Frequently Asked Questions - eDelivery

Close This Window
Return to FAQ List
What is eDelivery?
eDelivery is a free service that allows you to view, store, print and download up to 12 months of account documents online. Enrollment in the service is optional, and you may revert back to paper documents delivered by the U.S. mail at any time.
What documents are available online?
  • Statements of Account
  • Transaction Confirmations
  • Prospectuses
  • Supplements
  • Semi-annual reports
  • Life Billing Statements
Who can enroll in eDelivery?
Owners of life policies, variable universal life policies, fixed and variable annuity contracts (including individual, joint and corporate owners), can enroll online. In addition, if a trust is the owner, its trustee(s) can enroll in eDelivery.

Note: Joint owners must both enroll in eDelivery in order to stop receiving paper copies of the documents. If only one joint owner enrolls, the other joint owner will continue receiving paper copies.
What do electronic documents look like?
Electronic documents look exactly like the paper documents you receive today, except that you view them online. You can view, print or save a copy when it suits you. In addition to convenience, eDelivery also reduces the risk of identity theft from documents sent through the mail, and frees you from the burden of filing!
How do I enroll for eDelivery?
To enroll a policy for eDelivery:
  1. Login to the Online Customer Service portal
  2. Select My Profile on your Policy/Contract Selection Page
  3. On the My Profile page, under Policy Settings select Edit next to the policy you would like to enroll
  4. From here you will be prompted to complete a brief enrollment process
Note: You will need to repeat the above process for each policy you want to enroll. If you purchase a new policy or contract, it will not be automatically enrolled in eDelivery. You must enroll each new policy or contract.
How do I access my electronic documents?
To access your electronic documents:
  1. Login to the Online Customer Service portal
  2. Select your Policy/Contract Number
  3. On the Policy Options page, under Additional Options select View Your Statement
  4. From here follow the prompts to view your document
Am I required to receive documents and other communications electronically?
No. Enrollment in the service is optional, and you may reelect to have your documents delivered via U.S. mail at any time.
Can I print or download a copy of my electronic documents?
Yes. You will be able to view, download and/or print all available electronic documents.
What software and hardware will I need?
To access electronic documents, you must be able to view the material on your monitor and print from Internet sites. To view, download, and save some electronic documents, you must have the Adobe Acrobat Reader (Download) from Adobe Systems Incorporated (www.adobe.com). You must also have access to an account with an Internet service provider, and be able to send and receive email that contains hyperlinks to websites. For technical assistance with viewing or downloading electronic documents, please call: (Life), 1-800-456-6330 (Annuities), 1-800-265-1545 (Variable Universal Life).
What if I change my mind and want to receive paper documents again?
You always retain your right to receive paper copies of your documents, and you may withdraw consent for eDelivery at any time. To withdraw consent:
  1. Login to the Online Customer Service portal
  2. Select My Profile on your Policy/Contract Selection Page
  3. On the My Profile page, under "Policy Settings" select Edit
  4. On the Edit Policy Settings page, under Preference Settings either select "None" under each Notification Type and then click the "Save" button on the bottom of this page. Or, to stop all electronic notification click the "Stop Electronic Notifications" button
Note: You will need to repeat the above process for each policy you want to un-enroll. If you later decide to re-enroll, you must repeat the enrollment process. If you no longer have access to our Online Customer Service portal (www.myaccount.protective.com) call the number below and we will enable your paper documents over the phone. (Life), 1-800-456-6330 (Annuities), 1-800-265-1545 (Variable Universal Life)
How do I change my email address?
To change your Online Customer Service email address:
  1. Login to the Online Customer Service portal
  2. Select My Profile on your Policy/Contract Selection Page
  3. On the My Profile page, under User Settings select Edit next to User Account Email
  4. From here follow the prompts to change your email.
To change your eDelivery email address:
  1. Login to the Online Customer Service portal
  2. Select My Profile on your Policy/Contract Selection Page
  3. On the My Profile page, under "Policy Settings" select Edit.
  4. On the Edit Policy Setting page, under Preference Setting, you can add/edit your contact information by selecting the "Contact Information" button.
  5. From here follow the prompts to change your eDelivery email.
Note: You will need to repeat this process for all policies/contracts.
When will my eDelivery become active?
In most cases when you go paperless, your changes will start with your next statement. However, it may take up to two months before you stop receiving paper documents.
How many documents will be stored online?
You will be able to view, store and download up to 12 months of documents.
How long can I access my documents online?
All of your documents will be available online for 12 months. During this time, you can easily save them to your computer or print them, so that you always have a copy. After 12 months, the oldest month will be retired from the online archive as each new month arrives.
Is there a cost to enroll in eDelivery?
No. eDelivery is free. All you have to do is sign up!
Note: If you enroll to receive notifications via a mobile device, then message and data rates may apply for any messages sent to you from us and to us from you. If you have any questions about your voice, text or data plan, it is best to contact your wireless provider.
How will I know when new documents are available?
You can enroll to receive notification by a phone call, email or text when a new document is available.
Note: If you enroll to receive notifications via a mobile device, then message and data rates may apply for any messages sent to you from us and to us from you. If you have any questions about your voice, text or data plan, it is best to contact your wireless provider.
Is eDelivery secure?
To protect your privacy, you will be required to log in using a personal ID and password each time you wish to access documents or other communications. Your login and documents are encrypted and protected by secure socket layer (SSL) technology. For added security, we recommend that you use anti-virus software, and keep your virus definitions and Internet browser up-to-date per the manufacturer's recommendations.