Customer Service


eService

eService allows clients of American General Life Companies insurers access to policy information ... 24 hours a day, 7 days a week. This service is available for American General Life Companies customers who own life insurance policies and certain annuity contracts issued by: 
American General Life Insurance Company (AGL)¹ 
American General Life Insurance Company of Delaware, Wilmington, Delaware (AGLDE)1 
The United States Life Insurance Company in the City of New York (USL)

eService (online Account)

  • What is American General Life Companies' eService and how can I get access to my policy information?
  • American General Life Companies eService allows customers of American General Life Companies insurers to obtain personal policy information 24 hours a day, 7 days a week. eService can be used to view coverage, values, billing details, and other information about your policy. In addition, a number of online transactions are available. Transactions currently available include address changes, beneficiary changes, loan requests, and online payments options for some of our policies. If you are a customer that owns a Variable Universal Life product, you also have the ability to change your premium allocations, and make transfers between funds. You can access eService by clicking the "eService Log-in" on the main menu of the Web site. A Login ID and password must be established before you can use this service.
  • Is eService available for all American General Life Companies policies?
  • The service is available for most individual life insurance policies issued by American General Life Insurance Company, American General Life Insurance Company of Delaware, Wilmington, Delaware, and The United States Life Insurance Company in the City of New York. eService is not currently available for most annuity contracts, group life insurance and policies issued by American General Life and Accident Insurance Company or American General Assurance Company. Other policies may not be available depending on specific circumstances.
  • What information about my American General Life Companies policy(s) am I able to access?
  • A variety of policy information is accessible, including: 

    Policy Value 
    Premium Allocation Elections for Variable Universal Life Insurance policies 
    Rider Information 
    Billing Option 
    Beneficiary Information 
    Agent Information 
    You will have the opportunity to make certain policy owner requests online.

  • How often is my policy information updated?
  • Policy information is typically updated nightly, Monday through Friday. Occasionally, events outside of our control may delay the update time.
  • How much does it cost to access my policy information through American General Life Companies's eService?
  • This service is provided free of charge. You may, however, be responsible for any connection charges associated with your Internet provider.
  • How can I get started?
  • Before accessing online policy information, you will need to establish a Login ID and password. You also will need to review and agree to the Web site's "Terms of Use." You will establish your password by selecting the New User menu option on the left side of the customer login screen. Complete all required information and hit continue.
  • Can I choose my own Login ID and Password?
  • Yes, you can choose your own Login ID and password. Your Login ID and Password must be a minimum of 8 characters, and a maximum of 12 characters. Your password must contain at least two letters and one number. The password must begin and end with a letter.
  • How can I change my Login ID or Password?
  • Once a Login ID is selected, it cannot be changed. You can change your password by selecting the Maintenance option from the menu on the left side of the screen after you log in; then follow the instructions to change your password.
  • What if I forget my Login ID or Password?
  • You can select the "I forgot my password" menu option on the Customer Log in screen and follow the instructions. You will be asked to answer the hint question that you provided when you enrolled. If you answer correctly, your password will be sent to you via e-mail. If this does not help or if you forgot your Login ID, you can call 800-280-2011 (Monday - Friday, 7:00 AM to 6:00 PM Central Time) for assistance.
  • What measures has American General Life Companies taken to ensure the security and privacy of my policy information?
  • Several measures have been taken to protect your information: 

    Use of this site to access your policy information requires a browser that will support a Secured Socket Layer (SSL) encryption. This technology scrambles information as it is sent between your computer and our server.
     
    Prior to allowing you to establish a Login ID and Password, other information must be submitted. This information is verified with our current records to ensure accuracy.
     
    We have created a "Hint Question" that must be answered in the event a password is forgotten.
     
    You are required to select your own Login ID and Password. You should treat these as you would treat any other Password or PIN Number. This is confidential information that you should never share with anyone.

  • How can I be sure your site is secure?
  • We use secure socket layer (SSL) encryption technology for browser contact. SSL protects information as it crosses the Internet. You can tell if you are visiting a secure area by looking at the padlock symbol at the bottom of your browser screen. If it is "locked," you have a secure session.
  • What can I do to ensure the security of my policy information?
  • The following suggestions may be used to ensure the confidentiality of your policy information: 

    Do not share your Social Security number, Login ID, or Password with anyone. 
    Do not write them where others may view them. 
    Do not reveal your information to anyone. 
    Change your Password often. 
    Immediately notify American General Life Companies's Customer Service toll-free 1-800-280-2011 (Monday - Friday, 7:00 AM to 6:00 PM Central Time), if you notice any unusual activity on your policy. 
    After completing a session using eService, use the "Log Out" button to exit.

  • If I don't want to provide my social security number to enroll, are there any other options?
  • No, the Social Security number is the critical item needed to set you up for eService or our related eDelivery. Please note American General Life Companies has taken steps to ensure eService is a secure internet site.
  • Will American General Life Companies use my e-mail address for any other purposes?
  • American General Life Companies will only use your e-mail address to facilitate service transactions with you and American General Life Companies. The Privacy Policy regarding American General Life Companies use of personal information contains additional information describing our usage of your personal information such as your e-mail address.
  • Whom should I contact with questions about American General Life Companies's eService?
  • If you have questions about eService, please contact 1-800-280-2011 (Monday - Friday, 7:00 AM to 6:00 PM Central Time).
  • Can I make changes to my policy if I am signed up for eService?
  • Yes, if you are currently signed up for eService, you now have the capabilities to make changes to your policy online.
  • What online services are available for me to request?
  • Available services are based on the type of product you own. At this time, anyone signed up for eService has the capabilities to change their address, change their beneficiary designations, or request a form. If you own a Variable Universal Life product, you have additional capabilities to process changes to your premium allocations and deductions, transfer accumulation value between investment options, or set your policy up on automatic rebalancing.
  • How soon will the change I submit be processed?
  • Changes to your policy received through eService are generally received in our office within 20 minutes. Actual processing time may take up to 7 business days to complete. Variable Universal Life complete transaction requests received before the close of the New York Stock Exchange, usually 3:00PM Central Time, will be processed effective that business day*. Transaction requests received on or after the close of the New York Stock Exchange, usually 3:00PM Central Time, will be processed effective the following business day*.
    *Business Day is any day the New York Stock Exchange is open for a trading session.

  • How can I confirm my request has been completed?
  • After you have submitted your request, you will be assigned a confirmation number. This number can be referenced if you feel your transaction was not processed. You will also receive a paper confirmation through the mail after the transaction has been processed. Keep in mind, it may take up to 7 business days to complete your change.
  • What if someone else requests a change on my policy without my consent?
  • Once the request has been submitted, an e-mail will be sent to the e-mail address you provided us when signing up for eService. This
    E-mail notifies you a request has been received by us on your policy. In addition, the paper confirmation will always be mailed to the address we have on record. If you feel an unauthorized request has been submitted on your policy, please notify us immediately at 1-800-280-2011.

Disclaimer:
¹AGL and AGLDE do not solicit business in the state of New York. 
eService is not currently available for some policies underwritten by the insurers listed above and all policies underwritten by American General Life and Accident Insurance Company (Nashville, TN). eService is not currently available for group life, single premium immediate annuity and most deferred annuity products underwritten by AGL, AGLDE and USL.


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