Case Study: New York Life Insurance achieves standardized, scalable long-term care operations and faster new-business processing with Pegasystems

New York Life Standardized, Scalable Business Processes

New York Life’s long-term care insurance (LTCi) business faced growth constraints from fragmented, in-house systems, heavy paper dependence, and manual, nonstandardized processes that slowed application entry, underwriting and future claims operations. As a Fortune 100 insurer expanding its LTCi market, the company needed a scalable, integrated platform to standardize workflows, improve usability and shorten processing times.

The firm implemented Pega to deliver a single-view, feature-rich interface with case tracking, document scanning and legacy-system integration, plus reusable functions like agent validation and “edit‑on‑the‑fly” configuration. The result was faster transaction and development cycles, reduced reliance on hard-copy files and manual handoffs, lower training overhead, extensive reporting, and a flexible foundation to support future LTCi claims management.

New York Life Insurance

Kevin Kelly

Chief Information Officer, Long-Term Care Insurance Business