What to do when a MassMutual account holder dies

Contact MassMutual's Claims Department — 5-step process, 8 required documents, and massmutual pays once the claim is in good order — typically within 10 business days of receiving all requirements. massmutual ascend publishes 5-10 business days once it has all forms and documents, and states plainly that a claim cannot be processed until every beneficiary has completed and returned their forms. the usual delays are the certified death certificate, a co-beneficiary who has not returned their claimant's statement, and trust or estate paperwork (a trustee must sign in that capacity; an estate beneficiary needs certified letters).

MassMutual

Insurance · Nationwide

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MassMutual Customer Service

Mailing Address

MassMutual, 1295 State Street, Springfield, MA 01111-0001

Online Account Support
MassMutual Ascend (formerly Great American Life)
Executive Group Life (EGL) Worksite Insurance
Institutional Insurance

Claims Department

Fax1-866-329-4527
Mailing Address

MassMutual, Attention: Life Hub, 1295 State Street, Springfield, MA 01111-0001

Life Insurance Claims (Life Hub)

Fax1-866-329-4527
Mailing Address

MassMutual, Attention: Life Hub, 1295 State Street, Springfield, MA 01111-0001

MassMutual Ascend Claims (Cincinnati)
Verified Jul 2026

A death claim on a MassMutual policy is filed through the Life Insurance Claims (Life Hub) (1-800-272-2216). Because insurance proceeds pass directly to named beneficiaries, this process is separate from probate. The required documentation and timeline vary by policy type.

MassMutual offers an online claims portal that makes the initial filing process more straightforward. Survivors can also initiate claims by phone or by mailing documentation directly.

Death claim process

Follow these steps to file a death claim with MassMutual:

Filing a claim

1
Work out which company issued the contract: MassMutual (Springfield), MassMutual Ascend / formerly Great American Life (Cincinnati), or Empower (a former MassMutual 401(k) or 403(b))
2
Notify the right claims team: MassMutual at 1-800-272-2216, or MassMutual Ascend at 800-854-3649. Give the contract number or the decedent's Social Security number, the decedent's name and date of death, and your contact details
3
Complete the claim forms the team sends you:
  • Claimant's Statement for a life insurance death benefit; Notice of Death for an annuity or pension annuity
  • Each named beneficiary completes and returns their own forms — Ascend states a claim cannot be processed until ALL beneficiaries have returned theirs, so one slow sibling stalls everyone's payment
  • Attach a certified death certificate, and trust or estate documents if a trust or the estate is the beneficiary
4
Choose how the money is paid:
  • Lump sum by check or direct deposit — direct deposit needs the account type, routing number, and account number on the Claimant's Statement
  • Benefit Management Account (BMA), an interest-bearing account MassMutual opens in the beneficiary's name to hold the proceeds instead of issuing a lump-sum check
5
MassMutual processes payment once every requirement is received in good order (typically within 10 business days; MassMutual Ascend states most claims are processed within 5-10 business days once all forms and documents are in)

Required Documents

  • Completed Claimant's Statement (life insurance) or Notice of Death (annuity / pension annuity) — one per beneficiary
  • Certified copy of the death certificate
  • Government-issued photo ID for the beneficiary
  • Policy or contract number, or the decedent's Social Security number, plus the date of death
  • Trust documentation and trustee identification, if a trust is the beneficiary
  • Certified Letters Testamentary or Letters of Administration, if the estate is the beneficiary
  • Bank routing and account numbers, if the beneficiary elects direct deposit
  • Any additional documentation the claims team requests (for example, on a death within the contestable period)

Claims Contact

What to know at this institution

Three separate claims organizations sit behind the MassMutual name, and sending papers to the wrong one costs weeks. (1) MASSMUTUAL life insurance — 1-800-272-2216, Life Hub, 1295 State Street, Springfield, MA 01111-0001, fax 1-866-329-4527, email lifefax@MassMutual.com. Policies may be issued by MassMutual, C.M. Life Insurance Company, or MML Bay State Life Insurance Company, which all use this channel. Annuity death claims start at massmutual.com/claims/annuity-death-claims and pension (group) annuity deaths at massmutual.com/claims/pension-annuity-death-claims, using a Notice of Death rather than the life Claimant's Statement. (2) MASSMUTUAL ASCEND — the former Great American Life Insurance Company, rebranded in 2022 and still a wholly owned MassMutual subsidiary, but a separate claims operation: 800-854-3649 (Monday-Friday, 8am-5pm ET), online claim submission at myannuity.massmutualascend.com/deathclaim, secure document upload, "Track a Claim" with a beneficiary access code, standard mail to MassMutual Ascend, Attn: Claims Department, PO Box 5420, Cincinnati, OH 45201-5420, overnight to 191 Rosa Parks Street, Cincinnati, OH 45202, fax 513-412-5122. (3) EMPOWER — MassMutual's employer retirement-plan recordkeeping business was acquired by Empower in 2021, so an old "MassMutual" 401(k) or 403(b) is now an Empower plan and its death claim runs through Empower or the plan administrator. On payout: a life beneficiary elects a lump sum (check or direct deposit) or a Benefit Management Account, an interest-bearing account MassMutual opens in the beneficiary's name to hold the proceeds. Where a trust is the beneficiary, the trustee signs in that capacity and MassMutual states it is not responsible for carrying out the terms of any trust — it pays the trustee, and the trust's terms govern from there.

Download instructions for the whole estate

Prepare your letter of instruction to MassMutual

MassMutual asks for a letter of instruction alongside its claim form. We prepare a transmittal cover letter and the enclosure checklist MassMutual requires.

Build your letter of instruction

Expected timelines at MassMutual: MassMutual pays once the claim is in good order — typically within 10 business days of receiving all requirements. MassMutual Ascend publishes 5-10 business days once it has all forms and documents, and states plainly that a claim cannot be processed until EVERY beneficiary has completed and returned their forms. The usual delays are the certified death certificate, a co-beneficiary who has not returned their Claimant's Statement, and trust or estate paperwork (a trustee must sign in that capacity; an estate beneficiary needs certified Letters). Delays are almost always caused by incomplete paperwork—gathering all required documents before filing the initial claim helps avoid back-and-forth.

Documentation required by MassMutual includes Completed Claimant's Statement (life insurance) or Notice of Death (annuity / pension annuity) — one per beneficiary, Certified copy of the death certificate, and Government-issued photo ID for the beneficiary, along with additional paperwork that varies by account type. All death certificates and court documents must be certified copies.


Frequently asked questions

Because more than one company sits behind the MassMutual name. Life policies issued by MassMutual, C.M. Life Insurance Company, or MML Bay State Life Insurance Company are handled in Springfield through the Life Hub at 1-800-272-2216 (mail 1295 State Street, Springfield, MA 01111-0001; fax 1-866-329-4527; email lifefax@MassMutual.com). Annuities and life policies issued by MassMutual Ascend — the former Great American Life Insurance Company, rebranded in 2022 and still a wholly owned MassMutual subsidiary — are handled by a separate claims organization in Cincinnati: 800-854-3649, Monday-Friday 8am-5pm ET, with online submission at myannuity.massmutualascend.com/deathclaim, a secure upload, standard mail to MassMutual Ascend, Attn: Claims Department, PO Box 5420, Cincinnati, OH 45201-5420, overnight mail to 191 Rosa Parks Street, Cincinnati, OH 45202, and fax 513-412-5122. And a 401(k) or 403(b) the decedent thought of as "MassMutual" is probably not MassMutual at all — that recordkeeping business was acquired by Empower in 2021, so those death claims go through Empower or the plan administrator. Check the issuer on the contract before you mail anything: documents sent to the wrong company do not get forwarded, they get returned.

A life-policy beneficiary change uses the Beneficiary Change Request (FR2265-US), which is for life insurance post-issue only — it is not accepted for annuities, qualified plans, or disability income policies. In section C you select Irrevocable Trust, Revocable Trust, Trust under Insured's Will, Estate of Insured, or Corporation, and give the trust's full legal name, the date it was established, and its EIN. Several MassMutual defaults in the form's disclosures decide what happens when the plan does not go as written. If a revocable trust is the OWNER and the trust is not in effect at the insured's death and there is no living or existing beneficiary, the proceeds are paid to the designated grantors equally, otherwise to the estate of whichever grantor dies last. If you designate a "Trust under the Insured's Will," proceeds are paid only if the will is probated and that testamentary trust is actually in effect. If the estate of the insured or a corporation is the sole primary beneficiary, MassMutual does not let you name a secondary beneficiary at all. And MassMutual states it is only responsible for performing under the policy and is not responsible for carrying out the terms of any trust — it pays the trustee, and the trust's own terms take over from there.

Ownership moves to an irrevocable life insurance trust with the Owner Change Coversheet (FR2255p-LI) and the Individual Owner & Beneficiary Change Request, and MassMutual must already have a Certification of Trust Agreement (F6734, or F6734NY for New York contracts) on file — it will not process a trust ownership change without one, and it does not want the full trust agreement. All trustees named on that certification have to sign, in the form "John Doe, Trustee, ABC Trust dated 01/01/2020." The change is effective on the latest signature date, subject to anything MassMutual paid or did before receiving the form in good order. Three riders are casualties of an ownership change: an Enhanced Surrender Value Rider terminates unless the new owner is a grantor trust established by the owner, a successor from a merger or acquisition, or a non-qualified business trust for the owner's employees; an Annuity Purchase Agreement Rider is cancelled outright; and a policy with the Accelerated Death Benefit for Long Term Care Services Rider can have only one owner and needs form FR2054 when the new owner is not the insured. Every encumbrance — assignments, policy loans, Modified Endowment Contract status — travels to the new owner with the policy. Transferring an existing policy also starts the three-year lookback of IRC Section 2035, which is why a new policy is usually applied for and owned by the ILIT from inception. MassMutual does not draft ILITs and states that neither it nor its agents may give legal or tax advice. Consult a licensed attorney and a tax professional.

MassMutual permits entity ownership of a nonqualified annuity — trust ownership runs through the Entity Owner & Beneficiary Change Request with a Certification of Trust (F6734), not through the life-insurance forms, which expressly exclude annuities. The tax side is the reason most people do not do it: under IRC Section 72(u), a nonqualified deferred annuity held by a non-natural person such as a trust is generally not treated as an annuity contract for income tax purposes, so the inside buildup can lose tax deferral. A limited exception applies where the trust holds the contract as an agent for a natural person. The usual alternative is to leave the annuity individually owned and name the trust as BENEFICIARY, which keeps the deferral and still routes the money into the trust at death. An IRA-funded annuity (including a RetireEase Choice QLAC) is a retirement account and cannot be owned by a trust at all — it passes by beneficiary designation only. Consult a tax professional before retitling an annuity.

MassMutual's Life Insurance Claims (Life Hub) can be reached by phone at 1-800-272-2216, email at lifefax@MassMutual.com, and fax at 1-866-329-4527 for questions throughout the claims process.

Multiple MassMutual policies may mean multiple claims. Some account types can be processed together, but others require their own documentation. Check with the Life Insurance Claims (Life Hub) to confirm what applies.

SimplyTrustSimplyTrust Editorial·

Sources

Data sourced from MassMutual primary sources (15 pages reviewed). How we research.

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