Active Vault support
Choose your carrier for answers on policy loans, payments, paid-up additions, and policy changes. If your question is not here, email vaultsupport@altitudelife.com.AUL / OneAmerica policy service: (800) 537-6442OneAmerica policy service
Policy loans
Loans under $5,000 can be requested over the phone at (800) 537-6442 or online.Loans of $5,000 or more can be completed online. You can also request a Loan Request form by emailing vaultsupport@altitudelife.com. Once complete, email it back to Vault Support and we will submit it to AUL and track it on your behalf, or email it directly to AUL at policyservice@oneamerica.com.Request a loan onlineNote: All forms must be signed by hand.Note: If you live in a community property state (Arizona, California, Idaho, Louisiana, Nevada, New Mexico, Texas, Washington, and Wisconsin), you cannot complete the request online.
By default, your loan funds are sent by check to the address on file. You can request an overnight check for a fee. You can also have the funds sent by EFT by submitting your bank information.
An Electronic Funds Transfer (EFT) deposits the loan funds directly into a bank account that belongs to the policy owner. To set it up, complete an EFT Authorization for Direct Deposit form and include a voided check or statement from the bank account you want to use.If you request your loan by phone, ask the agent how to set up EFT. If you request online, you can set up EFT while submitting the loan request.If you request your loan by form, or want EFT on file ahead of time, email vaultsupport@altitudelife.com to request the form. Once complete and signed by hand, email Vault Support to request a secure link for the form and voided check. We will submit it to AUL and track it on your behalf. You can also email AUL directly at policyservice@oneamerica.com. AUL keeps your EFT information on file for future loans.Note: If you set up EFT while requesting a loan, add this to the Additional Information section of the Loan Request form: "Please send funds via EFT to bank account ending ****XXXX." Submit both forms and the voided check at the same time.
Normal processing time for a loan request is 5 to 7 business days.
AUL accepts loan payments directly from your bank account only, with no credit cards. You can pay any amount as often as you like. AUL sets no deadlines or amounts, but interest accrues. At each policy anniversary you can pay the interest that accumulated that year. Unpaid interest rolls into the loan principal.
- Pay by phone at (800) 537-6442 with your bank information ready.
- Pay online. Click Policy Service Request, then Online Payment, and select Loan Repayment as the payment type.
- Pay by check with your policy number and "Loan Repayment" in the memo line.
Common policy changes
You can change your beneficiaries online. If you have questions, email vaultsupport@altitudelife.com.Change beneficiaries online
Complete an AUL Policy Ownership Change form. Email vaultsupport@altitudelife.com to request the form and instructions.
You can change your address online or by phone at (800) 537-6442. Please also send your updated address to vaultsupport@altitudelife.com.Change your address online
Payments
AUL accepts payments directly from your bank account only, with no credit cards.
- Pay by phone at (800) 537-6442 with your bank information ready.
- Pay online. Click Policy Service Request, then Online Payment. Select the payment type: Base Premium, Paid Up Addition Rider, or Loan Repayment.
- Pay by check with your policy number and how to apply the funds in the memo line.
AUL sends a premium accounting or loan accounting history on request by phone at (800) 537-6442 or by email at policyservice@oneamerica.com. They send up to 5 years of history.
Paid-up additions
No. Paying your full PUA keeps your Vault cash value growing as illustrated. The required minimum in a given policy year is $120. As long as you pay that minimum each year, the PUA option stays open.
AUL runs a maximum PUA calculation to give you the exact amount. Call AUL at (800) 537-6442 and ask for a maximum PUA calculation, or email policyservice@oneamerica.com with your policy number in the subject line.
You can contribute PUA funds at any time during your policy year. If you miss a policy year and pay after your anniversary, the payment applies to the next policy year.
AUL holds new PUA funds for 10 days before a policy loan can be processed against them. Previously paid PUA stays available.
Other
Email Vault Support at vaultsupport@altitudelife.com as early as you can and we will secure the letter on your behalf. These requests can take up to 10 business days.
You received this letter because you paid more than your maximum allowed annual PUA contribution. Call AUL at (800) 537-6442 as soon as possible. They can refund the excess by check. You can also email vaultsupport@altitudelife.com for instructions.