OneAmerica Customer Service — Professional Guide for Policyholders and Agents

Overview of OneAmerica customer service

OneAmerica (OneAmerica Financial Partners, Inc.) is a multi-line financial services group based in Indianapolis, IN, serving life insurance, retirement, and employee benefits clients. The company’s public-facing website is www.oneamerica.com, which centralizes product support, contact options, claim forms, and regulatory disclosures. For all account-specific or confidential requests you should use the secure channels listed on that site or the phone number on the back of your policy.

Customer service at large insurers like OneAmerica is divided by product line (individual life, group benefits, annuities, retirement plan services). Expect separate teams, different intake forms, and distinct service-level expectations depending on whether you are reporting a claim, requesting a policy change, making a payment, or seeking beneficiary verification. Knowing which product you have and the policy or contract number is essential for efficient service.

Primary contact channels and what to expect

The fastest way to reach OneAmerica for general guidance is the Contact/Support section on www.oneamerica.com where you will find product-specific phone numbers, secure messaging options and PDF forms. For policies, phone numbers are typically printed on policy declarations and the policyholder’s welcome packet; use those numbers first to avoid routing delays.

Typical service channels include: phone support (business-hours agents), secure online account management (log-in required), paper/mail submissions (original documents for claims), and email/fax for non‑sensitive attachments. Response times vary by channel — phone and online secure messages are usually answered within 1–3 business days, while mailed documents and complex claim investigations may take several weeks.

Claims process (life insurance, disability, annuity payouts)

Claims are the most time-sensitive interactions. For life insurance claims, OneAmerica will request a certified death certificate, the original policy or policy number, the claim form completed by the beneficiary, and any additional medical records if contested. Industry practice is to acknowledge receipt within 7 business days and to issue payment or provide a status update within 10–30 business days after receipt of all required documentation, but timelines depend on completeness and complexity.

Annuity distributions and surrender requests typically require a completed distribution form, a government ID, and possibly a medallion signature guarantee for large transfers. Surrender charges, if applicable, are spelled out in the contract; these commonly decline year-over-year (for example, 7% in year 1 down to 0% after a 7–10 year period, depending on the contract). Disability claims require employer certification and medical proof; initial reserves or interim payments are sometimes issued pending full adjudication.

Billing, premium payments, and electronic account management

OneAmerica supports a range of payment methods: recurring electronic funds transfer (EFT/ACH), credit/debit card (may incur processing fees), check by mail, and payroll/plan payroll deduction for group products. Setting up EFT is the most reliable way to avoid lapses; EFT setup generally takes 1–2 billing cycles to fully activate. If you have a missed payment, call customer service immediately and have your policy number, bank routing and account numbers ready.

Online account portals provide policy values, transaction histories, tax forms (1099-R for distributions), and beneficiary information. For business retirement plans, plan administrators use a separate portal with reporting and loan/withdrawal workflows. Always enable multi-factor authentication (MFA) and keep your account contact information current to receive email or SMS notifications about transactions and regulatory disclosures.

Required documents and documentation checklist

• Life claim: certified death certificate, claimant ID, policy number, claim form, beneficiary verification (2–4 weeks typical processing after complete file).
• Annuity distribution: contract number, distribution form, voided check (for electronic deposits), medallion signature guarantee for certain third-party transfers.
• Disability/long‑term care: treating physician statements, medical records, employer statements, signed authorization for medical release.

Escalation, complaints, and regulatory resources

If initial customer service contact does not resolve the issue, ask for the case or reference number and request escalation to a claims supervisor or manager. Escalation steps should include documented expectations (next contact date and deliverables) and a target resolution timeframe. Keep copies of every communication — dates, names, and what was promised — to streamline escalation.

For unresolved complaints, you may file with your state insurance department. The National Association of Insurance Commissioners (NAIC) publishes state contact information at www.naic.org and state Departments of Insurance typically respond to consumer inquiries within 30–45 days. If the issue involves federal retirement plan rules (ERISA), you can contact the U.S. Department of Labor Employee Benefits Security Administration for guidance.

Practical tips to speed resolution

• Always have policy/contract numbers, claimant/beneficiary names, dates of birth, and pertinent dates (injury, death, payroll change) available before calling; this cuts verification time by 50–70%.
• Use secure document uploads when available to avoid mailing delays; scan PDFs at 300 DPI to ensure legibility of medical records and certificates.
• For high-value or time-sensitive matters, request written confirmation of the timeline and the specific list of missing items so you can prioritize submission.

Final notes and where to find official information

Official and up-to-date OneAmerica contact information, product-specific phone numbers, consumer forms, and regulatory notices are maintained at www.oneamerica.com. For corporate inquiries and press information, the company’s headquarters is located in Indianapolis, IN; corporate addresses and executive contacts are listed on the website under “About Us” and “Contact.”

Following the checklists and escalation procedures above will materially reduce handling time and improve outcomes. If you need help preparing documentation or understanding contractual language (surrender schedules, cost of insurance charges, loan interest rates), consider requesting a written benefits illustration or working with a licensed agent or attorney who specializes in insurance and retirement-plan law.

Is OneAmerica a good life insurance company?

One America’s history goes back over 145 years. They are among the top 8% of all U.S. life insurers. A.M. Best gives One America Financial, including their affiliate companies, an A+ (Superior) rating. The company has a Comdex Percentile Score of 95/100.

What is the 800 number for OneAmerica?

Phone List
Retirement Services Participant Service Center	1-800-249-6269
Individual Customer Care Center	1-800-537-6442

Can I take all my money out of my retirement plan?

You can withdraw money from your IRA at any time. However, a 10% additional tax generally applies if you withdraw IRA or retirement plan assets before you reach age 59½, unless you qualify for another exception to the tax.

Can I borrow from my One America retirement account?

In general, the minimum amount to be borrowed is $1,000 and the maximum amount is 50 percent of the vested account value, up to $50,000. The maximum loan amount may be restricted to certain sources (as outlined in the loan procedures) and offset by other outstanding loans.

What are the hours for Mutual of America customer service?

If you have questions about accessing your Mutual of America account online, please call 800.468. 3785, Monday–Friday, 9:00 a.m.–9:00 p.m. ET. At Mutual of America, we are committed to protecting your privacy and security.

Can you pull money out of a OneAmerica retirement account?

As a result, withdrawals are allowed when you reach age 59½, terminate employment, retire, die, become disabled or experience a financial hardship (if allowed by your plan). Withdrawals, both contributions and earnings, will be subject to ordinary income taxes in the year in which you receive the money.