Globe Life Family Heritage Division Claims

Here you will find answers to general claims filing questions. If you have questions or need assistance with filing your claim, please contact our Claims Department at (440) 922-5151. 

1. How do you submit a claim for the Wellness Benefit, Early Detection Benefit, Screening, or Healthy Heart Benefit?

   No claim form is necessary. Simply mail, fax, or submit electronically a copy of your medical report/results or an itemized bill that includes the patient's full name, date of service, name of the screening test, or a description of the service. Include the Policyowner's/Certificate holder's full name, and policy/certificate number. For covered children, please also include their date of birth.

   Please do not send Explanation of Benefits (EOB) forms from other insurance companies as we are not able to use these to process claims.

2. How do I submit or file a claim?

   You can submit a claim electronically through our website, by fax, or by mail. For faster filing, we recommend submitting your claim electronically where you can easily upload your supporting documents.

   Locate your specific type of health claim under "Health and Accident Insurance Claims" for the required documents that are needed in order to process your claim.

3. Where can I find my policy/certificate number?

   Your policy/certificate number is located on your policy documents that were mailed to you. You may also call our Customer Service Department at (440) 922-5222.

4. Will I be contacted if something is missing from my claim submission?

   Please carefully review all the filing instructions and submit all the required supporting documents. Missing information or documents will delay the processing of your claim. If it is determined that additional information is needed during the review of your claim, we will notify you in writing.

5. How long does it take to process a claim?

   The claims process varies for different types of products. Therefore, processing times will vary and it may be necessary for us to request additional information in order to process your claim.

   For any policy less than two years old, the claim may be subject to further review. This will increase the processing time.

6. Once my claim has been processed and approved for payment, how long will it take to receive my benefit payment?

   If your claim has been approved for payment, you will typically receive your direct deposit within seven business days from the time your claim was processed and all required information has been received. If your payment is in the form of a check, this will usually be received within 10 to 15 business days from the time your claim was processed and all required information has been received. If you have not received your check within 30 days of the date your claim was processed, please contact our Claims Department at (440) 922-5151.

7. My policy has been in force less than two years. How can I help ensure my claim is processed in as timely a manner as possible?

   Provide itemized medical billing statements and complete all necessary portions of the claim forms and any authorization forms that are required.

8. Why does the company request additional information on claims that are less than two years old?

   As with most insurance companies, claims submitted on policies that have been in effect less than two years require a more detailed examination.

9. What is the difference between a UB-04 and a 1500 HCFA statement?

   A UB-04 is typically a summary associated with hospital stays. A 1500 HCFA statement is normally associated with clinic or physician visits. These forms are completed by and obtained from the medical provider from whom the treatment was sought. The form numbers can be found at the bottom of the page.

10. Why does the company require both a UB-04 and itemized medical billing statements?

    The UB-04 has information on it that is not always on the itemized medical billing statements or other summaries (e.g., diagnosis and medical procedural codes).

11. Why is additional verification of medical records requested on accident claims?

    Many times the UB-04 or 1500 HCFA statement will include diagnosis codes. However, these codes are not always fully descriptive of why the visit to the ER or physician took place. Medical records such as Emergency Room and Doctor's Notes from the visits are helpful as they go into more detail of the observations and conversations that took place during the diagnosis and treatment of the injury. You can request a copy of this information from the facility that provided the treatment.

12. How will I find out about my claim decision?

    We will notify you in writing when a decision is made on your claim. Please review your policy before submitting your claim for detailed information regarding the specific benefits, how they are administered, and any limitations and exclusions. The claim decision is determined in accordance with the policy provisions.

Here you will find answers to general claims filing questions. If you have questions or need assistance with filing your claim, please contact our Claims Department at (440) 922-5151. 

1. How long does it take to process a claim?

   If the policy has been in force for longer than two years, it is considered “Incontestable,” which means it will be processed when all of the required documents are received and examined.

   If the policy has been in force less than two years, it is considered “Contestable” and will be subject to further review, which could increase the processing time.

2. How do I submit or file a claim?

   You can submit a claim electronically through our website, by fax, or by mail. For faster filing, we recommend submitting your claim electronically where you can easily upload your supporting documents. The exception to this is if the original, certified death certificate is required, which must be submitted by mail only.

   Please refer to the "File a Life Claim" instructions tab for the required documents that are needed in order to process your claim.

3. Once my claim has been processed and approved for payment, how long will it take to receive my check?

   If your claim has been approved for payment, you will typically receive your check within 15 business days from the time your claim was processed and all required information has been received. If you have not received your check within 30 days of the date your claim was processed, please contact our Claims Department at (440) 922-5151.

4. My policy has been in force less than two years. How can I help ensure my claim is processed in as timely a manner as possible?

   Accurately complete all necessary portions of the claim forms, including listing all known medical providers who treated the insured in the last five years in Section 3.

5. I’m filing a claim for accidental death benefits. How can I help ensure my claim is processed in as timely a manner as possible?

   All accidental death benefits, regardless of how long the coverage has been in force, will be reviewed to ensure the death meets the criteria of an accident as defined in the policy.

   Provide copies of the following documents along with the completed claim forms, the death certificate (including cause and manner of death), and a copy of the obituary (if available):

   • Autopsy, alcohol, toxicology, and police reports
   • A certified copy of the coroner’s report
   • Newspaper accounts and articles
6. I’m filing a claim where the manner of death of the insured was homicide. How can I help ensure the claim is processed in as timely a manner as possible?

   All claims where the manner of death is listed as homicide on the Insured's death certificate will be investigated.

   Provide copies of the following documents along with the completed claim forms, the death certificate (including cause and manner of death), and a copy of the obituary (if available):

   • Autopsy, alcohol, toxicology, and police reports
   • A certified copy of the coroner’s report
   • Newspaper accounts and articles
7. How does the company determine who to pay?

   The application includes a section where the policyholder may designate a beneficiary. Through the life of the policy, the policyholder may elect to change the primary beneficiary, add additional beneficiaries, or elect to list a contingent beneficiary under the policy. These changes are recorded in our computer system. It is important to note that we are unable to accept a change in beneficiary designation after the insured has passed away.

   If no beneficiary is chosen while the policy is in force or the listed beneficiary is no longer living at the time the insured passes away, any benefit payable will be issued pursuant to the terms of the policy.

   If you need to make changes to your beneficiary please contact our Customer Service Department at (440) 922-5222.

8. Where can I find the policy and agent numbers which are required to file an eClaim?

   The policy and agent numbers are located on the policy and application documents. You may also call our Customer Service Department at (440) 922-5222.

9. Can I submit a copy of the death certificate to file a claim?

   An original, certified death certificate is required for claims over $50,000 and must be submitted by mail only. If the death certificate is directly received from a funeral home or funding company, or for claims $50,000 or less, a copy will be accepted.

Here you will find answers to general claims filing questions. If you have questions or need assistance with filing your claim, please contact our Claims Department at (440) 922-5151. 

Watch a video to learn more about submitting an eClaim

1. How do I know my eClaims submission was successful? Will I receive a confirmation after I submit it?

   After you submit your claim, you will receive a message on the website page which will verify that it was successfully submitted, and you will also receive an e-mail confirmation.

2. What should I do if I am working on submitting my claim electronically and the system times out?

   If the system times out, you will need to start the submission process over. Please note that the system will alert you before it will time out and give you the opportunity to extend your session.

3. What should I do if I submitted my claims electronically and did not receive a confirmation?

   Please contact the Claims Department at (440) 922-5151 for assistance.

4. Is my information secure when I submit it electronically?

   All information submitted electronically is secure. We are committed to protecting the privacy and confidentiality of all information submitted. Please visit the Globe Life Privacy Policy for more detailed information about our company privacy policy.

5. How many documents or pages can I submit at one time when filing an eClaim?

   Please submit all required supporting documents for your claim. There is no limit to the number of pages you can submit when filing an eClaim. Please refer to the applicable Claim Checklists on the Globe Life claims page for the required documents that are needed in order to process your claim.