ManhattanLife New Agent Onboarding Packet For Agent use only
ONP-BR 0723
TABLE OF CONTENTS Welcome Letter...............................................................1 ManhattanLife Agent Contact Sheet................................2 Important Agent Resource Center (ARC) Features............4 How to Order Supplies....................................................7 Premium Billing Information............................................9 EFT Premium Examples.................................................10 Underwriting Cheat Sheet.............................................11 Comission Statements..................................................12 Important QR Codes.....................................................13 Stay Connected with Us................................................14
Hello & Welcome to the ManhattanLife Family! Thank you for placing your confidence in ManhattanLife for your business needs. We are pleased that you have chosen to work with us, and we will make every effort to earn your trust and ongoing business. For easy reference and to assist you in making the most of our services, we have created the ManhattanLife New Agent Onboarding Packet. This packet was created as a resource for new and returning agents. Within this document, you will find contact information for the Sales & Marketing Team as well as operations. We will be your points of contact here at ManhattanLife and look forward to a long fruitful relationship!
We assist with: • Product Availability Updates • Training • Marketing Collaboration • Escalation Management • Production Reporting • And much more!
We look forward to a longstanding relationship helping to serve your client’s needs. We will always do our best to understand and evaluate your unique situation. Thank You!
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ManhattanLife Agent Contact Sheet Basic Information
Individual: Individual@ManhattanLife.com (For Individual Policies outside AFC & DVH) AFC Unit: AFCservice@ManhattanLife.com (For All Affordable Choice Questions/Issues) AFC Underwriting: AFCUnderwriting@ManhattanLife.com (For Affordable Choice, Out-of-Pocket, CHAS, Cancer Care Plus, Cancer First Occurrence, Critical Protection, and Blue Ribbon Series Underwriting Questions) DVH: CSDVH@ManhattanLife.com (DVH Customer Service) DVH Pending Info: DVHPendingInfo@manhattanlife.com (DVH Changes on PENDING Apps) DVH Policy Holder: PHS-DVHMEDSUP@manhattanlife.com DVH Premium: MSDVHPrem@ManhattanLife.com Life Insurance Underwriting: DomesticLife@ManhattanLife.com (Life Insurance Underwriting Questions)
Individual Policies
Cancer Claims: CancerClaims@ManhattanLife.com Policy Print: PolicyPrintRequest@ManhattanLife.com Billing Email: Premium@ManhattanLife.com (For Individual Billing)
Worksite: Worksite@ManhattanLife.com (For Existing Group Policies) Worksite New Business: WKNewBusiness@ManhattanLife.com (For Pending Group Apps) Worksite Premium: WorksitePremium@ManhattanLife.com (For Worksite Billing) Medicare Supplement Customer Service: CSMedSupp@ManhattanLife.com Medicare Supplement Policyholder Services: MSPolicyholderServices@ ManhattanLife.com (For Existing M/S Policies) Medicare Supplement Premium: MSDVHPrem@ManhattanLife.com
Worksite Policies
Medicare Supplement Policies
Worksite: 800-879-6542 Individual Health: 800-999-2971 AFC Unit: 800-877-7792
Telephone Numbers
AFC Unit: 713-821-6518 Worksite/Individual Apps: 713-481-8216 Worksite Claims: 713-583-0677 Worksite/Individual Policyholder/Billing: 713-481-2689
Fax Numbers
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ManhattanLife Agent Contact Sheet Continued Sales Support & Contracting Eric Hall Agency Relationship Manager Direct Number: 713-683-7770 Email: EricHall@ManhattanLife.com
Joshua Johnson Agency Relationship Manager Riley Rizzo Customer Acquisition Coordinator
Direct Number: 713-821-6524
Email: JoshuaJohnson@ManhattanLife.com
Direct Number: 713-821-6405
Email: RileyRizzo@ManhattanLife.com
Agent Resources
Mandi Doucet Email: MandiDoucet@ManhattanLife.com Yoselin Gallardo Email: YoselinGallardo@ManhattanLife.com Agent Licensing
Commission Inquiries
Phone: 888-441-0770
Email: MarketingMail@ManhattanLife.com
All Other Agent Services
Phone: 800-369-3600
Email: Aces@ManhattanLife.com
Sales & Marketing Website
New Agent Resource Website
Contracting and Licensing 1-888-441-0770 Aces@ManhattanLife.com Office Hours Monday - Thursday 8:00am to 5:00pm Friday 8:00am to 2:00pm Central Time www.manhattanlife.com
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Agent Resource Center Key Features At ManhattanLife, we have designed an online portal that is the ultimate resource for our agents called The Agent Resource Center (ARC). This portal is where agents can manage their business, access policyholder details, and locate product collateral and training. You can access or register for ARC by navigating to https://producer.manhattanlife.com *Please be aware that once you receive your agent number, you will need to wait 24 hours before you can set up your portal. Important Key Points to Remember: • Here at ManhattanLife, we operate under “Just in Time” Contracting. This means that when an agent’s contract has been entered, they will see their status as PENDING. Their status will convert to ACTIVE status when their piece of business is submitted. The applications are still being processed by Underwriting during this time. Once everything has been completed, you should see an update in the Agent Resource Center (ARC). • Normally, there is a 24-Hour Business Day delay from when a policy is submitted, until it is viewable on the Agent Resource Center (ARC). If an application is submitted on the weekend, it won’t appear until the next Business Day • When quoting in ManhattanDirect 2.0, if a product does not appear in your product list, there’s a possibility that the prospective insured does not meet the age requirements for the product, or the product is not available in that state. • If you have an insured signing up for multiple products, it is recommended to push out the effective date on all the products. This will give the Underwriting Department time to process the products and help ensure the same billing date (five to seven days is recommended).
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ARC Key Features Continued Agent Policy List: The Agent Policy List is where agents can see the policies they have submitted. Note, there is about a 24-hour delay from when the policy is submitted in 2.0 to it showing up in ARC.
To get further details on the policy; like a copy of the policy print or ID card, select the policy from the policy list. The ID card would be underneath the owner’s information, and the policy print would be in the correspondence tab.
Morin , Vilda Owner:
5/1/2023 Issued Date:
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ARC Key Features Continued Product Collateral:
We offer our agents a couple of ways to access product specific materials. They can order physical copies through our agent tools tab, or get online pdf downloads through our download tab. From the “Downloads” drop down menu, you can select the Product Downloads tab where you can access the pdf versions of product specific details like the brochure, agent guide, and paper application. You can access products by using the map to get state specific or select the by product tab to view all available products ManhattanLife offers.
Product Availability Grid: We provided a chart showing all the products within the ManhattanLife Portfolio and the states available for sale.
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How to Order Supplies Once logged into the producers/agent portal, select the Agent Tools drop down and the Order Supplies tab should appear.
Select order supplies again.
Verify personal information then select continue.
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How to Order Supplies Continued Select the state of the marketing material you are looking to request.
Add the quantity you would like to receive in the aligned product box. Click Add to Cart to put order into checkout basket. Select View cart to proceed to checkout.
The cart should have all the products you requested with the accurate quantity displayed. Select “Submit Order” if everything is correct to process and officially place order.
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Premium Billing Information There are two options when payments are submitted for insureds, Electronic Fund Transfer (EFT)
or Direct Bill (Paper Bill). We do not accept: • Post-Dated Checks • Credit Cards • Personal Checks from an Agent/Agency
• Partial Payments • C.O.D Applications
Bank Drafts – EFT can be monthly, quarterly, semi-annual, or annual. If you’re completing the Electronic App (E-app), you will need to validate the routing number and provide the full account number. This is where the insured can choose the designated withdrawal date. Dates must be between the 1st and the 28th.
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EFT Premium Examples During the application process for ManhattanLife individuals can specify a preferred Effective Date and Premium Draft Date (if Electronic Funds Transfer is elected). Depending on what is chosen, it may have an impact on the timing of EFT withdrawal and policy status codes on the ManhattanLife Agent Resource Center (ARC). We highly recommend choosing a later Effective Date to grant the Underwriting Department time to process the application(s). Please review the Premium Examples below: Example 1: An application is taken on Saturday afternoon, April 1, 2023. The applicant chooses Monthly EFT payments but did not specify an Effective Date. In this example ManhattanLife will use the Policy Release/Approval date as the Effective Date. The first monthly premium draft will be drafted once the application has been approved or on the selected draft date if a future date. Example 2: An application is taken on Saturday afternoon, April 1, 2023, requesting Monthly EFT payments be withdrawn on the 20th of each month. No Effective Date was specified. In this example, the policy’s Effective Date will be the Policy Release/Approval date. The policy will appear in ARC with the status noted as “Active, Approved Pending Premium.” The first monthly premium draft will be drafted on Thursday, April 20. Example 3: An application is taken on Saturday, April 1st requesting an Effective Date of April 15th. Monthly EFT payments are requested, with the premium withdrawal date of the 15th of each month. In this example, the policy’s Effective Date is Saturday, April 15. The first monthly premium draft will be drafted on Saturday, April 15. Example 4: An application is taken on Saturday, April 1st requesting an Effective Date of April 15th. Monthly EFT payments are requested, with the premium withdrawal date of the 25th of each month. In this example, the policy’s Effective Date is Saturday, April 15. The policy will appear in ARC with the status noted as “Active, Approved Pending Premium.” The first monthly premium draft will be drafted on Tuesday, April 25. Impact on Claims: Between the Effective Date and the first premium draft, if the insured had some health event that would trigger a claim - the claim would be covered in each of the above 4 examples. Example 4 would differ only in the fact that the claim dollar would be held until the premium had been collected. Example 5: An application is taken on Saturday, April 1st requesting an Effective Date of April 15th. Monthly EFT payments are requested, with the premium withdrawal date of the 1st of each month. In this example, the policy’s Effective Date is Saturday, April 15th and the initial premium draft will occur immediately upon approval. All subsequent drafts will take place on the 1st of the month as requested. **WE DO NOT PRORATE OUR POLICY PREMIUMS**
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Commission Statements https://producer.manhattanlife.com/Life
How to find a Commission Statement: • Log in with your username and password.
• Click on the Commissions option on the left-hand side of the screen. You should see a dollar bill icon and/or the word Commissions. Select Commissions again from the drop-down selection. • You will see two blue buttons on the right side of the screen – Transactions and Statement. Click on Statement. Be sure you are viewing as the correct agent number and have the correct company selected. • Select the date of the statement you are wanting to view. • You will see three icons on the right side of the screen – Summary PDF file, Detail Excel file, and Detail PDF file. Click on the Detail PDF file located to the furthest right on the screen • Open the file. How to find an Advance Statement: • Log in with your username and password • Click on the Downloads option on the left-hand side of the screen. You will see a download icon and/or the word Downloads. • Click on Generated Reports from the drop down menu • Click on Agent EFT Advance Report you are wanting to view (Advance Reports will stay on the website for 90 days) As earned commissions payment: • EFTs cycles are on the 15th and last business day of the month (28th-31st). This means as premiums are posted a commission is generated and paid out either on the 15th or end-of-month statement depending on the premium posted date. We require a minimum of $25 in commissions for an EFT to be issued, if it is less than $25 then the commission will get rolled over to the next statement until $25 is met for deposit. • Checks are only printed on the last business day of the month, and we require a $100 minimum for a check to be printed. Advanced commissions payment: • EFTs cycles run every day. Advance for the policy payout when the policy is in force and the first premium is posted. (Example: policy is active 1/1/22 first premium draft date is1/15/22, the advance would pay out on 1/16/22) • Medicare Supplement advances payout upon approval. • Checks are printed every Thursday and require policy to be in force and the first premium to be posted.
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Important QR Codes
ManhattanLife Training Showcase Can’t make it to our Live Webinars, don’t worry we’ve got you covered! Scan the QR Code to gain access to our Recorded Product Training Showcase. Password: mltraining Resource One Resource One is a mobile-friendly online portal where you can find various tools to help you succeed when you need it, you need it! Easy access to the following: • Brochures • Applications
• Social Media Collateral • Training Calendar • FAQ’s
• Training Videos • Product Video
Policy Holder Portal The Policyholder Portal was created to grant policyholders access to their policies. The portal allows policyholders to submit claims, manage their contracts/policies, and get new ID cards. We’ve provided a tutorial document that gives instructions on how to register for the portal and key benefits. Please feel free to click/scan the QR Code provided below.
ManhattanDirect 2.0 User Guide Need some assistance with ManhattanDirect 2.0? We’ve put together an user guide for reference.
Mini-Product Videos Please find some mini-product videos highlighting our products and their main benefits!
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Thank you again for taking the time to read our onboarding packet. Should you have any additional questions or need more clarity, please do not hesitate to reach out to Sales & Marketing directly at: 888-441-0770 or marketingmail@manhattanlife.com
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