Mutual of Omaha Long Term Care Insurance Reviews

Since I've been taking care of my elder neighbor for the last 7 months, which she is paying me out of her own pocket and listening to she 3 sons trying to get a response has been horrible. Every time they turn around Mutual of Omaha request another test or they need more information. Then I think of my own policy I have paid into this company and what I have to do to get them to found through when the time come for my children to have to deal with this company. Her sons have been waiting a year since Visiting Angels took care of her for 3 months and still no claim has come through. It's bad enough for an elderly person on a fixed income and they are on a cognitive decline to be treated like this. It's bad that you have to get the agent that sold you the policy to get involve with the claim. Luckly he still works for this company that has such bad reviews.

This is my second negative review of Mutual of Omaha’s long-term care insurance, and unfortunately nothing has improved. My mother faithfully paid premiums for more than 10 years, trusting that her policy would protect her when she needed it. She has Alzheimer’s and required in-home care for over a year before moving into an assisted living facility. We were explicitly told her long-term care policy would cover both levels of care. Mutual of Omaha now owes my mother over $60,000 in approved reimbursements — and they have not paid a single dollar.

Stay away from this company. Customer service is very poor. Called 2 times, didn't solve the issue, promised to call me back, but never received a call back. Third time that I called, the call was transferred to a person out of Omaha office. Omaha sent two letter in the same day. One saying that there is no Premium increase and the other with invoice with 25% increase. Nobody was able to answer what is going on.

I have had Mutual of Omaha Long Term Care insurance for over 12 years. If I had known then what I know now about this company, I would have chosen any other provider. I am writing this review in the hope that I can help others avoid the same mistake I made and to stay far away from Mutual of Omaha. For the past month, my bank (in business for over 120 years) and I have sent document after document and made countless phone calls to Mutual of Omaha’s customer service department—all to dispute their false claim that they did not receive my premium payment. I have spent hours on hold trying to reach someone—anyone—who could correct this mistake. Mutual of Omaha is wrong.

I called customer service to speak to an underwriter on policy that denied for medical reasons but I spoke to my physician and he actually laughed saying, "Your bloodwork doesn’t show you have." I couldn’t speak to a person because they don’t speak to customers (who is paying their paycheck). Please please don’t use this company who doesn’t take customer care seriously and forgets who's actually making their paychecks possible.

My mother has paid $650/month for LTC insurance for 10 years and now she has severe cognitive impairment and cannot live alone. She was moved into AL. We filed a claim and they denied it so we are now being forced to jump through hoops with more doctor certifications. First, medical documents from her primary doctor were provided, they said they needed doc forms from her AL facility, when we did that they said she needed more from the primary doctor and a neurologist. It just doesn’t stop. She has paid thousands into this plan and the coverage will not get activated and she had to move into the facility before they would even review a claim.

Updated on 06/19/2025: After writing this review I got a positive call.

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.

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.

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.