NYL2 reviews

Finally a small win after a mess March 3, 2026

the online portal looked clean, the phone reps were polite, and I thought, great, this should be straightforward. Turns out polite and competent are two different things.
At first they told me they’d faxed a form to my doctor and were waiting on her. My doctor is always quick, so I got suspicious fast. I called the office and found out nothing had been sent. Okay. Then they told me my original claim had been put in the wrong category and canceled. I opened a new claim and suddenly there was a preexisting condition clause attached — despite me not having any visits in the window they claimed. I kept thinking, that can’t be right.
There were demographic mistakes on the claim too: wrong birth date, wrong job info, even employment status. The portal showed the wrong details and I couldn’t see the claim while they “corrected” it (24–48 hours each time). I couldn’t upload the e-signature with my bank info because the portal rejected it. I tried to send the form another way and was told no — they wouldn’t accept it by any other route. One rep refused to email anything. I could only get a first name for the customer advocate. I asked for a supervisor more than once and was told I was being transferred, only to end up back with the same person. It felt endless. Hours on hold, lots of “we’re sorry,” and no actual progress.
What finally changed was when my surgeon’s office agreed to send the completed form directly and confirmed it had been received. Four days later the portal showed movement. Someone with authority called me — actually a supervisor — and walked through the errors one by one and fixed the demographic stuff on the spot. That phone call was the moment I relaxed. They still dropped the ball a lot and it should never have taken that much pushing. But getting the confirmation, seeing the status update, and knowing payment was being processed? That mattered. I’m relieved, not thrilled. I’d say they’ve got to improve internal communication and transparency, but at least this time the end result was right.