Compensation Glossary

Customer Service Department

The department in a life and health insurance company tasked with the provision of assistance to the company's policy owners, agents, and beneficiaries. Customer service specialists are tasked with answering policy owners' questions, assisting them with the interpretation of policy, and responding to questions on the policy coverage itself. They are also tasked with making changes requested by the policy owners, such as change of address, beneficiary designation, and mode of premium payment. The customer service department may also be the department that sends premium notices to customers; collects premium payments; and calculates and processes policy loans, dividends, nonforfeiture options and surrenders. Also known as the client service department, the policy administration department, the policy owner service department or the service and claim department.