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Business Profile

Insurance Companies

New York Life Insurance Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 335 total complaints in the last 3 years.
    • 111 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 keep getting mail to my home address multiple times. I am not interested in buying life insurance company

      Customer Answer

      Date: 10/12/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *****************************



       

    • Initial Complaint

      Date:09/25/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 July 17, 2023 I submitted a disability claim request for work related health issues. Over the past two months, I have provided additional information about this issue which has included medical records, treatment plans and doctor's notes from my primary care physician and, seperately, a medical team at a rehabilitation facility.Since then, I have received conflicting information from "advocates" via chat on all issues related to my claim, including status, determination and timeline. As recevently as an hour ago, an advocate apologized for the incorrext information I received yesterday.I have left repeated voicemails, spoke once with my case manager in the entire 2 months since the claim was opened, escalated my requests, received one call from a supervisor over 5 weeks ago who assured me I would have a decision by the end of the week - this was mid-August.I understand I now have 2 case managers, with no evidence of any progress being made on my claim. I'm sick and the uncertainty of this has put even more strain on my family when we're already vulnerable. I have documentation of every chat transcript that I've had which I can compile if helpful which show a daily pattern of misinformation, zero accountability and no recourse for correction.

      Customer Answer

      Date: 09/26/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *******************



       

    • Initial Complaint

      Date:06/28/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      This is in reference to:Policy No. FLK-******* Incident No. ************ About 3 weeks ago I filed for this claim. Last week I left a voicemail with the agent who is handling my claim and I never received a call back. I would appreciate any information regarding the status of my claim.

      Customer Answer

      Date: 06/28/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***************************



       

    • Initial Complaint

      Date:06/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 went on maternity leave 04/05/2023 and had my child 04/06/2023 and was discharged from the hospital on 04/07/2023 I was told by my employer not to file my short term disability claim until 9 days after having my baby. I ended up having other medical issues after delivery and wasnt able to send in my paperwork to start my claim until 04/20/2023. There was no response from New York life for a couple weeks so I called them and was told they needed an authorization to get my medical records so I went through the automated release authorization. 1 week later I called to check on the status of my claim and was told they hadnt even started the process because I hadnt called in to tell them I had the baby (which i had done in the previous phone call) since then I have called once a week or have been communicating with a representative through the online chat at least once a week.. Every single time I contact New York life insurance I get a completely different answer on what is going on with my claim. It has been 6 weeks since I initially sent in the paperwork to start this process and I have yet to get any payment and they have yet to even start the process of the claim. I have been told they have all the information they need to process the claim twice now and that my claim manager was *******, and then I call to check the status again and I am told they havent received the eligibility information or amount information from my employer to even request the medical records yet. I am just wanting this process resolved and my 6 week maternity leave pay I am entitled to. I have missed payments on bills and late fees due to this issue taking so long.

      Customer Answer

      Date: 06/06/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***************************



       

    • Initial Complaint

      Date:05/23/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a std claim with a start date of 03/14/2023 with a end date of 05/09/2023 my doctor sent in my medical records on 05/13/2023 which process on 05/16/2023 I have called my caseworker multiple times once on 05/11/2023 no response left a voicemail and requested a call back/she never responded call back on 05/17/2023 left voicemail and requested another callback and left voicemail of whats going on no response. My claim is being missed handle by my claim manager since day one .I have place multiple complaints to upper management no response or callback .I have this problem Every-time my doctor send in my medical records for my claim to be completed .No representative can help or answer any of my question either I get hung up on or transfer to my claim manager voice mail and she hasnt responded at all.

      Customer Answer

      Date: 05/23/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved for the moment.

      Sincerely,

      *********



       

    • Initial Complaint

      Date:03/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      The first time I contacted the company about the cancelation of the policy was 01/20/23. The representative told me to fill out the form. Which I did. I got a small refund, no statement of the cancelation. Yet I've been charged for the policy from every paycheck since. I contacted the company the second time - another representative told me that it was cancelled and I would receive a cancelation conformation, and won't be charged anymore for the policy, Today I've been charged again. Still no conformation of cancelation

      Customer Answer

      Date: 03/03/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *******************************



       

    • Initial Complaint

      Date:01/03/2023

      Type:Product Issues
      Status:
      Resolved
      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 broke my leg 10/20/22 and on 10/28 underwent surgery (plate and 7 screws). I saw my doctor on 11/10 and he put a full cast on my leg. On 12/12 he removed cast and now I use a boot but zero weight allowed on my leg (still in crutches). He also gave me a letter with an estimated 01/29 return to work date pending recovery process.NY Life GBS (group benefit solutions) attempted to end my benefits on 12/21 claiming they did not receive chart progress notes they faxed to my doctor on *****. I contacted my doctor and they responded/refaxed (twice) Medical Request Form/chart notes on 12.14.In another incident, NY Life claiming that they did not receive a response for chart notes and medical plan they faxed my doctor 12/14. They ended my benefits as of 12/25. They send me two letters dated 12/13 and 12/15. NY Life did NOT post those letters on their website. There is no way for me to know about them till I physically received them (both of them) on 12/23 (I took pictures of their website). Tuesday 12/27 (Monday Holiday) I went to my doctor and they filed out chart notes form and faxed it to them on Friday 12/30.It was not easy to work with NY Life: Every time I call them (once every **** days or so), I am on hold ***** min and I do not reach the right person. Usually I leave a message and no one calls me back.****** is senior case manager on my case. No email or extension to reach her (or for anyone from NY Life). Only communications are phone calls. I left her a message on two different occasions without any response from her side.I did all what was asked from me. Not sure how NY Life can end my benefits (STD short term disability) with documents in their hand that still I can put zero weight on my leg. Could you please help?************************* DOB 07/21/1962. Phone ************. My doctor: *************************** (orthopedic surgeon) (phone ************)NY Life GBS Leave Solutions Phone # ************ STD Incident # ********

      Customer Answer

      Date: 01/04/2023

      Better Business Bureau:

      Today i noticed that my short term disability has been approved till January 22. I hope later they will extend it to January 29, but it is a good start. Thank you for your help.

      i have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *************************



       


    • Initial Complaint

      Date:12/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 mother unexpectedly passed away on August 28th. She has a life insurance policy through New York Life via her employer in which I am named a the beneficiary. I filed the initial claim on October 3rd. On October 26th I had not heard anything from the company. I called and was on hold for over two hours before being able to leave a voicemail. I then called back on October 28th and left two messages. On October 31st my voicemail was returned stating they needed more documentation and that once it was received that the claim would be settled. I sent over the missing documents the same day. On November 28th I called and left several voicemails and then on November 29th I spoke to a representative who stated they had all documentation needed and that I would be receiving a check the next week. On December 8th I called to follow up as I hadn't received anything. I once again spoke to a representative that stated she had just recieved the needed documentation needed and would settle the claim on Monday December 12th. I then called to leave a voicemail with a supervisor who has yet to call me back regarding the misinformation received about my claim.

      Business Response

      Date: 12/09/2022

       Pleas note that we are unable to identify any New York Life policies with the beneficiarys information.  Please provide us with the owners information so we may initiate an investigation.

    • Initial Complaint

      Date:11/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 2022-11-14 I attempted to complete a medical survey for disability insurance coverage. Unfortunately, the ***** website for this purpose shut down without an explanation. It appears there is a ****** cookie issue. However, there is no way I can reach *****. On the phone there are 30+ minute wait times and the system simply hangs up. ***** needs to make sure their systems are up and running.

      Customer Answer

      Date: 11/15/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***************************



       

    • Initial Complaint

      Date:11/07/2022

      Type:Billing Issues
      Status:
      Answered
      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 Sept. 21, 2022, my bank account was charged with an amount of $52.44 by New York Life Insurance. I was told by my agent thru text on Oct 4th that I will get refunded but until now Im still waiting for it. This company was pretty fast on taking your money but taking their sweet time refunding customers. This is so ridiculous! Actually, my wife has the same issue. I just hope that BBB will be able to resolve this. Thanks BBB!

      Business Response

      Date: 11/18/2022

      Please know that we have reviewed the concerns raised by ****************** a** have responded to our customer directly to address and resolve this matter. It was determined that the agent delayed canceling coverage to allow an opportunity to conserve the business due to the family being long term clients.   ********************, I trust this information is helpful in your investigation.Please let us know if any additional information is needed.On behalf of New York Life,

      Customer Advocacy Team

    New York Life Insurance Company is NOT a BBB Accredited Business.

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