New York Life Insurance Company
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They allow their chat reps to disconnect on their customers
My company just switched from Prudential to NYL. We’ve only used them for two weeks and their customer service has been HORRIBLE to work with. I’m having a baby any day and no one is clear on what needs to be done for my short term disability no matter how many times I chat or call. But the worst part of the entire experience is that they openly admitted they allow their chat reps to hang up on you if you ask too many questions! On 1/17 I live chatted with Gwynda C who rudely disconnected on me. I live chatted again and was told by Kerry Y that “if there is back and forth regarding a claim, we can disconnect the chat. The supervisors are aware of that as well.” There was back and forth because she was incompetent to answer my questions, and yet you allow your chatters to do this? I called in to ask for a supervisor, was told they have no idea who the chat supervisor is, and that I would get a call back later in the day. Surprisingly…I never got a call back. I have to continue to contact my HR at work since there is nothing else I can do to get a clear answer on how to get my short term disability payout. While Prudential did take a long time to pay out their claims, their process was clear and their customer service was 100% better. I would NEVER suggest any company use NYL for their employees.