Guide to Filing Voluntary Benefits Claims on myNYLGBS.com

NEW YORK LIFE GROUP BENEFIT SOLUTIONS Log in to myNYLGBS.com, then, on your home dashboard, click “Get Started” in the blue “File a Claim” box. A pop-up will appear. Click “Start a New Request”, then “Next”. If you need to save your claim and come back later, you can do so at any point in the process by clicking the “Save and Exit” button at the bottom of your screen. To return to your claim, log in within two weeks, click the “Get Started” button, then select “Continue Previous” from the pop-up. Next, review your personal information, choose if you would like to receive text and/or email alerts, and then click “Continue”. Note: If any of your personal information needs to be updated, please contact your employer to do so. To file a Voluntary Benefit (Accident, Critical Illness or Hospital Indemnity Insurance) claim, select the “Voluntary Claim” tile, then click “Continue”. Eff. 01/2024

Note: The tiles shown are based on the product(s) offered by your employer, so you may see just one tile, or if your employer offers a Health Screening Benefit with their Voluntary Benefit product(s), you will see a Health Screening Benefit tile too. Take a moment to review the “Before You Begin” page, which will give you an idea of what to expect as you move through the claim process, then click “Continue”. On the “Choose Your Claim Type” page, select the tile that best describes your claim event, then click “Continue”. Note: When you have a life event, you only need to file one claim. If you are eligible for other benefits, we will apply those during our claim review. You will be asked a few questions about your event. Complete the required fields, then click “Continue”. Next, carefully review your claim’s details, making sure to hit the “+” signs, so you can see the full details of each section. If changes need to be made, click the “Edit” button, make your updates, then hit “Continue”. Take a moment to review the fraud warnings, then click “Submit”. Go to page 3 to learn more about how to upload supporting documents and enroll in direct deposit, as well as next steps. To file a Health Screening Benefit claim, select the “Health Screening Benefit Claim” tile, then click “Continue”. Eff. 01/2024

Take a moment to review the “Before You Begin” page, which will give you an idea of what to expect as you move through the claim process, then click “Continue”. You will be asked who the claim is for, what screening was completed and when. Complete the required fields, then click “Continue”. Next, carefully review your claim’s details, making sure to hit the “+” signs, so you can see the full details of each section. If changes need to be made, click the “Edit” button, make your updates, then hit “Continue”. Take a moment to review the fraud warnings, then click “Submit”. Once your claim is submitted, you have the option to upload supporting documentation for your claim. If you don’t have it ready, you can always come back and upload it later. Note: No supporting documentation is necessary on Health Screening Benefit claims. Additionally, if you are eligible for paid benefits, you can enroll in direct deposit on this page. Finally, click “Continue to Confirmation”. On the claim confirmation page, you will find your claim number and details around what to expect next. You can also download your completed claim form from this page. Eff. 01/2024

To check status, view messages or take another follow-up action on your claim, log in to myNYLGBS.com. For a quick snapshot of your claim status, click the “Claim Status” tab and scroll to your claim. For additional claim details, click “View More Claims”; this will take you to your “Claims History” page. Choose the claim you want to view. This will open your “Claim Timeline” tab, which provides a visual of your claim, including plan type(s), status and claim dates. From this page, you can also click into any of the available tabs (“Claim Timeline”, “Actions”, etc.). The “Actions” tab provides a list of actions you can take that are driven by the type of claim you have. This will include the ability to do things like upload a document and update your contact information. To upload a supporting document to your claim, click the “Upload a Document” link on the “Actions” tab, then select and upload your file. Eff. 01/2024

To cancel your claim, click the “Cancel Claim” link on the “Actions” tab, choose the claim you are cancelling and provide a brief message about why you are cancelling your claim. To receive text alerts about your claim, click the “Opt in to Text Messaging” link on the “Actions” tab and enter your mobile phone number. To share updated contact information, click the “Update Your Contact Information” link on the “Actions” tab, then choose the claim the update applies to and add your updated contact information to the free-form “Message” section. The “Messages” tab is where you can see messages from NYL GBS that are tied to this claim, such as information we need from you. If you are eligible for paid benefits, you will receive a message noting you can enroll in direct deposit. Click the “Electronic Fund Transfer (EFT) form” link and complete the form to sign up to have any eligible paid benefits directly deposited into the noted bank account. Eff. 01/2024

The “Documents” tab is where you can view letters NYL GBS has sent to you and the documents you uploaded, specific to this claim. The “Claim Details” tab is where you can review the specific details of your claim, such as payments, plans, and start and end dates, as applicable. Everyone learns differently. To meet those needs, we have created a few ways and places on myNYLGBS.com to educate you about the products you may carry. One way to do this is to go to your home dashboard and click the “Coverage Information” tile. On the “Coverage Information” page, click the respective section to learn more about the coverage you may carry, the additional programs included with your coverage and our parental leave-planning tool, myLeaveGuide. , To learn more about what the claim process is like or what happens after you file your claim, go to the home page and open the “Claim Tips & Forms” section, then click the “+” to expand the “Claim Tips” section. Eff. 01/2024

Another way to learn about your benefits is during the claim process. Once you get to the “Pick your Claim Path” page, click the “Learn more” button on any of the available tiles. A pop-up will appear with key product information, like how benefits can be used and a real-life example. You can review the type(s) of supporting documentation you will need to file your claim two ways. One way is from your home dash via the “Claim Tips & Forms” section. Simply expand the “Claim Tips” section, then expand the “Before You File a Claim” section, and finally, click the link for the type of claim you are filing. You can also review this information following submission on the “Upload Documents & Enroll in Direct Deposit” page (scroll down to “Examples of supporting claim documents”, then select the applicable claim experience). For example, if you filed a claim due to an accident, you would go to the “Illness or Injury” section to view the types of supporting documentation that could support your claim. To download a specific claim form or document, go to the “Forms & Information” section on your home dashboard. Click the “+” in the “Forms & Information” section to see the forms associated with the various products, then select the respective document to download it. Once completed, you can upload the form to your claim, or mail or fax it to us. Eff. 01/2024

Everyone has their personal preferences for how they like to connect with us, whether that is via click-to- chat, over the phone or through one-way messaging. On your home dashboard, go to the “Contact Us” tab to learn more about how to get a hold of us via your preferred channel. This information also appears on your claim confirmation page in the “Have questions?” section. Eff. 01/2024