New York Life
Reviews and Complaints

They lied to me 30 times about my STD payment I sent them my bank information with a blank check to have my STD direct deposit I called them numerous times told me that someone put the wrong information and my bank rejected it I called my bank they told me that they never received deposits from New York I called after the Thanksgiving holiday wanting to receive my payment told me it would be here the next day now it s going on 3 weeks I haven't gotten my payments they will here from my lawyer

After 30 years of on time payments for life insurance for a retired veteran, New York Life Ins./ Annuity Corp. and their agent representatives, refuse to reduce the face value of the policy which would allow a more affordable monthly payment.

According to the original policy document dated October 28, 1992, there is no reference to the policy being non-changeable or ineligible for amendment. No one ever reviewed or monitored this policy. Payments have been revised and money is missing.

At no time during this 30 year time frame did Gregory P. Genovese, insurance agent, notify with updates or communicate any problems with this policy. This New York Life Insurance Agent collected royalties which now results in elderly abuse because the insured has no choice but to allow a unaffordable policy to lapse and cancel.

I've paid for this so-called insurance for 6 years and when I went out, I needed the money, I got 800 dollars. How can anyone live off 800 for even a month? You won't refund the hard-earned money I worked my [censored] off for, A 30-day waiting period is a [censored]ing joke. you do this to keep the people's money. You are nothing but scam artists. Nobody should trust their money with you.

September 2021 - I offered my Sr. Staff a better Term life and supplemented Policies that gives my management team a better plan for Disability and Death Benefits. We onboarded over 120 employees, I spend a lot of money with NYL to give my employees the benefits and to have one get lost due incompetence of the Sr Agent is unacceptable.

For months I was told that this individual was going to be taken cared of and have the larger policy that I offered, the bigger problem is this individual was the first one to fill out the application for these benefits, she got lost through the process due to the SR. Advisor with NYL lack of response or work, I have multiple emails that stated she would be ok and then when they finally figured it out the mess they made and because of their mess up she had to reapply 8 months later and was denied due to a illness that came AFTER the original sign up 8months prior, this illness will put her out of work and possible death and this Insurance that Sr. Advisor said it was too late for her to get the benefits I offered. I have tried to go to this Sr. Agent who became a partner because of my spend with NYL - this partner should be trained better and not help individuals who are in need for the right plan. Another compliant will be posted, again this Sr. Agent should have some consequences regarding is lack of making this happen. I have emails to prove the confirmation

7/22/2023

New York Life Group Benefit Solutions

PO BOX 81085

Cleveland, OH 44181

Subject: Complaint Regarding Unsatisfactory Service

I am writing to express my deep dissatisfaction with the services provided by New York Life Group Benefit Solutions. I have recently experienced a series of issues that have caused significant inconvenience and distress. Despite my attempts to resolve these matters through the usual channels, I have been met with a lack of responsiveness and unprofessional behavior from New York Life GBS.

Firstly, I would like to highlight the delays in processing my claim, which has resulted in severe financial strain. I submitted my claim on 5/25/2023, providing all the necessary documentation and supporting evidence (from me and my physician). Initially claim was processed and I got paid for 4 weeks, but payments stopped abruptly without a notice, before the date when doctors recommended return to work date. It has been since 7/5/2023 I have not received any updates on my case or compensation. This delay has caused significant hardship for me and my family, as we rely on this income to cover essential expenses during this challenging time.

Furthermore, the lack of communication and transparency from New York Life GBS has been deeply frustrating. Despite numerous attempts to contact claims department, I have experienced long wait times, unanswered calls, unable to leave voicemails, and unhelpful responses. The lack of empathy and understanding demonstrated by representatives has only exacerbated my concerns and added unnecessary stress to an already difficult situation. My claim manager, Jasmine, has not been in the office (or at least that’s what I was told) for weeks. When asking to speak with a supervisor or a manager, or anyone above Jasmine was unsuccessful as well. I was told that all supervisors and managers are out of the office. I do not believe that! My doctor re-submitted additional clinical notes and required forms to continue my claim, but all that was ignored.

I believe that as an insurance company, it is responsibility to provide timely and efficient services to policyholders. The current handling of my claim and the subsequent lack of communication are in direct violation of this obligation. I expect better treatment and resolution of my concerns as a valued customer.

was approved for long term may20th 2022 i recieved it and they deducted my social security payment and sent me 159 for a month i was getting 362 a week my social security does not have a freeze on it i file taxes evert year on what i make i have bills to pay and doctors and meds not counting groceries i like to know how to pay bills and everything else on 1159 i can't

The point is to outlast you. If you are too ill to advocate for yourself you must have the financial resources to hire lawyers to do it for you. I am a year in to this process. I am very ill. The cruelty is the point. I am mollified. I had no idea, there were people in this world like this. Originally filed August 2022. Washington State paid until November. After that all was denied. I have been 100% disabled by a neurological disease since August 2022 until today. No treatment has led to improvement.

I am very dissatisfied with the type of service that I am now receiving. I checked the status of my STD claim today 05/25/23 and it was approved for 1 day 05/25/23. I started this claim on 04/19/23, the day after seeing my doctor and it was confirmed that I needed to have surgery. Surgery was scheduled for 05/18/23. I have made several calls to ensure that I stayed on top of my claim and to handle everything that I needed to handle to avoid any issues, and here we are today with issues.

I called to activate my claim on 05/11/23, was told that NY Life would handle it from here as I have provided a sign authorization form in April 2023 and they would contact my doctor to obtain the info needed.

I spoke my STD case manager Brandon on 05/25/23 to confirm if there was anything else I needed to do and to ask why my STD was approved for one day. He stated aren't you returning to work on tomorrow. I advised that I was not and asked if he has spoken with my doctor. He stated no but the forms would be sent today on 05/25/23.

So it appears that he assumed my return to work date and only approved STD payment for today. Please help me understand how any of this makes sense. This if unfair, unprofessional and unsatisfactory customer service. If you have a generic time to pay STD it should not be 24 hours. My claim has been active for 2 weeks and you are just now contacting my doctor for dates. This could all have been avoided with better customer service handing. I offered to submit the papers directly to my doctor and was told no.

After speaking with Brandon again to provide the correct fax # for my doctor, he stated that he does not have a return to work date for me. So my question is the same, why did you assume I was returning 05/26/23 and only approved STD pay for today?

I would very much like to get paid now and not have to go back and request payment. I would also appreciate not having to call NY Life everyday to work my own claim.

My husband unexpectedly passed away in February 2023 and I could not function to return to work for a couple of months. My original paperwork from my Dr had a return to work date of March 24th which was filled out in February thinking I could return with a reduced work schedule. Before March 24th, 2023 I had a follow up appointment and I was in no condition to return to work and needed 1 more week - which I uploaded a note signed by my Dr extending my leave 1 week, then working part-time through June 5th. Come to find out by checking my claim online, it had been denied due to no Dr notes with details of every visit uploaded. I have followed up with my provider and uploaded new paperwork and when I inquired with my Dr records office - they hadn’t received requests from NY Life, not had New York Life received records from my Dr office. Both places continually told me they have contacted the other yet there was no communication with me about items needed or inability to get my records - which I had signed all releases in April with my Dr office. It is now May and I’ve been calling both my Dr and NYL DAILY and I had to handle all the transmittals of my records and stay on task and there is still no result. I honestly don’t understand how medical records, disability docs signed by my provider, and common sense about the impact on one’s mental health the passing of a spouse has, to have zero messages in my portal, no calls ever from NYL with any requests, is not enough to help someone struggling emotionally. Then, after asking for assistance from NYL several times, I find a resource on their website to help with grief and daily tasks needed to be done with advocates and the help I’d been asking for. Once I mentioned this to 3 different reps from NYL that this would’ve been extremely helpful and I could’ve avoided attorney fees getting answers and help from the service - I my cry for help i needed went unacknowledged and ignored. It’s been since March 24th I’ve had any compensation adding so much more stress to my situation. I wish communication and services offered by NYL helped with what I’m going through and even just 1 phone call with any updates would’ve made it easier for me.

My initial incident was in December 2022 my return to work was 2/2023 it is now May 2023 and I have never received a call or email from my rep. I have been denied without explanation. I have appealed the decision and still never received proper communication from this organization. If I knew who to really complain to get some help, I would. Having an issue with my health and being unable to work only to have New York life group wiggle out of providing compensation I paid into is just completely unacceptable

On April 07, 2023, which stated that my STD claim was denied due to “depression” being a pre-existing condition, which is a broad statement as depression consists of different types with different levels of severity according to the DSM–V and ICD–10. In the letter, it was noted that the pre-existing condition was based on information received from a Behavioral Health Questionnaire completed April 4, 2023 by my provider. When I called to speak to the claim manager Savannah, I was told that the reason I was denied was due to the diagnosis code of F33.1 that was submitted to my health insurance for Oct 2022 and December 2022 visits for reimbursement being the same as what I had been seen for. However, on the FMLA form WH-0380-E (completed on 03/16/23) that was submitted to both my employer and for my claim, my condition was listed as "Major Depressive Disorder-Severe/F33.2," which is a different condition than MDD-Moderate/F33.1 with a different treatment plan. While acknowledging the error of my provider’s office, a call for clarification was not made by the claim manager about the possible discrepancies (which I have since clarified with proof of updated notes). Furthermore, all provider notes clearly state the worsening of my condition and how it directly impacts my ability to work based on my line of work. All necessary information was provided. When I mentioned this to Savannah she did not bother to review the previously provided documentation that shows the different condition. Savannah not once called me for any clarification and based on how quickly a denial was issued after submitting the last needed document (04/06/23). This clearly shows that she did not identify the discrepancy nor requested a member of the medical team to review any documentation. Attempting to survive with no income for almost a month is quite difficult, and being treated as if my health has not declined is even worse.

Now as of 04/21/23 I was informed that the appeals process would take another month! How am I supposed to live and pay bills?

My name is Alberto Cordova I have been treated disgraceful like if my life has no value. No one has worked for me in fact unless I and my daughter took it upon ourselves to get records for my trauma mental and physical disabilities they have not been requested or added to my file 1 example is Brandon Hospital although I signed release my records from here havent even been looked at but they are not alone. Nyl took away my disability well I was in the hospital for suicidal idiations but they say theres a gap from when my disability began but the proof is there when they took it and there is much more if they bothered to look but they work for the comppanies not the people who pay them to be there if ever needed please stop the politics and bring back humanity compassion business can be succesful with out being greedy and stepping on the little guys who already in pain they took it from mw when I neesed it most I lost my car home I been robbed abused shamed and forgotten it seems that is what they want for me to be forgotten and go away I died 4 times at least aince with other attempts as well please reimstate my case I have much more still to say

Ive been trying to contact the appeals department for the last two weeks now. Every time I call and select to speak with my claim manager the voice machine tells me that there is no one in the office. I try to call other departments and have gotten through they have tried to help me. Same thing. They put me on hold. Try to contact the appeals department. They can’t get anyone to answer. They will transfer me and the same message will come up saying there is no one in the office. I missed a call from them yesterday and called back literally 5-10 minutes after they left a voicemail no answer. I repeatedly called for almost two hours straight and still kept getting the same message. I have called 5 times this afternoon trying to get a hold of the appeals department/claim manager and still have been going through the same cycle I described above.

I provided everything I was asked to, made multiple calls, left multiple messages and rarely received any correspondence. I expressed on mulitple occasions that I was out on leave d/t mental health and this company kept trying to request records for a bodily injury I substained while out on leave- again my claim had nothing to do with my body - IT WAS AND IS STILL MENTAL. I feel like I got the runaround, and all of this was for nothing. I was not trying to get permanent disability, just something to help me take care of my family and myself (which I was paying for while still employed) until I could get my mind straight. THIS PLACE/EMPLOYEES ARE A JOKE! Do NOT waste your money!

#beyonddisappointed

I went on leave after having a c-section 08/22/22 that was complicated by a bowel perforation. I had one surgeon for the c-section and one to repair the bowel. It took until after 11/23/22 for me to be ready to return to work. I couldn't even lift my baby after having lateral and longitudinal incisions.

New York life decided to pay only for a normal c-section's recovery and did not consider notes and letters from my bowel surgeon, only my obgyn.

This is a policy I and my employer pay into and it's not right for them to override the bowel surgeon. I will be notifying my Human Resources department about this poor service and requesting to switch companies.

Initiated new disability claim via phone with a CSR providing all medical details on 9/16/2022, almost two weeks later I had to call to inquire what if anything I need to do. I was told by intake rep Clint he had none of my medical details. I was told by Clint my disability payments would be mailed to me as of the 15th day. I asked about setting up direct deposit, Clint said none on file and a check would be mailed. Said I could request direct deposit but takes up to 14 days. I’m checking the payment status on 9/30/2022 it showed an EFT payment was sent but sent to an old closed account. NYL Vladimir manger Geneva advised me that even though the error was on NYL they will NOT reissue my payment.

I have received numerous threatening memo's, from the Group Benefits Solutions Manager. Each Memo states if the physicians, that they requested Disability forms completed, did not respond, my open claim for Long Term Disability Coverage will be cancelled.

I have been on Long Term Disability since 2016 due to severe back disease. I have had 4 serious operations to try to help my pain but I still suffer everyday with chronic pain. I can't walk very far, can't sit very long...

New York Life purchased Cigna Insurance Co and acquired my claim and it is very clear that they will do anything to try to get off my claim. I am being harassed about my claim which adds to the stress of my life and illness.

Every Physician I have seen has told me how severe my back and neck disease is. And Social Security Disablity approved my on the first try.

New York Life will overcharge you 2-4 times for those clients 40 years old and up. Age Discrimination! Be Smart & Shop around on SelectQuote.com, or Banner Insurance is much more affordable and provides excellent service.

With New York Life, You are given estimates, Manager trains young Agent to reel you in, then the Manager quotes you actual price for life insurance and long-term care insurance are much higher. They will rip you off!

Ethics, moral, illegal violations and shyster tendencies. Manager tells new agents it is okay to initial someone else's signature if the client forgot and left it off in legal documents. These recent college students do not know this is illegal! Manager divulges family confidential financial information to agents.

If you are a college student living at home, get a salaried job with commission/bonuses. New York Life is the WRONG company to choose to work at. New York Life Manager/Recruiters tell you all the money you can make. They prey on you, get you to give them all your family, friends, neighbors, etc. contact info.

Certain Managers like Gage Arnold promises you a tailored suit while giving you unrealistic goals, knowing he will not have to ever buy you that suit. He whispers "secrets" to Agents like they are special. Calls you a BEAST, attempts to pump you up and make you work a ton of hours. They do not supply you with free leads. They take forever to get you your business cards which is unprofessional when you are trying to Network.

Outdated Training materials are from 2012, 2015. Manager is the biggest BS'er around! He uses you.

Upper Management in McLean does not respond to complaints against Agents. They have a Complaints Department at New York Life where you can fax and mail your complaint to a P.O. Box. Suggest copying the CEO on it to clue CEO in on potential liability of unethical processes and agents. Maybe report to licensing board.

IMPORTANT! If you resign, New York Life will come after your already paid commissions, send a debt collector after you before coming to you, then they write-off alleged debt as a business loss.

The way to get to them is through their deep pockets, a Class Action law suit!