Customer Service
How Can We Help You
AARP Auto & Home Insurance
For commonly asked questions about Auto and Home Insurance provided by The Hartford to AARP members, please visit the Auto & Home Insurance Program site.
Auto Insurance
- How does a company determine what rates to charge?
Companies generally set rates that will allow them to pay the costs of expected claims and other business expenses. In most states, a company's rates must be reviewed and approved by the state's insurance department before a company can put them into effect
- Am I covered when renting a car?
Coverage when renting a car is provided while in the U.S., its territories and Canada -- as long as you have comprehensive and collision on one of your own insured vehicles. If you rent a car and travel outside of these geographical areas, it is recommended that you purchase Auto Insurance Coverage.
- Why is it important to report an accident that is not my fault?
Most insurance policies require that you notify the company when you've been involved in an accident, whether or not you were at fault. Immediately reporting a claim allows the insurance company to fulfill its responsibility to the policyholder by conducting a proper investigation and protecting the policyholder's interests should there be a need for legal representation.
- How can I get a quote for motor home insurance?
If you would like a quote for a motor home in addition to other vehicles you may own, you can continue using this online quote service and simply add the motor home as an additional vehicle you wish to insure.
If you need a quote on a motor home only (no other vehicles), please call our licensed insurance Sales representatives for assistance at: 1-888-413-8970.
- How do I file a claim?
For automobile insurance claims, call our toll-free claims hotline at: 1-866-574-4833. Claims representatives are available 24 hours a day, seven days a week. The claims representative provides step-by-step guidance through a procedure that keeps paperwork to a minimum.
Claim Center
- How quickly do you handle claims?
The first step is up to you! The quicker you report a claim via our 24-hour claim hotline, the quicker we can settle simple claims right over the phone the same day. Our commitment to you is that we'll settle your claim as quickly as possible. The exact length of time depends on the type of claim, extent of damages and other specific circumstances. Special program features, such as the Customer Repair Service Program, help move the process along.
- How does the "Disappearing" Deductible work?
We reward you for having a 5 year clean driving record (including 3 years with us as a new policyholder) by reducing your Collision deductible by $150. For each additional year you are insured with us and maintain a clean driving record, we will take another $50 off the deductible. Over time, your deductible may "disappear" altogether. In some states, we are prohibited from reducing your deductible below $100.
- Why do you provide discounts to people who take driver safety courses?
Defensive driving courses refresh old skills and teach new ones to help prevent accidents. The driver's initiative in taking steps to improve driving skills combined with his or her awareness of defensive driving tactics leads many companies to offer a discount.
- Do I need full coverage (comprehensive and collision) on my older car?
This is a personal decision, and you will want to consider the cost of purchasing this coverage, the current value of your vehicle, and the amount you could afford to pay out-of-pocket if your car is damaged. If you have an older car with a low book value, this coverage may only pay a nominal amount in the event of a major accident, or if your car is totaled.
- Why does my spouse have to be listed on my policy?
Most auto insurance policies automatically provide coverage for a licensed spouse, even if the spouse has separate coverage with another company. To better protect you, a licensed spouse must be listed on your policy, even if he/she is not living in your household or has coverage through another company.
- Why do I need auto insurance?
Your car has two unique qualities. First, it is probably one of the most expensive things you own. Insurance protects your investment and guarantees you a way of coping with the expense of accidents, vandalism or theft, as well as securing your financial responsibility to the bank or other institution lending the money to buy your vehicle.
Second, when you drive, you are operating a powerful machine, weighing one ton or more and capable of moving at over 100 miles per hour. You are responsible for the safety of your passengers, your fellow drivers, other people's property, pedestrians and yourself. Insurance helps you live up to that responsibility by ensuring your ability to cover the costs of potential damages or injuries.
You are also required by state laws to be financially responsible. This requirement is best satisfied through your insurance coverage. In most states, insurance is a prerequisite to registering your car. So if you want to drive your own vehicle, you must be insured.
- What is Agreed Value?
Agreed Value is a coverage offered by The Hartford that allows you to insure your antique auto for the appraised amount of your antique.
- What is the difference between an Antique and Classic Auto?
Hartford defines an antique auto as being manufactured at least 25 years ago, and driven primarily in parades and exhibitions, and infrequently for other purposes. Hartford defines a classic auto as a motor vehicle of the private passenger type which is 10 or more years old and may be used on a regular basis. Its value is significantly higher than the average value of other autos of the same make and model year.
- Is coverage restricted to parades and exhibitions?
No. While The Hartford's Antique Auto coverage is designed to cover your antique autos' use primarily in car club activities, exhibitions, parades and other functions, it also covers you if you need to infrequently use your antique auto for other purposes
- Is this a 6 month or 1 year policy?
Auto insurance from The Hartford is offered in a 6 month policy.
- What features and benefits are you giving me?
Every policy from The Auto Insurance Program from The Hartford includes:
* No Drop Promise
* Replacement Cost Coverage for New Cars
* 6-Point Claim Guarantee
* 24/7 Claim ServiceYou can choose to upgrade your policy with benefits such as:
* Accident Forgiveness
* A Disappearing Deductible
* Waiver of Deductible for a Not At Fault Accident
- Why do I have to list young drivers on my policy, even if I don't allow them to drive my vehicles?
Automobile policies are written to automatically cover any licensed relatives living in your household. Therefore, coverage is afforded to them, via your policy, regardless of whose vehicle they are operating.
Homeowners Insurance
- Why choose an independent insurance agent?
Your local independent insurance agent represents several leading insurance companies…not just one. So you're sure to get the best advice and the best value in personal insurance around.
- How do I find an independent insurance agent in my area?
Finding a local Hartford Independent Agent is easy. Use our online agent locator and enter your address or call our toll-free number: 1-800-THE-STAG.
- What is the difference between an "all risk" policy and a "named peril" policy?
A named peril policy covers losses that are due to only those perils listed in the policy. An all risk policy covers losses that are due to any peril except those specifically excluded in the policy. An all risk policy provides broader protection than a named peril policy.
- What is the difference between actual cash value and replacement cost?
Covered losses under a homeowners policy can be paid on either an actual cash value basis or on a replacement cost basis. When "actual cash value" is used, the policy owner is entitled to the depreciated value of the damaged property. Under the "replacement cost" coverage, the policy owner is reimbursed an amount necessary to replace the article with one of similar type and quality at current prices.
- Why is homeowners insurance sometimes referred to as a "packaged policy?"
Today's homeowner policy combines property, personal liability, and crime coverages in a single policy form. The policy is divided into two basic coverage sections…Section I / Property Coverages (Dwelling, Other Structures, Personal Property and Loss of Use) and Section II / Liability Coverages (Personal Liability and Medical Payments to Others)
- Where and when is my personal property covered?
Coverage C (Personal Property) applies to all your personal property (except property that is specifically excluded) anywhere in the world.
- What is Loss of Use?
If your home in uninhabitable following a covered loss, the insurance company will provide you with Additional Living Expenses. This coverage provides for any necessary increase in living expenses you incur so that your household can maintain its normal standard of living.
College Savings
Account Information
- Why didn’t I get a statement?
All account holders receive an annual account statement in January. You will receive a quarterly statement only if you have had activity on your account during the previous quarter.
- How can I get a copy of my statement?
Statements are available online. Log in to your account, click the Select Action dropdown menu, then choose Duplicate Statements.
- How do I do a redemption, exchange, or purchase?
To request a financial transaction for your college savings account, please call our Service Center at 866-574-3542.
- How do I update my address?
Log in to your account and go to Your Profile to change your address. The one-time change will update all of your Mutual Fund and SMART529® College Savings accounts.
Please note: Redemption requests over $1000 must be made in writing with a Medallion Signature Guaranteed Redemption form if they are to be mailed by check to the new address within 30 days of an address change.
- How do I log into my account online?
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Go to HartfordInvestor.com.
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Choose College Savings Plans from the Client Account Login section of the screen and click Go.
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Log in with your username and password:
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Username: Any combination of letters or numbers from 4 to 9 positions long.
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Password: 6 to 8 positions long, including at least one letter and one number; not case sensitive.
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- I forgot my online password. What should I do?
If you've forgotten your password, you must create a new one. From the Login to Your Account screen, click on the Forgot Your Password? link and follow the on-screen instructions. Be prepared with an account number from your portfolio.
- I forgot my username. What should I do?
You can retrieve your username online if you can provide account number and your password. From the Login to Your Account screen, click on the Forgot Your Username? link and follow the on-screen instructions.
Otherwise, you can contact us toll free at 1-866-574-3542.
- How do I add bank instructions to my account?
Adding bank information allows you to make purchases from your bank savings or checking account.
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To establish bank instructions in writing, use the SMART529 Bank or Credit Union Information Form available on Hartford Investor Forms Online.
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To enter your bank information online, log in to your account and click on the Add Bank Instructions tab in the far left column.
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- How can I start or stop systematic purchases on my account?
You can set up and change automatic purchases (minimum $50 per fund) online or in writing:
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To submit an online request, log in to your account and refer to Help (available on all screens) for detailed instructions.
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To send a request in writing, use the SMART529® Automatic Investment Plan Form available on Hartford Investor Forms Online.
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- How do I get a form?
Forms are available online through HartfordInvestor.com (refer to the Forms section on the left side of the page), or you can link directly to Hartford Investor Forms Online.
- Can I change the beneficiary of the account? Who is eligible?
You can change your beneficiary without a federal income tax liability, as long as the new beneficiary is a family member of the current beneficiary (an "eligible beneficiary"). The following family members are considered eligible:
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Son, daughter, or descendant of either
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Father, mother or ancestor of either
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Brother, sister
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Stepson, stepdaughter, stepbrother or stepsister, stepfather or stepmother
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Son or daughter of a brother or sister
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Brother or sister of father or mother
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Son-in-law, daughter-in-law, father-in-law, mother-in-law, sister-in-law or brother-in-law
Spouse or spouse of any other family member listed above or first cousin.
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- How do I add or change a beneficiary?
Complete the SMART529 Designated Beneficiary Change Form available on Hartford Investor Forms Online.
Individual Annuities
Account Information
- How do I order a duplicate contract or a copy of my prospectus?
The most recent prospectuses are available on HartfordInvestor.com. Select the annuity you own from the Annuity Product dropdown menu on the left side of the page, then click on the Prospectus & Literature tab.
If you own an older annuity product, please call our Service Center at 800-862-6668.
- Where can I find my beneficiary information online?
Beneficiary information is not available online. Please call our Service Center at 800-862-6668.
If you wish to update your beneficiary information, you must send us a request in writing. Log in to Annuity Forms Online and select the Beneficiary Change Form from the Commonly Used Forms section.
- Where can I find price and performance information for the proprietary product I own?
To receive the most up-to-date information regarding your funds, contact your financial professional. To review performance and prices for all of your funds, log in to Annuity Contract Access and click on the Performance and Prices tab.
- Why do we have to log in to get forms?
Forms login helps ensure that you select the correct form for to your contract. It also expedites turnaround times for processing your request.
- What forms can be faxed in?
While most forms require original signature for security purposes, the following forms can be faxed for your convenience:
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Ownership Change
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Beneficiary Change
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Registered Representative Change
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Third Party Authorization
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Trustee Certification
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Electronic Fund Transfer
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Product Information
- Where can I obtain my annual rider amount or my available rider amount?
Log in to Annuity Contract Access and scroll down to Month-end Information. Your rider amounts and related information are shown as of the last business day of the previous month.
- How can I get a copy of my previous Statements of Account?
Your last eight statements of account are available on Annuity Contract Access under the Online Documents tab.
Life Insurance
Account Information
- How can I change my name on my policy?
Complete the Change of Name Form
and mail it to The Hartford at the address provided at the top of the form. Provide the proper supporting documentation (for marriage, divorce, adoption, etc.).
The policyowner must sign with both his/her previous and current names.
- How can I change the address on my policy?
Complete the Change of Address Form
- How can I change the beneficiary on my policy?
Complete Change of Beneficiary Form
- How do I get a form for my individual life policy?
You can select from commonly used life insurance forms or search for the form you need by form type or number. Please note that online forms are updated periodically. Retrieve them as you need them to ensure that you have the latest version.
- How can I get information on loans (interest rates, a quote) and withdrawals from my policy?
Requirements for loans and withdrawals vary and are listed in your policy document. Please contact Individual Life Customer Service for specific information.
- Can I get, in writing, verification of coverage on my policy and/or my policy value (account value, paid to date, current beneficiary, death benefit)?
Please contact Individual Life Customer Service. We will send the information to you in writing.
- Can I change my payment method or bank information? (This is usually for clients on a regular EFT payment method that want to skip a payment or change banking info or surrender all together.)
That depends on the type of product you own and its account value. Please contact Individual Life Customer Service for further information
Product Information
- I would like information about one of your products.
You'll find information about our life insurance products on HartfordInvestor.com. You can also contact Individual Life Customer Service for further information
- How can I obtain a claim packet?
Please contact Individual Life Customer Service. We will send the information to you in writing.
- How do I get an illustration of projected policy performance?
We can run an illustration and send it to you. Please contact Individual Life Customer Service to request an illustration.
Mutual Funds
- Why didn’t I get a statement?
All account holders receive an annual account statement in January. You will receive a quarterly statement only if you have had activity on your account during the previous quarter
- How can I get a copy of my statement?
Statements are available online. Log in to your account, click the Select Action dropdown menu, then choose Duplicate Statements
- How do I do a redemption, exchange, or purchase?
You can buy, exchange and redeem shares of your mutual fund online. Log in to your account and refer to Help (available on all screens) for detailed instructions.
- How do I update my address?
Log in to your account and go to Your Profile to change your address. The one-time change will update all of your Mutual Fund and SMART529® College Savings accounts.
Please note: Redemption requests over $1000 must be made in writing with a Medallion Signature Guaranteed Redemption form if they are to be mailed by check to the new address within 30 days of an address change.
- How do I log into my account online?
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Go to HartfordInvestor.com:
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Choose Mutual Funds from the Client Account Login section of the screen and click Go.
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Log in with your username and password:
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Username: Any combination of letters or numbers from 4 to 9 positions long.
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Password: 6 to 8 positions long, including at least one letter and one number; not case sensitive.
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- I forgot my online password. What should I do?
If you've forgotten your password, you must create a new one. From the Login to Your Account screen, click on the Forgot Your Password? link and follow the on-screen instructions. Be prepared with an account number from your portfolio.
You may also contact us for assistance. Call our toll-free customer service line: 1-866-574-3542.
- I forgot my username. What should I do?
You can retrieve your username online if you can provide account number and your password. From the Login to Your Account screen, click on the Forgot Your Username? link and follow the on-screen instructions.
You may also contact us for assistance. Call our toll-free customer service line: 1-866-574-3542.
- How do I add bank instructions to my account?
Adding bank information allows you to make purchases from your bank savings or checking account.
- To enter your bank information online, log in to your account and click on the Add Bank Instructions tab in the far left column.
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To establish bank instructions in writing, use the Mutual Fund Bank or Credit Union Information Form available on Mutual Fund Forms Online.
- How can I start or stop systematic purchases on my account?
You can set up and change automatic purchases (minimum $50 per fund) online or in writing:
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To submit an online request, log in to your account and refer to Help (available on all screens) for detailed instructions.
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To send a request in writing, use the Mutual Fund Automatic Investment Plan Form, available on Mutual Fund Forms Online
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- How do I get a form?
Forms are available online through HartfordInvestor.com (refer to the Forms section on the left side of the page), or you can link directly to Hartford Investor Forms Online
- How do I add or change a beneficiary?
Complete the appropriate form and send it to the address on the form:
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For a Hartford Mutual Fund retirement account, download a copy of the Mutual Fund 403(b) and Custodial IRA Beneficiary Change Form available on Hartford Investor Forms Online.
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For a non-retirement account, download a copy of the Hartford Mutual Funds– Transfer on Death (TOD) Form avaialble on Hartford Investor Forms Online.
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Product Information
- How long will my transaction take to process?
All trade instructions received in good order prior to 4:00 PM ET will be processed with that day's market close. A confirmation will be sent to you the following business day according to the delivery option you have chosen. Allow 5-7 business days for standard mail delivery or 2-3 business days for an Electronic Funds Transfer (EFT) to a bank account.
- How do I find out more about the funds you carry?
You can find information about The Hartford Mutual Funds on HartfordInvestor.com. We encourage you to work with a financial representative to determine which funds best suit your financial needs.
Group Benefits
Account Information
- I have coverage through my employer. How do I file or check status of a disability claim?
To start the disability claim process, contact your benefits administrator or, if have your policy number, you can start your claim online by visiting The Harford At Work. Once the claim is in process, you can also check the claim status on The Hartford At Work site.
- I’m a beneficiary. How do I start a life claim?
Call 1-800-563-1124 to begin the claim process.
- How do I start a leave of absence?
Contact your benefits administrator or employer for instructions.
- How do I obtain a copy of my policy/booklet?
Your benefits administrator or employer can provide the materials you need.
- Are my spouse and/or children covered on my disability or life plan through my employer?
For coverage information, please contact your benefits administrator or employer.
- Can I add my spouse and/or dependants to my coverage offered through my employer?
See your benefits administrator or employer for information.
Product Information
- I’m planning to leave my current place of employment. How do I keep my disability and life insurance coverage offered by my employer?
Contact your benefits administrator or employer to learn more about your benefit options.
- Can I borrow from and/or take a loan from my life insurance policy offered by my employer?
Coverage offered through your employer is a term life policy and therefore there is no cash value.
- How do I know how much disability or life coverage I need?
Use our benefits calculator to help you estimate how much insurance you may need given your own personal circumstances.