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.

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!

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.

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.

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.

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?

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.

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.

My mother was diagnosed with dementia several years ago, and her doctor asked that she be moved into assisted living; a visiting nurse deemed her living situation unsafe, as she was hoarding and completely mismanaging her medications. She had invested in long term care insurance for decades--which her doctor and her community told me should cover her care--but Mutual has denied claims several times. Most recently, they failed to respond to an appeal that's three months old. It is obvious that Mutual of Omaha is not a company dedicated to the common good or the wellbeing of its customers, but an enterprise that greedily profits off the vulnerability of those who cannot care for themselves. Stay away. Stay far, far away.

I am effectively required to have LTC insurance (I'm in my 30's) in Washington State due to the income tax that was passed. I worked with a broker and had to fill out a bunch of paper forms, and eventually got coverage through Mutual of Omaha a year ago. I wish I had gone with another insurer. Mutual of Omaha is all paper. Like send-paper-through-the-mail level of technological sophistication and security. For example, it's 2022 and to pay my annual premium (over $1,000), I have to contact my bank to have them mail a check (technology from the 1700's) to a Mutual of Omaha PO Box. Completely unacceptable. I'm going to be looking around for another insurer that is aware that it's no longer the 1700's.

I've been trying to collect on my Mom's policy for months. Every week to month it's a new item they need. I've submitted countless pages of records. She's in assisted living, and I've been paying her rent out of my retirement, assuming Mutual of Omaha would kick in. I finally had to take out a loan this month to continue paying the rent. I'm financially and mentally drained. My Mom qualifies, as she tested for Major Dementia. Of course, the company continues to withdraw a nice amount of money for her policy every month.

My father paid on his LTC for 20 years. In the summer of 2020, my father, who’s was 85, started showing signs of dementia. The most alarming was when he confused 12 am with 12 pm and drove off for a dentist appointment in the middle of the night. Luckily he was able to remember my brother's phone number and a nice lady, at a convenience store called for him and he got home safely. My dad was fiercely independent but after that I would casually try to go thru his mail.

Several months ago my mother was injured. Since the start of her claim she has been mistreated and has been given the runaround. To date this adjuster has been given everything she has asked for by both my mother and her physician but continues to ask for more. I understand that there is necessary documents needed to process a claim but now this is to a point of harassment. On a number of times my parents have asked to speak to her supervisor but she refuses to accommodate them. My parents have paid their premiums without delay and now that they are in need of help for a policy in which they should be fully covered they are getting mistreated in this matter. Both my parents recommended this company to the community and now that they are being treated this way they are retracting their recommendations to their friends and telling them to go elsewhere for their insurance needs.

Customer service cordial and helpful. All good But then...you want to start claim process, request help reviewing what you are entitled to or get a response regarding Our benefits for durable equipments, home modifications and help in the home. Claims specialists have lack of knowledge, lack of empathy, lack of follow through. My husband has ALS. We spend so much time following up with them. They don’t return calls, drag their feet with answers and require unbelievable paperwork in our end.

My mother has a long term care policy that is supposed to cover assisted living expenses. I applied for her assisted living coverage in February 2020, and still no word on whether it is covered or not. I have called weekly for the past three weeks asking for the claims agent to call me back with an update. As of today, June 29th, I have yet to receive any kind of follow-up communication from the company. If you are shopping for LTC insurance, look elsewhere!

We paid $201 premium for almost 3 years. Unfortunately, my husband got cancer, had tumor and some large and small intestines removed. He was very sick with chronic diarrhea, weakness, bloating, dizziness, headaches, incontinence, weight loss, leaking 9 inch incision. He required home care for 90 days. Help with bathing, dressing, movement, incontinence. He got out of hospital 3/15/20. I called Mutual of Omaha Claims the next day but didnt receive claims package for 2 weeks! They received our claim on 4/2/20, after many phone calls for information, we were denied our claim 6/24/20 based on comment of Primary Caregiver, not treating his cancer, but used to get referrals to cancer doctors treating my husband. I called many times to get information, was passed from customer service, to care coordinator, to cash benefit claim specialist with little information.

Do not waste your time with this insurance. Every time I call to speak with a Claims Coordinator, the wait time is at least an hour. They are VERY slow to pay and say that it takes a 20 day processing time to cut a check once they receive all the information they need for that month "because they are short staffed". So the customer suffers because of their bad management or lack of knowledge on Customer Service. Again, do not waste your time with this company as you will be wasting A LOT more of your time on the phone trying to get assistance AND don't expect prompt payments!! So disappointed for my elderly parents having to go thru this.

We were able to collect benefits for Dad while he could remain at home receiving needed assistance. It was paperwork intensive, but we were paid. He's passed. Now 88 year old Mom makes a claim for benefits at an Assisted Living Facility where she receives the same services Dad was getting at home, DENIED. Assisted Living Facilities didn't exist 30 years ago when the policies were purchased, and there's no more more cost involved at an Assisted Living Facility than a Nursing Care Facility. The same daily limits apply, neither covers all costs. The denial is arbitrary. Should we stop paying premiums now since Mutual of Omaha has found a loophole? Very disappointing. I feel the worst for those elderly that have no advocates! Thank You.

My parents purchased a long term care policy from Mutual of Omaha years and years ago. Mom passed away and never had a chance to use the benefits. Dad went into assisted living and knowing that they pay in arrears, I had prepared myself for that. So, here we are in February, 2019 and they have not paid the claim for DECEMBER. It has been consistently like this every month and I wear myself out calling them. They even go as far as to say they have the claim, but it is in "review". Every. Month. What a joke. If you want to be on the phone continually, I suppose the policy would be worth it, but I would never recommend them to anyone.

Mutual of Omaha has been pulling money out of my dad's checking account for 4 months for someone else's policy and they are refusing to research how it has happened and has refused to refund him his money. He does have a policy with you but it is paid from a different account. This is poor business ethics from the company when they refuse to try to correct their mistake. I am going to report them to the BBB and I will also be seeing what can be done legally as well for my dad.

Mutual of Omaha is very polite when they sell you this policy. My mom paid $120 a month for 7 years. When we finally needed it, they stall you with paperwork and do not return calls and hopes you give up. We opened a claim before my mom passed in March of 2018. They never did return our calls or follow up on the claim at all. We continued to have to call them every time. We have been reassigned to multiple people over the past 6 months. They claim it's still under review. I seriously doubt we will get a Don out of this policy and sadly my mom is already passed away and was unable to exercise any of the care she needed when we open the claim. Very dishonest company and plan to report it to the Louisiana insurance commissioner.

This review is lengthy so if you are considering their LTC and you are young please read to the end. You or your care givers may have difficulty getting your claims paid. My mom purchased LTC from another company in 1986 when she was 62. In 1991 Mutual of Omaha took over her policy and was suppose to pay claims on this policy. Fast forward 22 years and at 90 my mom fell and started the year long decline in health.

They have great customer service. They want to make sure you and your loved ones have everything you will need. They go out of their way to satisfied you. In addition, the policy options are wonderful. You get so many choices and it is so amazing. I could not believe it until I seen it. Everyone should try it out. The coverage is very great. If you ask you can get coverage for it. Also, the perceived value is wonderful. Everyone should be able to afford it. You will get your money's worth. Give it a try. You will love it. No joke.

Mutual of Omaha customer service employees are very professional and will try and help with any issue they can. The customer service employees are very knowledgeable and know their jobs well. The policy options are great. Mutual of omaha has the best coverage that I know of out of all the others. They have made purchasing insurance easy for low class, middle class and the rich. How can you place a value on peace of mind. The cost of the insurance is minimal considering that if a member of the covered family is in need of using this service it simple to file the claim.

Great policy options, long care coverage, perceived value and customer service which always do whats good for me. They always got my back in times of need. Great overall service from a great company.

It could be easier to contact the call center when you need questions answered. Nobody wants to listen to recordings and take forever to get to person. The company needs more options that would help the consumers who are looking to buy long term health company. As for me, I'm neutral with their coverage. They're in it to make money so it will never be ideally how consumer would want it to be. Value does not meet amount put in or worth of purchaser in my opinion. We need more options with good value for us the purchaser who keeps business afloat.

The people at the service center are very good. They love to help people out in hard and difficult situations. I have plenty of policy options to choose from, and whenever my car needs fixing I just take it to my car service. My rate coverage overall is very good. I don't have to pay extra when my car is towed. They have good quality service for all types of cars and different prices that fits everyone's budget anytime.

Their customer service sucks. When calling people you must be prepared to sit, wait and hear a very long set of ANNOYING bit of not songs but melodies of lame songs, then to be told by an automated idiot to wait and my call will be answered in the order it was received. And after what would seem to be a lifetime, a call center affiliot asks a set of annoying questions. Now after this set of bs, if they cannot assist me, I would then be placed on hold and wait for a supervisor, to then go through a new set of crap. This in turn, leads people like me to say ** these crooks.

I have never found myself in any type of situation in which customer service was not able to help me through any given situation that I was in. All the policy options I have seen I feel would cover almost anyone in almost any given situation which I feel is a very good thing for sure. The coverage meets any situation that I might find myself in should I ever find myself in a long term coverage situation during my life time for sure. The value I feel is well worth it. I feel as if I define tell get the bang for buck and for me that's a real good place to be for sure I feel.

Have never had trouble with them. The few times I've dealt with customer service was always sorted out quick and easy. Will stay with and would recommend to others. Good coverage for the cost and has never been a problem to work with or what have you. Covers the basics and just that, but is good enough for the cost. A good deal.

My husband had a massive stroke six months after we purchased coverage - ** was reasonable in reviewing and approving his claim, helped us pay for house renovations easily and promptly and have continued paying for some personal care. The customer service reps are always responsive and direct, helpful and clear. Our first case manager was young and somewhat confused and confusing, but our second is very thoughtful and clear. I really highly recommend this company (though I can't compare to others).