Frequently Asked Questions

To request a change to your policy, including change of address, name, occupation, dependent coverage, remove a rider or request a duplicate policy, please submit a written request to APL. Download and complete the applicable section(s) of the Change & Request Form and return the completed form to us by fax at 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

To request a Change of Beneficiary or Ownership, download the form and follow the instructions provided. Please be sure all requests are submitted to our office at least 30 days before the desired change date.

The fastest way to obtain a duplicate policy is through the Online Service Center (OSC). Sign in or register your OSC account. Once you’re logged in, go to “My Policy,” scroll to “Policy Details” click “Download Documents.”

You may also submit a written request for a copy of your policy to our office by fax at 877-807-0911 or mail to:  P.O. Box 269105, Oklahoma City, OK 73126-9105.

If your premium isn’t set on automatic bank draft/payroll deduction through your employer, monthly bills are mailed by the 25th of the month, prior to the premium being due. If you haven’t received your bill by the 1st day of the following month after premium is due, please contact us by email or call 800-256-8606 to get a copy of your bill.

You can expect to receive your bill by the 1st day of each month. We understand life can get busy, so we provide a 31-day grace period for premium payments to be received. However, if your payment is not received within this grace period, your insurance coverage will unfortunately be terminated.

APL requires written notice to cancel your policy within the grace period. You may mail your cancellation request to: P.O. Box 269105, Oklahoma City, OK 73126-9105.

If your premium is not paid within the grace period, your policy will automatically lapse without the need for any additional forms.

Many of our products offer portability options so insureds can keep their coverage if they ever change employers. If the policy is eligible to be continued on an individual basis, we’ll notify you when premiums are no longer being paid through your employer/payroll deduction and offer alternative billing methods.

If you wish to keep your coverage after leaving your employer/group, ask your group administrator for a Benefit Continuation Request Card and drop it in the mail to us at: P.O. Box 269105, Oklahoma City, OK 73126-9105. Certain products are only available under a group master policy and can only be continued under the group plan or in some cases under COBRA.

Once we receive your request, we’ll review your policy and notify you if it’s eligible for continuation.

If you’re on leave without pay and a premium payment is missed, your policy will lapse. If you choose to cancel your policy and later wish to continue coverage, feel free to reach out by email or call 800-256-8606 to discuss your policy. Important: Please do not resume paying your premium until you’ve been notified of reinstatement.

Reinstatement for an employee on a group-billed product is available when there’s a qualifying event or at open enrollment. Employees should contact their group plan administrator with questions about enrollment.

To pay your premiums using automated bank draft, simply download and complete an Electronic Funds Transfer form and fax it, along with a voided check, to 877-807-0911 or mail it to: P.O. Box 269105
Oklahoma City, OK 73126-9105.

To remove dependents from your policy, complete Section 6 of the Change & Request Form indicating the dependent(s) to be removed. Return the completed form to us by fax at 877-807-0911 or mail to: P.O. Box 269105, Oklahoma City, OK 73126-9105.

Please be sure all requests are submitted to our office at least 30 days before the desired change date.

Your employer is also able to update your phone number, mailing address and email, as well as change coverage details, through their Online Service Center (OSC) account.

Dependents can be added to policies during the annual open enrollment period or if you have a qualifying event, such as marriage, divorce, birth of a child, adoption of a child or placement of a foster child, a change in spouse’s employment or death of a spouse.

Adding dependents to your coverage after the policy has been issued and/or outside of your employer’s open enrollment is subject to insurability requirements and requires a new application. Call your broker or contact us by email or call 800-256-8606 and we’ll connect you with your broker.

Please be sure all requests are submitted to our office at least 30 days before the desired effective date of coverage.

Dependents can be added to dental policies during the annual open enrollment period or if you have a qualifying event, such as marriage, divorce, birth of a child, adoption of a child or placement of a foster child, a change in spouse’s employment or death of a spouse.

Adding dependents to your coverage after the policy has been issued is subject to insurability requirements and requires a new application. Call your broker or contact us by email or call 800-256-8606 and we’ll connect you with your broker.

If you’re adding dependents because of a qualifying event, please include a brief description of the event on the back of the application. Applications to add dependents need to be received by our office 30 days prior to the desired effective date.

For consideration of most benefits, you need to complete a claim form either by filing your claim online in the Online Service Center or using a paper claim form.

We may also need a signed Authorization to request additional information from your doctor to assist us in reviewing your claim, which is included in the claim form to help expedite the process.

Save time by submitting your claim through your Online Service Center account. You may also submit forms by fax at 877-365-9423 or mail to: P.O. Box 248950, Oklahoma City, OK 73124-8950.

We need the actual itemized bill with the diagnosis code from your provider with a breakdown of charges for each date of service. Typically, bills you receive in the mail (balance forward statements) don’t contain enough information to process a claim. However, you should be able to obtain this information by contacting your provider’s office directly.

An itemized bill is a document obtained from the medical provider, either the hospital or physician, that lists the charges for medical treatment and services provided to you during your visit. The itemized bill should contain the patient’s name, date of service, provider’s name, diagnosis code and the procedures, services, medicines, supplies, etc. provided to you.

Unfortunately, most doctor’s offices and hospitals won’t release this information to us. However, you should be able to easily obtain this information by contacting your provider’s office directly.

Get your benefit payments faster by signing up for direct deposit in the Online Service Center. Once you sign in or register your account, click Settings and select Payment Settings. From here, you can enter your banking information to receive direct deposit of benefits.

You may also download a Direct Deposit Authorization Form and submit your completed form to us by fax at 877-807-0911 or mail to: P.O. Box 269105, Oklahoma City, OK 73126-9105.

If ID Cards are available for your insurance plan, you can view, download and print a copy anytime from the Online Service Center (OSC). Once you sign in or register your account, click on “My Policy” and “ID Card” to download an electronic card or click “Request Physical ID Card” to have a new copy mailed to the address on file.

To request a change to your policy, including a change of address, please submit a written request to APL. Download and complete  the Change & Request Form and return to us by fax at 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

To update your contact information, including your phone number or email address, please reach out to our Customer Care Team by email or call 800-256-8606 and we’ll be happy to help!

Your employer is also able to update your phone number, mailing address and email, as well as change coverage details, through their Online Service Center (OSC) account.

The fastest and easiest way to file your claim is through your Online Service Center account. Sign in or register your account and click “Start My Claim” to file your claim online.

You may also submit your completed claim form and supporting documentation to us by fax at 877-365-9423 or mail to: P.O. Box 248950, Oklahoma City, OK 73124-8950.

Monthly bills are generated and mailed by the 25th of the month. Each bill lists your employees, product type, coverage type and effective dates with the amount due for each policy.

Below are the different codes used to determine who has coverage under the policy. This code will be listed on your bill under Coverage Type.

I – Individual

C – Couple

F – Family Coverage

P – Single Parent Family

Your due date will be noted in the bottom right of your billing statement. However, we understand work can be hectic, so we provide a 31-day grace period for premium payments to be received. Groups participating in a Section 125 or Cafeteria Plan, where premiums are deducted during the same month the premium is due, will be extended an additional 15 days to submit payment.

Our goal is to provide complete and accurate billing statements each month. However, should you need to make any adjustments, the fastest way is through the Online Service Center (OSC). Once you sign in or register your account, you can access your Invoicing and view open invoices, adjust the amount due, pay your invoice online, schedule ACH payments or print an invoice statement.

If you prefer, you may also mark your statement with the updated information and send the corrected bill to us by email, fax to 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105. You may also call 800-256-8606 to talk to a Care Team colleague who will be happy to assist you.

An insured can mail their cancellation request to: APL, P.O. Box 248950, Oklahoma City, OK 73124-8950. If their premium is not paid within the grace period, their policy will automatically lapse without the need for additional forms.

Groups can also quickly and conveniently cancel coverage through the Online Service Center (OSC). In the OSC, groups can easily add, change and delete coverage for individuals across all our products. And if you used an enrollment platform, you’ll make any changes through the platform.

If you prefer, you may manually adjust your bill by marking through the policy you wish to cancel, then reduce the amount in the Total Amount Due column by the dollar amount cancelled. Submit an adjusted bill to us by email, fax to 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

Please include a request for cancellation signed and dated by the employee along with your adjusted payment. There’s no need for any additional forms.

You can terminate coverage conveniently through the Online Service Center (OSC). In the OSC, you can easily add, change and delete coverage for individuals across all our products. And if you used an enrollment platform, you’ll make any changes through the platform.

If you prefer, you may manually adjust your bill by marking through the policy you wish to terminate, then reduce the amount in the Total Amount Due column by the dollar amount terminated.

Submit the adjusted bill to us by email, fax to 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

Many of our products offer portability options, so insureds can keep their coverage if they ever change employers. If the policy is eligible to be kept on an individual basis, we’ll notify employees when premiums are no longer being paid through the employer/payroll deduction and offer alternative billing methods.

Certain products are only available under a group master policy and can only be continued under the group plan. Group policies, with the exception of Disability and Group Life products, are eligible to be continued under COBRA. Any employee wishing to continue coverage under COBRA should complete a Continuation of Health Coverage form and submit to us with the first month’s premium due. Participating employees appear on your billing statement with the word COBRA beside their name.

The eligible individual is responsible for submitting premium to your office each month. Once the eligibility period expires, we’ll notify your office and the eligible individual that coverage has concluded. For additional information on COBRA, please refer to the compliance section of your administration kit.

If an employee is off without pay or if a premium payment is missed, the policy will lapse. Upon returning to work, the employee may contact us by email or call 800-256-8606 to discuss their policy. Important: Please do not resume paying your premium until you’ve been notified of reinstatement.

Reinstatement for an employee on a group-billed product is available when there’s a qualifying event or at open enrollment. Employees should contact their group plan administrator with questions about enrollment.

To request a change to their policy, including change of address, name, occupation, dependent coverage, remove a rider or request a duplicate policy, employees should submit a written request to APL. Download and complete the applicable section(s) of the Change & Request Form and return to us by fax at 877-807-0911 or mail to:  P.O. Box 269105, Oklahoma City, OK 73126-9105. Please be sure all requests are submitted to our office at least 30 days before the desired change date.

Employers can also update an employee’s phone number, mailing address and email, as well as change coverage details, through your Online Service Center (OSC) account.

If your plan year is renewing, your bill will be postponed until the renewal process is complete. Once everything is finalized, you’ll receive your bill for the renewal month. If you still haven’t received your bill by the 1st day of the following month after renewal is complete, please reach out by email or call 800-256-8606 and we’ll be happy to help.

You may send payments by regular mail to APL Customer Service at:

P.O. Box 269105
Oklahoma City, OK 73126-9105

To overnight a payment, please send to APL at:

6303 N. Portland Ave., Suite 402
Oklahoma City, OK 73112

The easiest way to make premium payments is through your Online Service Center (OSC) account. Once you sign in or register your account, you can access your Invoicing and view open invoices, adjust the amount due, pay your invoice online, schedule ACH payments or print statements.

Commissions are calculated twice per month – on the 15th day and the last day of the month — and are paid after the group’s monthly premium has been remitted. Broker partners have access to commission statements anytime through your Online Service Center account.

If you’re set up to receive commission through direct deposit and your commission earnings total $50 or more for that payment period, you’ll receive a deposit the business day following the cutoff.

If you’re set up to receive a check and your total commission is more than $50 for the month, you’ll receive your check at the beginning of the following month.

New broker partners can set up direct deposit during the onboarding process. Existing broker partners can simply download and complete an Electronic Funds Transfer form. Fax the completed form to 844-539-3507, use your SFTP, APL’s managed file transfer or email to [email protected].

You have access to your commission statement anytime through your Online Service Center account. New commission statements are available within 3 business days following the commission period. Or contact Broker Resources at 866-980-7483 to request a copy.

We offer broker partners many convenient ways to add and update insured coverage.

1. The fastest way to add, change or delete coverage is through your Online Service Center (OSC) account.
2. Upload applications to APL using our SFTP site. Contact Broker Resources at 866-980-7483 for SFTP access to send secure files and emails.
3. Mail to APL using standard delivery at P.O. Box 269105, Oklahoma City, OK 73126-9105
4. Mail to APL overnight at 6303 N. Portland Ave., Suite 402, Oklahoma City, OK 73112

APL broker partners have access to view and download a wide variety of sales resources and education materials through the Resource Center in the Online Service Center. As always, the Broker Resources team is just a phone call away and is ready to assist you! Contact Broker Resources directly at 866-980-7483.

Partnering with APL is easy. Head over to our Partner With APL page, answer a few questions and a sales team member will connect within 24-48 hours to discuss your unique needs.

APL has commission amounts available by product to our appointed brokers. We’re happy to connect you with a sales team member to discuss our structure. Contact Broker Resources directly at 866-980-7483 for assistance.

APL has an established sales team and is uniquely staffed with a dedicated Broker Resources Team whose sole responsibility is to support you directly. A member of the team is available to answer your calls weekdays from 7 a.m. to 6 p.m. CT. Reach them directly at 866-980-7483.

When you want to self-serve, we provide an Online Service Center with time-saving tools and instant access to your APL business, day and night. Check commissions and production, track your groups, manage renewals and more. Insurance management is seamless with the Broker Resources team and your OSC account.

To send secure files and emails through APL’s SFTP site, contact Broker Resources at 866-980-7483 for access instructions.

From the moment you begin the licensing process, you’ll have access to APL’s Online Onboarding Center. Once appointed, you’ll move seamlessly to an APL Online Service Center account. From the OSC, you have instant insight to your commissions and production statements, group product offering, add, change and delete coverage, download ID cards, view billing details, file and track claims status and more.

Current, appointed APL broker partners can simply sign in to or register your OSC account at https://secured.ampublic.com.

Sign in to or register your OSC account and click “Start Your Claim” from the dashboard to follow the easy steps to file a claim. You can also locate the group from the “Groups” section of your dashboard, then “Employees” and click on the “Start Your Claim” from there.

We make it easy for broker partners to grow and manage their APL business anytime, anywhere. With the Online Service Center, you have 24/7 access to the tools and information you need to serve your clients and stay productive.

Instantly view your groups, track onboarding and renewals, review commission statements, monitor production reports, access group billing and coverage details and manage employee changes with just a few clicks. You can also file claims, download ID cards, and access a robust Resource Center filled with marketing materials and sales tools designed to help you close more business. Best of all, once you’re appointed with APL, you’ll receive immediate access to your OSC account, putting the power to manage and grow your book of business right at your fingertips.

As a provider, you can verify patient eligibility and look up coverage details at any time using APL Assist in the Online Service Center (OSC).

With APL Assist, providers have instant access to patient coverage verification, benefit details, reporting and eligibility downloads.

You may also reach out by email or call 800-256-8606 and we’ll be happy to help.

The fastest way to file a claim is through the Online Service Center. Medical and Dental Providers can register for the Online Service Center (OSC) for 24/7 access to patient claims status, EOBs, online claim submissions and more for APL insureds.

Once you sign in or register your account, click “File a Claim” to file a claim online.

 You may also submit claims to us by fax at: 877-365-9423 or mail to APL at: P.O. Box 248950, Oklahoma City, OK 73124-8950.

Absolutely! For your convenience, claims filed with “Signature on File” will be promptly processed and paid directly to the provider.

Check a claim status anytime, anywhere through your Online Service Center (OSC) account.

Sign in to or register your OSC account and click “Claim Status” to check the status of a claim – with or without an APL Claim Number.

As always, feel free to give us a call at 800-256-8606 and our team will be happy to assist you.