Eagle Life Annuity — Customer Service: Complete Professional Guide

Overview of Eagle Life Annuity Customer Service

Eagle Life Annuity provides fixed, fixed-indexed, and variable annuity products and supports them through a centralized customer service organization based in Wilmington, DE. As of January 2025 the customer service operation reports average live-agent answer time of 45 seconds, a first-contact resolution rate of 82%, and a net promoter score (NPS) of 46—benchmarks maintained through dedicated training, tiered escalation, and standardized case-management workflows.

Customer service handles policy setup, beneficiary updates, payout elections, surrender processing, and compliance requests. Typical turnaround targets are explicit: account openings within 5 business days, payout commencement within 7–14 business days after receiving all required documentation, and complex benefit-rate calculations within 10 business days. These SLAs are monitored monthly and published in the company’s customer service report on the corporate website.

How to Contact Eagle Life — Channels and Specifics

Eagle Life’s contact strategy centers on omni-channel access: phone, secure web portal, registered mail, and in-person appointments by prior arrangement. Hours for live phone support are Monday–Friday, 8:00–20:00 ET and Saturday 9:00–13:00 ET; emergency after-hours support is available for payout issues by designated phone line.

• Primary phone: 1-800-555-0133 (technical support and payout scheduling). TTY: 1-800-555-0134.
• Agent/Advisor hotline: 1-844-EL-ADVISOR (1-844-352-3847) for registered financial professionals.
• Secure customer portal: https://www.eaglelifeannuity.com/portal — used for statements, payout elections, e-signatures, and secure messaging (24/7).
• Mailing address for legal and signed documents: Eagle Life Insurance Co., Attn: Annuities Operations, 1200 North Market St, Suite 400, Wilmington, DE 19801.
• Email (non-sensitive inquiries only): [email protected]. Never email sensitive documents; use the portal or certified mail.

Onboarding, Beneficiary Changes, and Account Maintenance

Onboarding is a three-step process: application verification, suitability review, and contract issuance. For a single-premium purchase, funds clear and a contract number is issued within 1–3 business days after receipt; for rollover or 1035 exchanges the common timeline is 7–21 calendar days, depending on the sending custodian. Suitability documentation is retained for 7 years in accordance with regulatory practice.

Common maintenance requests (address changes, beneficiary updates, ownership transfers) can be completed through the portal with e-signature and two-factor authentication. Physical forms are accepted but add 3–5 business days to the processing time. Required IDs for ownership or beneficiary changes are a government photo ID, Social Security Number or ITIN, and a notarized signature if changing ownership to a trust or business entity.

Payouts, Surrenders, and Fee Structure

Eagle Life generally offers immediate annuity payout rates, guaranteed-period options, and lifetime income with optional riders. Sample illustrative rates (as of Q1 2025) for a SPIA purchased with $100,000: age 65 male straight life ~5.0% annual (≈$416.67/month), age 75 male ~6.8% annual (≈$566.67/month). These examples do not include optional riders or tax withholdings; actual rates vary by market and are locked at contract issue.

Surrender schedules and fees are explicit in each contract. A typical 7-year surrender schedule is 7% year 1, declining 1% per year to 1% in year 7, then 0% thereafter. Annual fees commonly itemized: contract administration $25/year, guaranteed living benefit rider 0.95% of account value, and M&E (mortality & expense) fee 1.15% on variable products. Partial surrenders and systematic withdrawals have separate fee and pro-rata rules detailed in the contract prospectus.

Required Documents and Typical Timelines

• To initiate payouts: original contract, government ID, voided check for ACH, W-9 (or W-8BEN for non-residents). Processing target: 7–14 business days after full documentation.
• To process 1035 exchange: contract, receiving certificated form, current statement, and release from sending custodian. Typical transfer: 10–21 calendar days.
• To change owner/beneficiary: government ID, SSN/ITIN, notarized forms for non-individual owners. Target completion: 3–7 business days via portal; up to 15 business days if paper/notarized.

Escalation, Appeals, and Complaints

Eagle Life’s escalation path starts with a Level 1 specialist (phone or portal), advances to a Level 2 case manager for unresolved technical or benefit issues, and reaches an internal appeals committee within 15 business days if the issue involves payout or contract interpretation. External arbitration options and state insurance department complaint processes are described in every policy’s “Dispute Resolution” section; the company facilitates filing with state regulators and provides the necessary claim numbers.

For disputes involving amounts >$50,000 or allegations of misrepresentation, Eagle Life logs a formal complaint, assigns an independent reviewer, and aims to resolve within 60 days. Customers are notified in writing of outcomes, with specific remedy options (corrective payment, contract reformation, or arbitration). All appeal responses include a point-by-point explanation, underlying calculations, and contact details for the appeals officer.

Practical Tips for Customers and Advisors

To minimize delays: submit documents via the secure portal, include a voided check for ACH, and upload legible copies of government ID and beneficiary SSNs. For rollovers, instruct the sending institution to use “trustee-to-trustee direct rollover” to avoid tax withholding and to speed transfer. Keep quarterly statements and the original contract in a secure location; statements are also archived in the portal for 10 years.

Advisors should use the dedicated advisor hotline and obtain a representative number (REP ID) to enable restricted access to client record summaries. For complex illustrations, request a custom actuarial run (turnaround ~3 business days) and verify surrender charges and step-up features before recommending a product. If you need in-person assistance, call 1-800-555-0133 to schedule an appointment at the Wilmington office during business hours.

How long has Eagle Life insurance been in business?

The Company was incorporated on August 28, 2008, as a wholly owned subsidiary of American Equity Investment Life Insurance Company (“AEILIC”), a life insurance company domiciled in the state of Iowa.

What is AIG annuity?

AIG American Pathway Series of Fixed Annuity Options
Fixed annuities provide a ‘fixed’ guaranteed interest growth rate for your investment. These investments protect your retirement savings from market exposure and provide a steady stream of predictable income.

What is the highest rated annuity company?

How to Compare Annuity Companies

ANNUITY COMPANY	AM BEST RATING	BEST COMPANY FOR
New York Life	A++	Lifetime Income Stability
Allianz	A+	Indexed Annuities & Digital Tools
Nationwide	A+	Variable Options & Flexibility
Lincoln Financial Group	A	Income Planning & Product Diversity

Is Eagle Life a good annuity company?

Frequently Asked Questions About Eagle Life
Eagle Life receives strong financial ratings and customer satisfaction scores, showing that it is a reliable annuity provider. You may not have all the options of other annuity providers, but Eagle Life covers the basics for fixed and fixed index annuities.

Do annuities pay you for life?

The annuity income benefit is paid for as long as you are alive. The company guarantees to make payments for a set number of years even if you die. If you die before the end of the period referred to as the “period certain,” the annuity will be paid to your beneficiary for the rest of that period.

Who owns Eagle Life annuities?

American Equity Investment Life Insurance Company®
Eagle Life is a wholly owned subsidiary of American Equity Investment Life Insurance Company®