Business Profile

Life Insurance

Manhattan Life Group, Inc.

Complaints

This profile includes complaints for Manhattan Life Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

52 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to go on the private market place for insurance I went to call Dr. **** the provided list of Manhattan life called to confirm my coverage for the appointment got told they can cover UP TO 60% of he bill asked for clarification the lady ran in circles because I asked so that means there's a chance they may cover 20 to 60% if they decide wanted clarification she argued with me for an hour asked to cancel the policy right then on like January 3rd got reassured that's not the case by her supervisor they cover the full 60% and I would have prescription coverage I did not they would cover a dime of my 5 prescriptions once again called to cancel got transferred to ******* who screamed at me when I said no no I don't want to hear it I've had enough run around from this company in a matter of a week basically got yelled at so much told I'm broke etc that I shut down due to my PTSD said fine he sent me more insurance info when going to pick up a prescription once again got rejected for any coverage called again to cancel got more run around and begged the people to not transfer me to ******* once again got transferred to him screamed at some more and shut down again hung up called again on the 29th with a back bone especially after my doctor told me they never filled a claim with ****** lied about on the 22nd saying there was an active claim on January 29th I got on recording from the billing department and then the claims department there was no active claims or bills meaning I was entitled to a full refund got transferred a whole bunch told on the 10th it would be directly deposited into my account I have attached that email which I never got it's been 13 business days I was told 7 to 10 called today and now I'm being told a check was to be here between 10 to 14 days even with the email attached you forfeit the 25 dollar application fee no matter what but I still have yet to receive the 232 and the email is attached
Business Response
Date: 03/26/2025
************, thank you for reaching out regarding your concerns. We take all customer feedback seriously and strive to provide the best service possible. We understand your concerns regarding coverage details,claim processing, and policy cancellation. Please note that we sent you a letter on March 7, 2025, addressing your concerns in detail. If you have any further questions or need additional clarification, we encourage you to refer to that letter.
If there is anything else we can do to assist you, please feel free to reach out to our customer service team.
Initial Complaint
Date:01/10/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As a master's prepared Registered Nurse, I have paid biweekly faithfully, through my paycheck deductions since 2013, when my disability insurance was owned by ******. I filed a claim in 2019 to have my hip replacement surgery. I had no delays whatsoever. Their forms were simple, & they paid promptly. ML then bought them out. I still paid ML faithfully. I just had my other hip replaced Sept 6, 2024, & it was my first time making a claim with ML. It was a nightmare & continue to be to this day. I submitted the same form 10 times, with 10 different people telling 10 different stories each time. I submitted my forms via Manhattan's portal, email & even sent directly to the **** via her email. I asked to speak with their supervisor. That was a ploy too. Their system does not allow you to see the forms you submitted or provide a confirmation. Why? So, their **** can say what they told me; "We have not received your claim, resubmit it", "We received your claim, & as far as I can tell, it is complete", "We received your claim, but it is not complete, resubmit your claim, because whoever told you it was complete, did not know what they are looking at." "You will receive a letter in the mail in 7 to 10 days with forms to complete & mail back." "We do not assigned claims to our claim's adjusters. They sit until a claims adjuster finished the claims they are working on." I spoke to a Kathy, ******** ***** and last to a supervisor ******* ******* on 12/16/24. He assured that my claim would be processed by Friday 12/20/24. I called today to confirm my claim was processed; I find ML is CLOSED until 12/30/24. Every dollar I paid was on time & was not a forgery. Why then should I get in exchanged for my money continued delays in payment and counterfeit customer service? They make every excuse to pay me. They are now asking my doctor to verify my employer cannot accommodate me. Although, I submitted my employer's letter verifying I am on leave because they cannot accommodate me.
Business Response
Date: 02/12/2025
Please find the response to the consumer complaint attached to this correspondence.
Initial Complaint
Date:01/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sold a health insurance policy through this company under the guise that it was a BCBS plan through the federal marketplace. “The same insurance you had before”, is what I was told. And then I was charged $399.99 for it. Once I realized the scam and misinformation I canceled the policy and was told I would receive a mailed check for my reimbursement of the amount drafted out of my account since I canceled the policy prior to the start date. After not receiving the refund via mail I called again and was told that I would not be receiving my refund at all. This is theft. When asked if I could speak to a supervisor or their legal department I was told they didn’t have one. Which is obviously a lie as well. I will be contacting a lawyer about this issue if it can not be resolved by the company.
Business Response
Date: 02/13/2025
I am writing in response to the above referenced inquiry sent to us on January 6, 2025, regarding Ms. ********** cancellation and refund request. On December 7, 2024, confirmation of membership cancellation was e-mailed to Ms. ********. A refund in the amount of $399.99 was issued to her on February 10, 2025.
Initial Complaint
Date:01/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was advised ****** by ***resentative for federal goverment through manhattan life that my policy was not going to cover my knee surgery and being off. I therefore did not file a claim. I found out I had this coverage and was eligable and filed a claim *******. The claim was denied. I subsequently called the manhattan life company 3 times. I was never advised until ****** to file an appeal. I had sent numerous messages to marketing and staff members whos names I can provide with no response. I did place follow up emails and again no response. It was not until jan 2025 that I called back again and was told to file appeal which I did. I believe this company purposely delayed me. They did not tell me truthful facts and did not provide a throughough explanation when I called back to ask about the denial. I believe they are taught to delay people so that they do not have to pay money out. I was denied a claim for 30 days because I logged on the comp to work from home . this was less then the 27 hrs they consider pt or ft. I was medicallly disabled and not cleared to return to work. I was told by the *** I was not covered. Would I have recieved truthful information I would have had a claim filed and approved. This companys *** failed me when I called the customer service they failed me when I emailed 3 x not one person responded back to me I believe they have prectices in place to delay and prevent care and payment to those who qualify
Business Response
Date: 02/17/2025
Please see attached.
Initial Complaint
Date:12/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reached out to the company after telling them. I was told to cancel my allotment, and that I thought my insurance was cancel with this company. When I spoke with a gentleman the last time I called he told me they had never sent me out a letter but in October to tell me my policy will be canceled. But back on May 6, 2024 I was sent a letter saying I didnt have insurance with your company because the agent that I went through was not licensed. So please tell me how my policy lumps when the hold time I didnt knew I had insurance with your company thats crazy. I want my money back because I was told I didnt have insurance and I have attached that letter. You all was still taking money from me this hold time when I thought my policy was canceled from the letter you send me in the mail. So which is it have insurance or I dont? I dont like the games this company plays at all so just refund my money. Because in black in white you told me I didnt have insurance and you all should have been refunded my money for a policy that I didnt have
Business Response
Date: 02/17/2025
Please see attached.
Customer Answer
Date: 02/19/2025
Better Business Bureau:
This business sent me a letter saying that the agent who signed me up didnt have rights to sign me up. After I got that letter I never heard anything from your company saying I had any type of insurance with your company. You all are frauds and stealing hard earned peoples money. I want my money back, because you all sent me that letter saying I needed to get another agent and I never did. So explain to me how I got insurance when I never got another agent? If I have to seek legal advice I would. And it would be for more. Now Im trying to go about things the right way, and you all just kept taking money from me when you all told me by mail I didnt have any insurance. Im a single mom I dont have money to just be giving it away things are out here.
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 03/03/2025
Please see attached.
Initial Complaint
Date:09/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Short term disability policy I paid for diligently for over 5 years. Company refused to payout when I did become medically disabled and then needlessly strung me along with the promise of forfilling my policy only to be denied multiple times, even on appeal. Deceitful and dismissive during a medical emergency leaving me without insurance or any income for months. HORRIBLE SERVICE
Business Response
Date: 10/08/2024
Please find the response attached.
Initial Complaint
Date:09/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am self employed so I had to purchase commercial. The Sales *** did their job, essentially making me think it was a good health plan for my basic preventative needs. Come to find out, after paying a lot on premiums, they covered NOTHING as I still had to pay out of pocket for ****** and am now stuck with high medical bills, on the back end.
Business Response
Date: 09/24/2024
Please find the response attached.
Initial Complaint
Date:09/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/15/2024, 9/4/2024 and I 9/5/2024, I faxed 22 pages to Manhattan Life Ins: *************. These faxes contained ManhattanLife's request for ******** Payments, via a "Remittance Report" for ****************** 5/1/2024, 5/8/2024, 5/15/2024, 5/23/2024 and 6/5/2024. ALL three fax Transmittals had "SUCCESS", though ManhattanLife had still not received any of them. I was told by on 9/4/2024 by Manhattan Representative, *****, that their Electronic FAX Computer had not been working from 8/9/2024 thru 8/16/2024, which explained why my Fax sent on 8/15/2024, though returned to me as a "SUCCESS", was not evident. It does not explain why their Electronic Fax Computer is still not picking up my FAXES sent 9/4/2024 and 9/5/2024,which also indicated "SUCCESS". I was told by Representative, *********, this AM (9/5/2024) to "REFAX" again. I then asked to speak with a Supervisor, and was told she will "try" and call back today. Insisting on an exact date and time, ********* stated that her Supervisor will call me on 9/6/2024 at 9am PST. The issue of being aware in August ***** of a FAX problem and NOT correcting it, is NOT acceptable, as ManhattanLife Ins handles various Insurance issues with Premiums, Policies and Financial Distributions.
Business Response
Date: 09/23/2024
Please find the response attached.

Thank you,
******* *****
Customer Answer
Date: 10/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:08/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company told me I couldn't file a claim for 14 days in order to get paid my surgery was July 23rd I filed the claim 14 days later the company then failed to inform me that because it was a new policy that they had to request information from my physicians before a payout even though those dr ***** perform my procedure i gave them a list of my physicians they then requested information from a ** I have never had and never heard of and they told me I had to wait for them to send a letter back stating they don't know me or I can send a letter to them in writing stating I don't know the ** I asked where would they even get that information if my ** nor my self put him on my paper work and that they had all of the information they needed to contact the correct **'s I was told until they get that information I won't get a payout for my short term disability I go back to work Sept 19th and still haven't received a payment and they won't allow you to talk to the claims department I would like my claims payout of $3920 which I was told I would get after 14 days from there ***
Business Response
Date: 09/11/2024
Please find the response to the consumer complaint attached.
Thank you,
******* *****
Customer Answer
Date: 09/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I had bariatric surgery November 16th,2022 and December 16th,2022 the appt in 2023 was a routine follow up which happens after you a revision surgery so it was not a pre existing condition and I will have my physician to inform them of that and my attorney also stated it has been well over a yr since I had that surgery with no complications so again it was not pre existing

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 09/19/2024
Please find the follow up response attached to this correspondence.
Customer Answer
Date: 09/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I was informed by my lawyer that this is not a pre existing condition due to it was well over a year from my surgery with no complications I had this weight loss surgery in 2016 and a revision in November of 2022 with no complications at this point the only thing I want back is my money that was taken out from my payroll due you guys are wrong about the definition of pre existing

Regards,

Business Response
Date: 10/03/2024
Please find the follow up response attached.

Customer Answer
Date: 10/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I feel as if I should definitely receive the money I spent for the policy and or the funds for the time frame I was out due to a panniculectomy is not a pre existing condition and has nothing to do with the surgery I had November 16th,2022 or the follow up appts I had with the surgery as I stated before my lawyer informed me due to no complications of that surgery for over a year it does not qualify as a pre existing condition and this surgery was not in reference to that procedure as well if the company does not pay ne out for the 8 weeks I was out if work I will have to go ahead and file a lawsuit with my lawyer for the 8 weeks plus the pain and suffering I have endured with my bills being behind due to the company

Regards,

Business Response
Date: 10/21/2024
Please see attached.
Customer Answer
Date: 10/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

The surgery I had 7/23/24 was not bariatric surgery I had panniculectomy surgery which can be done even if you don't have bariatric surgery I had bariatric surgery December 16th,2016 & a revision surgery November 16th, 2022 which is why this is not a pre existing condition which is why I either want my money back I paid for the premium or the money I was told I would receive when I filed the claim

Regards,

Business Response
Date: 10/24/2024
Please see attached.
Customer Answer
Date: 10/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The two appts quoted was a routine follow up

Regards,

Business Response
Date: 11/05/2024
Please see attached.
Customer Answer
Date: 11/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Again a No, a panniculectomy is not a pre-existing condition, but it's usually performed on patients who are otherwise healthy:
Eligibility
Patients should be in good health and have realistic expectations for the surgery. They should also not have any active diseases or serious pre-existing medical conditions.
Purpose
A panniculectomy is a surgical procedure that removes a large amount of excess skin and fat from the abdomen after significant weight loss. It's often performed on patients who have a large abdominal apron of fat called a panniculus, which can cause chronic skin conditions and interfere with daily life.
Medical necessity
A panniculectomy may be considered medically necessary if it can improve a documented functional impairment, such as persistent cellulitis, abscess, or skin ulceration So you guys are a rip off to deny a claim that had nothing to do with my previous surgery that I 1st had in 2016 and revised in 2022 and this is 2024 2 years later longer then a year
Regards,

Business Response
Date: 11/18/2024
Please see attached.
Customer Answer
Date: 11/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

It was a referral that I didn't get until this year your completely wrong the appt in March was a follow up from my weightloss surgery and they ask how's everything is going I did not ask for a panniculectomy referral

Regards,

Business Response
Date: 11/25/2024
Please see attached.
Customer Answer
Date: 11/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

This company denies anyone who has a panniculectomy they don't like to pay out and I feel as if a civil suit or my lawyer needs to come a lawsuit against them
Regards,
Initial Complaint
Date:08/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have repeatedly contacted Family Life to collect on my cancer policy for my wife. She passed away on 3/10/24 and her services were in May 2024. I was told by Family Insurance that the turn around for claims is 15 days. I have waited many many 15 day periods and I am getting desperate. I consider the time I am waiting for them to process my claims is more than adequate for Family Life to satisfy my claims.
Business Response
Date: 09/18/2024
****PLEASE SEE ATTACHED****
Customer Answer
Date: 10/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

This is the first notification that I have received from Manhattan Life. The messages dated 8/22, 9/18 and 10/3 I have not received until now. I have sent 2 emails in the last 2 weeks requesting my policy so that my attorney can review it but had no response. I do not trust Manhattan life because they kept asking for the ** codes for my wifes rehab. I sent it to them but they kept asking for it so I called them.. It was confirmed that the correct codes were submitted and received by them and I was told to ignore further notices of this nature. But they kept submitting the same letters that said that the codes were not submitted. Got payment for my wifes rehab but they said that they are paying despite not receiving the correct codes. My wifes cancer bill came out to about $250,000 and all I aim asking for now is to review my policy to make sure I have received all the benefits that I am entitled to after paying my insurance bill for probably 3 decades. They have not responded to my last 2 emails. At this point, all I am asking for is a copy of my policy. Please help me.

Regards,

Business Response
Date: 10/23/2024
To Whom It May Concern,

We have attached our response to your October 9, 2024, request, regarding Mr. ****** ********.

Please let us know if you have any questions.

Thank You,
Grievances and Appeals Department

****************************************
*******, ** 77092
T: ************

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