Business Profile
Insurance Companies
New York Life Insurance CompanyHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Insurance Companies.
Reviews
This profile includes reviews for New York Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.08/5 stars
Average of 291 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromIan S
Date: 07/30/2025
1 star*** has transitioned me from **********. I havent received a payment from them since beginning of June from my last payment out from STD. All of my documents from the doctors have been sent in since July 16th. They told me 3-5 business days and Ill get an answer. It is now July 30th and I havent yet to receive an update. Ive been trying to get a hold of my case manager and I believe my case manager is deliberately choosing to ignore my calls because I had a representative tell me that she did not want to speak to me one time. Ive talked to a supervisor and they have also told me that they will make sure that she calls me back. No call backs. It is very frustrating because I have to rely on them as my only source of income however, they are choosing to play with my livelihood by not giving me answers about my case. I am behind rent and my other bills and my living situation is about to get worse if I cant get a straight answer from them.New York Life Insurance Company
Date: 08/01/2025
Thank you for bringing this matter to our attention.We understand the concerns the customer raised regarding both the timeline for the claim decision and communication with the Claims Manager, and sincerely regret the frustration the customer experienced. After reviewing the file, we can confirm that the claim was approved on July 31, 2025. The Claims Manager attempted to notify the customer of the approval on both July 31, 2025, and August 1, 2025. Unfortunately, direct contact was not successful, and voicemails were left with the managers contact information.Customer service is extremely important to us, and we recognize that clear, timely communication is particularly important during the claim review process. The concerns shared have been escalated to the appropriate management team for review, and we are taking steps internally to improve responsiveness and ensure a positive customer experience moving forward. If the customer has any further questions they are encouraged to contact our office or reach out to the claims manager directly.Review fromRyan W
Date: 07/24/2025
1 starOn Feb 6, I suffered a stroke. Filed a claim that turns out got lost in a computer error. Had to file again, and the person taking the info for short term disability put the start date as Feb 2nd instead of the 7th although corrected him 3 or more times. So I start receiving payments and everything is ok. I get my disability approved until June 23. On or around June 11th, I call and ask if my policy will cover me returning part time up to 40 hours, meaning if I go back for 20 hours a week will they pay 80 percent of the remaining 20 hours. The *** looks at my companies policy and says yes. I have my doctor fill out my return to work form on June 11th stating that I could return to work on June 24th for 20 hours a week until Aug 3rd. On June 20th I called the company again on June 20 and ask if any more paperwork was needed for me returning to work on the 24 since I was seeing my doctor on the 23rd. I was assured they had receive everything they need. Since my return this company has failed to pay me any thing. They sent me a letter around the 5th of July saying I am transitioning to long term on Aug 5th, but they haven't paid me since the week of the 23 of June. I have called twice, the first time the lady said I needed to upload my paystub and enroll in direct deposit. I have no idea why since my companies ******* has been taking care of it. They also said they would leave a message with my long term agent. Why? Im supposed to be on short term. I called them back and once again my now long term agent isn't available (even though this isn't a long term claim) In try to explain what is going on but the say they cant help me but will leave a message to my long term agent to call me. She calls me on July 22 but I'm driving home from doing therapy and driving after a stroke is difficult enough. She says she will call me back in ***** minutes. It is now July 24th and haven't been called back.New York Life Insurance Company
Date: 07/31/2025
We understand the customers concerns regarding the handling of his Short-Term Disability (***) claim, particularly related to initial data entry issues, the delay in releasing his *** benefits and communication issues. We acknowledge that the claim was initially entered with an incorrect date of disability, and this was subsequently corrected in our system. The customer claim was approved on 2/25/25, and benefits were issued weekly through June 23, 2025. After the customer's work status was confirmed on 7/3/25, the claim was approved for an extension of *** benefits. Unfortunately, the benefit extension was not properly updated in our system, which led to a delay in the release of benefits after 6/23/25. Once the oversight was discovered, the benefit was released on 7/25/25 to cover the pay period of 6/23/25 through 7/27/25. The claim Team Leader addressed the issue with the Absence Manager to ensure greater diligence moving forward.We sincerely apologize for the delay in issuing *** benefits and regret the frustration and inconvenience this may have caused the customer. As noted above, we have identified the root of the issue and taken appropriate steps to help prevent similar errors in the future.On 7/7/23, the *** claim team began the process of transitioning the claim to **************************. The *** team reached out to the customer on 7/22/25 to discuss the *** review process, but the call was rescheduled for later that day at the customers request. Unfortunately, the follow-up call did not occur on the same day as agreed. We sincerely apologize for that oversight. A follow-up call to the customer was completed on 7/28/******** you for bringing this matter to our attention. Should the customer have any additional questions or concerns, he is encouraged to contact his claim manager, ******* for assistance.Review fromCarrie A
Date: 07/15/2025
1 starNYL is the worst Insurance Company that any person has to deal with. They love to deny or holdup claims, even after my ** has sent everything needed to continue my STD claim. 4 weeks waiting for a payment now, nobody calls with an update, Claim Manager is horrible, either not available or not in office. Dont bother leaving a voicemail, they never return your call. Rude **************** agents work at this **********************, I have lost all patience with this company, NYL doesnt care about people. Now, all my bills are late, Ive had to call every company to explain why my bills are late, Im supposed to be recovering, but all Ive done is stress out over this. FYI: I have contacted my **s related to my claim file to see if they sent the paperwork, which they all have confirmed everything NYL needed was sent. I call to follow up, I get nowhere. Im going to seek an Attorneys advice because I cant live like this anymore. NYL: Please do not respond to this post, Im tired of your head games, not interested in more of your lies.New York Life Insurance Company
Date: 07/24/2025
We regret that the customer had a poor experience with our **********************. We understand her frustration and hope she can understand it is our goal to administer the plan according to its terms. Delays can occur when evaluating whether someone qualifies for benefits for various reasons and our intent is to reach resolution as quickly as possible. In this case, it took some time to gather the medical records that supported the customer remained Disabled. However, we show that her benefits have now been extended through the duration of the *** plan and her claim is being referred to our *************************) department. Should the customer have any questions, they may contact our Claim Manager, ******, with any questions.Review fromKrystal H
Date: 07/08/2025
1 starHorrible company, my claim was approved I received one full payment and nothing else. I called to see what was the issue and I was told my doctor havent returned the medical form so I go to the office and get the receipt from the fax . So I call back and let them know that it was sent . I keep getting told it wasnt received then they want doctors notes . I sent everything in and now I have to wait on my case manager which she is never available. This company is a joke Im facing eviction and repossession and Im currently seeing a therapist for depression because of this . Im being told to get a lawyer.New York Life Insurance Company
Date: 07/14/2025
Thank you for bringing this to our attention. We regret that the customer had a poor experience with our **********************. We understand their frustration and hope they can understand it is our goal to administer the policy according to its terms. The policy requires that we receive proof that the customer continues to be Disabled according to the policy terms. In this case, there was a delay with receiving the medical documentation to extend benefits. However, the information was received, and the claim has been extended to 7/18/25. Should the customer require additional time beyond that date, we will require updated medical documentation. Should the customer have any questions, they may contact our Claim Manager, ****, with any questions.Review fromRodey B
Date: 06/24/2025
1 starI am extremely disappointed with the way New York Lifes third-party short-term disability claim handling process has been managed. From the start, the experience has been unnecessarily stressful, disorganized, and frankly unethical.Despite calling multiple times and speaking with different representatives who all assured me that notes were being added to my claim file, there has been zero meaningful follow-up or resolution. My claim has been left in limbo, and I am left without answers, updates, or the basic decency of timely communication.Even after escalating the issue and bringing it to the attention of a claims manager, no corrective action has been taken. Its clear that there is a serious lack of accountability and urgency within their claims department. I trusted this company to handle my claim fairly and efficiently during a vulnerable time, but instead, Ive been met with neglect and indifference.This kind of handling is not just poor customer serviceits unethical. If youre considering relying on New York Life or their third-party claim services during a time of medical or personal need, I strongly urge you to reconsider.Review fromLola D
Date: 06/18/2025
1 starI am an employee with a large healthcare organization in ********, and New York Life (NYL) is the disability insurance provider offered through our employer for a monthly fee.After submitting all the required documentation from my medical providersincluding my diagnosis, diagnosis code, and clinical input from both my psychiatrist and therapistNYL acknowledged receipt of this information. Despite this, they are now claiming they require further clarification from my doctor.This is extremely concerning, as *** had already approved my disability claim and issued two payments. Without any valid explanation, they suddenly stopped payments and placed my claim on hold.They advised me to allow 3 to 5 business days for contact with my doctor. I gave them the full five business daysand to date, they have not contacted my doctor or attempted to follow through on this so-called need for clarification.Additionally, speaking with your claims manager is virtually non-existent. I have made multiple attempts to get direct updates from her, only to be met with vague answers, or advocates who claim theyre unable to provide any other outside of what that can see on my profile, or transfer me to someone who can. They all say they will leave a message for a supervisor to call me back and I have yet to receive a call back. I feel this behavior is discriminatory and stigmatizing based on the nature of my diagnosis. Mental health should be treated with the same urgency and respect as physical health. The delay and lack of communication from *** have only added stress to an already difficult time.New York Life Insurance Company
Date: 06/23/2025
We appreciate the opportunity to respond to the concerns raised regarding the management and communication associated with the customers disability claim.The customers claim was approved on 5/13/25. Once a claim is approved, New York Life conducts periodic reassessments to determine a customers ongoing eligibility for disability benefits. As part of this process, we may request updated information from the customer and/or their treating providers to verify continued impairment. This is consistent with the provisions of the policy under which this customer is covered, which requires ongoing proof of loss, including evidence that she continues to meet the policys definition of Disability. The claim approval letter sent to the customer dated 5/13/25, also explained that future benefits would depend on confirmation of continued disability and compliance with other policy provisions. Therefore, benefits are not released until ongoing eligibility has been verified.We understand that the customer has expressed frustration regarding the responsiveness of our office during the review of her claim. Our records confirm that she contacted us on multiple occasions seeking updates and requesting to speak with a supervisor. While she was provided with status updates, most of her interactions were with representatives from our *************************** rather than her assigned Claims Manager. We recognize the importance of clear and consistent communication, particularly during the evaluation of a disability claim. We sincerely apologize for any inconvenience she may have experienced. We are pleased to confirm that a Team Leader from our claims department spoke with the customer directly on 6/20/25, to provide an update and address her concerns. Thank you for bringing this matter to our attention. Should the customer have further questions, she may contact her claims manager ******** for further assistance.Review fromSHANNAN R
Date: 06/04/2025
1 starI am a ********************************* employee and NYL is the disability insurance company that we are offered for a monthly fee. Do Not waste your money because you will get NO Insurance from this company. This company is terrible. I filed a claim and submitted all required documents and 4 months later I am still trying to get claim status. Leaving messages does nothing. There is zero customer service and so trying to get information or help is impossible. They deserve a NO star rating! PISD needs to find another company to take care of their employees who work so hard for so little pay as it is. But to have to struggle and fight for help in times when we are not able to work because of a medical disability, it's unjust, unfair, and just wrong.New York Life Insurance Company
Date: 06/13/2025
Thank you for bringing this matter to our attention. We understand the customer's frustration regarding the wait time for a claim decision and regret any inconvenience she experienced. The initial delay was due to internal staffing changes that temporarily impacted our processing timelines. We apologize for the disruption this may have caused. Further delays occurred as our claims team worked to obtain the necessary medical documentation to assess the period of disability under review. Obtaining this information is a required step in our evaluation process to ensure a thorough and accurate decision. On 5/23/25, the updated medical information was received. Our claim team reviewed the claim promptly and reached a determination on 6/5/25. We acknowledge that the customer attempted to contact us multiple times for updates during the review of her claim. Our claims staff made attempts to contact the customer but unfortunately, at times they encountered challenges with reaching her, including being unable to leave a voicemail. Were pleased to confirm that a member of our claims team spoke directly with the customer on 6/5/25, to communicate the decision on her claim.We sincerely apologize for the delays and any dissatisfaction the customer experienced. While some of the communication challenges were beyond our control, we remain committed to identifying opportunities to strengthen our outreach efforts and enhance the overall claims experience.Should the customer have any further questions, we encourage her to contact her claim manager, Breonica directly.Review fromSean C
Date: 05/28/2025
1 starI've been attempting to get my time approved for my job since Feb 1st 2025.. ****** will not send the propper paperwork to say "hey! This was approved months ago" so my job is basically just a waiting game.. Will I get fired some random day or not? The only solice I have is once HR brings the hammer down, is that I'm going to sue the s*** out of NYLGBS for withholding paperwork from my employer and basically getting me fired. And I refuse to settle. And thankfully my Union is on board to help me sue the whole lot of them once this happens. If you're looking into partnership with this hellhole company, dont. Unless you want your employees to sue the whole bunch of yall.New York Life Insurance Company
Date: 06/06/2025
Thank you for bringing this matter to our attention. We are sorry to hear that the customer has had a frustrating experience with the processing of their leave of absence claim. Our records show a request for **** for the period of March 24, 2025, through June 23, 2025. Unfortunately, leave for this period was denied because the customer had not met the minimum hours worked requirement of ***** hours, and therefore was not eligible for ****. A letter dated April 7, 2025, explaining this determination was mailed to the customer on April 10, 2025. On June 4, 2025, our **************** contacted the customer to provide clarification of the decision and address their concerns. A voicemail was left instructing the customer to contact our office for assistance.We are here to assist the customer and encourage them to contact the Leave Manager, **** directly, or our **************** should they have any further questions.Review fromLauren S
Date: 05/21/2025
1 starI have an open STD case. First of all, my doctor had me as a potential return to work mid week. I did not even get a partial check and was told it was cut off that Sunday and "that's not how it works". My 2 **** extended my leave due to severe mental disorders. They wrote statements and diagnosis and it still wasnt enough even after filling out their paperwork! They want the **** notes from the actual visit not the aftercare visit notes or the plan notes ( doctor found that offensive and said its illegal ). I live pay check to paycheck and now I'm going on 3 weeks of no income! My doctors are both confused why these people won't take their diagnosis! You people are making my sickness worse! I have kids to feed and this company thinks its ok to play with people's lives! I called every day asking if there was anything else needed, I was told "no". Now its Thursday and I had to call again only to be told they needed MORE paperwork! When something bad happens to someone from all of the stress this company gives people, this company needs to be liable!New York Life Insurance Company
Date: 05/28/2025
Thank you for bringing this to our attention. We regret that the customer had a poor experience with our **********************. We understand her frustration and hope he can understand it is our goal to administer the policy according to its terms. The policy requires that receive proof that the customer is Disabled according to the policy terms. **************** is extremely important to us and we have escalated the customers concerns to the appropriate levels of management to be addressed. We required updated medical documentation to prove that the customer was Disabled. We received the updated documentation from the customers treatment provider and her benefits were extended to 6/15/25. Should the customer have any questions, they may contact their Claim Manager, Malarie, for further assistance.Review fromHelen B
Date: 05/05/2025
1 starExcuses instead of service. Submitted online claim and received a 'form' email of acknowledgement saying they would contact me if the needed any info. No word after 16 days. I called and they said they needed a death certificate. Uploaded. Another 'form' email. Discovered a week later that they took premium payment from bank account! Called them again. Excuses about how they're changing databases so even though they shouldn't have taken the premium from someone whose death claim they are processing it was because of a 'glitch' in their system and they will process the refund request within 14 days. Today's 'manager' said they didn't actually need the death certificate as they try to verify the death independently first (usually within 14 days) so that is why they never reached out after the original claim was submitted. Don't do business with this company unless you don't mind excuses for them not following their own processes.
New York Life Insurance Company is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.