VALIC Customer Care: How to Reach Support, What to Expect, and How to Get Results

Who VALIC Is Today (AIG Retirement Services) and Why It Matters

VALIC stands for The Variable Annuity Life Insurance Company, a longtime provider to K–12, higher education, healthcare, and public sector retirement plans, especially 403(b), 457(b), and 401(a) programs. In 2020, VALIC’s retirement businesses were rebranded as AIG Retirement Services. You will still see “VALIC” on contracts and prospectuses, while websites and contact centers typically reference AIG Retirement Services. This dual branding can affect how forms are labeled and which web portals you should use.

Understanding the branding helps you navigate support faster: retirement plan participants and annuity contract owners now access most account services through AIG Retirement Services channels. When you call or log in, have your plan name (e.g., 403(b) or 457(b)), employer, and contract or account number ready so customer care can locate the right record on the first attempt.

How to Contact VALIC/AIG Retirement Services Customer Care

For participant and contract-owner service, the primary phone line historically associated with VALIC is 1-800-448-2542. Use the number shown on your most recent statement or on the official website to ensure you hit the correct queue for your plan type. You can find current links and phone prompts under “Support” at the AIG Retirement Services site. If you have an assigned financial professional, their direct phone and email usually appear on your quarterly statement and within the secure portal after you log in.

When calling, you’ll typically be asked to verify your identity using your full name, last 4 digits of your SSN, date of birth, and mailing ZIP code. For online support, expect multifactor authentication (MFA) via text, voice call, or authenticator app, and security questions on first-time devices. Always confirm you are on an HTTPS site before entering credentials.

Key Contacts and Links

• General participant/customer service: 1-800-448-2542 (check your statement for the plan-specific line and hours)
• Website (AIG Retirement Services): https://www.aig.com/retirement-services
• Participant account access (via AIG Retirement Services site): select “Log in” and choose Participant/Individual
• DOL Employee Benefits Security Administration (ERISA issues): 1-866-444-3272; https://www.dol.gov/agencies/ebsa
• FINRA BrokerCheck (advisor lookups): https://brokercheck.finra.org
• State Department of Insurance (carrier complaints; domiciliary state is TX): Texas TDI Consumer Help Line 1-800-252-3439; https://www.tdi.texas.gov

What Customer Care Can Do for You (Common Requests)

Customer care handles balance inquiries, beneficiary updates, investment option changes, fund transfers, address/phone/email updates, and online access troubleshooting. For changes that impact ownership or beneficiary structure, expect a signed form and, in some cases, a Medallion Signature Guarantee (MSG). Notaries are sometimes accepted, but many custodians require MSG on higher-risk requests, especially for large distributions or ownership changes.

Distribution-related requests include rollovers, direct transfers, loans (if your plan allows them), hardship withdrawals, qualified domestic relations orders (QDRO) processing, and required minimum distributions (RMDs). Plan rules vary by employer; customer care will confirm plan-specific provisions and any waiting periods or employer approvals required before funds can be released.

Timelines, Fees, and What to Expect Operationally

Processing times depend on the transaction and whether your employer or third-party administrator (TPA) must approve. As a practical guide, routine beneficiary or contact updates are often reflected within 1–3 business days after receipt of complete instructions. Fund transfers within the same contract typically execute same-day if placed before the market close (4:00 p.m. ET) on business days, subject to any trading restrictions in the prospectus.

For money-out requests, plan for 3–5 business days after all approvals and paperwork are in good order, plus mail time if receiving a check. ACH deposits can speed delivery by 1–3 days versus paper checks. Some plans assess transaction fees for overnight delivery, loan origination, or additional statements; ask customer care to quote any fees before you proceed, and get the fee quote documented in your case notes.

Rollovers, Transfers, and Tax Rules You’ll Be Asked About

Customer care can walk you through direct trustee-to-trustee transfers (no withholding) and eligible rollovers to IRAs or new employer plans. If you request an eligible distribution payable to you rather than a direct rollover, federal law typically requires 20% mandatory withholding on the taxable portion from qualified plans. If you later roll those funds over yourself, IRS rules generally allow a 60-day window, but you must replace the withheld amount to avoid tax on that portion.

For 2024, IRS elective deferral limits for 403(b) and 401(k) plans are $23,000, with an additional $7,500 catch-up for those age 50+. Many 457(b) governmental plans offer a special catch-up in the final 3 years before normal retirement age, allowing up to the lesser of twice the annual limit or unused deferrals from prior years; you cannot use both age-50 catch-up and the special 457 catch-up simultaneously. Customer care can confirm which catch-up options your plan permits and what documentation is required.

Loans, Hardships, and Distributions

If your plan allows loans, customer care will verify the maximum available based on IRS rules (generally the lesser of 50% of vested balance or $50,000, reduced by outstanding loan balances over the past 12 months). You’ll be quoted an interest rate and any origination or maintenance fees. Expect a repayment schedule via payroll deduction if you’re an active employee; separated participants often cannot initiate new loans.

Hardship or unforeseeable emergency withdrawals require proof. Documentation standards are strict and vary by plan and by the type of expense (e.g., medical bills or eviction notices). Customer care will provide the correct forms and a checklist. Incomplete submissions are the most common cause of delays; submit legible copies, retain originals, and ask for confirmation that your documents are “in good order.”

Required Minimum Distributions (RMDs) and Retirement Income

Under SECURE 2.0, the RMD age increased to 73 for those reaching age 72 after 2022; it is scheduled to rise to 75 in 2033. Customer care can calculate your current-year RMD across accounts held with them and set up systematic payments. If you have multiple 403(b) contracts, RMDs can usually be aggregated and taken from one 403(b) contract; 401(a)/401(k) and 457(b) RMDs generally must be satisfied separately.

If you’re considering annuitization or setting up systematic withdrawals, ask customer care to provide payout illustrations showing guaranteed income options, period certain choices, and any surrender charges or market value adjustments (if applicable). Request the current prospectus and the product’s Schedule of Fees and Charges before making changes to ensure you understand ongoing costs.

Online Access, Cybersecurity, and Document Handling

Create your online account through the AIG Retirement Services portal and enable MFA. Use a unique, long passphrase and monitor your contact info so alerts go to the right phone and email. Review login history if available, and immediately report any suspicious activity. Customer care can lock your account temporarily while you reset credentials.

Many requests can be completed via secure e-signature. When paper forms are required, confirm whether a Medallion Signature Guarantee is needed. MSG is different from a notary and is typically available at banks or credit unions where you have an account. Never email full SSNs or account numbers in plain text; use the secure upload feature or fax number provided in your form packet.

Escalation Paths and How to Resolve Problems

If a request is delayed, call customer care with your case number and ask for a “status check and expectations.” Request a supervisor callback if the timeline has passed. Keep a written log with dates, names, and promises made. If employer or TPA approval is pending, ask for the exact date the request was sent to them and the contact method so you can follow up.

For unresolved issues involving plan administration or ERISA rights, the U.S. Department of Labor EBSA can help at 1-866-444-3272. For concerns specific to variable annuities or securities recommendations, check your representative on FINRA BrokerCheck and file a complaint with the appropriate regulator if needed. Insurance policy complaints tied to the issuing carrier can also be filed with your state’s Department of Insurance (for Texas consumers: 1-800-252-3439).

What to Have Ready Before You Call

• Account/contract number, employer name, and plan type (403(b), 457(b), 401(a), IRA)
• Government ID details for verification (last 4 of SSN, date of birth, mailing ZIP)
• Banking info for ACH (routing and account numbers) if setting up deposits
• Beneficiary names, dates of birth, SSNs (if updating), and allocation percentages
• For rollovers/transfers: receiving institution name, account type, and any required form or letter of acceptance
• Tax considerations: whether you want withholding on distributions and your current year RMD status

Practical Tips to Get the Most from Customer Care

Call from a quiet line and ask the representative to read back key details (spelling of names, addresses, bank numbers). Before ending the call, request a case or confirmation number and the expected completion date. If forms are required, ask for secure upload instructions and have the rep verify the specific signature standard (e-sign, notary, or Medallion Signature Guarantee).

Finally, review your quarterly statements for accuracy, confirm beneficiaries after major life events, and schedule an annual check-in with your financial professional. For 2024 contribution limits ($23,000 deferral; $7,500 catch-up for age 50+), consider automatic escalation features if your plan offers them. Customer care can activate or adjust these settings so you stay on track without repeated calls.

Is VALIC the same as AIG?

Corebridge Financial (formerly AIG/VALIC) financial services.

How do I contact Corebridge customer care?

800.448.2542
If you have a question about your account or the account access features, you may speak directly with one of our Client Care Professionals. Our Client Care Center is available at 800.448. 2542, Monday through Friday: 7:00 a.m. to 8:00 p.m. Central Time.

Is VALIC now Aig?

VALIC Rebrands to AIG Retirement Services. HOUSTON –(BUSINESS WIRE)–Mar. 20, 2019– VALIC, a leading retirement plan provider for healthcare, K-12, higher education, government, religious, charitable and other not-for-profit organizations, will now be known as AIG Retirement Services.

How do I contact VALIC retirement services?

If you’ve already enrolled in your selected plan and have a confirmation number, please click here or call us toll free at 1.800. 448.2542 (1.800. 248.2542 TDD Services for the Hearing Impaired) 7:00 a.m. until 8:00 pm (CT) Monday through Friday.