Frequently Asked Questions

To request a change to your policy, including change of address, name, occupation, dependent coverage, remove a rider or request a duplicate policy, please download and complete the applicable section(s) of the Change & Request Form and return the completed form to us by fax at 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

To request a Change of Beneficiary or a Change of Ownership, download the applicable form and follow the instructions provided.

Please be sure all requests are submitted to our office at least 30 days before the desired change date.

The fastest way to obtain a duplicate policy is through the Online Service Center (OSC). Sign in or register your OSC account. Once you’re logged in, go to My Coverage and click on the policy number to view and download your policy documents. 

You may also submit a written request for a copy of your policy to our office by fax at 877-807-0911 or mail to:

P.O. Box 269105
Oklahoma City, OK 73126-9105

If your premium isn’t set on automatic bank draft/payroll deduction through your employer, monthly bills are mailed by the 25th of the month, prior to the premium being due. If you haven’t received your bill by the 1st day of the following month after premium is due, please contact us by email or call 800-256-8606 to get copy of your bill. 

You can expect to receive your bill by the 1st day of each month. We understand life can get busy, so we provide a 31-day grace period for premium payments to be received. However, if your payment is not received within this grace period, your insurance coverage will unfortunately be terminated.

APL requires written notice to cancel your policy within the grace period. You may mail your cancellation request to:
P.O. Box 269105
Oklahoma City, OK 73126-9105

If your premium is not paid within the grace period, your policy will automatically lapse without the need for any additional forms.

As a courtesy to our customers, if the policy is eligible to be kept on an individual basis we’ll notify you when premiums are no longer being paid through your employer/payroll deduction and offer alternative billing methods. 

If you wish to keep your coverage after leaving your employer/group, ask your group administrator for a Benefit Continuation Request Card and drop it in the mail to us at:
P.O. Box 269105
Oklahoma City, OK 73126-9105

Certain products are only available under a group master policy and can only be carried under the group plan or in some cases under COBRA. Once we receive your request, we’ll let you know if your policy is eligible.

If you’re on leave without pay and a premium payment is missed, your policy will lapse. Policies other than dental can be reinstated up to six months after cancellation. If you choose to cancel your policy and later wish to continue coverage, feel free to reach out by email or call 800-256-8606 to us to request a reinstatement of your policy. Important: Please do not resume paying your premium until you’ve been notified your reinstatement has been approved.

Policies other than dental can be reinstated up to six months after cancellation. If you choose to cancel your policy and later wish to continue coverage, you’ll need to contact us by email or call 800-256-8606 to request a reinstatement of your policy. Important: Please do not resume paying your premium until you’ve been notified your reinstatement has been approved.

To pay your premiums using automated bank draft, simply download and complete an Electronic Funds Transfer form and fax it, along with a voided check, to 877-807-0911 or mail it to:

P.O. Box 269105
Oklahoma City, OK 73126-9105

To remove dependents from your policy, complete Section 6 of the Change & Request Form indicating the dependent(s) to be removed. Return the completed form to us by fax at 877-807-0911 or mail to:

P.O. Box 269105
Oklahoma City, OK 73126-9105

Please be sure all requests are submitted to our office at least 30 days before the desired change date.

Adding dependents to your coverage after the policy has been issued is subject to insurability requirements and requires a new application. Call your agent or contact us by email or call 800-256-8606 and we’ll connect you with your agent. Once we receive your application, we’ll carefully evaluate your application for new coverage and inform you of our decision via mail.

Please be sure all requests are submitted to our office at least 30 days before the desired effective date of coverage.

Dependents can be added to dental policies during the annual open enrollment period or if you have a qualifying event, such as marriage, divorce, birth of a child, adoption of a child or placement of a foster child, a change in spouse’s employment or death of a spouse.

Adding dependents to your coverage after the policy has been issued is subject to insurability requirements and requires a new application. Call your agent or contact us by email or call 800-256-8606 and we’ll connect you with your agent. 

If you’re adding dependents because of a qualifying event, please include a brief description of the event on the back of the application. Applications to add dependents need to be received by our office 30 days prior to the desired effective date.

For consideration of most benefits, you need to complete a claim form either by filing your claim online in the Online Service Center or a paper claim form.

We may also need a signed Authorization to request additional information from your doctor to assist us in reviewing your claim, which is included in the claim form to help expedite the process.

Save time by uploading your claim form and supporting documentation from your Online Service Center account, or submit forms by fax at 877-365-9423 or mail to:

P.O. Box 248950,
Oklahoma City, OK 73124-8950

We need the actual itemized bill with the diagnosis code from your provider with a breakdown of charges for each date of service. Typically, bills you receive in the mail (balance forward statements) don’t contain enough information to process a claim. However, you should be able to obtain this information by contacting your provider’s office directly.

An itemized bill is a document obtained from the medical provider, either the hospital or physician, that lists the charges for medical treatment and services provided to you during your visit. The itemized bill should contain the patient’s name, date of service, provider’s name, diagnosis code and the procedures, services, medicines, supplies, etc. provided to you.

Unfortunately, most doctor’s offices and hospitals won’t release this information to us. However, you should be able to easily obtain this information by contacting your provider’s office directly.

Get your benefit payments faster by signing up for direct deposit in the Online Service Center. Once you sign in or register your account, click on My Account and select Payment Preferences. From here, you can enter your banking information to receive direct deposit of benefits.

You may also download a Direct Deposit Authorization Form and submit your completed form to us by fax at 877-807-0911 or mail to:

P.O. Box 269105
Oklahoma City, OK 73126-9105

If ID Cards are available for your insurance plan, you can download and print a copy anytime from the Online Service Center (OSC). Once you sign in or register your account, click on the link below the ID Card image to download a .pdf copy. 

If an ID Card is issued for this product but doesn’t appear in the OSC, please contact us by email or call 800-256-8606.

To request a change to your policy, including a change of address, download and complete  the Change & Request Form and return to us by fax at 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

To update your contact information, including your phone number or email address, please reach out to our Customer Care Team by email or call 800-256-8606 and we’ll be happy to help!

The fastest and easiest way to file your claim is through your Online Service Center account. Sign in or register your account for convenient automated claims submission. 

For wellness benefits under all plans: Click on “File a Wellness Claim” and follow the prompts to submit your wellness and screening benefit claim.

For all other benefits: Click on “Upload Files” then answer the prompts and attach the required documentation.

You may also submit your completed claim form and supporting documentation to us by fax at 877-365-9423 or mail to:

P.O. Box 248950
Oklahoma City, OK 73124-8950

Monthly bills are generated and mailed by the 25th of the month. Each bill lists your employees in the order you requested, such as by social security number, alphabetical or employee number. Each employee has their policy number(s) listed with the amount due for each policy including an overall total due for each employee.

Product type, coverage type and effective dates for each policy are shown on the bill. Below are the different codes used to determine who has coverage under the policy. This code will be listed on your bill under Coverage Type.

I – Individual

C – Couple (applies only to DENTA-CARE policies) denotes only two people are insured on the policy, either applicant and spouse or applicant and one dependent.

F – Family Coverage

P – Single Parent Family

S – Applicant and Spouse coverage only

Your due date will be noted in the bottom right of your billing statement. However, we understand work can be hectic, so we provide a 31-day grace period for premium payments to be received. Groups participating in a Section 125 or Cafeteria Plan, where premiums are deducted during the same month the premium is due, will be extended an additional 15 days to submit payment.

Our goal is to provide complete and accurate billing statements each month. However, should you need to make any adjustments, the fastest way is through the Online Service Center (OSC). Once you sign in or register your account, you can access My Billing anytime, anywhere to view open invoices, adjust the amount due, pay your invoice online or print an invoice statement.

You may also mark your statement with the updated information and send the corrected bill to us by email or call 800-256-8606 to talk to a team member who will be happy to assist you.

If an employee wishes to cancel their coverage, you can do so quickly and conveniently through the Online Service Center (OSC). In the OSC, you can easily add, change and delete coverage for individuals across all our products, with the exception of Disability at this time. 

If you prefer, you may manually adjust your bill by marking through the policy you wish to cancel, then reduce the amount in the Total Amount Due column by the dollar amount cancelled. Submit an adjusted bill to us by email, fax to 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

Please include a request for cancellation signed and dated by the employee along with your adjusted payment. There’s no need for any additional forms. 

The individual may choose to mail their cancellation request to: APL, P.O. Box 248950, Oklahoma City, OK 73124-8950. If their premium is not paid within the grace period, their policy will automatically lapse without the need for any additional forms.

You can terminate coverage conveniently through the Online Service Center (OSC). In the OSC, you can easily add, change and delete coverage for individuals across all our products, with the exception of Disability at this time. 

If you prefer, you may manually adjust your bill by marking through the policy you wish to terminate, then reduce the amount in the Total Amount Due column by the dollar amount terminated.

Submit the adjusted bill to us by email, fax to 877-807-0911 or mail to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105.

As a courtesy to our customers, if the policy is eligible to be kept on an individual basis we’ll notify employees when premiums are no longer being paid through the employer/payroll deduction and offer alternative billing methods. 

Certain products are only available under a group master policy and can only be carried under the group plan. To identify these products, look on your billing statement under the GRP column. If a “Y” appears in the column, it’s a group product and therefore not eligible to be kept on an individual basis.

Group policies, with the exception of Disability and Group Life products, are eligible to be continued under COBRA. Any employee wishing to continue coverage under COBRA should complete a Continuation of Health Coverage form and submit to us with the first month’s premium due. Participating employees appear on your billing statement with the word COBRA beside their name. 

The eligible individual is responsible for submitting premium to your office each month. Once the eligibility period expires, we’ll notify your office and the eligible individual that coverage has concluded. For additional information on COBRA, please refer to the compliance section of your administration kit. 

If an employee is off without pay or if a premium payment is missed, the policy will lapse. Upon returning to work, the employee must contact us by email or call 800-256-8606 to request a reinstatement of their policy. 

Dental policies are not eligible for reinstatement, however if the employee returns to work within 60 days, they may pay back the missed premium and continue their dental plan without any lapse in coverage. All other policies are eligible for reinstatement up to six months after lapsing. Important: Please do not resume paying premiums until our office notifies you the reinstatement has been approved.

All policies other than dental can be reinstated up to six months after cancellation. If an employee chooses to cancel their policy and later wishes to continue coverage, they’ll need to contact us by email or call 800-256-8606 to request a reinstatement of their policy. 

Upon receipt of their reapplication, a determination will be made to approve or decline the reinstatement. We’ll notify the employee of the decision and, if approved, send a new Payroll Authorization for the employee to sign and turn into your payroll office. Important Note: Please do not resume paying premiums until our office notifies you the reinstatement has been approved.

To request a change to their policy, including change of address, name, occupation, dependent coverage, remove a rider or request a duplicate policy, employees should download and complete the applicable section(s) of the Change & Request Form and return to us by fax at 877-807-0911 or mail to:

P.O. Box 269105
Oklahoma City, OK 73126-9105

Please be sure all requests are submitted to our office at least 30 days before the desired change date.

If your plan year is renewing, your bill will be postponed until the renewal process is complete. Once everything is finalized, you will receive your bill for the renewal month. If you still haven’t received your bill by the 1st day of the following month after renewal is complete, please reach out by email or call 800-256-8606 and we’ll be happy to help.

You may send payments by regular mail to APL Customer Service at:

P.O. Box 269105
Oklahoma City, OK 73126-9105

To overnight a payment, please send to APL at:

6303 N. Portland Ave, Suite 402
Oklahoma City, OK 73112

Commissions are calculated twice per month – on the 15th day and the last day of the month — and are paid after the group’s monthly premium has been remitted. Broker partners have access to commission statements anytime through your Online Service Center account.

If you’re set up to receive commission through direct deposit and your commission earnings total $50 or more for that payment period, you’ll receive a deposit the business day following the cutoff. 

If you’re set up to receive a check and your total commission is more than $50 for the month, you’ll receive your check at the beginning of the following month.

Simply download and complete an Electronic Funds Transfer form. Then, fax the completed form to 844-539-3507 or or use your sftp or APL’s secure file transfer portal and email to APL-AgentAppointments@ampublic.com.

You have access to your commission statement anytime through your Online Service Center account. New commission statements are available within 3 business days following the commission period. Or contact Broker Resources at 866-980-7483 to request a copy.

We offer broker partners many convenient ways to add and update coverage. 

The fastest way to add, change or delete coverage is through your Online Service Center (OSC) account. Use the OSC for all our products, with the exception of Disability at this time. To add, change or delete disability policies, contact Broker Resources at 866-980-7483.

Upload applications to APL using our secure file transfer portal. Contact Broker Resources at 866-980-7483 for sftp access to send secure files and emails.

Mail using standard delivery to: APL, P.O. Box 269105, Oklahoma City, OK 73126-9105

Mail overnight to: APL, 6303 N Portland, Suite 402, Oklahoma City, OK 73112

APL broker partners have access to a wide variety of sales resources and education materials. Your Broker Resources team is just a phone call away and is ready to assist you! Contact Broker Resources directly at 866-980-7483. 

When you partner with APL, you get more than a carrier. Simply head over to our Partner With APL page, answer a few questions and a sales team member in your area will connect within 24-48 hours to discuss your unique needs.

APL has commission amounts available by product to our appointed brokers. We’re happy to connect you with a local sales team member to discuss our commission structure. First, contact Broker Resources directly at 866-980-7483 for help.

APL has an established sales team located across the country who support you directly and in person. 

We’re also uniquely staffed with a Broker Resources Team. Our broker partners never talk to a machine or wait on hold. A member of the team is always available to answer your calls from 7 a.m. to 6 p.m. CST. Reach them directly at 866-980-7483.

To send secure files and emails through APL’s SFTP site, contact Broker Resources at 866-980-7483 for access.

Once appointed, you can register for your Online Service Center account. From there, you have instant access to your commissions and production statements, group product offering, add, change and delete coverage, download ID cards, view billing details, file and track claims status and more. 

If you’re already contracted and appointed with APL, simply sign in to or register your OSC account today! 

Sign in to or register your OSC account, locate the group from the My Groups section of your dashboard, then find the employee you wish to file a claim for. Click + to expand employee details, click on the “File Claim” tab to answer the prompts and attach the required documentation. 

We make it simple for broker partners to manage their APL business anytime, anywhere! The Online Service Center provides 24/7 access to view your groups, commission statements and/or earnings, production information, group billing details, product details, add/change/delete employees, file claims, view recent activity, even download ID cards.

Once you’re contracted and appointed with APL, simply sign in to or register your OSC account by clicking on the New User tab and following the prompts to create your account.

To verify patient coverage and eligibility, please reach out by email or call 800-256-8606, option 1 and we’ll be happy to help. 

Medical and Dental Providers can register through the Online Service Center (OSC) for 24/7 access to patient claims status, EOBs and online claim submissions for APL insureds.

The fastest way to file an insurance claim is through the Online Service Center (OSC).

Once you sign in or register your account, click “Start Here” to begin uploading documents and submitting an APL claim.

You may also submit claims to us by fax at: 877-365-9423 or mail to APL at:

P.O. Box 248950
Oklahoma City, OK 73124-8950

Absolutely! For your convenience, claims filed with “Signature on File” will be promptly processed and paid directly to the provider.

Check a claim status anytime, anywhere through your Online Service Center (OSC) account. 

Sign in to or register your OSC account and use the Quick Access option to quickly look up the status using an APL Claim Number. 

Or search using your patient’s information to easily check the status of a claim even if you don’t have the APL Claim Number at hand.

As always, don’t hesitate to give us a call at 800-256-8606, option 1 and our team will be happy to assist you.