Midland National Customer Service — Comprehensive Guide for Policyholders and Agents

Company overview and primary contact channels

Midland National Life Insurance Company, part of Sammons Financial Group, has been writing individual life and annuity business for well over a century (historically established in the early 1900s). The company is headquartered in Sioux Falls, South Dakota, and maintains a centralized customer-service infrastructure to support policy servicing, claims, new business underwriting and distribution support. For the most current corporate contact details, forms and secure portals, the official site is midlandnational.com and parent-group information is on sammonsfinancialgroup.com.

Policyholders and producers should use the contact information printed on their policy contract or correspondence for fastest service; general inquiries can be initiated through the website’s Contact/Support pages or the secure online account access area. Midland National structures its service around three channels: telephone support for time-sensitive items, secure electronic portals for document exchange and payments, and written requests for formal changes or appeals. Each channel is routed to specialized teams (billing, policy changes, claims, underwriting, and producer relations) to reduce transfer times and improve resolution speed.

How to reach customer service efficiently

When calling Midland National, bring these three pieces of data to expedite service: the policy or contract number, the primary insured/annuitant’s full name and date of birth, and a government ID number for identity verification. Typical verification and routing consume 2–7 minutes; complex issues (underwriting exceptions, contested claims) may require escalation. If your issue is non-urgent, use the secure message center available via online account to attach scanned documents; electronic attachments reduce processing time versus mailed copies.

Business hours for telephone-based operations commonly align with standard Central Time workdays. If you cannot resolve a matter during the initial call, request the case or reference number and the name and title of the representative. For agents and brokers, ask for the producer support or wholesaler contact to get underwriting intake and illustration approvals prioritized. Always confirm any time-sensitive deadlines (premium due dates, contestability window, proof deadlines) in writing.

Policy servicing: premium payments, changes, and documentation

Premium payments can generally be made by ACH/automatic draft, credit/debit card (where allowed), check via mail and online bill-pay through the secure account. Electronic payments post faster—allow 1–3 business days for ACH to settle, and 3–7 business days for mailed checks to be processed. Most life and annuity contracts have a contractual grace period (commonly 30–31 days) for missed premiums; verify the exact term in your policy. To change billing methods or bank account details, expect identity verification plus a 1–2 billing-cycle lead time for ACH enrollments to become effective.

Common policy servicing requests include beneficiary changes, ownership transfers, paid-up reductions, policy loans and withdrawal requests for annuities. Each change requires a standard set of documentation: the signed request form (original signature), current policy number, and current identification. For ownership or beneficiary changes that involve trusts or corporate entities, certified trust documents or corporate resolutions are typically required. Ask the representative which exact document versions (fillable PDF vs. notarized original) are acceptable.

Claims and beneficiary procedures

Filing a life insurance claim: the typical initial packet request includes the original policy (if available), an official death certificate (certified copy), the beneficiary’s claim form, the beneficiary’s Social Security number (for tax reporting), and a signed release or distribution election form. After receipt of a complete claim package, carriers commonly issue an acknowledgment within 1–5 business days and aim to adjudicate standard cases within 30–60 calendar days. Incomplete submissions are the most common reason for delay—pre-submission checklists materially reduce turnaround time.

• Essential claim documents: certified death certificate, policy number, beneficiary claim form, beneficiary ID and SSN, assignment/endorsement documentation (if applicable), physician records for accelerated death benefits or contestable-cause review.
• Distribution options: lump-sum, retained asset account, fixed-period or fixed-annuity settlement options—ask for a written illustration of net proceeds and tax implications. Note: life insurance proceeds are generally income-tax-free to beneficiaries, but specific settlement earnings and ancillary payments may have tax reporting consequences.

For accelerated benefits, terminal illness or chronic condition riders, expect additional medical documentation and physician certification. If the claim is time-sensitive (e.g., funeral payment), request an expedited review and provide documentation of immediate need; companies often have procedures to advance funds for verified final expenses on a provisional basis.

Agent and advisor support: producer services and new business

Agents should register for the producer portal to submit illustrations, illustration suitability forms, electronic applications and commission statements. New business submission packages commonly require signed application pages, electronic or original producer statements, initial premium (where required), and any required suitability or replacement forms. Underwriting response times vary by product and risk class; expect 24–72 hours for simplified-issue products, and 2–8 weeks for fully underwritten cases depending on medical requirements and APS retrievals.

Commissions, licensing and appointment issues are managed through the producer services team. Keep copies of appointment letters, commission schedules and state license renewals; discrepancies are resolved faster when you can cite the commission statement date and check number. For complex case design—split-dollar, corporate-owned policies, or COLI—engage Midland National wholesaler or home office case design early to get written confirmation of treatment and compliance requirements.

Escalations, complaints and regulatory recourse

If an issue is unresolved, escalate to a supervisor within the department first; if unsatisfied, request formal review by Midland National’s internal complaint or dispute resolution unit. Document dates, representative names, reference numbers and the exact remedy requested. Companies typically respond to formal complaints within a specified timeframe (often 15–45 days depending on jurisdiction and complexity).

If internal escalation fails, policyholders and producers may file a complaint with their state insurance regulator. The National Association of Insurance Commissioners (NAIC) consumer page at naic.org provides links to each state’s insurance department where you can submit a complaint and view market conduct results. Keep all correspondence and a timeline of communications—regulatory investigations rely on traceable documentation.

Practical tips and a concise checklist for fast resolution

• Always have the policy/contract number and insured’s DOB ready before contacting service; this reduces verification time by minutes.
• Use the secure online portal for attachments—digital uploads typically shorten processing by 30–70% versus mailed originals.
• For claims: submit a certified death certificate and completed beneficiary form together; avoid piecemeal submissions to minimize back-and-forth.
• For premium issues: enroll in ACH for fastest processing and set reminders 3–5 days before due date to prevent unintended lapses.
• For producers: use the producer portal and get pre-issue underwriting guidelines in writing for nonstandard cases to avoid later rework.
• Document every interaction: date/time, representative name, reference number and a one-line summary of what was agreed.

For the most reliable and current phone numbers, mailing addresses, and portal links, consult midlandnational.com or the contact information printed on your policy documents. If you represent a brokerage or large case, contact your designated wholesaler or the Midland National case design team early in the process to ensure timelines and documentation expectations are clearly aligned.

How do I get my money out of an annuity?

4 ways to get out of an annuity

1. Pay the surrender charge. Most annuity companies allow you to cash out, or surrender, the contract for its current value, or withdraw a portion of the accumulated funds before income payments begin.
2. Withdraw options.
3. 1035 exchange.
4. Sell a portion of your payments.

Can I withdraw my money from National Life Group?

Yes you can. You may have access to policy cash value through either a withdrawal or as a loan from the insurance company using the policy as collateral.

What is the Midland National Class Action Lawsuit?

Hagens Berman Sobol Shapiro filed a class-action lawsuit against Midland National Life Insurance Company, claiming the company engaged in a scheme to reap profits by exploiting and preying on senior citizens.

How do I contact Midland National annuity?

Annuity claim forms
If you have questions on your available options, please call us toll-free at 800-733-2524.

Who owns Midland National insurance?

Midland National, a member company of Sammons Financial Group, is employee owned and committed to our customers, distribution partners, employees and communities – and the deeply rooted belief that we grow stronger together.

Is Midland National a good annuity company?

Financial strength and stability is also reflected in our consistently high ratings. With Midland National, you aren’t just buying a life insurance or an annuity product, you’re buying a commitment to you and your family. Third-party rating agencies consistently recognize Midland National with A+ ratings.