Innovation

New York Life partners with Empathy to offer seamless experience for beneficiaries.

What: New York Life Group Benefit Solutions, our group insurance business, has launched the phased rollout of a digital portal for employer-sponsored life insurance claims. The tool simplifies the experience for both beneficiaries and employers by gathering the information most relevant for a claim and expedites the delivery of the information through a secure digital platform. The portal also connects to beneficiary resources to support those coping with the death of a loved one.

Why it matters: Life insurance claims in the employee benefits space can be intricate given an employer, beneficiary, and insurance carrier each have a part to play in collecting required documents and facilitating a claim. This new claims portal consolidates three separate processes into one seamless experience for beneficiaries and employers.  

Benefits to employers:

Our new digital claims intake enables:

• A fully digital benefits experience for both the employer and the beneficiary, with a dual claim initiation process. This means that the tool automatically sends a notification to the employer if a beneficiary submits a claim, or a notification to the beneficiary if the employer initiates the claim process.
• A streamlined collection of claim information and documentation, eliminating the typical back and forth between the employer and the beneficiary.
• Immediate email confirmation of the claim submission to the beneficiary, with an option to download the information they’ve submitted.
• Automated follow-up if critical information is not completed within a specific timeframe, speeding up claim decisions.

The Bottom Line: “Our new digital claims portal eases the administrative burden at a time when filing paperwork is often the last thing on the mind of someone grieving,” said Kristina Welke, vice president and head of product for New York Life Group Benefit Solutions. “This effort is one piece of ongoing enhancements to the beneficiary experience and aligns with our vision and purpose to deliver service excellence in the moments that matter and to be there when our policy owners need us most.”

Go Deeper: To bring this solution to market quickly, NYL GBS partnered with New York Life Ventures and New York Life partner Empathy. Together, NYL GBS, New York Life Ventures and Empathy assembled a nimble working team of designers, product managers, and claim subject matter experts who worked closely to iterate on the tool and bring this new digital solution to life.

New York Life Group Benefit Solutions products and services are provided by Life Insurance Company of North America and New York Life Group Insurance Company of NY, subsidiaries of New York Life Insurance Company. Life Insurance Company of North America is not authorized in NY and does not conduct business in NY.

Empathy is not affiliated with New York Life Insurance Company or any subsidiaries and provides services at no cost to you. The use of this service is optional. This program is not available under policies issued by New York Life Group Insurance Company of NY and policies delivered in Washington that are issued by Life Insurance Company of North America (LINA).

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