Background Image

You have questions. We have answers.

Welcome to our Frequently Asked Questions page. Here you will find answers to common questions about your AOA benefits.

Search our Frequently Asked Questions:


When will my policy go into effect?

The effective date differs between specific supplemental insurance offerings. Please reference the details of your specific policies to find the effective date.

What are the telephone hours?

Telephone customer service is available to you Monday through Friday 8AM - 7PM (Eastern Standard Time). The service center is closed on the following major holidays: New Years, Presidents Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and the following Friday, Christmas Eve, Christmas and New Years Eve.

How can I make a payment?

There are two options available for paying your premium and preventing a lapse in your coverage; direct bill by mail and automatic payment withdraw.

  • Direct Bill - Before your coverage period ends the AOA Insurance Trust will send you a payment notice as a reminder to renew your current coverage. Mail the tear-off portion of the payment notice along with a check for the payment amount made out to the AOA Insurance Trust, in the courtesy reply envelope provided.
  • Automatic Payment Renewal - You can renew your coverage over the phone by calling 1-866-331-0180, and using a major credit card. One of our qualified customer service specialists will assist you with this transaction. You can also request that all of your future premium payments be billed to your credit card. If you desire, you can request that a one-time payment be deducted from your checking account to pay your current balance.
How do I report a claim?

"My Account" access the "Report a Claim" option to download the appropriate claims request form. Accurately follow the steps located on the form before mailing.

How do I change residence address, email or phone numbers for my account?

Access "My Account" and click "update personal account information." Change as needed and click "update" to finalize your updates.

How can I learn more about the AOA Insurance Trust endorsed programs?

A Customer service representative will be able to answer all your questions and send you printed materials covering the details of this plan. Call our-toll free number to learn more today 1-866-331-0180, Monday thru Friday, 8AM - 7PM (Eastern Standard Time). (ex. 6am to 5pm Central). Alternatively, you can learn more on the AOAExcel website.


How long does the application process take?

The "underwriting process" depends on many factors: the number of persons to be insured, their ages, the amount of coverage for which you apply, your medical history and that of your family members (if requesting dependent coverage), and the type of coverage requested.

Do I have to take a medical exam, blood test, etc. to be eligible for The AOA Insurance Trust programs?

No! There are no physicals required. Your acceptance is guaranteed if you are a AOA Member.

Who are the current insurance carriers and what are their ratings?

This varies according to each plan. The program Administrator seeks the best opportunities for our members, so the plans are underwritten by different insurance companies. All of the companies enjoy very high ratings by A.M. Best Company, which annually measures the financial strength of insurance companies.

Who is A.G.I.A., the administrator of The AOA Insurance Trust?

A.G.I.A. is the company contracted to manage The AOA Insurance Trust Program. A.G.I.A. is also affiliated with the insurance companies that underwrite each plan.

Who can I call for more information regarding the AOA Insurance Trust?

To learn more about the AOA's role with your Department, please contact your Department Headquarters and they will then direct the inquiry to the Department's liason (Trust Director).