Track a Claim

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    Navigating your loss

    If you’re seeing this, you may have recently lost a loved one who purchased an annuity from MassMutual Ascend Life Insurance Company. During this difficult time, you have our deepest sympathies. Rest assured, we are here to help you with the claims process every step of the way. Below are several resources you may find helpful while navigating this process.

    What to expect from the claims process

    Once we have received all required forms and documents, most claims are processed within 5-10 business days. It’s important to note a claim cannot be processed until all beneficiaries complete and return the required forms and documents. Forms and documents can be returned by standard or overnight mail, fax, or electronically. Please note, if a certified death certificate is required, an original version MUST be sent via mail (faxed and electronic versions will not be accepted). More information can be found in the FAQs below.

    The amount of time between when a claim is submitted and when a claim is processed can vary depending on the state, the number of beneficiaries and a number of other factors. Within the claims process there are three statuses; Claim pending, Documents received and under review, and Claim processed.

    • Claim pending – In this status, the claim has been initiated and there are outstanding requirements. The table below will reflect which requirements are missing.
    • Documents received and under review – In this status, some or all required forms and documents have been received from the beneficiary or beneficiaries. Our claims team is reviewing your submissions to confirm which requirements have been completed and which (if any) are still outstanding. The table below will reflect any remaining requirements. Once all requirements are successfully submitted by the beneficiary or beneficiaries, the claim will be processed.
    • Claim processed – In this status, the claim process has been completed. No table is shown, as all outstanding requirements have been received.

    Your claim status as of 04/27/2025:

    View any outstanding requirements in the table below.


    Date Sent Beneficiary Outstanding Form/Document Name
    *Fulfilled requirements are not included in the table above.

    The beneficiary access code entered is not valid. Please re-enter your code or contact customer service at 800-854-3649.



    Claims FAQs

     

    To help make claim reporting fast and efficient, please be ready to share the following with us: (1) a MassMutual Ascend policy number or the deceased's social security number, (2) the deceased's information (first and last name, date of death) and (3) your contact information (address, phone number and email).

     

    Once we receive all required forms and documents, most claims are processed within 5-10 business days. We will notify you by mail or email if additional information is needed to process your claim. It’s important to note a claim cannot be processed until all beneficiaries complete and return the required forms and documents.

     

    Please use one of the following methods to return your forms and documents:


    • Standard Mail
      MassMutual Ascend
      Attn: Claims Department
      PO Box 5420
      Cincinnati, Ohio 45201-5420

    • Overnight Mail
      MassMutual Ascend
      Attn: Claims Department
      191 Rosa Parks Street
      Cincinnati, Ohio 45202

    • Securely upload forms and documents here.

    • Fax documents to 513-412-5122

      

    Our Claims Team is here to help. You can reach us at 800-854-3649, Monday - Friday, 8 a.m. - 5 p.m., ET.

    Contact us

    Have questions about our claims process? Our Claims Team is here to help. You can reach us at 800-854-3649, Monday – Friday, 8 a.m. – 5 p.m., ET.

    Contact us
    Additional Resources
    Trust and Estates Checklist
    Helpful information for cases where the claimant is a Trust or Estate.
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