FAQs: Managing Your Profile
  • How can I update my address/telephone number?
    • An address and/or phone number can be updated online. Your account can be accessed by clicking on one of the following links: CSI policyholder or CSI Life policyholder. You can also call, mail, email or fax information to our office.   
        Call: 1.855.664.5517
        Mail: PO Box 10817, Clearwater, FL 33757-8817
        Fax: 1.727.373.4464
  • Will my premiums change if I move?
    • Your premium may change if you move to a new zip code within the state of issue. For any questions regarding your premium, please contact one of our customer service representatives at 1.855.664.5517.
  • How can I update my banking information?
    • If you need to update your banking information, you can call our office at 1.855.664.5517 with your account number and bank routing number. We will record the call and update our systems while you provide the details. If you prefer, you can complete an Electronic Payment Authorization Form and return it to our office via mail, email or fax. To obtain an Electronic Payment Authorization Form, you can login to our Insured Portal and go to the Forms/Documents section or you can contact one of our customer service representatives at the number listed above. If you have a CSI policy, you can access the insured portal at CSI. If your policy is with CSI Life, you can access the insured portal at CSI Life.
  • Can I change the day my premium is deducted from my bank? Can I coordinate the day my premiums are deducted with when I get my Social Security check?
    • Yes, you can change the date your electronic funds transfer (EFT) is deducted from your financial institution. You may select any day between the 1st and 28th for your draft date. If the date falls on a weekend or holiday, the deduction will be on the next business day that falls between the 1st and 28th.

      Another option is that you can sync your premium deduction with the day of the month in which you receive your Social Security check. The options are 1st day of the month, 3rd day of the month, 2nd Wednesday of the month, 3rd Wednesday of the month or 4th Wednesday of the month. If you select one of the Social Security options, and the date falls on a weekend or holiday, the deduction will be on the prior business day. Please contact one of our customer service representatives at 1.855.664.5517 to discuss your options.

      Deduction files are sent to the bank two (2) business days prior to your scheduled draft date. Any changes to your draft day or banking information must be received a week prior to the next draft day.
  • How can I request a duplicate identification (ID) card?
    • If a new identification (ID) card is needed, please contact one of our customer service representatives at 1.855.664.5517 to order a replacement for you. You can obtain a temporary ID card from our Insured Portal under Forms/Documents and then Policy Request/Change Forms. If you have a CSI policy, you can access the insured portal at CSI. If your policy is with CSI Life, you can access the insured portal at CSI Life.
  • How can I get a copy of my policy?
    • If you need a copy of your policy and you did not apply online, please contact one of our customer service representatives at 1.855.664.5517 for a duplicate policy. If you applied for and received your policy online, your application and policy is stored under Form/Documents - Policy Documents on the Insured Portal. If you have a CSI policy, you can access the insured portal at CSI. If your policy is with CSI Life, you can access the insured portal at CSI Life.
  • Does my policy have a grace period of paying premium?
    • Per the policy provisions, you have a thirty-one (31) day grace period for the payment of premium due. Your policy will remain in force during the grace period. If the premium is not paid during the grace period, coverage will terminate as of the date the premium was due and claims incurred on or after that date will not be considered for payment. A grace period does not apply if you cancel your policy.
  • How do I cancel my policy?
    • If you need a copy of your policy and you did not apply online, please contact one of our customer service representatives at 1.855.664.5517 for a duplicate policy. If you applied for and received your policy online, your application and policy is stored under Form/Documents - Policy Documents on the Insured Portal. If you have a CSI policy, you can access the insured portal at CSI. If your policy is with CSI Life, you can access the insured portal at CSI Life.
  • How do I report the death of an insured? What is needed? Do you need a certified copy of the death certificate?
    • To report the death of an insured, please mail, email or fax us a copy of the death certificate. A certified copy of the death certificate is not needed. Once we receive the death certificate, we will proceed with the death cancellation. If applicable, we will refund to the Estate of the insured any premium paid which covers a period after death occurs.
  • Will my premium change? When will my premium change?
    • If your premium is based on attained age, it may change each year on the Policy Anniversary. Your premium may also change on a date other than your policy anniversary date, if a new rate schedule has been approved. An insured’s personal health is not considered as the new rate applies to everyone in an age and geographic area. If your premium is going to change, you will be notified in advance of the effective date.
  • Do I need to re-apply each year to obtain my Medicare supplement coverage?
    • No. As stated in your policy, the policy is renewable as long as you continue to pay premiums when they are due.
  • Do you inform Medicare of the new active insurance?
    • Yes, an eligibility file of all our active insureds is sent to our Medicare Intermediary for crossover claims. We advise you to always present your current policy Identification card when you visit a provider or facility.
  • Do you notify Medicare when I cancel/lapse or insured passes away?
    • If your policy becomes inactive due to cancellation, lapse or death, we will remove you from our eligibility file we send to our Medicare Intermediary for crossover claims. We do not specifically notify Medicare the policy has cancelled, lapsed or that the insured is deceased.
  • How can I obtain information about my claims?
    • Claim information can be obtained by accessing our Insured Portal. The portal allows you to view a specific claim or to view prior Explanation of Benefit statements. If you have a CSI policy, you can access the insured portal at CSI. If your policy is with CSI Life, you can access the insured portal at CSI Life. You can also call our toll free number at 1.855.664.5517 and speak with one of our Claims Customer Service Representatives.
  • Are hearing aids covered under my policy?
    • Hearing Aids are not covered under your policy. However, a program is available to you as a policyholder to purchase high quality hearing aids at a discount. This is a discount program offered through Hear In America at no cost to you. It is not insurance and is separate from your Medicare Supplement Insurance benefits. You are responsible for any charges incurred when using the benefits of this discount program. To get started, call 1-800-286-6149 to register for the program.
  • Is Vision/ Dental covered under my policy?
    • Your policy pays according to Medicare Guidelines for Medicare Eligible expenses.

      Medicare Eligible Expenses means expenses of the kinds covered by Medicare Parts A and B, to the extent recognized as reasonable and Medically Necessary by Medicare.

      Medically Necessary means a service or supply that is recognized by Medicare as necessary to diagnose or treat an Injury or Sickness and is: (1) prescribed by a Physician; (2) consistent with the diagnosis and treatment of the Injury or Sickness; (3) in accordance with the generally accepted standards or medical practice; and (4) not solely for the convenience of You or the Physician.

      Please refer to your Medicare and You handbook from Medicare covered services.
  • Do you offer prescription coverage?
    • No, as with all standardized Medicare Supplement plans, prescription coverage is not offered.
  • Is Silver Sneakers or other gym membership covered?
    • CSI does not provide Silver Sneakers or gym membership benefits at this time. CSI strives to keep policy premiums low as possible.