Thank you for your service

Spotlight On ... the OSGLI Contact Center 

W elcome to the first “Spotlight On” column to appear in Veterans’ Group Life Insurance News. 

Each issue will highlight a specific team within OSGLI so you get a “behind the scenes” glimpse 

of our operations. In this issue, the spotlight is on the OSGLI Contact Center. 

The Contact Center has 30 associates, the majority of whom include Customer Service Professionals 

(CSPs) who interact with Veterans on a daily basis. Two Senior CSPs monitor resource needs and provide 

guidance and advice to the team. A recently appointed Process Management Associate streamlines 

processes and procedures to ensure everything is running efficiently. 

Veterans’ Group Life Insurance News Volume 6, Fall 2011

Office of Servicemembers’ Group Life Insurance (OSGLI) 

See coverage details, beneficiaries and pay your premium. 

A VGLI Online Account puts you in control 

Ed. 10/2011 

“We are a full service contact center,” says Brian, Team 

Leader. “One group is dedicated to interacting with Veterans 

by phone, e-mail, and Web Chat. Another group works on 

all of the paperwork, including VGLI applications and 

requests for reinstatement.” An increasing number of 

Veterans also use the “Schedule a Call” feature via their 

VGLI Online Account to request a call back at a specific 

date and time. Most of the services available by phone are 

also available through your VGLI Online Account. You can 

create your own VGLI Online Account today. 

“We devote a lot of time and 

energy to make sure our 

members are satisfied,” says 

Brian. “All feedback we receive 

is important.” Web users are 

also asked to provide feedback 

by completing a survey after 

their online interactions. This 

feedback is used to identify what we are doing right and 

determine areas for development. “We’re constantly 

evaluating suggestions and feedback we receive to 

improve Veterans’ experiences with the Contact Center,” 

explains Brian. Whether you call in to the Contact Center 

or use your VGLI Online Account, please take the time to 

provide your own feedback. 

 Contact Center Statistics 

 Weekly Averages: 

♦ 3,600 Telephone Calls 

♦ 500 E-mails 

♦ 30 Web Chats 

Follow these steps: 

1. Visit www.insurance.va.gov

2. Select “Access Your Policy Information Online” 

3. Under VGLI, select “access your policy information” 

4. Select “Register Now” 

5. Enter your: 

♦ Social Security Number 

♦ Last Name (Enter your last name exactly as it 

appears on OSGLI correspondence) 

♦ 8-digit Control Number (On OSGLI correspondence) 

6. Click “Submit” 

“ I can think of no higher responsibility 

than ensuring that the men and women 

who have served our nation in uniform 

are treated with the care and respect 

that they earned. ”

Secretary of Veterans Affairs Eric Shinseki 

www.ebenefits.va.gov 

The new eBenefits online portal from the 

Department of Veterans Affairs and the 

Department of Defense is your one-stop shop 

for benefits-related tools and information. The 

portal is designed for Veterans, service 

members, their families and caregivers. VGLI 

members can also update their VGLI account 

information through eBenefits. 

eBenefits provides: 

♦ A catalog of links to military and Veteran 

benefits on other sites. 

♦ Service members, Veterans, and family 

members an easy way to access and 

manage benefits, claims, and documents. 

♦ Quick access to online tools via the 

My eBenefits Dashboard that enable you to 

apply for benefits, download your DD214, 

monitor claims, update personal information, 

see your benefits status, and more. 

Visit www.ebenefits.va.gov today or call 

800-477-8227.
Thank you for your service

Increase convenience and reduce paper waste by 

paying your VGLI premium through your bank’s bill pay 

system. 

Simply visit the bill pay section of your bank’s website and 

add “OSGLI” as a payee. When prompted for your account 

number, input the first eight digits of your control number 

found on the upper right hand corner of your billing 

statement. Then choose the date you would like to pay 

your VGLI premium. On that date, your payment will be 

transferred from your checking account directly to OSGLI. 

Plus, with OSGLI established as a payee, you can return 

to your bank’s bill pay site at any time and pay future 

premiums with just a few clicks. 

Volume 6, Fall 2011 

Ed. 10/2011 

 A great way to pay your VGLI premium . . . . . . . and save up to 5% 

You can save on your VGLI premium by 

changing your VGLI billing frequency. 

♦ Save 2.5% by paying your VGLI premium 

quarterly, 3.75% by paying semi-annually, 

and 5% by paying annually. 

♦ Log on to your VGLI Online Account 

to change your billing frequency and 

take advantage of these savings. 

If you already pay your premiums quarterly, 

semi-annually, or annually, your current billing 

statement already reflects the appropriate 

discount. 

Five convenient ways to contact OSGLI Is your mailing address current? 

1. Online: 

VGLI Web Chat and Schedule a Call are available 

through your VGLI Online Account, Monday to Friday 

9:00 a.m. to 5:00 p.m. Eastern Time 

2. E-mail: osgli.osgli@prudential.com 

3. Phone: 

800-419-1473, Monday through Friday 

8:00 a.m. to 5:00 p.m. Eastern Time 

4. Fax: 800-236-6142 

5. Mail: 

OSGLI 

PO Box 41618 

Philadelphia, PA 19176-9913 

If you received this newsletter notice via e-mail 

then you know that OSGLI has your current 

e-mail address. While that is good “green” news, 

it’s also a good idea to verify OSGLI has your 

correct home mailing address. This way you’ll 

stay informed about important documents 

regarding your VGLI account. There are three 

ways to update your address: 

♦ Verify or change your address through your 

VGLI Online Account. 

♦ Write your address information in the space 

provided on your premium payment coupon 

and return it to OSGLI. 

♦ Call the Contact Center. 

Life changes. Have your beneficiaries? 

If you’ve had a recent life event such as a change in marital status, the addition of a child, or the 

death of a loved one, it may be a good time to make sure your beneficiary designation is up to date. 

Make sure your life insurance benefit is paid according to your wishes. Three convenient ways to 

update your beneficiaries:

1. Online - Through your VGLI Online Account. 

2. By Mail - Download the Beneficiary Designation Form SGLV 8721 from www.insurance.va.gov and 

mail it to OSGLI. 

3. By Phone - Call OSGLI to have Beneficiary Designation Form SGLV 8721 mailed to you. 

Please remember that beneficiary changes cannot be taken over the phone. 

Try Web Chat today 

from your 

VGLI Online Account