Case Study

New York Life: Standardized, Scalable Business Processes

Innovative Long-Term Care Insurance (LTCi) provider New York Life Insurance needed to standardize technology and make processes scalable to address current and future new business-related activities including information entry, application processing and underwriting, as well as supporting future LTCi claims management processes. With a focus on reinventing and streamlining processes, the company chose Pega for its ability to track and manage case complexities while providing a holistic view of the process.

Business Goals:

  • Standardize disparate technology
  • Develop cohesive, scalable processes to operate the business
  • Cut costs, processing time & minimize future costs
  • Reduce paper backup file dependencies


  • Shorter timeframes for new business processing
  • Lower dependency on hard copy documents, manual processes
  • Reduced development & implementation time for new business solutions
  • Minimized training time with intuitive, feature rich interface
  • Extensive reporting


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