Transamerica Long Term Care Insurance Reviews

Where to begin? There are no words! This company is not going to be there when it's time to collect. Please know that as of March 2021, Transamerica has even discontinued offering their long term insurance product. Things have gone "that" well!!! Transamerica will strategically wear you down, shift the documentation you need to produce, lose them, and bounce you around on a never-ending trail of phone calls. It is deliberate and pervasive. And they will deny your claim and you have absolutely no recourse but to wait 3 whole months before appealing! We have not been denied yet because our claim has not been able to be determined. A full time job for this caretaker daughter, from the end of March 2022 through mid June 2022. Just look for the multitude of complaints written about them on Retirement Living.com. We need to begin a class action suit to this fraudulent company!!! The evidence is overwhelming!! Read our frustration!

My mother was moved into Memory Care from Assisted Living on August 23, 2021 in the SAME facility. I have called multiple times always getting a representative that seems to not be able to connect me with their supervisor regarding her monthly check that she has received for over 7 years and is now being told she must pay premiums or her policy may lapse if we as the family don't pay the fees! We have only received her check through August 22.

This department has been sold several times since I started the policy and now Transamerica holds my account. Their internal policy makes it impossible for a customer to speak to anyone who has the authority to make a decisions. They cannot transfer the customer to the corporate offices or to any manager. The standard answer is, "We will forward this up the line and someone will call you back," which never happens. The average hold time to speak to an agent is 30 minutes which includes the time to run through their list of possible solutions.

I am curious why this site gives a 3.8 star rating when down the line the reviews are one star. I am adding another one-star review. My experience with TransAmerica is quite possibly the worst I've ever had with any company. My mother has dementia and is receiving care at an assisted living care center. There is no way she could safely live on her own at this point. She legitimately needs long-term care. We have been trying to collect on her long-term care policy since May 2020. It is now July 2021. After writing letter upon letter, being put on hold for hours upon hours this last year, and obtaining stacks of required documentation, I have gotten nowhere. They have denied my mother twice. We are now submitting the claim all over again.

It's time for Transamerica (TA) and Long Term Care Group (LTCG) to be investigated by the government and the media. Something is terribly off with this company. The stories are all the same, as is my parents experience trying to collect benefits. Denials/reversals of long standing claims/benefits and increased difficulty in communicating with a company that doesn't want to be communicated with. Delaying tactics, no website, no email, never receive faxes, never sign their letters, extensive wait times on the phone - all obstructive tactics to deny claims. After five years of receiving benefits my mother was denied by LTCG as if she was miraculously healed of her dementia and spinal issues that we both getting progressively worse and required full time care.

I recently got the same letter that many received with the 4 choices to reduce coverage to prevent a 56% increase in rates on a policy held for the last 22 yrs with no claims. Since I have not received a bill for the updated rates after reducing coverage I started looking at the history of this company and I am appalled at the stories I have read on this site and one other about the rampant fraud and corruption that is evident in their apparent scams to avoid paying claims. Now, with my next payment due I am wondering WHY hasn't the FTC cracked down on this company after so many incredible stories that sound like fraud. AND, should I continue to pay my premiums to end up like all the others on this site. Frustrated, confused and gas lighted by this company???

Transamerica is antiquated and has horrible customer service. They require tons of paperwork to qualify a claim and insist the only means of delivery is mail or fax. Hello! It's 2021 the digital age. I call and their automated system can't find my policy number. I get a different story every time I call. "We don't have the documents you sent". "The docs have not been processed." "The file is under review. Check back in a week." "Your claim was approved, but we need more documents." They obviously make it as difficult as possible to delay and try and avoid paying claims. Not the kind of treatment anyone wants let alone when you're dealing with long term health care problems.

I am writing in January 2021. Transamerica Long Term Health Care Division only communicates through snail mail and FAX (again--in the year 2021!) They have ONE phone number for all policy holders. You cannot contact anyone--not even your case manager--directly. Therefore, if you just want to leave a message or have a simple question, you still have to go through a microscopic tunnel for which the wait time yesterday to speak to an agent was between 5-7 hours. I opted through their automated service to receive a call back, for which the soonest time was the next day. I took it. Upon answering the automated callback, I was put on hold for 30 minutes waiting for the next available agent.

Both my parents held long term care policies with this company. When the time came for my mom to use hers it was such a pain. She used it for 7 months and every month I had to call to ask where her reimbursement was? I got the feeling their policy was that they did not pay/release funds till the very last minute possible and often they had excuses or errors as to why the reimbursement had not been released. After we started using her policy she no longer was required to pay premiums but six weeks after informing them of her passing I received a bill to begin paying for her long-term care again! At first, I thought this was just an insensitive and unfortunate mistake but after calling them I was informed that this was a common occurrence and that their system automatically sends out a bill after a death. What?! In this day and age, how can that not be prevented? Unbelievable. Very disappointed. Would not recommend this company.

Dealing with Transamerica has been the single most time-consuming, frustrating and unfruitful financial aspect dealing with my father's terminal illness and death. Transamerica has repeated lost documents, delayed payments, sent checks made out to blatantly incorrect and randomly chosen versions of his name (and therefore cannot be deposited/cashed), sent check in amounts not related to care-provider invoices or with varying amounts withheld for no reason. It's been 10 months since they approved the initial claim and have yet to actually payout more than half of it. What good is insurance if they don't actually provide the benefit? This feels much more like a scam than a real company. Transamerica is the slumlord of insurance providers.

My father purchased this plan and kept it to maturity. The contract he has is older from another company that was purchased by Transamerica. He has been unable to perform his ADL on his own for some time. He was getting regular service to help with the things he couldn't do for almost 3 years. Suddenly at the end of 2019, he was denied for exact same service he was approved for years. His condition has only degenerated with time.

As the gentleman from Rapid City has stated, this company seems to do nothing but find excuses for non payments. I have talked with this company no less than 15 times since August of 2019 trying to get reimbursements for my mother. It’s always some excuse as to why no payments have been made. One of the biggest was that they didn’t have enough information from the health care facility even though she has been there for over a year! But to add to the frustration, they had not reached out to me nor the facility. I called this morning, again, to see where we are? The rep told me that the claim was approved for payment on March 24th.

DO NOT BUY A TRANSAMERICA POLICY! They seem to intentionally make administration of claims as bureaucratic and time consuming as possible. Transamerica has a contact flow that makes it as difficult as possible to reach a decision maker and resolve issues. They do not allow any email interaction and there is no way to call a specific individual. Every interaction requires a restart and a lengthy wait on hold and frontline interaction with people who have no authority other than to recite policy, encourage you to put a letter in the mail and apologize for not being helpful. It's all appears to be a game of stalling, exhausting and outwaiting claimants - not a good faith effort to resolve issues.

After paying for the top of the line, most expensive long-term care insurance you could buy since the 1980s, and collecting for 7 years while in assisted living, my dad was dropped WHILE STILL IN ASSISTED LIVING when Transamerica deemed him no longer needing assistance. He became eligible in 2012 after a stroke at 81 and many more mini-strokes. Then at almost 90 years of age, my dad was suddenly deemed ineligible. What a joke! At this very time he was ironically getting many services because he had just gotten out of the hospital and rehab for broken pelvic bones. It was so disgusting and infuriating that when he needed it more than ever Transamerica let him down!

My parents have paid on their policy since 1978. My mom has severe dementia and we can’t even get a bath charge for $40 two times a week approved. They have been reviewing our claim since October and continue to drag it out and pay nothing. They say a supervisor will call but they never do. I wouldn’t buy long term care from TransAmerica under any conditions.

My parents were both approved for the assisted living facility TransAmerica approved conditions for in 2014. Total premiums paid until this date were more than $100,000. Today, I received a call that, due to the latest TransAmerica contracted nurse's assessment, my 87 year old mother is no longer eligible for her benefits! So, this is how they made this determination: the contract nurse, who made this same assessment in 2018, has suddenly changed her 2019 assessment. Instead of contacting my mother's physician who made the primary diagnosis in 2014, detailing the necessary conditions for her approval, the designated TransAmerica employee called the facility and spoke to a CNA floor employee, who in a two minute conversation, indicated that my mother was "totally independent with her activities of daily living."

DO NOT buy LTC insurance from this company! I have been trying to get 4 claims settled for 3 months for my mom who has dementia and Parkinson's. Every time I call I speak to a different person who has never seen my claims and comes up with more roadblocks and delays for processing the claims. Today it was the news that my mom's "independent" nursing assessment (by a nurse hired by Transamerica on Nov. 5!) was only attached to one claim. Still need a nursing assessment for other claims!

I have been working on an ongoing claim for my mom for over 2 years. My mom will probably die before she gets any money from this company, even though she has been paying premiums to them since 1995. I first submitted the claim in September of 2017 and Transamerica finally paid out for 2 partial months back in July of 2019. Now they say they need all new paperwork since my mom's care plan has changed. I have waited on hold more minutes than I can count, submitted the same paperwork multiple times and I have received many notices from TransAmerica that say they have received the billing statements and paperwork I have sent but they need additional time to process the claim.

I can confirm everything that reviewer (Sleep of New River, AZ) commented on about Transamerica Long Term Care Insurance. I am beginning to wonder if Transamerica Long Term Care Insurance is going out of business/bankrupt. For many years my 88 year old Mother paid premiums on Transamerica Long Term Care insurance. She started making claims on the policy when she developed severe dementia and needed special help several years ago. The inspections and approvals of her care facilities by Transamerica have gone smoothly although the last one in late 2018 took 3 months to complete, which was excessive. TransAmerica told us they process claims in 10 to 15 working day of receipt of billing.

For many years my 92 year old mother has been paying into her Long Term Care policy looking forward to the time she would be able to use it to help her as she needed. That time came this year and this past January she began receiving payments on that policy. TransAmerica told us they process claims in 10 to 15 working day of receipt of billing and we should expect her deposit be the end of month at the latest.

It is hard to believe that customer "service" (I should call it dis-service) like this exists in 2019. I have a Long Term Care policy. I asked for a quote on a policy that would shorten the length of my care. This was done on 8/26/2019. I called today (9/18/2019) to find out where my quote was. I was informed by one of the people I spoke with that they had not even started working on the quote, and furthermore, they had no timeframe for when they would begin working on my quote or when I would even receive it. Apparently, it all has to be done manually. OH, I SHOULD MENTION THAT I HAVE A FULL AUDIO OF THE ENTIRE CALL.

There is no defined process to file a claim. The hold times are hours long. Then you get transferred to different departments within claims, each time requiring hours of hold times. TransAmerica has no website, no email and no 20th century technology to file a claim. TransAmerica has no intention of paying out on claims. They make it as difficult as possible for the consumer. And they don't care. Buyer beware.

Activities of daily living were not met by company nurse whose questions were geared to benefit the company. Mom has had history of traumatic head injury COPD and a recent seizure. Requires a walker, help with bathing and dressing and administering medication which also requires bi-monthly blood checks and trips to doctor appointments since she is not allowed to drive. After 20 years of premiums being deducted you would think a 91 year old would have comfort in knowing she made a good decision when buying this product. I find this to be immoral and possibly criminal. The sales people don’t tell you you’ll have a hard time getting benefits if any at all. People would not buy it and salesmen wouldn’t get their big commission.

My parents have had their policies since the mid 90's and paid a healthy monthly premium to keep the policies. Now that they are both in Assisted Living, it is a horrible experience to deal with Transamerica to try to get benefits paid. You can only contact them via phone, wait on hold for an hour or more and do not get a satisfactory answer. They do not have an online portal to check on claims, you have to call them. You can only communicate via snail mail or phone. They do not accept emails. Letters mailed are ignored.

Horrible experience with this company. 94 year old mother has had this insurance for many years and getting them to pay is so hard. They keep reviewing over and over again. Her policy states that she has benefits to cover assisted living and they say she doesn't qualify. So frustrating. Asked to speak to a supervisor and never get a call back. Premiums keep going up. 14,000.00 a year and they still are trying to say she doesn't qualify for her money. All the person on the phone can say is that they understand my frustration. Ridiculous.

My father and deceased mother have been paying on this policy since the mid '90s. To Transamerica's benefit, my mother passed away unexpectedly. Now my father is trying to recoup in-home healthcare after a fall, and now, long-term care in a nursing home. It's endless phone conversations with different people who tell you different things. We send paperwork via fax and mail, to no avail. They can't seem to find it. We have accessed all the forms that each CSR person has told us to, filled them out, and now there are crickets. They make this process so taxing that I believe they want you to lay down and die versus deal with their **. We're not giving up. Long overdue to get Consumer Affairs involved!!!!

I’m having the same issue as you folks. My mom has had the insurance for many years, from before “Assisted Living” was even a thing. She is receiving 24 hour care, same care she would receive in a nursing home, but I haven’t even been able to get them to look at a claim because they have a “predetermination” of the facility that it is not a “nursing home,” however it is an “age in place” facility that is providing the care at about $2000 more a month. I would be interested in info on how anyone got them to finally pay. Who did you contact and who did you talk to. I can’t even find a rep that sells for this company. She is a retired teacher so I’m figuring she bought it through her teacher retirement system somehow.

My Dad bought this LTC Insurance many years ago, and has been paying healthy premiums for over 20 years. He has needed to make claims now that he's 90 and needs some home help. At first they turned down all claims flat, leaving me out $2,000. The second time I claimed, two years later with a smaller claim, they were super bureaucratic and slow. After months of followup, duplicate requests, long hold times, and other nightmares, they are finally paying on the claim, all of up to $700 per month.

Every time I call they state they are missing paperwork - I know they have it. As soon as I say, I know you have it - they seem to find it. I have been put off months and still trying to get the money due us. They are horrible to work with. Avoid this company...

They have been paying for my mother-in-law's long term care for 2 years and now claim she’s not eligible any longer. When I called them I was told they were missing some paperwork. Each time I fax the requested documents they claim to not receive all of them. This has happened 4 times. Now they want a death certificate of her spouse. This has happened when the spouse died 2 years ago. They look for every reason under the sun to not pay benefits. They have to be throwing documents out and then claim they are “missing”. AVOID THIS COMPANY AT ALL COSTS!!

My mother paid into her policy for over 20 years, and her agent (long since disappeared from the face of the earth) would always crow about how it was "unlimited". Sure, it was unlimited, but the max rate was $100/day. When my mom got sick, they continued to take premiums out of her checking account, and have made it damn near impossible to get a claim paid because they always need some other certification or some other inane thing. My mom died almost two months ago, and we're still fighting to get something out of them. Run, don't walk, from this company.

After paying Transamerica twenty thousand dollars over the last ten years toward long term care insurance they have raised premiums by 30%. Repeated requests for notification and guidelines regarding this increase have been ignored and their agents repeatedly lie by saying correspondence has been sent or will be sent in the mail but it never arrives. Transamerica has now gone into my bank account and increased the amount paid them monthly without my permission. Wish I'd never gotten involved with this group of crooks!

Please note that I have 36 years in the insurance industry & much knowledge of insurance products including LTC.

If I could give this company a zero star rating I would. My father has had his long term care policy for 20 years. He has paid thousands of dollars in premiums over the years. In May he moved from senior living to assisted living due to his Parkinson’s. With that move came a large increase in rent that he can’t afford. I filed a claim with Transamerica for payment from his policy. The claim was denied. They said he did not meet their requirements for assisted living. I gathered additional information from his doctors and senior living complex and wrote a letter of appeal. This appeal began in early November and has yet to be resolved. I have called them at least 4 times stating the doctor had not received the form.

My parents have paid into this company for 22 years and are now paying 11,000 a year to keep this policy. In order to file a claim, you must move into an Assisted Living Facility before an Assessment can be done to see if you qualify for Long-Term Care Insurance. That is the dumbest thing I have ever heard. My Dad has Parkinson's so I guess we will have to wait until his condition gets worse so we will know for sure that he will qualify. You must fail at least 2 of the 5 qualifications.

My mother is 91 years old and recently experienced a severe heart attack. They use outside contractor to deny eligibility and then stall you by requesting additional information from very busy doctor. They are careful to say eligibility is still being reviewed. My mother is a retired teacher who taught for 45 years and made payments for decades for a long term care policy. She is been in assisted living facility for two months with no help from her long term care policy. This should be investigated.

My mother in law paid the premiums on Transamerica's long term care insurance for 35 years... Huge expense. Then she was diagnosed with ALS and started to go downhill relatively fast. Transamerica not only denied all of our claims for CNA help (and our appeal), but I had to spend hours on hold every time I called (like every other day) and were forced to deal with the most incompetent customer service agents who are only trained to give you the runaround. They spent 7 weeks deciding that they would not cover CNA care for my mother in law. She died two weeks after that decision. The last two weeks of her life we went without the CNA help we desperately needed adding incredible levels of stress to an already horrible situation. After 35 years of payment, Transamerica didn't pay out a cent.

My late husband & I have long term care insurance with Transamerica for many years. They have failed in performance ad infinitum. Customer service employs staff and trains them in stalling, hiding, lying, nonperforming and generally screwing their paying customers. Especially considering most customers are elderly and stressed by needing the services for which they've faithfully paid the company's ever increasing premiums. Since they're not members of your organization... please suggest what authority or government watchdog is capable of investigating and overseeing their shady practices. The consumers deserve protection.

I had been paying a premium every month for a policy for my mother for 18 years and when the monthly premium went up to $580 per month I called the company and chose the option to stop premium payment and just keep cash value of the policy. I was advised on the phone and per the rate increase notice that this was an option. Now I need to use the policy and they will not send an up-to-date copy of the policy. I have asked 3 times. I tried to register on their website but the "Register" button on the site links nowhere. It's fake. If I had kept the money I had been paying them every year I would be in much better shape. I will have to hire a lawyer now to deal with them.

I have had my Long Term Care Insurance since 1999; my premium is paid thru county retirement. I received a letter June 2018 from Transamerica that I owe two months back payment. I signed up for the policy June 1999 and according to Transamerica Los Angeles County retirement did not start sending them payments until August 1999. I spoke to Los Angeles County Retirement and was told as soon as they get the bill from Transamerica they send in the payment. There is no way I can prove what happened since I do not have records going back 19 years. Transamerica did a recent audit and stated I owed them 2 months payment from 1999. It seems like the statute of limitations would have expired. Customer service has not been able to help, but has been nice.