PegaWorld 2025: New York Life Transforms Claims Experience with Pega Customer Service (Presentation)

Learn how NYL leveraged Pega Customer Service to transform the claims experience for beneficiaries, agents and service professionals. Digitizing and simplifying the experience reduced operational inefficiencies for service professionals so they can focus on supporting beneficiaries through a difficult time. Agents and beneficiaries can now submit and complete claims online enabling straight through processing and reducing call volume. Automation of correspondence, payment and other activity has significantly improved operational efficiency and service level compliance.