Mutual of Omaha Long Term Care Insurance Reviews

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About Mutual of Omaha Long Term Care Insurance

Pros
  • Variety of policy options available
  • Adequate long-term care coverage
  • Strong value for money
Cons
  • Poor communication from the company
  • Delays in payment processing

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Mutual of Omaha Long Term Care Insurance Reviews

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    How do I know I can trust these reviews about Mutual of Omaha Long Term Care Insurance?
    • 4,662,544 reviews on ConsumerAffairs are verified.
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    • Our moderators read all reviews to verify quality and helpfulness.
    Page 1 Reviews 0 - 10
    Customer ServiceCoverageStaff

    Reviewed March 31, 2025

    Horrible customer service. I phoned to have someone walk me through my policy to clarify and answer questions. A woman named Melody made up answers that were totally inaccurate. I don't know if she was just being disrespectful and wanted to get rid of me or if she felt no shame in lying. I had a feeling that she gave me false information, so I called back. I spoke to a woman named Cassandra. She assured me that she would have a manager call me back. I never heard back from a manager. I just phoned again, and the woman I'm speaking with said that there was never a request put in for a manager to phone me. Disgraceful service! If I could do it over, I would definitely NOT use Mutual of Omaha Long Term Care insurance.

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    Customer Service

    Reviewed March 28, 2025

    I am so frustrated. My mom has been paying her premiums for her long term care insurance now for many years. She now has Alzheimers and has an in home caregiver to help with her ADL's. We submitted a claim a year ago but had a lot of hoops to jump through. We paid to get her caregiver certified as a CNA so she would qualify as her independent provider and paid for the training. She got her certification last Nov. We submitted all of the required records and paperwork. We submitted all of the caregiver's time sheets since her certification. I got someone on the phone about a month ago who couldn't understand why the claim isn't being paid. They told me someone would call me back.

    I have been calling every day for the past several weeks and have not been able to get a person on the phone. I have sat on hold for 7 1/2 hours the past two days waiting for a human being. Yes, you read that correctly... seven and a half hours on hold. I spent 1 1/2 hours on hold yesterday, 2 1/2 hours on hold this am, another 2 hours earlier this afternoon and another 1 1/2 hours just now and no one ever picks up. I sent two emails asking for someone's help and attached screenshots of how long I was on hold.

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    Mutual of Omaha Long Term Care Insurance
    Response from Mutual of Omaha Long Term Care Insurance

    Thank you for taking the time to provide a review. Please accept our apologies for the poor customer care you have experienced. We take your concerns seriously and would like to look into this further. Please email your name, phone number and the best time to reach you to customercare@mutualofomaha.com.

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      Customer ServicePrice

      Reviewed March 7, 2025

      We called Mutual of Omaha twice within an hour and ask them about our benefits with our long-term Healthcare policy got interest twice within 1 hour. We then called and stated that we were told differently under a recorded conversation and they made it to us that they have made errors with two consecutive phone calls. It was an error of $80,000 with the shared spousal benefit and we are now debating whether to continue our policy with them. Buyers beware.

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      Mutual of Omaha Long Term Care Insurance
      Response from Mutual of Omaha Long Term Care Insurance

      Thank you for taking the time to provide a review. We take your concerns seriously and would like to look into them further. Please email your name, phone number and the best time to reach you to customercare@mutualofomaha.com, and one of our customer care associates will be in touch.

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      Customer ServiceStaff

      Reviewed Feb. 5, 2025

      My mother has been paying into her policy for about 10 years. Due to multitude of physical and mental decline, she is unable to care for herself. We applied for a claim over 6 months ago and it is still in "review". My parents have been paying out of pocket for 9 months for home care. We knew there was a 90 day waiting period, but we surpassed that 90 days 6 months ago!

      Every time we call, a concerned and understanding representative says "Oh that's so frustrating, I'm so sorry. But, I am not able to look into this, so I will need to get a claims specialist to call you back within 2 business days." We've called about 10 times in the past 3 months and have never received a call back. I am not one to file lawsuit, but it has come to that, and we will be getting an attorney involved.

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      Response from Mutual of Omaha Long Term Care Insurance

      Hello. Thank you for taking the time to provide a review. We’d like to look into this further. Please email your mother's name, policy number, preferred contact information and the best time to reach you to customercare@mutualofomaha.com, and one of our customer care associates will be in touch. We look forward to speaking with you.

      CoveragePriceStaff

      Reviewed Jan. 15, 2025

      Buyer beware!! Read carefully the 1 star reviews on this forum. My wife who just completed her 2nd round of chemo was (we thought) a candidate for a claim after paying nearly $40000 over the course of 16 years. When we tried to initiate a claim we were challenged with a list of "qualifiers" longer than constitution and the bill of rights. After laboriously wading through the multitude of questions, we proceeded to the medical professional verifications that required all releases of all medical records for the previous 2 years. The company also needed physician statements justifying the need for the claim. I understand these needs.

      No one should perpetrate fraud even on a multi billion dollar (51+ billion 2019) company. The kicker for me was when I was told I would have to provide 60 continuous days of PROFESSIONAL home health care before the policy picked up the responsibility. We live in a remote area where finding a professional home health aide is difficult at best at a cost of an average $21 per hour. 8 hrs * $21= $168 dollars per day x 60 days = $10,080 in additional cost!!!

      Now let's see. We have just ran the gauntlet of 5 years medical and pharmaceutical cost on a retired fixed income, and now the "policy" we thought might be some relief is essentially out of reach. When I queried the agent about the closing the policy and (because there was never a claim) reclaiming some of the monies I was told if I closed the policy I would lose everything, there was no recourse to recovering the money. When I asked where the monies were the representative informed me they were held in my policy.

      Friends I was never told by the agent about the "additional responsibility". If I had been I would have rethought the policy; either paying an additional charge to get the cost of the homecare waived, or perhaps forgone the policy completely. Shame on you Mutual of Omaha. Shame on this multibillion dollar behemoth for playing games with people's well being and finances. If you want to purchase a "feel good policy" that's not worth the paper it's written on....Be my guest. I plan to try to make some noise about their practices. If you as a consumer know of others who have been mislead or mismanaged you can contact me at **. Who knows maybe somewhere in this mess there is a class action suit.

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      Customer ServiceCoverage

      Reviewed Dec. 11, 2024

      They do not pay claim. My mom is terminally ill in critical condition. They require her signature to get medical records for a long term care claim, even though the doctors provided Certificate of Terminal illness. Also the hospital said they would release records to the insurance company. They have delayed intentionally for over 3 months while my mom needs hospice care. It is obvious that Mutual of Omaha is delaying so that my mom will die before they have to pay the claim. She paid premiums of $500 a month for about 10 years. They funnel customer care and claims through one phone number, and they clearly train their representatives to give the runaround. It is intentional, and this insurance is no good.

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      Mutual of Omaha Long Term Care Insurance
      Response from Mutual of Omaha Long Term Care Insurance

      Thank you for taking the time to provide a review. We’d like to discuss this further. Please email your name, phone number and the best time to reach you to customercare@mutualofomaha.com.

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      Customer ServiceStaff

      Reviewed Dec. 3, 2024

      My wife needed 24 hour care for a week in July. I called and turned in a claim on her long term care insurance. Four months later I was finally contacted by Teresa **, a manager, that Jan did not qualify due to the length of the need. If anyone of the agents had told me that in the four month our doctors, home health care professionals and myself would not have spent hours on this. Just horrible communication from Mutual of Omaha. Never returned phone calls, would not or could not explain policy. Just very poor customer service.

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      Mutual of Omaha Long Term Care Insurance
      Response from Mutual of Omaha Long Term Care Insurance

      Thank you for taking the time to provide a review. We would like to look into this further. Please email your name, phone number and the best time to reach you to customercare@mutualofomaha.com. We look forward to speaking with you.

      Customer Service

      Reviewed Oct. 29, 2024

      I am currently enrolled with MoO LTC but have not used it yet so can't speak to that. What I have used is their online portal and payments system. I can confirm, as another reviewer says, that these are from the last century. They use snail mail to communicate not email, or you have to call on telephone. It takes 10 days to process changes on the portal, and then these are notified by snailmail! These reviews scare me. But with the investment already made in their LTC, it is not possible to change unless anyone can suggest how to do this?

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      Mutual of Omaha Long Term Care Insurance
      Response from Mutual of Omaha Long Term Care Insurance

      We apologize for any inconvenience you’ve experienced with our online portal and payment system. We are committed to improving our digital services to provide a more efficient and user-friendly experience for our customers. We appreciate your feedback and will use it to enhance our systems. If you have any specific concerns or need assistance with your policy, please email customercare@mutualofomaha.com. We're here to help. Thank you for your patience and understanding.

      Staff

      Reviewed April 8, 2023

      We are at the end of our rope with Mutual of Omaha Long Term Care. This includes the representative that continued to take the money. SHAME on you for the multiple denials & stringing us along with going back to the doctors 3 different times that have already provided the diagnoses! You are causing undue stress to a person who recently lost her husband of 60 years. He felt confident that he had plans in place if something happened. He believed the representative who rented a cruise boat to treat their clients & recruit new people. He has done nothing to help in this very serious situation. We may need to move our loved one in a facility that she has now adjusted to! All the while the representative assured us that she qualifies. This is the first step, next step we are contacting the attorney general.

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      Mutual of Omaha Long Term Care Insurance
      Response from Mutual of Omaha Long Term Care Insurance

      Hi, Vicki. Thank you for taking the time to provide a review. We take your concerns seriously and would like to look into this further. Please email your name, phone number and the best time to reach you to customercare@mutualofomaha.com, and one of our customer care associates will be in touch.

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      Customer Service

      Reviewed March 8, 2023

      I have been in healthcare 30+ yrs and have dealt with insurance companies. My wife was diagnosed with stage 4 brain cancer and is now progressively disabled. Most communication from the company is delayed by 2 weeks, including the initial paperwork. Every week I get written requests for more documents which have already been submitted. 6 weeks from my first phone call there is still no word on the claim (which given the diagnosis, is unambiguous and essentially every ADL is affected). We're out of pocket thousands because of this delay...nevermind how long it may take to actually get paid.

      We paid 10s of $ 1000s in premium for 10 yrs. The product looks good on paper but service is terrible. Clearly they have never heard of the internet which would allow timely and HIPAA compliant communication. But why would they want to spend our premiums on better service? The service is especially frustrating as they are dealing with families in crisis under intense stress facing often terminal diseases and functional degeneration. Great product on paper until you try to get paid. It is likely my spouse will die before this claim is approved.

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      Mutual of Omaha Long Term Care Insurance
      Response from Mutual of Omaha Long Term Care Insurance

      Hi, Timothy. Thank you for taking the time to provide a review. We take your concerns seriously and would like to look into this further. Please email your name, phone number and the best time to reach you to customercare@mutualofomaha.com, and one of our customer care associates will be in touch.

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      Mutual of Omaha Long Term Care Insurance author review by Matthew Brodsky

      Mutual of Omaha offers customizable insurance products, including life, long-term care, disability and Medicare supplements.

      • Quick access to benefits: Mutual of Omaha counts calendar days instead of service days during the elimination period.

      • Flexible insurance plans: Standard benefits include a waiver of premium and care coordination coverage. Choose from a variety of long-term care insurance plans with optional benefits like inflation protection and cash alternative payout. Individuals can buy coverage through their employer at a discounted rate.

      • In-home care options: Mutual of Omaha helps seniors and those needing long-term care needs maintain as much independence as possible by including in-home care and assisted living options

      • Additional products and services: Disability and accident insurance plans can help insure policyholders who are injured or disabled receive income during a long recovery period. Get insured against critical illness, cancer, heart attack and stroke. Mutual of Omaha also handles banking needs, life insurance, annuities and other financial planning.

      by Matthew Brodsky Insurance Advisor

      Matthew Brodsky is an established expert on insurance, having written hundreds of articles and other pieces of content on the subject, interviewed countless practitioners, and attended dozens of conferences and events. He served as an editor at industry magazine Risk & Insurance for six years.

      Mutual of Omaha Long Term Care Insurance Company Information

      Company Name:
      Mutual of Omaha Long Term Care Insurance
      Year Founded:
      1909
      Address:
      Mutual of Omaha Insurance Company Mutual of Omaha Plaza
      City:
      Omaha
      State/Province:
      NE
      Postal Code:
      68175
      Country:
      United States
      Website:
      www.mutualofomaha.com