Frequently Asked Questions About Service

Service FAQs

This page is designed to address commonly asked services questions posed by current customers regarding our various products lines. Please click on the service area of interest to you.

Annuities - Life Insurance - Mainstay Mutual Funds

Annuities

How can I obtain my current annuities account information?
Visit the Virtual Service Center.

Why do I receive a "page cannot be displayed" error when I attempt to access my Life Insurance or Annuity account on the Virtual Service Center?
If you receive a "page cannot be displayed" error, there's a chance your browser does not contain 128-bit encryption. For your protection our service web site requires that your browser be 128 bit-encrypted. If your browser is not 128-bit encrypted you will need to upgrade to a more secure browser.

If you are using Internet Explorer 5.0x or below you can check the encryption level by selecting "Help" then "About Internet Explorer" from the top toolbar. It should state: "Cipher Strength: 128-bit." If it states "Cipher Strength: 40-bit", you will need to visit the Microsoft Web site to download a browser that is 128-bit encrypted. The browser you download may vary based on your operating system and must contain the proper system requirements as specified by Microsoft.

If you are using Netscape 4.7x or below you can check the encryption level by selecting "Help" then "About Netscape (Communicator)" from the top toolbar. It should state in bold: "This version supports U.S. security" which indicates it is 128-bit encrypted. If it states "This version supports international security", the browser only contains 40-bit encryption, and you will need to visit the Netscape Web site to download a browser that is 128-bit encrypted. The browser you download may vary based on your operating system and must contain the proper system requirements as specified by Netscape.

How do I make a change to my annuity? (change my beneficiary, change my address, file a death benefit claim, etc.)
Visit the Virtual Service Center to download the necessary forms for your needs.

How can I change my name on an annuity contract?
To change the name on an annuity, the current contract owner must send a signed Name Change Request form, a written request, a copy of a marriage certificate, or other court document with the necessary information to the Service Center.
Visit the Virtual Service Center to download a Name Change Request Form. Click on the Service Form Library to select the appropriate form for your area and policy.

How can I withdraw funds from my annuity?
Visit the Virtual Service Center or contact a Customer Service Representative by calling: (800) 695-4331.

How do I make a payment for my existing annuity?
Visit the Virtual Service Center or contact a Customer Service Representative by calling: (800) 695-4331.

How can I get the unit value of my annuity funds?
Visit the Fund Values page to see the Accumulated Unit Values for the funds in your annuity.
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Life Insurance

How do I access my account or policy information online?
Visit the Virtual Service Center to view and service your policy or account.

Why do I receive a "page cannot be displayed" error when I attempt to access my Life Insurance or Annuity account on the Virtual Service Center?
If you receive a "page cannot be displayed" error, there's a chance your browser does not contain 128-bit encryption. For your protection our service web site requires that your browser be 128 bit-encrypted. If your browser is not 128-bit encrypted you will need to upgrade to a more secure browser.

If you are using Internet Explorer 5.0x or below you can check the encryption level by selecting "Help" then "About Internet Explorer" from the top toolbar. It should state: "Cipher Strength: 128-bit." If it states "Cipher Strength: 40-bit", you will need to visit the Microsoft Web site to download a browser that is 128-bit encrypted. The browser you download may vary based on your operating system and must contain the proper system requirements as specified by Microsoft.

If you are using Netscape 4.7x or below you can check the encryption level by selecting "Help" then "About Netscape (Communicator)" from the top toolbar. It should state in bold: "This version supports U.S. security" which indicates it is 128-bit encrypted. If it states "This version supports international security", the browser only contains 40-bit encryption, and you will need to visit the Netscape Web site to download a browser that is 128-bit encrypted. The browser you download may vary based on your operating system and must contain the proper system requirements as specified by Netscape.

How can I find out if my deceased relative had life insurance with New York Life?
Try our Unclaimed Funds Finder or contact a Customer Service Representative by calling: (800) 695-4331 or email a rep by clicking here.

How do I change a beneficiary?
Visit the Virtual Service Center to download a Change of Beneficiary form. Click on the Service Form Library to select the appropriate form for your state and policy.

I have changed my name, how do I update this information?
To change the name on a policy, the current policy owner must send a signed form, a written request, and a copy of a marriage certificate or other court document to the Service Center.

Visit the Virtual Service Center to download a Name Change Request Form. Click on the Service Form Library to select the appropriate form for your state and policy.

How can I update my home address?
Call (800) 695-4331 and provide the policy number and old and new addresses or send a written request, which includes the same information, or email a rep via the Virtual Service Center.

How can the ownership of a policy be changed?
To change the ownership of a policy, the current policyowner must fill out a Transfer of Ownership/Designation of Successor Owner form (obtained from the Service Center) and return it to the Service Center.

Visit the Virtual Service Center to download a Transfer of Ownership/Designation of Successor Owner Form. Click on the Service Form Library to select the appropriate form for your state and policy.

What are my different options for paying premiums?
There are several ways to pay your premiums:
- You can set up an automatic payment service by signing up for Check-O-Matic; click here to sign up
- Call (800) 695-4331 to speak to a customer representative
- Contact a service rep for the payment address and information via email
Please note if you pay your premium other than annually, the total premium paid each year will be more than the annual premium.

What is Check-O-Matic?
This is a mode of payment in which premiums are paid monthly by deducting the money directly from a policyowner's bank account. This can be initiated by filling out a Check-O-Matic (C-O-M) Request Form with the necessary information and returning it to the Service Center.
Any time it becomes necessary to change the bank information, the policyowner must fill out a new form and return it to the Service Center.

How do I change my banking information for my Check-O-Matic payments?
The policy owner must fill out a new form previously obtained from the Service Center with the necessary information and return it to the Service Center.
Contact a Customer Service Representative by calling: (800) 695-4331 or email a rep by clicking here to request a form. You can also download the form from the Virtual Service Center forms library.

How do I take out a loan on my policy?
Generally, a permanent life policy owner can request a loan by calling a Service Center. However, in certain instances, a loan form or written request signed by the policyowner will be required. Please remember a policy loan accrues interest and will reduce the death benefit.
Contact a Customer Service Representative by calling: (800) 695-4331 or email a rep by clicking here to request a loan and for more details.

How do I cancel my policy?
Contact a Customer Service Representative by calling: (800) 695-4331 or email a rep by clicking here.

What should I do if I can't pay my premiums?
You should notify the service center right away. Contact a Customer Service Representative by calling: (800) 695-4331 or email a rep by clicking here. You may also want to read the article, When You Can't Pay Your Insurance Premium.
How do I make a payment to the Option to Purchase Paid-Up Additions (OPP) rider on my policy?
The OPP rider is a good vehicle to use for increasing a policy's cash value and death benefit. It gives the policyowner the right to purchase paid up life insurance on the insured, and at the same time, increase the cash value.
If you have this rider on your policy and you would like to make a payment on it, you need only send a check or money order with the policy number and "OPP Payment" indicated on it. Contact a service rep for the payment address and information via e-mail.

If you are not sure if this rider is on your policy, you need to contact your agent or customer service office.

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Mainstay Mutual Funds

Can I automatically access my accounts online?
If you are invested in MainStay Funds, you automatically have online account access. To get started, all you have to do is create a Personal Identification Number (PIN).
How do I create a PIN?
Click on Create a PIN (accessible from the Account Login page ) and enter the following information:
- Social Security Number or Tax Identification Number
- Account Number from your statement (for most accounts, this is an eight-digit number that appears after the first hyphen)
- A unique PIN (four to eight characters)
- Verify your PIN by re-entering it
Where can I locate my account number?
Your account number can be found on both your quarterly and transaction confirmation statements. Depending on which type of statement you have received, your account number is either eight digits after the first hyphen (see A) or located in a stand-alone Account No. box (see B).
Will my PIN change?
Your PIN will never automatically change. Your PIN will only change if you decide to change it.
How do I change my PIN?
Click on Change PIN (accessible from the Account Login Page) and enter the following information:
- Social Security Number or Tax Identification Number
- Account Number from your statement (for most accounts, this is an eight-digit number that appears after the first hyphen)
- Your current PIN
- Your new PIN (four to eight characters)
- Verify your PIN by re-entering it
What should I do if I forget my PIN?
If you forget your PIN, call our toll-free number at 1-800-MAINSTAY (1-800-624-6782), from 8:00 a.m. - 6:00 p.m. Eastern time. A shareholder services representative will reset your PIN. Once the PIN is reset, you will need to create a new PIN.
How do I get the cost basis for each of my Funds?
From the Manage Account page, click on View Cost Basis under Account Options or call 1-800-MAINSTAY (1-800-624-6782). Note that cost basis is only available for most non-retirement accounts. It is not available for accounts established prior to 1987 and certain other accounts.

What types of account information can I view online?
With My Accounts, you can:
- View information on all of the MainStay accounts in your portfolio-shares owned, daily NAVs, net reinvestment share amounts, cash distribution amounts-as well as the total value of your portfolio.
- Manage your account through a number of options¹, such as:
^{1 Account options available depend on the Fund you are invested in and the options you have selected on your account application.}
Why are some account options only available with certain Funds?
There could be a number of reasons. Account options, such as purchasing additional shares, requires you to provide bank information in advance. Also, some Funds inherently have certain features. Only MainStay Money Market Fund has a check-writing capability and, therefore, is the only Fund for which you can request additional checks. Finally, certain options are available on a seasonal basis. Tax forms are generally available from January 30 through November 30 of each year. If you would like to add available options to your account, please call us toll-free at 1-800-MAINSTAY (1-800-624-6782), from 8:00 a.m. - 6:00 p.m. Eastern time.
How often is my account information updated?
Share prices (NAVs) and account balances are updated daily. Cost basis information is updated weekly.
How do I check account balances?
You can check the total value of your account on the My Portfolio page.
Where can I view the total value of my portfolio?
You can check the total value of your portfolio on the upper right hand corner of the My Portfolio page.
How do I check the status of my transactions?
To view your transactions, go to the View Account History page. Transactions will generally appear on this page the day after the trade date.
Why can't I sell (redeem) shares online?
For security purposes, MainStay requires either a written request by all shareholders on the account or that one shareholder calls to make the request on our toll-free number, 1-800-MAINSTAY (1-800-624-6782).
Why can I only order checks on certain accounts?
This feature is only available with money market funds. Therefore, you can order checks for MainStay Money Market Fund.

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Click here to get answers to other questions you may have about other products, this site and more.

Consult a Life Insurance Agent
At no charge to you, a New York Life agent — professionally trained and experienced — can help you analyze your needs and recommend appropriate solutions through insurance and financial products and concepts. Request a no obligation review with a New York Life agent.

This material is being provided for informational purposes only. Neither New York Life nor its agents provide legal, tax or accounting advice. Please contact your own advisors for legal, tax and accounting advice.

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