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FAQs

Here are answers to some common questions. Feel free to contact us if you can't find an answer here. We can also help you find frequently used forms.

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Service Questions

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    How can I buy an Athene annuity?
    • Athene distributes all of our annuity products through knowledgeable independent insurance agents. We highly recommend you deal directly with one of our agents when purchasing one of our products. If you do not already have an agent, you may connect with an agent in your area by filling out a short online request form.
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    How do I access my annuity information online?
    • If you have an annuity that was issued by Athene Annuity and Life Company (formerly Aviva USA), you may register for My Athene. Registration allows you to view statements, change beneficiaries, update your contact information or request a withdrawal.
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    When will I receive statements?
    • The frequency of statement mailings depends on the type of contract you own. For Single Premium Immediate Annuities (SPIAs), statements are mailed twice per year; at the anniversary date and at year end. Most other annuity contract holders will receive their statements annually, although some customers receive quarterly or semi-annual statements. You can request a statement of value at any time by calling our Customer Contact Center. My Athene users may view all their statements online.
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    How do I notify you of an address change?
    • My Athene users can change their address online. You may also call us with your new address, send your new address in writing, or mail us a completed change of address form. Select the appropriate change of address form from our forms library.
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    How do I change a beneficiary?
    • The owner of the policy can change the beneficiary at any time. If the contract's current beneficiary is irrevocable, that beneficiary must also approve the change. My Athene users can change a beneficiary online. A completed paper form is required for any other beneficiary change. Select the appropriate form in our forms library or call our Customer Contact Center to request the form. Primary beneficiary(ies) are first in line to receive proceeds from the contract after the annuitant's death. Contingent beneficiary(ies) will receive proceeds in the event the primary beneficiary(ies) death prior to the annuitant's.
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    What is probate?
    • Probate is a court-supervised legal process where the distribution of property, or estate, of a deceased person is administered. If the beneficiary(ies) are set up properly, death benefits can avoid probate and pass directly to the named beneficiary(ies).
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    How do I request a withdrawal from my contract?
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    What is the average processing time for a withdrawal?
    • Withdrawals submitted using My Athene or requested over the phone are processed in 1–2 business days. Normal processing for a mailed withdrawal request form is 7–10 business days (additional time may be required).
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    Can I get my monthly income direct deposited?
    • There are two ways to have your monthly income automatically sent to your bank account. You can either call our Customer Contact Center to request monthly deposits, or you may mail us a completed authorization for EFT (Electronic Funds Transfer) found in our forms library.
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    How do I change my tax withholding?
    • You may call our Customer Contact Center to change your withholding election, or send us a completed Election of Withholding form found in our forms library. Withholding regulations vary from state to state. Federal withholdings vary depending on the type of funds distributed. Always consult with a qualified tax advisor before making a withholding election.
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    How do I start my payout under the settlement option?
    • The payout options available depend on your policy provisions. Please call one of our Customer Service Representatives at 888‑266‑8489 (888‑ANNUITY).
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    What is a Required Minimum Distribution (RMD)?
    • An RMD is an amount of money that the Internal Revenue Service (IRS) requires a contract owner to withdraw from a qualified account no later than April 1 following the year in which the contract owner turns age 70½. The contract owner must continue to take out the calculated RMD amount by December 31st of each year thereafter.
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    How do I set up my RMD?
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    When will I receive my 1099?
    • 1099s will be mailed no later than January 31 of each year. 1099s are provided only when funds in a contract are distributed from your account. You are not required to report interest earnings from an annuity until the interest is withdrawn.
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    How can I request duplicate tax forms?
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    How do I submit a claim?
    • The following are needed to begin processing payment of death benefit proceeds. Additional items may be required for some claims:
    • • Death Certificate* stating cause and manner of death
      • Completed applicable claim form for every beneficiary/claimant
      • Deferred Annuity Claim Form - for individual beneficiaries
      • Deferred Annuity Claim Form - for non-natural entity beneficiaries (e.g. estate, trust, corporation, etc.)
      • Annuity Claim Form Statement of Beneficiary - for beneficiaries of contracts in a payout/settlement status
      • Joint Annuitant Assumption form - to be completed by surviving annuitant in the case of joint annuitants
      • Life Claim form - for beneficiaries of American Investors Life policies
    • Please call our Customer Service Representatives at 888‑266‑8489 (888‑ANNUITY), select Option 1, then Option 3, for additional assistance.
    • *Life claims require a certified copy of the death certificate.