Transamerica Long Term Care Insurance Reviews

On 5/6/22 I was told my premium would be waived during time of my medical claim. I received a letter that my premium refund check would be issued soon. That was 7/6/23. I never received it so I asked that the check be voided, reissued and mailed overnight. On 8/14/23 they said it was re-mailed. LIARS!! IT IS 9/4/23 and still no check received. I receive other mail from them but no check. The call center is filled with entry-level representatives that will not let you speak with a manager and if you do, manager has no authority to do anything that their nitwit reps can do!! I will be filing a bad faith claim for 2x my check amount due plus I'm reporting them to the insurance commissioner.

These people are crooks and refuse to pay out money that is due. Do not use this company for your long term care needs. I have been dealing with them for 2 yrs. They say everything is good then they want more info. Just an excuse to drag things along. My poor mother would roll over in her grave if she knew what I had been through to get her payout. When they finally paid it wasn't even close to what they owed. They said they would start to pay after the waiting period which was 2 yrs ago. I could go on and on but save yourself a huge headache and don't use this company for your long term needs. You will never get the full amount that is owed to you.

I have been trying to get paid from this company since April 2023. They said they mailed out a check on May 15, 2023. We never got it. They had to cancel the checks and write them again. They still have not wrote the checks or mailed them out for the client. I call every week and they tell me they do not know when they will be cut. The date they give me always changes every week. I do not know what to do to get our money. Bad customer service never get the same person and they do not know what is going on. I have to tell each person the whole story again.

My elderly mother bought and paid for a Long Term Care life insurance policy in 1998, which was transferred/bought by Transamerica at some point. She filed a claim for benefits in October 2022, and a home health assessment by a RN was conducted in Dec 2022. Mom moved into an assisted living facility in Dec 2022, subsequently fell and broke her leg, received surgery, rehab hospital, and returned to level 2 care at assisted living facility. Transamerica denied her claim for benefits in Feb 2023 by misrepresenting that she is not a chronically ill person and misrepresented (lied about) the assessment conducted by the RN in Dec 3022.

Updated on 04/21/2024: This is my second review of TA. My former review was posted in April 2023. Just sharing how I was able to make progress over this past year. There are rules you must follow and learning those rules can be like pulling teeth! You MUST meet your 90 Dates of Service (also called Elimination Period) before you can begin receiving payments. Basically, you need to show statements/bills for services rendered by approved facilities that would have qualified for benefits. They may request additional documentation. This is all out of pocket. You will NOT be reimbursed for any of these 90 dates of service. You must request TA to set up a review of the insured. TA will assign a third party to come out and evaluate the insured (registered nurse). Once TA has that and approves that the insured meets requirements for LTC you need to know what agencies/facilities are on their approved list.

As ALL the others have written, these people DO NOT WANT TO RESPOND OR PAY BACK ANY BENEFITS without you spending your entire existence working on it. Classic Example: Received letter stating they needed 6 actions to be completed on our end. Letter dated March 31st, HOWEVER, the postage mark is April 7th. They sat on it for a week before mailing and the letter states we need these actions completed by April 14th or "we will close your request". I received this piece on mail April 14th. Several calls to their "Care Coordination" team in the past 2 months, left messages, no response. YES, I AM IN ON A CLASS ACTION SUIT!!!

My father has a TA long term care policy he paid into for over 20 years. It is a constant battle when calling TA. Longest hold times. Always has an excuse why payment hasn’t been issued. Contradicting answers from customer service once you get through. I would never, ever do business with TA. Today I filed second complaint to CA Dept of Ins..

Due to continued falling we put our mom into LTC. After 3 years someone from TA called my mom and discontinued her LTC coverage. No nurse, no evaluation. After 4 more falls I re-submitted a claim in September 2022. it has been 5 months since the in-house evaluation visit. I have faxed all required docs twice. Made about 8-10 calls, hours and hours on the phone, talking to employees working from home who are unable to process anything.

TransAmerica does not pay out for long term assisted living. Read the reviews and talk to people that are receiving payments from TransAmerica for assisted living costs – if you can find anyone who is actually getting paid. Before spending tens of thousands of dollars, thinking the money you paid into Long Term Care Insurance will ease the high cost of assisted living expenses, do your research. Don’t put yourself in my mom's position. She paid her premiums, year after year, thinking when she can’t live by herself anymore, she could go into assisted living and use the money she paid into the policy to help support her care during her last years with us. My mom is 96 and paid $67,000 into her long term care policy.

My 90 & 92 year old parents have been paying top premiums to Transamerica Long Term Health Care insurance for around 40 years. When they purchased this policy they assured us that they would be completely covered when they needed it. We are now being put through the ringing spending all of our time trying to jump through their ridiculous loops to procure payment.

Any supplemental insurance policy that you have with TransAmerica is junk. I had three policies and when I was really really sick, they came up with every excuse under the sun to not cover me. All three policies are junk.

I know it's been said by other reviewers but this company is truly dreadful. They clearly do not want to pay benefits to elderly and sick patients. It's a joke how bad they are. You will spend hours on hold on the phone on hold trying to collect from them. When a patient has to go to the hospital from a long term care facility, they will drop the benefits and you have to start all over again. No way to contact them other than by phone and they like it that way of course. They want you to give up. I don't understand how they can have so many stars - must be people who work there who were paid to rate them. Waste of money!

My mother had purchased a policy of Long Term Care Coverage thru Transamerica many years ago. She is now a resident of skilled nursing facility. They require monthly submission of invoices at the 1st of the month following services rendered. Their reps advise me their service standards provide them 10 Business days to review each submission, then 10 more Business days to issue a payment. Pathetic. They also refuse to conduct any business electronically. All submissions must be made via fax or US Mail. Their "service" appears intentionally designed to hold funds as long as possible to delay the payment of claims. Checks are received 28-30 days after submission. As of August 16th, I am still awaiting reimbursement of her June 2022 invoice which was submitted on July 1st.

My mom purchased her policy 27 years ago from Bankers Life and Transamerica acquired it years later. Transamerica has, unfortunately, not embraced technology and still only relies on phone calls, fax, and letters to communicate to policyholders and the authorized representatives. Faxes don't always work due to "volume", letters to the policyholder & POA are intentionally vague, and you will wait on hold for hours at a time only to be disconnected IF you reach a live representative. I have made over 20+ phones calls (waited on hold and most not returned), wrote letters, only to arrive at a conclusion that could have been reached over 10 months ago. I would NEVER recommend this company.

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."