How do I resend a policy packet to a client?

While clients can always access a digital copy of their policy in the Customer Portal, the process for requesting a new physical copy depends on the insurance carrier.

For most Ethos-issued policies, our support team can process the request for you. Please contact us with the client’s name and policy number at [e-mail] or call [phone], Monday–Friday, 8 a.m.–6 p.m. CT.

Carrier-specific exceptions

For certain partners, the agent cannot initiate the resend. The client must contact the carrier’s customer service department directly to verify their identity and request documents:

• TruStageⓇ: Clients should call [phone]. TruStage policies are mailed automatically upon issuance, but duplicates must be requested by the policyowner.

Ameritas and Banner Life Insurance Company: While Ethos Support can assist with many of these, some legacy or specific permanent products may require the client to log into the carrier's specific member portal.

Updated March 16, 2026 08:34