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Support

Income pay

Welcome to customer support. Here you will find forms, contact information, answers to common questions and more.

Contacts Forms Questions

Phone

(800) 628-6673

Monday - Friday 8:00 AM - 4:30 PM

*Request complimentary translation services with customer service when foreign language support is needed. Follow the steps provided here.

Service requests or inquiries

Mailing address

Benefit Payment Services Group
P.O. Box 4993
Syracuse, NY 13221

Express mail

Benefit Payment Services Group, MD 37-4
100 Madison St, Suite 1000
Syracuse, NY 13202

Service request forms*

By clicking on one of the choices below, you may print the request form on your computer's printer. After completing and signing the form, mail it to the address shown on the form. You may also request that any of these forms be mailed to you by calling our toll-free number, (800) 245-1230 during our business hours, 9 AM to 5 PM, ET, Monday - Friday.

Direct Deposit Request (PDF*)
Change of Address Request (PDF*)

*These forms are Adobe Portable Document Format (PDF) files. You can download the free Adobe Reader here .

Instructions for installation are also found at that location.

If you need additional information, send us your request.

Common questions

Beneficiary change
Can I change my beneficiary?

To confirm that the beneficiary can be changed under your contract, please call us at (800) 245-1230, during our business hours, 9 AM to 5 PM, ET, Monday through Friday and speak to a Customer Service Representative.

If you need additional information, click here to send your request. Please be sure to provide your contract number, Social Security Number, telephone number and the best time to call.
Payments
How do I report a lost or stolen payment?

Click here to e-mail, or call us at (800) 245-1230, during our business hours, 9 AM to 5 PM, ET, Monday through Friday and speak to a Customer Service Representative.

You will need to provide your contract number and Social Security Number. Generally, a replacement check will be processed 7 days after the due date of the lost or stolen check.

Can my payment be sent directly to the bank?

Click here for a printable form. Complete and return to the address on the form. Or, you can use the form available at your bank. To avoid delays, include the type of account (i.e. checking or savings), account number, bank routing number and a copy of your deposit slip or a void check. The request will generally become effective 30 days after we receive the form.

Mail the completed form to the following address:

Benefit Payment Service Group
Suite 1000
100 Madison Street
Syracuse, NY 13202.
Mailing address
How do I change the mailing address for my payments?

Click here for a printable form. Complete and return to the address on the form. Or send your written request to us at:

Benefit Payment Service Group
Suite 1000
100 Madison Street
Syracuse, NY 13202

For security reasons we do not accept changes to a check mailing address by email or by telephone. The change will generally become effective 30 days after we receive your letter.

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The content of this website does not constitute an offer of investments, insurance, or financial advice and makes no direct or indirect recommendation with respect to the appropriateness of any particular product, investment, investment-related option, or financial service. Unless otherwise noted, references to “Equitable” within discussions of proprietary insurance and annuity products apply specifically and exclusively to issuers Equitable Financial Life Insurance Company (Equitable Financial) (NY, NY) and/or Equitable Financial Life Insurance Company of America (Equitable America), an AZ stock company with an administrative office located in Charlotte, NC. Overall, Equitable is the brand name of the retirement and protection subsidiaries of Equitable Holdings, Inc., including Equitable Financial, Equitable America, and Equitable Distributors, LLC. Equitable Advisors is the brand name of Equitable Advisors, LLC (member FINRA, SIPC) (Equitable Financial Advisors in MI & TN). Equitable Financial, Equitable America, Equitable Distributors, and Equitable Advisors are affiliated companies and do not provide tax or legal advice or services. The obligations of Equitable Financial Life Insurance Company and Equitable Financial Life Insurance Company of America are backed solely by their own claims-paying abilities. Equal Opportunity Employers (Equitable Financial Advisors in MI & TN). M/F/D/V.

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