Have questions?

Visit our FAQ section for information about activating benefits and checking your benefit status.

Still can’t find what you’re looking for? Contact us via one of the methods below.

Give us a call

1-800-859-0568

Write us

FSO Claims and Activations Dept.
PO Box 977122
Miami, FL 33197-7122

faxFax us

305-259-4575

FAQ

We have answers! 
Here you can find answers to commonly asked questions about activating your benefits and checking your benefit status.

ACTIVATE YOUR BENEFITS

1. How do I activate benefits on my account/loan?

You can activate benefits by downloading a benefit verification form.

Then, login or create an account to upload the form and applicable supporting documents online. You can also mail or fax the completed form to us.

Please note that you are responsible for any charges incurred for the completion of all forms, and the provision of all supplemental documentation. An incomplete submission of the requested documentation and benefit verification form could result in a delay of the assessment of your benefit activation. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any benefit activation submitted.

2. What supporting documents are needed for my benefit activation?

In addition to the fully completed benefit verification form, the following supporting documents are necessary to activate your benefits.

Credit card benefit activations:

Disability and hospitalizationIf receiving Social Security Disability (SSDI), a copy of the award letter or verification of SSDI
If self-employed a copy of business license or bankruptcy papers.
Recent copy of your entire credit card billing statement.
UnemploymentA copy of state unemployment or strike benefit check(s) or Registration Card or letter from a recognized Employment Agency or Job Service for all months unemployed.

Recent copy of your entire credit card billing statement.

Family leaveRecent copy of your entire credit card billing statement.
Service activation A copy of your official military orders
Recent copy of your entire credit card billing statement for the month in which your leave started.
Unforeseen deathCertified copy of the death certificate.
Recent copy of the entire credit card billing statement.

Loan benefit activations:

DisabilityIf receiving Social Security Disability (SSDI), a copy of the award letter or verification of SSDI.
If self-employed a copy of business license or bankruptcy papers.
UnemploymentA copy of state unemployment or strike benefit check(s) or Registration Card or letter from a recognized Employment Agency or Job Service for all months unemployed.
DeathCertified copy of the death certificate.

3. If I don’t have all of the necessary supporting documents can I come back later to upload?

Yes at anytime throughout the benefit verification process you can click “Save and Exit”. This will save your progress so you can come back later to upload supporting documents. When you have the necessary information you can login to your account to add more information and upload additional documents for your benefit activation.

4. I filed a benefit verification form, what happens next?

Please allow 7 business days for benefit verification processing after all relevant documentation and information is received. Keep in mind that any missing or incomplete information will cause delays in the benefit review process. It is important that you read your benefit verification form and instructions carefully and provide all required information. You are responsible for continuing to make your regular scheduled payments until a decision is made by us on any benefit activation submitted. Once your benefit activation has been processed, we will respond to you by regular mail. We will provide you with a benefit activation number which you can use to monitor the status online.

5. I filed a claim but have not received a response. What should I do?

If you do not receive any correspondence within 7 days of sending us all necessary documentation for your benefit activation, please contact us.

CHECK BENEFIT STATUS

1. How do I check the status of a benefit?

You can check the status of a claim right here on our website on our website.

2.There is more than one benefit activation associated with my account/loan number. How do I know which benefit activation to select?

If more than one benefit activation matches the account/loan number that is entered, a list will be displayed. The “date of loss” column will help you to decide which benefit activation to view. The date of loss is:

  • Death- The date the death occurred.
  • Involuntary Unemployment/Leave of Absence- The first day of unemployment or date leave of absence began.
  • Disability – The date of disability.
  • Hospitalization-Date admitted to hospital.
  • Service Activation-Date recalled to active Military Status.

3. How do I check past activity for my benefit activation?

When you check the status of your benefit online, your current benefit status is at the top of the page. Scroll down to “History” to see past activity for your benefit activation.

4. How do I know if a decision has been made on my benefit submission?

You can find out if a decision has been made by checking your benefit status online.

5. I am trying to check the status of my benefit but am being told that that it is “temporarily unavailable”. What should I do?

You can check the status of your benefit from 2 a.m. until midnight EST. Occasionally the service may be unavailable due to site maintenance or technical issues. During regular hours of availability please wait before trying again. If the problem persists please contact us.

TECHNICAL SUPPORT

1. Does my browser need to accept cookies?

Yes, in order to use this website your browser MUST accept cookies.

2. Must Javascript be turned on?

No, Javascript does not need to be turned on, but enabling it will enhance your browsing experience.

3. Who do I contact if the website isn’t working properly?

Please contact us if the website isn’t working properly.