FREQUENTLY ASKED QUESTIONS

I can’t make my premium payment by the due date, is my coverage going to lapse?
You policy comes with a 30 day grace period for premium payments.

Where do I mail premium payments?
P.O. Box 961202 Fort Worth TX 76161-1202.

Where do I mail any claims and/or correspondence?
P.O. Box 982005 Fort Worth, TX 76182-8005

What hours is your policyholder service department open to accept telephone calls?
Our telephone hours are 8:30-4:30 CST Monday-Thursday and 8:30-3:00 CST Friday.

Do you have an email address to send our claim inquiries to if we can’t call during your business hours?
Our policyholder service department email address is phs@southwestservicelife.com.

Am I covered when I go out of the United States?
Unless specifically excluded by your contract, you are covered for the benefits listed in your policy. All policy provisions apply, including medical necessity and reasonable and customary.

What is reasonable and customary?
Reasonable and customary (R&C) is the dollar amount allowed for a particular service. The reasonable and customary amount for charges is determined by using your geographic area.

Does my surgery/hospital stay need preauthorization?
No, our policies do not require a pre-authorization.

How long do I have to submit a bill/claim?
Please submit the claim as soon as you can. Please refer to your policy provisions but in most cases, proof of loss must be submitted to the Home Office within 90 days after the date of such loss.