order to change your name, address, or beneficiary on your policy, you should complete a Policy Change Form, which must be signed by the owner of the policy.

For copies of the Policy Change forms, you can
download PDF forms , or call the Customer Service unit at 1-800-338-7452. When you have completed the form and obtained the policyowner's signature, please return the form to GTL by fax at 1-847-699-2551 or by mail to:

Guarantee Trust Life Insurance Company
ATTN: Policyowner Services
1275 Milwaukee Ave
Glenview, Illinois 60025

PLEASE NOTE: We cannot proceed with any changes without the signature of the policyowner. For some life insurance policies, ownership may change. All requests will be confirmed by mail to the policyowner. Back

How can I find out what my policy value is?
The policy value can only be given to the owner of the policy. To receive information on the value of the policy, please call the Customer Service unit at 1-800-338-7452.
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I am a GTL sales professional. Where can I go on www.gtlic.com to get the marketing material and other information I need to sell and service GTL's products?
To meet the growing needs of our internet-savvy agents, GTL has created GTLink, an online agent access tool.

What is GTLink?
GTLink is our agent access application which allows GTL agents to see their pending cases, outstanding requirements for pending cases, and general news from GTL and the insurance industry. This will help our agents keep in touch with the company and have the most up-to-date information possible at their fingertips.

How do you access GTLink?
Only active GTL agents can qualify for access, and will need to request a username and password to log into GTLink. If you are an agent licensed with GTL and would like to apply for access to GTLink, please
click here and complete the GTLink Access Application. If you qualify for access, we will e-mail you a username and password.

If you would like more information on GTLink, please call 1-800-323-6907 or email agency@gtlic.com    Back

Can I submit a claim online?
GTL does not allow for online claims submission at this time. To submit a claim, read below, or call the Customer Service unit at 1-800-338-7452.
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How do I file a life insurance claim?
A beneficiary, family member, or funeral home should call the Customer Service unit at 1-800-338-7452 with the following information:
Insured's name
Policy number
Date of death

Based on how long the policy has been inforce, different information may be required. We will need:
Certified death certificate (original, not a copy)
Original policy (if available)
Completed claimant's statement (form provided by GTL)

Your Claims Representative will notify you if any additional forms or information are required.
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How do I file a Medicare Supplement insurance claim?
For the quickest response and to have payments sent directly to your provider, it is best to ask your provider to file your claim as a Medigap claim to GTL.

If you are a provider and need the step-by-step instructions on how to file a Medigap claim,
point your mouse cursor here to download the instructions as a PDF file (requires Adobe Acrobat Reader), e-mail us at claims@gtlic.com, or call us at 1-800-338-7452 and we will mail the information to you.

OR, if you are an insured or a provider who would like to submit claims directly to GTL, please make sure that all bills include an Explanation of Medicare Benefits and send them to:

P.O. Box 1144
Glenview IL 60025

If you have any questions about the claims process, please call us at 1-800-388-7452 or e-mail us at claims@gtlic.com. Back

Did you get my claim?
To confirm receipt of your claim, please call 1-800-338-7452.
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How can I verify my benefits?
To confirm the benefits of your policy, please call 1-800-338-7452.
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Customer Service Inquiry Form
Due to privacy laws, our responses to requests will be directed to the policyowner (life policy) or the insured (health policy) via mail.
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  * Require Information
* Insured's Name:
* Policy Number:
Question: