Complaints

This profile includes complaints for New York Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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New York Life Insurance Company has 243 locations, listed below.

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• Headquarters Location

  

  New York Life Insurance Company

  51 Madison Avenue New York, NY 10010

• 

  ARRP Life Insurance Program

  P.O. Box 30711 Tampa, FL 33633-0001

• 

  AARP Life Insurance Program

  P.O. Box 30711 Tampa, FL 33633-0001

• 

  Thomas J. Price New York Life

  630 N. Church St., #200 Rockford, IL 61103

• 

  New York Life Insurance

  821 E SE Loop 323 Ste 500 Tyler, TX 75701-9666

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:07/20/2026

  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.

  My New York Life Insurance Policy was canceled in March 2026; billing continues. Proof is REMOVEDDescription Pending ACH Withdrawal / NEW YORK LIFE REMOVED. JUL 26 U.S. WEB REMOVEDJul 18, 2026 -$70.00 Posted ACH Withdrawal / NEW YORK LIFE REMOVED. JUN 26 U.S. REMOVEDJun 22, 2026 -$70.00 After being hounded endlessly by a NY Life sales agent, these charges now appear. This is retaliatory and fraudulent.

  Business Response

  Date: 07/21/2026

  Dear REMOVED:
  
  Thank you for your letter dated July 20, 2026, to former Corporate REMOVED. This communication has been referred to me for review and response. I appreciate your patience while we reviewed this matter.
  
  Please know we have reviewed the concerns raised by the policy owner. A detailed response addressing these concerns has been provided directly to our customer.
  
  I trust this information is helpful in the Better Business Bureaus investigation. Please let us know if any additional information is needed.

• Initial Complaint

  Date:06/25/2026

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My daughter is the beneficiary of a life insurance policy. However, we have tried to get them to mail us a surrender form so that she can claim her proceeds and put them in an investment account. Everytime we call and they find out we want to request the surrender form they say they have to put her on hold and then they drop our call. It's happened 3 times and is not a coincidence.

  Customer Answer

  Date: 07/20/2026

  At this time, I have been contacted directly by New York Life Insurance Company regarding complaint ID REMOVED, however my complaint has NOT been resolved because:

  They sent a letter denying that they had received any calls from us that were dropped and/or placed on indefinite hold. The only resolution they offered was for us to call them to request the form. As if that hasn't been what we've been trying to do. It's mostly disappointing that this is the status quo and nobody has any real recourse. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  REMOVED

• Initial Complaint

  Date:05/11/2026

  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.

  On April 3, 2026 at 3:00 p.m. PT I met with New York Life Agent REMOVEDZ. REMOVEDat the New York Life office located in REMOVEDwho sold me whole Life insurance with a REMOVEDmonthly premium. On 4/08/2026 New York Life processed a payment from my REMOVEDaccount for REMOVED. I decided a couple days later I no longer wanted the policy. On April 9, 2026 I sent REMOVEDan email stating that I no longer wanted the policy and requested cancellation of the policy and a refund. REMOVEDdidn't respond until April 13, 2026 and asked if he could speak with me to and discuss solutions to me keeping the policy. On April 14, I declined and again reiterated that I no longer want the policy and I would like to cancel. REMOVEDdid not respond to that email confirming the policy would be canceled nor did he acknowledge my request for a refund. On Tuesday 4/21/26 at 8:14 a.m. I reached out to REMOVEDwhich is the NY Life customer service #. Their agent told me that because my policy wasn't active that they couldn't issue me a refund and referred me back to REMOVEDto process the refund. They provided me with their office number that I contacted, but was unable to get ahold of REMOVED. Consequently, I sent REMOVEDanother email with the subject line -Formal Cancellation Request and Refund Demand- Policy Initiated April 3 that again reiterated that I am formally requesting to cancel the whole life policy initiated on April 3. In that same email I informed REMOVEDthat customer service confirmed the policy isn't active, the premium was withdrawn, not refunded, and to please confirm cancellation and issue a full refund immediately. REMOVEDdidn't respond to that email. I then contacted customer service again on Wednesday 4/22/26 at 11:55 a.m., informed them of the situation and was again referred back to REMOVEDwho still as of now 5/9/26 has not responded to my formal request for a refund and confirmed cancellation of this life insurance policy.

  Business Response

  Date: 05/13/2026

  Good afternoon, New York Life Insurance Company's response to ID REMOVEDis attached. Thank you.

• Initial Complaint

  Date:04/16/2026

  Type:Sales and Advertising 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.

  My ex husband whom I divorced in December 2022 had a life insurance policy with REMOVEDsince 2020. A 10 year term with ridiculously high premiums of $141.50/mo. After we divorced he complained about having to pay for his insurance and told me that he is going to cancel it. Which I believed to be true based on his email dated 7/31/2023. I am a former REMOVEDagent and have multiple policies with REMOVEDmyself and all the premium payments are automatically drafted. When I recently reviewed my withdrawals by REMOVEDI found that the same $141.50 is being drafted from my account. I looked through all my statements and realized that the draft started in 1/25/2024 without my consent. And it went unnoticed because I have multiple drafts of different amounts so I didnt suspect anything wrong. As a result REMOVEDdrafted 27 times (12 times in 2024, 12 times in 2025 and 3 times in 2026) totaling in $3,820.50 for the policy I dont even own and cut all the ties with the insured back in December 2022. My complaint is about them returning the funds they unlawfully drafted from my account without my prior consent. I highly appreciate your help and hope you are able to help me. I tried to contact REMOVED, but they dont have a customer support email or other contact to address my complaint.

  Business Response

  Date: 05/07/2026

  Thank you for bringing this matter to our attention. We appreciate the opportunity to review the concerns raised.
  
  We have spoken directly with REMOVEDand confirmed that this matter has been resolved to her satisfaction. No further action is required.
  
  Thank you again for your time and for allowing us to address this matter.

  Customer Answer

  Date: 05/18/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:04/09/2026

  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.

  On Friday 03/03/2026 I paid a loan that I took from my insurance policy back in February 2026 ! And the payment was $605 ! I contacted New York life three times in the matter of 3 days to have this payment postponed because something came up between that time frame and I wasnt able to make that payment Instead I was lied to and stated the payment would be reversed and it hasnt ! It cleared on my account making my account negative !

  Business Response

  Date: 04/24/2026

  New York Life Insurance Company has reviewed the concerns submitted to the Better Business Bureau regarding a recent loan payment in the amount of $605.00. We regret any confusion or inconvenience this matter may have caused.
  
  Our records confirm that a payment request was received on April 3, 2026. As the request was submitted after normal processing hours, the transaction was applied on April 6, 2026. A request to reverse the payment was received on April 7, 2026, and this request was processed on April 9, 2026.
  
  As part of standard processing, a payment must be held for REMOVEDthis case, the payment was returned unpaid by the financial institution on April 20, 2026. As a result,the funds were not received, and no refund is due. A response was mailed directly to the client with this information.
  
  We appreciate the opportunity to review and respond to this matter.

• Initial Complaint

  Date:02/27/2026

  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.

  roblem: Administrative Negligence / Failure to follow payment instructions.Description: I purchased a $200,000 annuity (REMOVED) through Fidelity/New York Life in November 2025. Despite three documented attempts to establish Electronic Funds Transfer (EFT) for my monthly payments, both firms have failed to execute this basic administrative task. I am repeatedly told the issue is fixed, yet I continue to receive paper checks. This consistent failure to follow client directives on a significant account is unacceptable and has resulted in a total loss of confidence in the firms' operational competence. It is now 2/27 with no check and my check was supposed to be mailed on 2/20. Desired Outcome: Immediate rescission of the contract and return of my $200,000 principal due to systemic service failure, OR immediate confirmation of EFT setup and a formal apology from a supervisor.

  Business Response

  Date: 03/16/2026

  Good morning,

  I am enclosing the response.

  Warm Regards,

  Kora

  Customer Answer

  Date: 03/17/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  I am rejecting the business's response to complaint #REMOVEDbecause my primary concerns remain unaddressed. Specifically, there is a systemic lack of communication; I received no email confirmation after submitting my form, and despite the website offering an email contact option, there was zero follow-up. Furthermore, if the documentation was signed incorrectly, the business failed to notify me. My attempt to resolve this via chat was also unsuccessful, as the representative was unable to provide any assistance.

   In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 03/26/2026

  New York Life's 3/25/2026 response is attached.

  Customer Answer

  Date: 04/09/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# REMOVED, and have determined that my complaint has NOT been resolved because:

  I have attached a screenshot of the original application form sent to NYL with the CORRECT direct deposit instructions for my bank. Your responses contain vague excuses for incorrect validations or information in our original application form.  That is just not correct.
  

  i have tried to explain that if there was a problem with the original application why were we not contacted? We were NOT contacted as you claim in your response.

  You also keep referring to the direct deposit form with only my signature. You again claim you tried to contact me.  We have NO record of any attempt to contact us.  Did you incorrectly try to call or write to our Fidelity account person and not me?
  

  The last mailed annuity check was stolen from our mailbox.  This is exactly why I did not want mailed checks.  We had to call and get the check canceled and reissued. It was approximately 10 days late when we finally received our annuity payment via ACH.  
  

  Until REMOVEDaccepts some responsibility for this problem I will not agree that this issue is resolved.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 04/14/2026

  New York Life's April 14, 2026 response letter is attached.

• Initial Complaint

  Date:12/23/2025

  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.

  My father, REMOVEDpassed away on November 2nd, 2025. My mother, REMOVED, is the beneficiary of a life insurance policy she held for my father. My mother suffers from dementia and is no longer able to manage her financial matters. She lives in an Assisted Living facility in REMOVED. I manage her care from my home in REMOVED. As soon as I received the death certificates for my father, I contacted New York Life GBS, a subsidiary of New York Life Insurance Company to request the process for submitting a claim. I provided all required documentation, including my Power of Attorney documentation and the claim was processed and approved. However, rather than issuing payment, REMOVEDopted to create a bank account that they hold under my mother's name. My mother is in need of these funds immediately to provide for her care. I contacted NYL GBS, who told me that despite approving the claim as submitted by me with my POA, they still were reviewing the validity of that POA internally before they would facilitate payment. They gave me an indeterminate period of time to wait before they would assist me. Meanwhile, my mother is destitute and I am supporting her. This is an internal process failure at New York Life that I should not be required to contend with. In other words, New York Life is making their problems, my problems. I demand payment to my mother immediately. She has been paying on this policy for decades and REMOVEDhas made their money many times over, given her premiums paid since the early 90s! I don't think it's unreasonable to expect more expedient handling of these matters. REMOVEDshould be ashamed.

  Customer Answer

  Date: 12/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:11/17/2025

  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.

  1. Premium Increase to Over $100 Unless I Use AutopayMy monthly premium for my personal policy should be $78. However, New York Life informed me that if I do notuse autopay, my premium will increase to over $100 per month.This is an excessive penalty that was not disclosedto me when I purchased the policy.Being forced into autopay is unfair, especially because:I am currently on workers compensationwith a fixed, limited income.I cannot guarantee the funds will always be in the account on the days they choose to debit.This premium increase puts me at risk of losing coverage simply because I prefer to pay my bill manually and REMOVEDcustomer should be required to use autopay to avoid a $20+ monthly penalty (over $240/year).2. Misinformation About Withdrawal Dates Causing Overdraft FeesI was told I could choose a specific draft datefor autopay withdrawals.This is not true.New York Life consistently withdraws funds days after the date I selected, without warning or adjustment. Because the withdrawals do not occur when promised:I have been charged multiple $32 overdraft feesby my bank.I own three policies, so the impact is multiplied.These overdrafts have happened on many occasions and have caused serious financial strain.If withdrawals occurred on the date they told me, or if I were allowed to pay manually without penalty, these overdraft fees would never have happened.4. Lack of REMOVEDConcernsI was never properly told that:My premium would increase by over $20 per monthwithout autopayThe withdrawal dates would not match the ones I selectedI would be financially penalized despite paying my billI would have no control over when money is withdrawnThis lack of transparency feels deceptive and predatory, especially toward someone living on workers compensation who must budget carefully

  Business Response

  Date: 12/09/2025

  Thank you for your email dated December 1, 2025, to former REMOVEDregarding the referenced Complaint ID. This matter has been forwarded to me for review and response. We appreciate your patience while we completed our review.
  
  Please be advised that we have thoroughly reviewed the concerns raised by REMOVEDand have responded to her directly to address and resolve the issue. Our response clarified how automatic bank drafts operate, including timing and possible processing variationsand helped address the confusion surrounding payment activity. We also provided a detailed update on the status of each policy and outlined the requirements to maintain active coverage.
  
  REMOVED, I trust this information is helpful to your investigation. If you have any further questions, please feel free to contact me Monday through Friday, between 8:00 a.m. and 4:30 p.m.Eastern Time. I would be pleased to address any additional concerns as quickly as possible.

• Initial Complaint

  Date:11/14/2025

  Type:Order 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.

  I have Power of Attorney for my aunt who was placed in a nursing home on August 5, 2025. I am trying to apply for REMOVEDand have been trying to transfer ownership of her policy to the funeral home for over 2 months now. Up to this point, she has been able to sign forms, but not able to talk a lot. Every single time we send paperwork in, they wait 3 weeks to respond to tell us they need something else. They refuse to talk to me on the phone because they need POA paperwork. I held off on calling and sending that in for a few weeks so that I could maybe avoid any delays, but it didnt work. I uploaded my form, they received it, but still said it would take 10 days to process. After 10 days, still not processed. I was told on November 4, that everything was there and ready to be signed off and sent back to us, and to call on November 10 to be sure. When I called on Nov 10, I was told that the paperwork was missing a document. I got that sent in and then I was told that because her address has changed (since she is in the nursing home), the paperwork cannot be processed. I have explained to them that this is for REMOVEDand I have a deadline of November 15th. I have also explained that she can be evicted. They dont care. I was able to obtain documents from Social Security and the REMOVEDin the midst of a shutdown and I cant get the policy information from REMOVED. My policy and my husbands is with them, but I will be cancelling. I NEVER want to put any of my family through the nightmare that I have had. I honestly believe that they hope that I will cancel her policy and they wont have to pay. They are horrible!

  Customer Answer

  Date: 11/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED-REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:11/13/2025

  Type:Sales and Advertising 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.

  Severe delay in care! Mental health is not valued when dealing with this company while having mental health issues. I have had to call twice and STILL have had no communication from my leave manager. Me starting any new medication for my care is delayed until my claim is approved.

  Customer Answer

  Date: 11/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED