Frequently Asked Questions
Please navigate below to find our most frequently asked questions. If you need more help or can’t find what you’re looking for, please visit our Customer Portal and chat with us using GTL Chat in the lower right side of the screen.
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Customer Service
Customer Service
What is the best time to call your office?
Can I view my policy online?
How do I check the status of my policy?
How can I get a duplicate copy of my policy?
Once you register on our Customer Portal, you can access your policy online; the option to Get Policy is on your homepage under My Coverage. Select the blue Get Policy button to download! To receive a duplicate copy of your policy via email or mail*, please call the Customer Service Department at 1-800-338-7452.
*Fees may apply
How can I check/update my banking information on my policy?
You can change or update your banking information on our Customer Portal. Once you have registered, you can update your banking information on your homepage under My Coverage. Underneath your current banking information, you will see an option to click on Update Banking Information.
How can I change my address, beneficiary, or my name on my policy?
You can update your address, phone number or email on our customer portal. Once registered, you can navigate to the My Account tab and select My Profile; there you can update your information with the UPDATE INFORMATION button.
Please complete a Policy Change Form if you wish to make changes to your beneficiary or name. Please note, this must be signed by the owner of the policy.
For copies of Policy Change forms, you can download from the PDF forms listed below. Please return the completed form to GTL at the following address:
Guarantee Trust Life Insurance Company
ATTN: Policy Owner Services
1275 Milwaukee Ave.
Glenview, IL 60025
Policy Change Form – Correction
Policy Change Form – Beneficiary
Policy Change Form – Ownership
Policy Change Form – Annuity Withdrawal/Surrender
If you have trouble downloading a form, please call our Customer Service Department at 1-800-338-7452.
Health Insurance Claims
Health Insurance Claims
How can I check my Claim Status?
After submitting your claim, please log into our Customer Portal and use GTL chat in the lower right side of the screen to check your status.
How can I obtain a claim form?
How will my benefit payment be received?
Once eligibility has been confirmed, a check will be sent to you or the Provider if you assigned the benefits. If we are making payment directly to the provider, you will still receive a copy of a benefit statement showing a payment was made.
What does an "assignment" with my provider mean?
Among the paperwork you may receive to sign at the time of service, your provider may provide you with an agreement to assign insurance benefits to their facility directly. If you sign this agreement with your provider at service time, we are obligated to provide any benefits directly to the provider. You will receive a copy of our EOB notifying you the claim was processed.
How do I file a Medicare Supplement Insurance claim?
Medicare Part A (Inpatient Hospital-Skilled Nursing Facilities)
- Most often your provider will communicate directly with Medicare to ensure payment for benefits due under the Medicare program. If after Medicare has paid their portion, you still need to file for Part A supplement benefits, the provider can most often send us the correct forms we need in order to process your claim and then provide benefits directly to the provider. If your provider does not submit the forms for you, please send us the hospital or nursing home bill and the Explanation of Medicare Benefits (EOMB). No claim forms are necessary and as soon as we receive the required statements, your claim will be promptly processed.
Medicare Part B (Doctors-Outpatient Facilities)
- Claims for Part B are submitted to us automatically and electronically from Medicare through what is called the Crossover Program. We send Medicare a file every two weeks listing all our current Medicare policyholders. In turn, once Medicare finishes processing their Part B claims, they will then forward to us any claims on our policyholders.
- If you elected to participate in the Crossover Program, your provider will send your claim information to Medicare, Medicare will process their payment to the provider and they will send us a copy of your claim so we can process your supplement benefits. There are no claim forms necessary and as soon as we receive the claim, we will process your benefits.
- If you elected not to participate in the Crossover Program by opting out, then you are responsible for obtaining the bills and Medicare EOMB (Explanation of Medicare Benefits) statements from your provider and Medicare, and submitting them to us.
Mail to:
Guarantee Trust Life Insurance Company
P.O. Box 1144
Glenview, IL 60025
Fax to: 847-699-1048
Email to: HIClaims@gtlic.com
If you have any questions about the claims process, please call us at 1-800-338-7452.
Once eligibility has been confirmed, a check will be dispatched to you or the Provider if you assigned the benefits.
Can I have two Medicare Supplement policies?
No you cannot. Your Medicare Supplement policy with GTL is designed to coordinate with Medicare and pay your co-insurance amount that Medicare doesn’t.
Is Medicare Advantage the same as Medicare?
No it is not, they are two very different programs.
Will my Medicare Supplement with GTL coordinate with a Medicare Advantage?
No it will not. Your Medicare Supplement coverage can only coordinate with Medicare.
Advantage Plus - Hospital Indemnity coverage and the Daily Benefit
This coverage is designed to offer benefits for Inpatient Hospital confinements, but we may be able to consider your Outpatient Hospital services IF you have been at the hospital for more than the required hours of your plan. In order to consider we will need the Outpatient Hospital bill reflecting admit and discharge times so we can verify the length of time you were at the facility to consider a possible Daily Benefit.
How do I file a Dental/Vision claim?
We need an itemized bill. The documents should include the insured’s name and policy number.
How often should I submit my prescription drug claims and do I need a claim form?
We recommend submitting your Rx claims, monthly, quarterly or annually. Many pharmacies will give you printouts for those time periods so you don’t have to submit individual pieces of paper. You do not need a traditional claim form for Rx claims, there is however a Prescription Drug Routing Form on the Customer Portal that could help to expedite your claim process. Please do not send your prescription bottles or labels from bottles – Your pharmacy should be able to provide you with a breakdown of medications.
What documentation is required to file a claim?
Please review your claim form on the customer portal once you have signed in. There is a detailed breakdown of what documentation would be required to file a claim.
Can a Provider submit the claim?
Yes! Claims submissions from any sender is welcome for our review.
What is a Contestable Period?
The contestable period is the first two years of your policy. If you answered medical questions when signing up for your insurance coverage, medical records may be requested from your doctor/s to support your answers to the application questions. Please note, the request for medical records may cause a delay depending on your doctor’s turnaround time in providing us with the requested records.
What is a Pre-Ex Period?
Check your insurance policy to see if your policy has a pre-existing condition limitation and refer to the pre-existing definition within your policy. Be sure to read through this provision within your specific policy as this varies by plan. Any loss due to a pre-existing condition is not covered unless the loss begins more than the timeframe indicated in your policy after your Effective Date of coverage.
Is there a time limit to filing my claims?
It is recommended that you file your claim as soon as you get your bills as there is a Timely Filing requirement with a 15-month maximum in order to be considered.
Can I submit a claim online?
Hospital Indemnity Claims can be submitted online through our Customer Portal. Once you have logged in, select Submit Hospital Indemnity Claim under the Claims tab in the navigation.
For all other products, GTL does not allow for online claims submission at this time.
Please mail your claim submissions to:
PO Box 1144
Glenview, IL 60025
Fax to: 847-699-1048
Email to: HIClaims@gtlic.com
How can I appeal my claim?
Please place any request in writing if you wish to appeal the outcome of your claim. It is recommended that you submit any additional supporting documentation for review. Please see your Explanation of Benefits Statement which provides information on where to submit your appeal.
Life Insurance Claims
How do I file a Life Insurance claim?
A beneficiary, family member or funeral home should call our Customer Service Department at 1-800-338-7452 with the following information:
- Insured’s name
- Policy number
- Date of death
Customer Service will verify that we have a life policy in force and advise what documentation will be needed to file the claim.
The initial documentation needed includes:
- Completed claim form, including HIPAA form, by the beneficiary or beneficiaries (forms will be provided by GTL)
- Certified death certificate (original, not a copy)
- The original policy (if available)
- Copies of any police or autopsy reports, if applicable
Customer Service will mail a letter listing these initial documents and provide the claim form to be completed. Once this initial documentation is returned to GTL, your Claim Representative will review the claim and notify you if any additional forms or information are required.
Special Risk/Student Accident Insurance
What kind of insurance is Student Accident insurance?
This is group accidental bodily injury insurance for students of participating schools or programs. It covers accidental bodily injury occurring while the coverage is in force and during covered events. Illnesses such as measles, sore throats, etc., are not covered.
Is my school involved in your Student Accident/Health plan?
To find out if your school is involved in our insurance plans, please contact your school and ask for the person who handles the Student Accident insurance. If your school is not and is interested in our Student Accident coverage, please have them contact our Special Risk Department at (800) 592-7933 or at studentquotes@gtlic.com for assistance.
How much is the premium for this coverage and when is it effective?
The price on the enrollment form is all you need to pay to be covered for the school year. Your proof of coverage would be your cashed check or credit card statement. If you purchased coverage online, you would also receive a confirmation page at the conclusion of your purchase.
If purchasing coverage online, the effective date of your child’s policy will be 12:01 a.m. following the submission of your application and premium or the first day of school, whichever is later. If mailing the application and premium directly to the school or agent, coverage is effective the date of receipt in their office or the first day of school whichever is later.
Do you offer refunds for any reason such as my child is leaving the district, or if I bought Football coverage and my child didn't make the team, etc.
We cannot offer refunds for our plan because it is an annual term policy and we would have covered the child during the time that they were participating in activities at the school. Coverage will remain in force even if the child transfers to another district.
When will I receive an ID card for my child?
ID cards are not issued to each child. Save your cancelled check or confirmation page as proof of purchase. Also, if a medical provider wants to verify your child’s coverage, they can call our Customer Service Department at (800) 622-1993.
Where can I get a claim form for my child's accident?
Claim forms are available at your school or from the agent. If the accident occurred during a school time activity, a school official may need to complete and sign part of the form. If your school is closed or unavailable, you can contact our Customer Service Department at (800) 622-1993 for a claim form.
How do I find out what the policy covers, the status of my claim and/or if I have questions about a claim that has been filed?
Please contact our Customer Service department at (800) 622-1993.
Reinstatement
How do I reinstate my life policy?
If your policy has been lapsed, on Extended Term or on Reduced Paid Up for five years or more, reinstatement is not available. If your policy has been lapsed, on Extended Term or on Reduced Paid Up for less than five years, you may apply for reinstatement. If the policy has lapsed one year or more, at least three years of medical records will be required.
Please call our Customer Service Department at 1-800-338-7452 and our representatives will supply you with the necessary forms and inform you of the premiums needed to reinstate. When we receive your premium and completed reinstatement application, it will be sent to our Underwriting Department for approval. If approved, the premium will be applied and your policy will be reinstated; if it is not approved, your premium will be returned to you.
How do I reinstate my health policy?
If your health policy has been lapsed for more than six months, reinstatement is not available. If your policy has been lapsed for less than six months, you may apply for reinstatement.
Please call our Customer Service Department at 1-800-338-7452 and our representatives will supply you with the necessary forms and inform you of the premiums needed to reinstate. When we receive your premium and completed reinstatement application, it will be sent to our Underwriting Department for approval. If approved, the premium will be applied and your policy will be reinstated; if it is not approved, your premium will be returned to you.