ManhattanLife Customer Service — Complete Professional Guide

Overview and what to expect

ManhattanLife (founded 1850) is a legacy provider of life, supplemental health, Medicare supplement and annuity products. Customer service for an insurer like ManhattanLife is structured around four primary objectives: rapid policy servicing, clear billing and payment channels, efficient claims handling, and formal dispute resolution. Expect interactions to require policy identifiers, beneficiary details, and proof documents for claims; being prepared shortens resolution time from days to hours.

This guide focuses on measurable, practical details — response timelines, document checklists, escalation steps and communication templates — so you can navigate the ManhattanLife customer-service experience with confidence. For policy-specific phone numbers, office addresses and secure policy access, always reference your policy documents or the company web portal at https://www.manhattanlife.com.

Primary contact channels and hours

ManhattanLife maintains a multi-channel customer service approach: a secure online policyholder portal, an automated phone system for routine inquiries and agent/broker channels for product changes. Typical business hours for insurer customer service teams are Monday–Friday, 8:30 a.m.–5:00 p.m. Eastern Time; outside those hours use the secure portal or email for non-urgent tasks. Use the portal to view bills, download statements, print ID cards and submit many routine requests without waiting for phone support.

When you call or log in, have these items ready: 1) your full policy number (commonly 7–12 characters), 2) name exactly as on the policy, 3) date of birth, and 4) the last four digits of the insured’s Social Security number. Providing these reduces verification friction and typically shortens initial handling time to 24–72 business hours for basic requests such as address or payment method changes.

Claims process: step-by-step for life and supplemental claims

Claims are the most document-heavy interaction. For a life insurance claim ManhattanLife will require a certified death certificate, the completed claim form signed by the beneficiary, the original policy number and government-issued ID for the claimant. For hospital, accident or supplemental claims you will usually need the itemized hospital bill, treating physician statements (with ICD‑10 codes), and claim forms specifying dates of service. Submit documents via the claims upload feature in the portal or by the carrier-designated secure email/fax channels listed on the company site.

Typical timelines: initial claim acknowledgement within 7 calendar days; a request for any missing documentation within 14–30 days; and a final adjudication or explanation of continuing investigation within 30–90 days depending on complexity. If the claim includes an accelerated death benefit, some carriers can advance funds within 10–14 business days when eligibility is clear. Ask early about direct deposit (electronic funds transfer) to reduce payment delays once a claim is approved.

Keep organized copies: label and date each document you submit, track submission method (portal upload, email, fax) and log the name/ID of the representative who received it. This audit trail is valuable in the event you need to escalate or request an internal claims review.

Payments, billing, reinstatement and policy changes

Premium payments can normally be made monthly, quarterly, semi-annually or annually. ManhattanLife and similar carriers typically offer payment by ACH (bank draft), credit/debit card, check and recurring EFT. A standard grace period for individual life and accident policies is 30 days from the premium due date — confirm your specific policy for the exact grace period and late-fee schedule. If a policy lapses, the usual reinstatement window is within 3–5 years with proof of insurability and payment of back premiums plus interest, but precise terms vary by contract.

For beneficiary updates, ownership changes or conversions (e.g., term-to-permanent conversions), submit a signed form and any required supporting documents. Business or trust-owned policies often require additional documentation (trust certification, corporate resolution). Expect underwriting or administrative fees for some endorsements; common fee ranges in the industry are $25–$100 for administrative endorsements, though exact fees are specified in your policy schedule.

Resolving issues and escalation

If you encounter delayed responses, claim denials or unexplained billing, follow a structured escalation path: 1) frontline customer service (phone/portal), 2) claims or underwriting case manager, 3) supervisor or manager review, and 4) formal appeal or internal dispute resolution. Save all correspondence and record call dates, representative names and reference numbers. A well-documented timeline accelerates internal reviews and external regulatory complaints if necessary.

If internal escalation does not resolve the issue, you can contact your state insurance department for assistance (the National Association of Insurance Commissioners website at naic.org lists state regulators). For legal disputes, note that most policies include an arbitration or litigation clause and strict statute-of-limitations windows; consult a lawyer experienced in insurance matters if adverse action is time-sensitive.

Essential documents for claims (compact checklist)

• Certified death certificate (for life claims) or itemized hospital bills (for health/accident claims).
• Completed carrier claim form signed by claimant and/or attending physician (dates and ICD‑10 codes included).
• Policy document or policy number, government ID for claimant, and the beneficiary’s bank routing & account number for EFT.
• Any police, coroner or incident reports if death/accident involves external investigation; authorization to obtain medical records if needed.
• Proof of insurability for reinstatement requests: recent medical exam or attending physician statement and payment history.

Escalation steps with timelines (practical)

• Day 0–3: Submit claim via portal. Expect automated acknowledgement. If no acknowledgement in 3 business days, call to confirm receipt.
• Day 7–14: If carrier requests documentation, provide within 7 days to avoid delays. Log submission confirmation.
• Day 30–90: If no decision or unsatisfactory decision, request supervisor review, then file a formal written appeal within the timespan specified in the denial letter (commonly 60–180 days).
• Post-appeal: If appeal denied, contact your state insurance regulator within 30–180 days (timing varies by state) and consider legal counsel if monetary stakes warrant it.

Practical preparedness reduces friction: keep photocopies, use certified mail or the portal for upload receipts, and request estimated timeframes from the representative on each call. For quick reference, bookmark https://www.manhattanlife.com and keep your policy number accessible — that single item is the key to faster service.

What kind of insurance is ManhattanLife?

We have assembled a full range of insurance and annuity products to support every phase of life, from mortgage insurance for your home and accident insurance for you and your family to Medicare Supplement options and annuities for your retirement years.

Is ManhattanLife a good health insurance company?

Financial Strength Ratings
There are four major rating agencies in the United States: AM Best, Fitch Ratings, Moody’s and S&P Global. At this time, ManhattanLife is only rated by AM Best. It receives a B+++ (Good) rating with a stable outlook. The highest AM Best rating is A++ (Superior).

How to pay ManhattanLife insurance?

You can pay them directly on this website. Or pay on doxo with credit card, debit card, Apple Pay or bank account. How can I contact ManhattanLife Assurance Company of America about my bill? Questions about your bill should be directed to your biller by phone 800-669-9030.

What is the new name for ManhattanLife?

ManhattanLife Assurance Company of America has formally changed its name to ManhattanLife Insurance and Annuity Company. The change is effective immediately in most states. The new company name will appear on all of our correspondence, digital platforms, systems, and marketing collateral.

What is the phone number for ManhattanLife claims?

If you have any questions regarding claim submissions or to verify benefits, please contact Customer Service at 1-855-448-6982.

How to check for unclaimed life insurance?

Check the State Controller’s Office Life Insurance Settlement Property Search engine or call them at 800-992-4647.