In April 2020, we made key updates to our authentication process when agents call into the Customer Experience Advocacy Team (formerly Life Customer Service, Annuity Contact Center and Claims teams).
As a reminder, our verification process for sensitive information or policy changes via a phone call to Protective for life, annuity or claims requests has been updated.
Representatives must provide all of the following:
- Relationship to the agent (if assistant or back-office support)
- Password (if present)
- Policy number
If the policy number is provided above, we will only need to verify one of the following pieces of information. If Protective needs to look up the policy number, we will need to verify two of the following items:
- Last four digits of owner’s or insured’s Social Security number
- Owner’s or insured’s date of birth
- Last four digits of agent’s Social Security number
Protecting our clients is extremely important at Protective and we continually look for ways to increase protection in our rapidly changing industry. If you have any questions, please contact your Protective Life representative.
Let’s deliver on our promises. Together.