Mutual of Omaha Long Term Care Insurance Reviews

My bank and I have provided proof, which they have chosen to ignore, claiming either that they didn’t receive it or demanding endless new documentation. The excuses never stop. There is zero interest in rectifying their mistake, only in terminating my policy. After faithfully paying them thousands in premiums over the past 12+ years, they don’t care or listen to what customers have to say, what they provide or what they write and do not support their customers. While I was under the impression they were waiting for additional documentation, they instead mailed me a notice stating that my LTC policy had been cancelled. Their letter went on to say that if I wanted a new LTC policy, I could complete an application and all my medical records from the past 3 years would be reviewed.

Of course, I am now 13 years older than when I first applied. Though I’m active and in excellent health, it’s clear if they search medical records hard enough, they will find some reason to deny my new application. Their interest is on cutting future losses. It’s obvious they never intended to read or listen to anything I’ve provided. They’ve already decided they no longer want me as a customer. Better to drop me now after collecting thousands of dollars in premiums than risk the day I might actually need to file a claim and they’d have to pay out.

In the past month, I’ve spoken with representatives who seem trained to do just one thing: give customers the runaround. They all seem to read from the same script. Some acknowledge that it’s a shame what is happening to me but they are never able to do anything to help me and to reinstate my policy. This is the most unacceptable and unconcerned customer service I have ever encountered. Their goal seems clear: frustrate and exhaust customers until they simply give up and go away, beaten down with all the following up.

There are hundreds of negative reviews here that all say the same thing in one way or another. I am now left with no alternative but to escalate this further before it can be rectified. Mutual of Omaha does not deal with customers in good faith. Please save yourself the frustration, expense and heartbreak of ever doing business with this company. When a company treats long-time, loyal customers like this, it tells you everything you need to know about how they’ll treat you when you actually need them.

Now she’s living in AL, the claim was denied, and she only had enough money to pay out of pocket for 3 months. What does this insurance company expect us to do now? Move her out and where would she go? She is unable to live on her own. I am beyond disgusted and at a loss here and don’t know what to do.

Original Review: Very poor customer service. I'm looking at the reviews 2016 till Nov. 2022. No change. May be look at your organization's communication skills, are they answering/returning calls. Provide them with email addresses so that they can communicate and add reminders to return call as per conversation. My claim which has no waiting period is going on over 5 months. It's time to honor it without any further delay and all future 3 months waiting period be waived. Now I understand why it's not in your interest to pay, delaying so that person dies you'll keep all the money but money to go to the beneficiary, handling and your services be more positive and different.

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.

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.

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.