LifePRO migration frequently asked questions

Migration-related questions

Policy and coverage

Q. Will my policy number or coverage change as a result of this system migration?
A. No, your policy number and coverage will remain the same.

Q. Will my existing policy terms and conditions remain the same?
A. Yes, they will remain the same.

Q. Will my policy renewal date or premium amount be affected?
A. No, they will not be affected.*

Billing and payments

Q. Can I still view and pay my bill the same way?
A. With the MYUSAbleLIFE portal, members can manage their payment preferences and view their payment history.

Q. Will my payment history be preserved in the new system?
A. Yes, you will continue to be able to view your bill and payment history for up to 12 months.

Q. How do I pay my bill?
A. You may pay your bill in one of the following ways:

• Make a one-time payment or set up recurring autopay by credit card, debit card, or automatic bank draft through the member portal: MYUSAbleLIFE.com
• Mail your payment to: USAble Life, P.O. Box 204665, Dallas, TX 75320-4665

(Include your policy number in the memo section.)

Q. Will automatic payments be disrupted or need to be reauthorized?
A. No, the bank draft process will remain the same.

Q. How do I set up/change my auto draft?
A. You may set up or change recurring autopay by credit card, debit card, or automatic bank draft through the member portal, MYUSAbleLIFE.com. Complete the Automatic Payment Authorization form and submit it with a voided check.

Claims

Q. Will there be any impact to my existing or in-progress claims?
A. No, existing or in-progress claims will continue to be processed without interruption. You will not need to resubmit pending claims.

Customer access and support

Q. Will my online account access change (e.g., login credentials or portal)?
A. No.

Q. Will I need to re-register on a new platform?
A. No.

Data and privacy

Q. Will my personal and policy information be safe during the update?
A. Yes. We use strong protections to keep your information safe while it’s being moved, like locking it with digital security tools so no one else can see it.

Q. How will USAble Life ensure my information stays correct during the system update?
A. We have multiple validations occurring before and after the system update to make sure your information stays accurate and complete.

Q. Will anything change in how my information is used or shared?
A. No.

Communication

Q. Who do I contact if I have questions?
A. You may contact Customer Care at custserv@usablelife.com or call 800-370-5856.

General questions

Claims

Q. How do I submit a claim?
A. You may submit your claim via mail, email, fax, or online:

• Online: USAbleLife.com/claims (policy number required for wellness claims)
• Mail: Attention: USAble Life Claims Department, P.O. Box 1650, Little Rock, AR 72203
• Email: custserv@usablelife.com
• Fax: (501) 235-8416
• Wellness claims: Submit online or call (800) 370-5856

Q. Can I check the status of my claim?
A. Yes, contact Customer Care at custserv@usablelife.com or call 800-370-5856.

Q. What is the claim processing timeframe?
A. Once all required documents are received, a claims examiner will review your case. In most cases, a decision is made within five business days.

Q. When will I receive payment?
A. Payment is typically issued the next business day after a claim is approved.

Q. Do I have a Wellness benefit?
A. Please review your policy or contact Customer Care at custserv@usablelife.com or 800-370-5856 for assistance.

Q. Can I make a payment over the phone?
A. No, USAble Life does not accept payments by phone.

Billing and payments

Q. Can you confirm my premium due date?
A. Premiums are due on either the 1st or the 15th of each month, depending on your chosen policy effective date.

Q. Can you resend invoices?
A. Bills and invoices are available at MYUSAbleLIFE.com or by calling Customer Care at 800-370-5856.

Maintaining policy

Q. How do I terminate my policy?
A. Submit your request to Customer Care at custserv@usablelife.com or call 800-370-5856.

Q. May I have a copy of my policy?
A. Yes, a duplicate can be emailed or mailed. Please contact Customer Care at custserv@usablelife.com or call 800-370-5856 to request a duplicate policy.

Q. Who is my beneficiary, and how can I change it?
A. Contact Customer Care at custserv@usablelife.com or call 800-370-5856 to confirm your current beneficiary.

To update, complete a Beneficiary Change Form and send it via:

• Mail: Attention: USAble Life Membership, P.O. Box 1650, Little Rock, AR 72203
• Email: membership@usablelife.com
• Fax: (501) 235-8419

Q. How do I correct my demographic information (name, address, date of birth, Social Security number)?
A. For address changes, contact Customer Care at custserv@usablelife.com or call 800-370-5856. For name, Social Security number (SSN), or date of birth updates, email a request with supporting documents (Social Security card, driver’s license, or birth certificate) to custserv@usablelife.com.

Q. How do I add my newborn to my policy?
A. Newborns are automatically covered for the first 90 days. After 90 days:

• If you have an individual policy, request a new policy through a Florida Blue agent
• If you have a family policy, send a copy of the newborn’s birth certificate and a completed application change form

Q. I didn’t request this coverage. Can I get a refund?
A. If you suspect fraud, contact Customer Care at custserv@usablelife.com or call 800-370-5856. A fraud investigation will be initiated to determine refund eligibility.

Q. Can I have two accident policies?
A. Yes, in Florida, you may have two accident policies.

Member Portal

Q. How do I sign up for the member portal?
A. Visit MYUSAbleLIFE.com. You’ll need to provide an email address, your date of birth, name, and the last four digits of your SSN to set up your new account. You’ll be sent a PIN, which will allow you to log in and set a password.

Q. What can I do on the member portal?
A. You can view billing history, make one-time payments, set up recurring autopay, and learn how to file a claim.

* If premiums change, it will be based on age, which would happen regardless of the migration.