Frequently Asked Questions About Login
Where do I log in to view my account information?
I'm having problems logging in with my Personal Folder user name and password. Can you please help me?
There are several reasons you may be experiencing log-in issues:
- Last year we made several user and security enhancements to the personal folder. Unfortunately, if you created a Personal Folder before February 2003 and your chosen password was fewer than six characters or greater than 12 characters, you'll need to create a new Personal Folder to take advantage of these enhancements.
- In most cases customers are inputting their Social Security Number and PIN in the left hand navigation area designated for the Personal Folder, when in fact you should be visiting the Customer Service Page or using the links on the front page of the site (and elsewhere) to the Virtual Service Center or Account Summary applications. These areas are designed to provide you direct access to your account/policy information by registering a unique User Name and Password for the VSC/Account Summary only.
- Another reason a visitor may face issues logging into the Personal Folder area located on the left navigation bar is because this login is case sensitive which means that you must input both your user name and password exactly as you did when you first created your Personal Folder or as it was provided to you by an agent. If this fails, you'll need to create a totally new personal folder with a different user name and password by clicking here.
- And finally the other common issue is that visitors are confusing the Personal Folder with the Virtual Service Center or Account Summary applications when to obtain direct access to your information you can visit the Customer Service Page, Virtual Service Center or Account Summary applications.
I've lost my log in information; can someone help me?
If you have lost your user information for the Personal Folder login, you can simply create a new Personal Folder by clicking here. (Please keep in mind the personal folder isn't a direct access point to your policy/account information.) If an agent created a Personal Folder for you, then you can contact the agent and they will be able to reset your user information. If you've lost your PIN, which is used to access your account/policy information from the Customer Service Page or Account Summary area of the site, then click here to request one.
Why do I receive a "page cannot be displayed" error when I attempt to access my Life Insurance or Annuity account on the Virtual Service Center?
If you receive a "page cannot be displayed" error, there's a chance your browser does not contain 128-bit encryption. For your protection our service web site requires that your browser be 128 bit-encrypted. If your browser is not 128-bit encrypted you will need to upgrade to a more secure browser.