Frequently Asked Questions

You may be wondering what the COVID-19 pandemic means for your relationship with Mutual of Omaha. Below you'll find answers to frequently asked questions. The safety of our customers, our associates and our communities are our highest priority. We are here to help you during this unprecedented time.

What is Mutual of Omaha doing to respond to the situation?
What if I'm having difficulty making my premium payments?
Will you extend the time I have available to make premium payments?
How will my claims be processed if the time I have available to make premium payments has been extended?
What options do I have available to make a premium payment?
What other things can I do through Customer Access?
What if I'm enrolled in the Mutually Well fitness center program, but my fitness facility is closed and I'm unable to access the benefits of this program?

What is Mutual of Omaha doing to respond to the situation?

Mutual of Omaha has multi-disciplinary teams of subject matter experts meeting to closely monitor, assess and respond to the COVID-19 pandemic. We're committed to providing superior service to our policyholders and we have taken active steps to prevent any interruption in our business processes. Our customer service and claims operations are functioning as normal, even as our associates work remotely to help protect their health and safety. Mutual of Omaha is strong, stable, secure and committed to delivering on the promises we make to our customers.

What if I'm having difficulty making my premium payments?

We are committed to working with our policyholders as we navigate this unprecedented situation. Depending on your state of residence, there may be payment options available to you. For state-specific information, we encourage you to visit your state's Insurance Department website. We will work with individuals on a case-by-case basis to determine if you are eligible for an extended grace period. If you are experiencing a hardship and in need of additional time to pay your premium, please reach out to our Customer Service area at 800-775-6000 to discuss the options available to you.

Will you extend the time I have available to make premium payments?

We offer grace periods to allow deferment of payments when unforeseen situations arise. As part of the response to COVID-19, many states are providing guidance relating to possible extensions of grace periods. A grace period is an extended period of time beyond the premium due date during which you may pay your premium to keep your policy in force. In order to maintain the coverage provided by your policy, all premium payments due for prior months must be received by the end of the grace period. If you are in need of additional time to pay your premium, please Contact Customer Service at 800-775-6000 to discuss the options available to you.

How will my claims be processed if the time I have available to make premium payments has been extended?

If you are within an extended grace period on your policy, the claim will be processed according to the provisions in your contract.

Special information for Medicare supplement policies: It is important to note that claims received in the extended grace period will show that they are being denied and you will receive an Explanation of Benefits (EOB) to indicate the claim is not paid. However, once you have paid your premium in full during your extended grace period, the claim(s) will automatically be reprocessed. You will then receive an EOB to describe the adjustment of the claim(s). There's no additional action you need to take once your premium has been paid in full. If you have any questions regarding this, please contact Customer Service at 800-775-6000.

Special information for Life Insurance policies: If an insured policyholder passes away within the extended grace period, benefits will be payable according to contract provisions. However, any premium due would be deducted from the benefit payable. There are no exclusions in any of our life insurance policies that would apply to death caused by COVID-19, or any other disease. Benefits that are payable under an Accidental Death policy are only for deaths caused by accidental injuries as defined in the policy.

What options do I have available to make a premium payment?

One-time premium payments can be submitted 24/7 through our secure online Customer Access portal or via our automated phone experience at 800-775-6000. You may also call Customer Service at 800-775-6000 to make a payment. Representatives are available Monday-Thursday from 7 a.m.-5:30 p.m. and Friday from 7 a.m.-5 p.m. All times noted are Central Time.

Automatic bill pay is also available for recurring premium payments. To set up an automatic bill pay, please do so through the Customer Access portal.

What other things can I do through Customer Access?

Customer Access provides several self-service capabilities* to individual policyholders, such as:

For Life & Health

• Demographic changes (phone number, residential address, mailing address, email)
• Change billing frequency
• Change billing type (Automatic bill pay vs. paper billing)
• Make a one-time payment
• Generate payment history
• Get policy forms
• Add third party notifier (only for required states)
• Leave feedback via Listening Post Tool
• Communication preference updates (billing notifications)

For Life Only

• Request a loan (up to $50,000) for Whole Life and Universal Life
• Add, edit or remove a beneficiary (up to $50,000 face amount)
• View/print Life EOB (policy values)

For Health Only

• View/print Claims EOB
• Obtain a duplicate ID card (Med Supp and Dental policies)
• View/print ID card for Med Supp policies
• Select paperless EOB delivery
• Vote for Board of Directors (Mutual of Omaha customers only)

*Self-service capabilities listed here may not be available for all policies.

What if I'm enrolled in the Mutually Well fitness center program, but my fitness facility is closed and I'm unable to access the benefits of this program?

Due to the variability of the fitness center responses to COVID-19 and state-by-state guidelines, our vendor for the Mutually Well program, Tivity Health®, is offering various options tailored to your needs. If your fitness center is temporarily closed, you may reach out to the Mutually Well Customer Service team at 1-833-574-6105 and they can discuss the options available to you. As a reminder, you also have access to the Mutually Well app, which gives you helpful fitness and nutrition resources.