HHCS Agent Guide_0224

ManhattanLife Lighthouse Series Home Health Care Select

Agent Guide For Agent use only

Underwritten by: ManhattanLife Insurance and Annuity Company & Standard Life and Casualty Insurance Company

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Agent Guide | Home Health Care Select

Thank You from ManhattanLife! First of all, thank you for taking the time to read our Home Health Care Select Agent Guide! We realize that you have many carrier and product options to choose from and we sincerely thank you for choosing ManhattanLife! Who We Are Who is ManhattanLife? Since 1850, we’ve defined our brand with our commitment to standing by policyholders and producers with diligence and compassion. For over 170 years we’ve been a private and closely held company by choice. And as an independent, we have always been free to make decisions that align with our values and core mission — helping policyholders attain and sustain health, wealth and security throughout their lives. We demonstrate this commitment by striving to honor claims and pay benefits with professionalism and care. For our producers, we are a reliable and independent partner. We stay agile and open minded about customizing products or innovating new policies to meet our policyholders’ evolving needs. With a national footprint and licenses to sell in every state and U.S. territory, we are everywhere you want us to be. The Company’s longevity as staying independent in the marketplace is remarkable considering the robust merger and acquisition activity the industry has experienced in modern times. To put its staying power in context, the current average age of S&P 500 Index companies is less than 20 years old. By contrast, operating successfully for over 170 years as an independent is a testimony to ManhattanLife’s enduring history and an indicator of the reliability of our future. The Purpose The purpose of this Agent Guide is to provide insights into the benefits available with Home Health Care Select. In addition, this agent guide should provide direction on topics such as state availability, submitting applications, underwriting process, application fees & rates, preventing processing delays and much more.

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Agent Guide | Home Health Care Select

Table of Contents Why Home Health Care Select...........................................................4 Plan Description & Highlights.............................................................4 Plan Description & Highlights Chart...................................................5 Riders. ................................................................................................6 Purchasing New Policies....................................................................7 Reinstatement....................................................................................7 Conditions on Eligibility......................................................................7 Ineligible Persons...............................................................................7 Withdrawn Applications.....................................................................7 Benefit Changes.................................................................................8 Product Availability Map.....................................................................8 Marketing Materials and Forms Usage...............................................8 Submitting Paper Applications...........................................................9 Easy Upload Feature..........................................................................9 Required Forms..................................................................................9 Applications & Forms.........................................................................10 Submitting New Business...................................................................10 Application Instructions.....................................................................11 Effective Dates...................................................................................16 Rates...................................................................................................16 Underwriting.......................................................................................16 Premium Payments............................................................................17 Required Application Information......................................................18 Top Reasons for Application Delays...................................................18 Bank Draft Authorization Form...........................................................19 Policy Issue Guidelines.......................................................................20 Situations Requiring a New Application.............................................20 Application Status..............................................................................20 Declined Appeals................................................................................21 Application Status Codes...................................................................21 Application Assistance.......................................................................21 Amendments/Endorsements.............................................................22 Withdrawn Policies.............................................................................22 Contact Us..........................................................................................23 ManhattanLife Marketing Department...............................................23 Fax Numbers......................................................................................23

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Agent Guide | Home Health Care Select

Why Home Health Care Select? Health. Value. Peace Of Mind. If possible, wouldn’t your client rather recuperate from an injury or chronic illness in the comfort of their own home? A sudden illness, injury, or debilitating chronic condition can happen to any individual at any age. ManhattanLife’s Home Health Care Select Insurance is an affordable solution that provides both the flexibility and financial support insureds need to recover at home, surrounded by those they love. These plans can also minimize financial stress, allowing individuals to focus on their own personal recovery. Plan Description & Highlights The Home Health Care Select Insurance policy is designed for beneficiaries that would prefer to seek and receive care in the comfort of their own home versus entering a nursing home. Benefits under this policy are payable regardless of any other coverage your client may have, including Medicare. Home Health Care Select Insurance is available with three different levels of coverage: Classic, Premier and Deluxe. Optional Riders are also available with additional coverage options. (Please see the Policy and/or Outline of Coverage for specific benefits and state- specific details.) General benefit highlights for Classic, Premier and Deluxe are listed in the chart on the next page. • Home Health Care Benefit: Payment up to the daily maximum benefit, subject to eligibility conditions, for approved services provided in the home from an Approved Home Health Care Practitioner. • Home Health Care Aide Benefit: Daily benefit, subject to eligibility conditions, for each day you require Home Health Care Aide services in your home. Maximum benefit period of 60 days. • Prescription Drug Benefit: Prescription benefit for both generic and brand scripts limited to the maximum benefit amount per policy year. • The Maximum Benefit Period for Home Health Care and Aide benefits will be restored if benefits have not been paid or required for 180 consecutive days.

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Agent Guide | Home Health Care Select

Plan Description & Highlights Chart Highlights - Home Health Care Select Insurance Home Health Care Benefit CLASSIC PREMIER DELUXE Daily Maximum Aggregate Benefit $150 $300 $450 Maximum Benefit Period 365 days* Home Health Care Services Daily Benefit Amount Nursing Care $75 $150 $200 Physical Therapy $75 $150 $200 Speech Pathology $75 $150 $200 Occupational Therapy $75 $150 $200 Chemotherapy Specialist Services $60 $120 $200 Enterostomal Therapy $50 $100 $200 Respiration Therapy $50 $100 $200 Medical Social Services $100 $200 $300 Home Health Care Aide Benefit Daily Benefit $40 $80 $120 Maximum Benefit Period 60 days Prescription Drug Benefit Maximum Aggregate Benefit per Policy Year $300 $600 $600 Per-Prescription Benefit, Generic Drugs $10 $10 $10 Pre-Prescription Benefit, Brand-Name Drugs $25 $25 $25 * KY, TX, and PA subject to a maximum benefit period of 364 days

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Agent Guide | Home Health Care Select

Riders Routine Annual Physical Examination Benefit Rider³ • One benefit per year for a Routine Annual Physical Examination, subject to a 12-month Waiting Period. Accidental Death & Dismemberment Benefit Rider³ • Benefits for accidental death or an accidental bodily injury resulting in the loss of finger, toe, hand, arm, foot, leg, or sight. To be covered, death or dismemberment must occur within 90 days of the covered accident and while this policy and rider are in force. • Lifetime maximum is $10,000. Home Medical Equipment Benefit Rider³ • Benefits paid when you need Home Medical Equipment prescribed by your Physician while receiving Home Health Care Select Services and/or Home Health Care Aide benefits. • Lifetime maximum is $500. Ambulance Benefit Rider³ • Benefits paid for transportation in an Ambulance for Emergency Care, including transportation from one medical facility to another when health care services are provided during the trip. • Lifetime maximum is $2,500. Accident Expense Benefit Rider³ • Benefits for dislocations, fractures, or knee ligament tears when treated by a health care practitioner in a Hospital Emergency Room, Urgent Care Facility, or Physician’s office within 48 hours of the Covered Accident.

Benefit $150

Accidental Death $10,000 Max. Dismemberment Benefit

Sight, both eyes Sight, one eye

$5,000 $2,500 $5,000 $2,500

Hand/arm/foot/leg (multi) Hand/arm/foot/leg (single)

Finger or toe (multiple) Finger or toe (single)

$500 $250

Benefit $200 per trip Per each one-way trip 4 trips per year Benefit $100 per piece Home Medical Equipment Limited to Mobility assistance Transfer aids Bathroom safety Home accommodations Personal medical equipment

Max Amount per Accident Option 1 Option 2 $1,250 $2,500 Max. Dismemberment Benefit

Option 1 Option 2 Fracture, hip or skull $1,250 $2,500 Dislocation Hip $1,000 $2,000 Tear, knee ligament or meniscus $500 $1,000 Dislocation Knee $500 $1,000 Fracture, all other $250 $500

3 See the Rider and/or Outline of Coverage for state-specific details.

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Agent Guide | Home Health Care Select

Purchasing New Policies Applicants who were prior policyholders that either canceled their policy or allowed it to lapse are not able to purchase a new Home Health Care Select Insurance policy unless the person has had no Home Health Care Insurance coverage with ManhattanLife for 6 or more months. After this period with no coverage, the applicant would then have to submit a new application, request their desired plan option(s), and pass to underwriting. Reinstatement A Home Health Care Select Insurance policy can be reinstated up to 90 days after it has lapsed. Once a policy has lapsed more than 90 days, the individual must go 6 or more months without coverage with ManhattanLife. After this period with no coverage, the applicant would then have to submit a new application, request their desired plan option(s), and pass underwriting. Conditions on Eligibility Applicant must be between the ages of 45 - 89 as of the effective date. The applicant must be a resident of a state where the product is filed and approved. Ineligible Persons Ineligible persons include: • Anyone currently living in a nursing home or assisted living facility. • Anyone currently receiving home health care or similar-type benefits. • Anyone physically unable to perform routine activities such as bathing, dressing, eating,

toileting, or transferring to or from a bed or chair. • Anyone who is incarcerated in a penal institution. • Anyone currently in a psychiatric facility.

Withdrawn Applications Applications will be withdrawn for the following reasons: • The applicant does not recall filling out the application. • The application was taken by an agent who was not licensed and appointed at the time of solicitation in the state of solicitation, or the state in which the applicant resides.

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Agent Guide | Home Health Care Select

Benefit Changes Request to change the Home Health Care (Classic, Premier, or Deluxe) plan will be processed as an internal replacement. An Internal replacement is processed as a new policy and will require a newly completed application with full underwriting. For internal replacements, we will use the same underwriting criteria; however, we will also use our claims database to assist in determining the risk of an applicant. The writing agent will not receive full commissions on internal replacement policies. Request to remove benefit riders can be done at any time. All requests must be submitted to our office in writing. Once a benefit has been removed, a new application is required to re-enroll. All benefit changes are subject to policy provisions and changes in premium amounts. For more information, please contact our Customer Service Department or your insurance agent. Product Availability Map

Scan this QR Code to view the Product Availability Map Click on this QR Code to view the Product Availability Map

Marketing Materials and Forms Usage Home Health Care Select availability and forms vary by state. If there are any questions on plan availability or forms by state, contact us at 1-888-441-0770. Obtaining Marketing Materials and Forms Approved materials and forms are posted to the agent portal for download. To order paper copies of materials and forms, please contact your upline or call 1-888-441-0770. You can Advertising and marketing materials must be approved by each state Department of Insurance prior to use by agents. Agents are not allowed to create their own marketing materials, or modify approved ManhattanLife marketing materials. This includes, but is not limited to, letters, business cards, announcements, flyers, videos, posters, newspaper ads, etc. An agent must disclose any information relating to unauthorized use of marketing materials to ManhattanLife. Agents who wish to modify marketing materials must first obtain approval through Sales and Marketing. also reach out to our ACES team at aces@manhattanlife.com Creation and Alteration of Advertising/Marketing Pieces

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Agent Guide | Home Health Care Select

Submitting Paper Applications As stated above, we always suggest submitting applications through ManhattanDirect 2.0, as we have found processing times are generally quicker. We do, however, understand there may be times when this simply isn’t possible. In the event a paper application has to be submitted, the agent needs to complete the application with the applicant actively engaged throughout the process. The agent can either be at the same physical location as the applicant/owner, or the application can be processed over the phone. Regardless of how the application process takes place, both the applicant/owner and the agent must physically sign the document. Therefore, if the application is completed over the phone, the agent must fax or send the application to the applicant/owner to obtain their signature before submitting it to ManhattanLife for processing. Below are options for getting paper applications to ManhattanLife for processing. Instructions provided below. Easy Upload Feature The Easy Upload tool can be used to upload applications rather than mailing or faxing them. Please note currently Easy Upload will only accept PDF files. Therefore, the application must be scanned and converted to a PDF to be attached. There are step-by-step instructions located in the “Help” section found to the left of the Easy Upload area within the Agent Resource Center. It should be noted that in order to submit via Easy Upload, you must be logged into our ManhattanDirect 2.0 system. The Easy Upload feature can be found on the home page of the Agent Resource Center(ARC) and was created to enable the submission of paper applications, rather than mailing or faxing

them. The Easy Upload feature can be found at the following URL: https://producer.manhattanlife.com/life/account/login.aspx?AsAgent Required Forms Completed Application (pages 1-5)

Whether completing a paper application, or utilizing ManhattanDirect 2.0, please remember only current state-approved applications may be used when applying for coverage. If there is a question as to what application is available, please call our Marketing Department to confirm the correct application form number. Sales & Marketing Hotline: 1-888-441-0770. Email: aces@manhattanlife.com A copy of the completed application will be attached to the policy, becoming part of the contract.

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Agent Guide | Home Health Care Select

Applications & Forms Application for Home Health Care Select Insurance

Completion instructions for the application included in this Agent Guide. Pages 1-7 must be completed in its entirety. A copy of the completed application will be made by ManhattanLife and attached to the policy to make it part of the contract. Often referred to as the “Prescription Drug Claim Form”. Used by a policyholder to make a claim against the policy for prescription drug benefits. Often referred to as the “Home Health Care Claim Form”. Used by a policyholder to make a claim against the policy for Home Health Care and home health care aide benefits. Often referred to as the “Physician Certification Claim Form”. Used by a physician to certify that a policyholder can no longer complete Activities of Daily Living and is eligible for Home Health Care and/or Home Health Care Aide services.

Prescription Drug Claim Form

HHC Standard Benefits Claim Form

Physician’s Home Health Certification

Submitting New Business Prior to submitting applications: • Review application for completeness and accuracy. • Verify correct premium amount. • Collect bank draft authorization information and signature(s) as applicable. • Any corrections must be initialed/dated by the applicant/owner. Do not use white-out.

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Agent Guide | Home Health Care Select

Application Instructions

APPLICATION INFORMATION (A) • Application can be used for 1 or 2 applicants. • Fill out all information fully and correctly. ADDRESS • Applicant’s resident state must match the materials being used. • “Mailing Address” is

optional. It should only be used if the applicant wants to receive info somewhere other than their resident address.

• E-mail address is preferred but optional.

PLAN SELECTION • Select policy choice of “Classic”, “Premier” or “Deluxe”. • Use Rate Chart and

conversion factors to calculate initial premium based on mode selected.

OPTIONAL RIDERS • Use Rate Chart and

conversion factors to calculate initial premium based on mode selected.

Please note: Many states have their own unique application for Home Health Care Select Insurance. Please make sure you are completing the correct state application based on the resident state of your client.

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Agent Guide | Home Health Care Select

Application Instructions Continued

APPLICATION INFORMATION (B) • Application can be used for 1 or 2 applicants. • Fill out all information fully and correctly. ADDRESS • Applicant’s resident state must match the materials being used. • “Mailing Address” is

optional. It should only be used if the applicant wants to receive info somewhere other than their resident address.

• E-mail address is preferred but optional.

PLAN SELECTION • Select policy choice of “Classic”, “Premier” or “Deluxe”. • Use Rate Chart and

conversion factors to calculate initial premium based on mode selected.

OPTIONAL RIDERS • Use Rate Chart and

conversion factors to calculate initial premium based on mode selected.

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Agent Guide | Home Health Care Select

Application Instructions Continued

AGREEMENTS, AUTHORIZATIONS & SIGNATURES • Read and review everything carefully in this section. AGENT SIGNATURE(S) • Fill out all information fully and correctly. Sign and date as appropriate.

Agent Signature(s): Fill out all information fully and correctly. Sign and date as appropriate.

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Agent Guide | Home Health Care Select

Application Instructions Continued

APPLICANT SIGNATURES • Fill out all information fully and correctly. Sign and date as appropriate. • If someone other than

the applicant signs, Power of Attorney paperwork must be provided.

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Application Instructions Continued

BANK DRAFT AUTHORIZATION • Fill out all information fully and correctly. Sign and date as appropriate. • The Bank Routing/ ABA # is always 9 digits long. • If two applicants apply and one bank draft form is completed, this bank account will be used for both policyholders.

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Agent Guide | Home Health Care Select

Effective Dates The policy effective date and the bank draft date must match for a policy to be issued. If the requested effective date is left blank, the bank draft date will become the policy effective date. We will honor requests for effective dates starting from the date the application was signed up to 6 months in the future. Insurance policies may not be effective on the 29th, 30th, or 31st of the month. Applications written on these days will be made effective on the 1st of the following month. Additionally, the policy effective date cannot be prior to the applicant’s signature date. Once an application is processed and accepted, the policy is scheduled to draft on the requested effective date. Rates Home Health Care Select rates vary by state and by age. Consult the rate schedule for each state for specific details. • Age Used To Determine Rates: When a quote is prepared in the system, the rate is based on the applicant’s age as of the application submission date. If the policy is then issued, this will be the rate paid by the policyholder until the next rate increase. • Effective Date For Rate Increases: When a client moves from one age band to another (e.g., 65 to 69 moving to 70 to 74), the rate increase will take place on the policyholder’s next policy anniversary month after moving into the higher age band. • Rate Increase Notification Process: Rate increase letters are sent to policyholders when they move up to the next higher rate band and are subject to a rate increase on their next policy anniversary month. Depending on state requirements, this correspondence will be sent to the insured 30-60 days prior to the new rate’s effective date. Underwriting The goal of ManhattanLife and group of companies is to issue insurance policies as quickly and efficiently as possible, while ensuring proper evaluation of each risk. To accomplish this goal, writing agents may be contacted via email to advise him/her of any problem(s) with an application. Complete applications will be reviewed and processed within 48-72 hours. It is very important to ensure the entire application is filled out completely, including all health questions. This greatly helps reduce processing timeframes. If you (agent) or insured are unsure about past medical conditions, impairments, or terminology, please provide any additional comments that could provide additional insight to our underwriters. Telephone Interviews There may be instances when a telephone interview is necessary to verify information within the application. In the event we are unable to complete a phone interview, additional medical records may be required. * Any deviations from the application and information gathered during a Phone Interview could result in processing delays. Please be aware that agents and/or an agent’s representative may not be present or on the line while a phone interview is being conducted.

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Agent Guide | Home Health Care Select

Premium Payments ManhattanLife allows the following payment methods:

Direct bill* Annual Semiannual Quarterly

Bank Draft Annual Semiannual Quarterly *Monthly

*Monthly payments are only an option for automatic bank draft.

The applicant may select any day for the renewal premiums to be drafted excluding the 29th, 30th, or 31st of the month.

Automatic Bank Draft Options: Option 1: Pay initial and renewal premiums by bank draft

A completed Bank Draft Authorization form must accompany the application. The Bank Draft Authorization form must be filled out in its entirety. If the information provided is incomplete or unclear, ManhattanLife will require proof of the routing number and account number from the financial institution. Option 2: Pay initial premium by paper check and renewal premiums by bank draft The initial premium is due at the time the application is submitted for processing – no exceptions. A completed Bank Draft Authorization form must accompany the application. The Bank Draft Authorization form must be filled out in its entirety. If the information provided is incomplete or unclear, ManhattanLife will require proof of the routing number and account number from the financial institution. If submitting via fax and you (the agent) have collected a premium check, please mail the check along with a copy of the first page of the application to one of the addresses provided in the “Contacting Us” section. NOTE: If the initial EFT is returned non-sufficient funds (NSF), a second attempt will be made on the 5th business day after we are notified by the Bank. If the second attempt is unsuccessful, payment will be called due, the policy will transition to quarterly direct bill mode, and the initial premium will be required to activate the coverage. If the initial premium is drafted successfully and any renewal premiums are returned NSF, a second attempt will be made on the 5th business day after we are notified by the Bank. If the second attempt is unsuccessful, payment will be called due, and the policy will transition to quarterly direct bill mode.

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Agent Guide | Home Health Care Select

Required Application Information Whenever possible we highly recommend utilizing our ManhattanDirect 2.0 enrollment platform, as paper submissions often have undue delays. If an application is submitted with incomplete, unclear, or missing information critical to the risk evaluation process, a new application may be required, or an amendment to the application will be issued. Critical information includes, but is not limited to: • Complete residential address • Date of birth • Social Security Number • Plan selection • Correct Premium • Bank draft date/Policy effective date • Eligibility questions • Applicant’s signature • Agent’s signature • Agent Number Top Reasons for Application Delays • Post-dated check submitted with application (Please remember, we do not accept postdated checks). • Temporary check submitted with application. Checks should be pre-printed from the insured’s financial institution, or verification on official bank letterhead. • The application is received at the administrative office more than 30 days from the signature date, or if the signature date is in the future. • Pending Agent Appointment. ManhattanLife practices “Just in Time” appointments and processing of applications. What does this mean? This means that we will not run a background check and solidify appointments until your 1st piece of business is submitted. This could result in a 24-48 hr delay for this initial deal, so please keep that in mind. • Deposit slip submitted in the place of a voided check. • Signature stamps are not allowed on applications. Please ensure a physical signature is captured. • Premium check from any third-party payor that has no immediate family OR business relationship to the applicant. • If the amount quoted on the application is less than the modal premium we calculate, we will contact the agent to verify that it is acceptable to process the bank draft for the amount that we have calculated. We will amend the modal premium. • Provide all medication information and history. • Information listed on application does not align with Personal Health Interview (PHI).

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Agent Guide | Home Health Care Select

Bank Draft Authorization Form If client’s elects to pay premiums via bank draft, please ensure the bank draft authorization form is submitted along with the application.

Please check the box beside the name of your insurance company.

q ManhattanLife Insurance and Annuity Company

q Manhattan Life

q Family Life

q Standard Life and Casualty Company q Western United

AUTHORIZATION TO HONOR DEBITS DRAWN BY COMPANY REFERENCED ABOVE To: ____________________________________________________ (Print Name and Address of Financial Institution where Account is maintained) As a convenience to me, I hereby request and authorize you to pay and charge to my account debits drawn on my account by and payable to the order of – the company referenced above - provided there are sufficient collected funds in said account to pay the same upon presentation. This authorization will remain in effect until revoked by me in writing, and until you actually receive such notice I agree that you shall be fully protected in honoring any such debit. This arrangement shall terminate immediately upon the closing of my account with you or upon receipt by you of notice of my bankruptcy. I agree that your treatment of and rights in respect to each such debit shall be the same as if it were signed by me. I further agree that if any such debit be dishonored, whether with or without cause and whether intentionally or inadvertently, you shall be under no liability whatsoever, even though such dishonor results in the forfeiture of insurance. Account Title: ________________________________________ Account Number: ______________________________________ ABA Routing Number: ___________________________________ Date of Withdrawal: ______________________________________ (Cannot select the 29 th , 30 th , or 31 st ) Account Type :  Checking  Savings Policy Number: __________________________________________ Signature(s) X X

INDEMNIFICATION AGREEMENT

To: Financial Institution named on this form. In consideration of your compliance with the request and authorization of the depositor: THE COMPANY REFERENCED ABOVE AGREES THAT: 1. It will indemnify and hold you harmless from any liability to any person having an account with you arising out of the payment by you of any debit drawn by the company referenced above to its own order in the account of such person, or from any liability to any such person or to any owner or beneficiary of any policy issued by the company referenced above in respect of which such a debit is drawn by the company referenced above, provided there are sufficient funds in such account to pay the same upon presentation, whether or not such claim or liability asserted against you be based upon the forfeiture, or alleged forfeiture of a policy the premiums on which is sought to be collected by the company referenced above by such debit; and, 2. It will refund to you any amount erroneously paid by you to the company referenced above on such debit if claim for the amount of such erroneous payment is made by you within twelve months from the date of the debit on which such erroneous payment was made.

President

PAYMENT OPTION AUTHORIZATION SIGNATURE(S) For individuals wishing to have their monthly premiums collected via electronic ACH, please ensure correct routing and direct deposit account information is listed. ACH information can be found on the bottom of the insureds check.

PLEASE ATTACH A VOIDED CHECK Return the completed form to: P.O. Box 925688 Houston, Texas 77292-5688

Comments:

BKDFT 0509

The Bank Draft authorization form can be found at: ManhattanLIfe.com > File A Claim > Individual and Worksite > Health & Accident

**Make sure Signature on the Bank Draft Authorization matches the signature card at the bank.**

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Agent Guide | Home Health Care Select

Policy Issue Guidelines The policy issued is specific to the state of residence. The applicant’s state of residence controls the application, forms, premium, and policy issued. If an applicant has more than one residence, the state where the federal income taxes are filed should be considered the state of residence. Multiple Policies An individual can only have one ManhattanLife, or Standard Life and Casualty, Home Health Care Select Insurance policy in place at any given time. Replacements A replacement takes place when an applicant wishes to exchange an existing ManhattanLife Home Health Care Select policy for either another MAC, Western United Life, Family Life, ManhattanLife Insurance and Annuity, or Standard Life and Casualty Home Health Care Select policy of lesser or greater value, or a policy with an external company. Internal and external replacements are processed in the same manner, and both require a newly completed application with full underwriting. An applicant that wishes to be reconsidered for the spousal discount will be handled as an internal replacement. For internal replacements, we will use the same underwriting criteria. However, we will also use our claims database to assist in determining the risk of an applicant. Situations Requiring a New Application A new application is required if white-out or liquid paper has been used on the application, or a change was made to the application and not initialed by the applicant. If the incorrect state-approved application was submitted. Only the most recent state-approved application will be accepted. If the status of the available application is in question, please call Sales & Marketing to confirm the application form number. Application Status For your convenience, you may access https://producer.manhattanlife.com/life/account/ login.aspx?AsAgent at any time to verify the processing status of a submitted application.

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Declined Appeals If the applicant wishes to appeal his/her declined application, a written request must be submitted by the applicant to the Underwriting Manager within 60 days of the decision. If more than 60 days have passed since the decline, the applicant will be required to submit a new application and a telephone interview will be completed. All appeals require medical records pertaining to the condition for which the applicant was declined. It is the responsibility of the applicant to obtain his/her medical records, as ManhattanLife does not make such requests. Medical records must be submitted to the Underwriting Department directly from the physician’s office and will not be accepted if submitted by the applicant or agent. Please note that ManhattanLife does not reimburse any fees associated with obtaining medical records or other supporting documentation pertaining to the requested appeal. The written request and medical records may be faxed to 1-713-583-2738 and directed to the attention of the Home Health Care Select Underwriting Manager. The request and records may also be mailed to the physical address or post office box on page 37 of this Guide. Application Status Codes • Data Entry: In the process of being keyed into the computer system • Pending Agent Appointment: Application processed, but pending agent appointment • Pending PHI: Pending telephone interview with applicant • Withdrawn: Application closed due to insufficient information or documentation • Declined: Not eligible for coverage Application Assistance If you have any questions about the application or about how to answer any of the questions on the application, please call Standard Life and Casualty at 1-800-672-4535 or email: aces@manhattanlife.com

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Amendments/Endorsements An Amendment and/or Endorsement to the application will be generated for the following reasons: • Any question left blank or answered incorrectly (as determined by a telephone interview). • An error or unclear answer for the plan selection and/or underwriting risk classification. • An error or unclear answer for the date of birth, sex, and/or address. • An error or unclear answer for the modal premium. Withdrawn Policies Applicants who wish to withdraw an issued policy can return the insurance policy indicating they do not wish to keep the insurance policy or may be in the form of a signed letter or other signed written statement. An applicant with a withdrawn insurance policy should be encouraged to return the insurance policy. To receive a full refund of premium, the request to not take the insurance policy must either be post- marked (if sent via mail) or received by the Company (if faxed) within the 30-day free look window. A full refund of the premium for withdrawn insurance policies will be processed 21-days after the date the check was deposited (to ensure the check has cleared the bank). If the applicant requests the refund prior to that, the applicant’s financial institution will be contacted to verify the check has cleared. The refund check and a letter confirming the insurance policy was withdrawn will be mailed to the applicant. A copy of the letter will also be mailed to the writing agent. **Any commissions paid to the writing agent(s) will be reversed.

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ManhattanLife Companies 10777 Northwest Freeway Houston, TX 77092 or P.O. Box 925568 Houston, TX 77292

Toll-free number: 1-800-672-4535 Option 1: Direct dial extension Option 2: Contact Information Option 3: Commissions Option 4: Application status Option 5: Customer Service: Policyholder Services, Billing & Premiums. Option 6: Marketing Option 7: Provider benefits, eligibility, and claims status Option 8: Personal health interviews Option 9: Underwriting Website: www.manhattanlife.com

ManhattanLife Marketing Department Call 1-888-441-0770 for Marketing Support, Agent Licensing, Agent Portal Assistance or Supplies. Marketing Support and Agent Licensing Fax: 1-713-821-6512 Marketing Support and Agent Licensing Email: aces@manhattanlife.com For direct access to the Agent Resource Center portal: https://producer.manhattanlife.com Fax Numbers: New Business/Customer Service/Underwriting Fax: 1-713-583-2738 When providing additional information that has been requested, please include the application number. Claims Fax number: 1-713-583-0677 To ensure quick processing, please include the policy number on any claims inquiries.

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Underwritten by: ManhattanLife Insurance and Annuity Company 10777 Northwest Freeway, Houston, TX 77092 Standard Life and Casualty Insurance Company PO Box 510690; Salt Lake City, UT 84151-0690

Thank you again for taking the time to learn about our Home Health Care Select product. 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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