Transamerica Long Term Care Insurance Reviews

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.

My mother paid for Transamerica Long-Term Care insurance for 17 years and has over $100,000 invested in premiums. Her original policy included the premium waiver and no limit on length of time the policy would last. After ridiculous increases in policy costs, at age 93, she consented to reducing the length of time to 5 years of benefits. Three and one-half months before her 94th birthday, she entered assisted living, and was eligible for benefits on March 13, 4 days before the premium was due. All of the paperwork had been filed so she could start collecting as of March 13 (papers faxed to TA on April 1) and not need to pay another year of premiums. I had called and been told by a customer service representative that the claim had been approved and payment would be made the week of April 24. But, that isn’t how TA works! Even though she had claims in process, they demanded that she pay another year’s premium.

After paying into this company for 20 years, we noticed the last three months premiums due, were not deducted from our bank account. With all the bad ink I read on ConsumerAffairs regarding this company, I'm very concerned. What's happening with our long term care insurance? Having trouble contacting them. Does anyone know anything?

My husband and I are 63 years old, and recently applied for Long Term Care Insurance through Transamerica. He was approved. I was denied due to "osteoarthritis and physical therapy." As a healthcare provider I am stunned. I dare say that anyone our age will show some degree of OA/degenerative joint space narrowing on any imagining study. In addition, I frequently refer patients to PT for conditions which will ultimately strengthen joints and muscles, ultimately hoping they wouldn't develop problems down the road requiring long term care. Once again I am saddened by big industry/insurance denying services unless someone is totally fit and healthy, decreasing the likelihood of them needing to pay claims. I have no doubt why these companies get wealthy while denying coverage for totally lame reasons unfounded by any scientific credibility and research. Find your insurance elsewhere.

I have had a long-term care insurance policy for 16 years with Transamerica. Fortunately, I have not had to used it. I expected they would periodically raise my premiums and I have had an average of 15% annual increases over the past 16 years. As I am about to turn 70, they are increasing my premiums so it will be difficult to keep the policy. By 2020, my premium will be 90% higher than today. I feel like this has been a bait and switch. I have been paying premiums for 16 years and just when I may need it, they price it so I have to let it go. The only options they have given me is to either drop the policy or decrease the benefits.

Transamerica Long Term Care Insurance review. This company is a scam on elderly. My mother has paid over $30,000. We began a claim for time spent in a care center back in September. It is now February, and they're still sending us paperwork. In reality, she will not be able to get decent coverage, because, even if she's receiving some benefits for current care needs, she still has to pay the premiums each month. Read the fine print. The claimant has to pay monthly premiums until they've been in an actual nursing home for 6 months! Most people don't live more than 6 months once they're in a home! Now, I can't get them to cancel her policy. I'm being ignored, and they're sending her bills for three month's coverage. Terrible.

When my dad first started invoking his long term care insurance back in 2010 to pay for Assisted Living, it took months of calling, faxing, mailing documents to finally get monthly reimbursements. They FINALLY started to pay. He was out of Assisted Living for two years and went back in Oct 2017 and here we go again with faxing, calling, speaking with rude customer service reps trying to get reimbursed. Used to think this company was inept, but after reading the history, in that it was started as a pyramid scheme, I realize it’s purposely trying not to play claims. I’m surprised the Insurance Commision, hasn’t shut them down, seized their assets and refunded peoples money! Hang in there - keep fighting; keep records - they’re hoping you give up! My dad is 93 and he has $130,000 left on his LTC. I hope he lives long enough to get back every dime!

After reading these reviews I am scared to death that my claim that was filed in August 2017 will be denied. I have been calling every week since October for updates and now calling every other day. I get the same answer, under review, should know in 7-10 days. That's been the answer since early December. Requested callbacks from supervisor and told that it could take up to 72 hours for a callback. Premiums for this policy have been paid since 1994. Received notice that premiums were increasing and offered to lower the benefits in lieu of paying the higher premium. Really?

My mother purchased a policy from this company 20 years ago. She really couldn't afford it but did without many things in her life just to pay for this policy. She said she just didn't ever want to be a burden on her family if she were to become ill. She paid in over $80,000.00. She fell and broke her hip 7 months ago and had to go live at a rehab center for almost 3 months. When she was released she then found out she had stomach cancer, she lasted for 3 months and died a horrible death. This company has denied every single claim we have filed. All that money she paid has been for not.

My 92 year old mother in law has been paying for this long term care policy for over 30 years and now she has made a claim due to Alzheimer’s & cognitive disability. She would not have been able to even make a claim without family help; so just think about how many elderly never make a claim! It took us almost 4 months, paying elevated monthly premiums, with an independent agent's help to get anywhere. Doctor, home health company and son mailed & faxed the required documents at least 5x while Transamerica kept denying receipt.

My mother and stepfather are having the same exact issues that all of you are having about trying to get claims reimbursed for money that our parents are paying out of their small saving because they thought they had Long Term Care but are having so much trouble getting their claims paid. We have been trying to work with Transamerica for 1 year now to get my mom reimbursed for all the money she has had to pay out to an assisted living facility for my stepfather. They say they never received the paperwork, or they received the paperwork but it was filled out wrong, or your request is being processed, or you should receive your check in about a week. The latest is now, "We believe the assisted living faculty you have your husband in is really a nursing home and those do not qualify!". It is not and they now have told my mother she would have to open a dispute case to challenge them and it is going to take about 3 months!

I have been paying for a long term care policy 17 years. Several years ago Transamerica bought the company I had. Little did I know about Transamerica... nor could I do anything about it. Now after17 years and I am now 71 years old, they have increased my premium 90%... doubling my monthly cost... and obviously doubling my yearly. I will be paying more for just myself than people I know who are my age & have had their policies the same amount of time or less... & in some instances more than 2 people combined. I took the policy out in California—but do not live there. Transamerica claims that I am bound by California laws & that The California Dept of Insurance actually approved a 90% increase! And guess what... they did. How outrageous is that too. After reading all these reviews... Now I am doubly scared if and when I need it, they will not be there for me. It’s unbelievable that an insurance company can get away with this.

If I could give this company less stars, I would. If I could give them a negative 1000, I would. They are the worst company that I've ever had to deal with. My Mother purchased long term care insurance in 1992. She has paid on this continually over all these years, (over $35,000!) and now when she is living in an assisted living facility, they are denying her claim for the second time. She has met all their criteria, her doctor agreed that she can't live on her own. They sent out a "nurse" to evaluate her and give her a "test" to determine her mental state. She can't drive, can't fix her own meals, can't manage her finances at all, can't remember to take her medication, can't remember the date or day of the week, can't remember who the president of the United States is or even which county she lives in.

Customer service is terrible. No one has an answer or explanation on the claim that was filed in September. Two and a half months later, they denied the claim and we have been trying to resolve the issue ever since. They are SLOW to take ANY action regarding the appeal and dragging this out. Meanwhile, my father's care costs $7200 a month and we have stressed the financial urgency of getting the claim approved. We have jumped through hoops to provide every piece of documentation (stacks of paperwork!) for them, as requested, and I have had to call every week to stay on them. Hoping we don't have to get the insurance commissioner involved, but from the other reviews, I don't have much hope.

Over 14 months trying to get them to pay for long-term care insurance that our family has paid for over 20 years, denied twice. Hired an attorney, denied again, filed complaint with state and filed a lawsuit.

They just want your money! I was enrolled with payroll deductions for Long Term Care Insurance until I retired. I chose to continue my plan by paying, out of my meager pension, a year's premium to avoid the increased cost of breaking up payments. I soon received notice that only HALF of my $1400 payment would be applied to this year, to cover back payments from over 18 months, (that's right, a year and a half) ago, they claim my employer never paid. Now they want an additional $750 or they will cancel my coverage, and keep the $1400 I already sent them. Thieves!

My mother is 97 years old. Been paying for her LTC for 47 years. We should of taken that premium and put into a trust than using this LTC insurance company. I've called 4 times to get address change and never changed - now I've been on hold for 29 minutes and still waiting. Every time I called to find out information for the claim payments, I was always told something else. Today I called and now my mom has to pay out of pocket for 180 days and then they'll start paying. The claims person was rude. Called me rude - I wanted him to listen to me and he would just interrupt and no desire to listen to me. I would suggest to anyone looking for LTC to NOT sign up with Transamerica Insurance Company. GO to Mutual of Omaha or anyone else except these people.

We started my dad's claim in Dec 2016. Now April we still don't have a check. Not only is the wait time for each call unacceptable (over an hour) every time there is one more piece of paper they need. It takes over 3 weeks for them to process every piece of paper they get. They are doing everything possible to delay the payment. In the meantime they still are taking their premiums every month while my folks are paying the outlandish assisted living fees. They have been making premiums for many years and this is their first claim. I assume TRANSAMERICA is trying to delaying in hopes they die and then they can deny the claim. These delay tactics are inexcusable and cruel to elderly consumers. They are thrilled to take the money and promise to be there for you but hmmm where are they now?

My Parents have paid expensive premiums for 20 yrs and always paid the lump sum full amount of premium on time every year. Now, when my dad needs the policy reimbursement for a licensed, state approved Assisted Living facility, they make it impossible to get a reimbursement payment. We have completed ALL the requirements, approvals, interviews and observed their instructions (per their written letters) to date.

My mom bought a policy 30 years ago. It gave her comfort that she'd be taken care of in her old age. At 88, with advanced scoliosis, failure to thrive, periods of confusion and several falls they are denying her claim. They say she doesn't meet criteria of needing care and they don't want to reimburse me the close to $9000.00 I've paid out of pocket as they stall or to pay for future care even though we've never missed a payment and are currently still paying premiums. They have stalled for 3 month, constantly insisting they are not getting the 68 pages of faxed documentation sent countless times by fax attention different contacts on documented dates as had the facility. I've then followed with a phone call to verify they got it. I have to wait several days each time before they can report they didn't get it.

My mother paid every increasing LTC insurance premiums for ~15 years. Now at age 93 she just now entered into assisted living. Transamerica considers assisted living to be community care for which she is entitled to only 50% of the benefit that they would pay for total nursing care. Also, the rental portion is excluded. Okay, I understand all that... However, she is required to continue to pay 100% of the quarterly premiums. I would have thought the premium would have been reduced to cover insurance for nursing care since her claim was approved. Instead, at the same time that her claim was approved, she received notice that her premiums are going up: "This is the first of (three or four) rate increases that will be applied to your policy over the next (three or four) years." At the beginning of year three, her premiums will be 175% of her current premium. Unbelievable!

I called to set up a reassessment for my husband (policy #**). I waited for about 10 minutes and then was given a message that they would call me back. I left my # (They said wait time would be approximately 45 minutes). They called back in about 35 minutes but then was given a message (hold for the next available person or call back at a later time. Why would I have to call back at a later time). After about 7 minutes I spoke to William and he said he would transfer me to the correct department. I asked how long I would have to wait. He told me "just seconds".

I purchased this long term policy several years ago. My first and only claim was for a home monitor system after my doctor made the suggestion because of a stroke and living alone. The claim was filed in December 2016. It's now almost March. They found every excuse in the world to avoid paying. A copy of my receipt was not enough. They wanted a copy of my payment receipt. A prescription from my doctor was still not enough. They required a nurse to make a home visit. Still when I called after waiting on the phone for over 2 hours. I spoke to a very polite customer service representative. Finally they approved the claim and will send a letter. They will eventually sent a check. What a disappointment this company is They will try not to pay any way they can.

I broke my foot and ankle on December 20th. I had to miss work and filed a claim to Transamerica. They repeatedly denied that they received all the required faxes and gave me the run around. After threatening to file a complaint with the state insurance commissioner they sent my payment and admitted receiving the faxes 4 times. Now it's time for my second payment and around we go again! They claim a fax from my doctor was never received. I checked with the doctor's office and it was faxed. They treat me like an idiot when I call and I have had enough! I am going to file a complain with their state's insurance commissioner tomorrow. Please do not do business with this company!

My parents purchased a long term health insurance policy back in 1994. It subsequently got bought out by Transamerica. The benefits were supposed to include Home Health Care, Assisted Living, and Nursing Home. We moved both parents into an assisted living in September 2016. The Assisted Living Care Center bills the family and then we are to turn the bills into Transamerica to be reimbursed for. The first 3 bills came back as "Elimination Period not reached". When I called to ask TA about it they said there is a 90 day elimination period that is not covered - I cannot locate this in the policy. Now that the 90 day period is up they are still declining to pay for the bills stating they do not pay "rent, TV or phone", the majority of these bills are for rent, around $2000 - rent includes all the 24/7 hour care, med set up, med passes, food and meal preparation, help bathing, dressing, reminders. This part of the bill is getting declined.

Transamerica had no problem taking money for $1500 month for 24 months for long term insurance. Now it's time for me to get the payment it becomes an issue. They find anything not to pay. I'm just sick of it. I've taken the papers to the doctor and when they receive it they send me the same papers again but keep adding and looking for ** just so they do not have to pay! Never ever again. Bills have to be paid and they withhold your money. No stars in my book. Just awful.

The payments from Sally's policy were being paid when the amount claimed was for a small amount. When I was providing about 90% of the care the policy paid for a sitter 12 hours a week, split among 3 days. I had my own health crisis and was in ER and ICU for several days, then transferred to standard hospital bed. During that episode Sally had 3 caregivers for round the clock care. I have just received notice that Transamerica will not pay 60% of the claim because the care received exceeds the amount of care approved. In reading the other reviews on this site I am struck by the division between good and bad reviews. The good reviews reference treatment during the purchase phase of doing business with the insurance company. The bad reviews are from people trying collect benefits due them from their policy. I wonder how well the company will fare in a jury trial over their denial of benefits practices.

Easy to contact and professional agents. Very willing to clearly explain benefits and answer questions for me. Also very good at helping me file the proper paperwork to start benefits administration. If and when I am disabled, they will pay 60 percent of my annual base salary for a period of one month up to 40 years until I die or live to social security. My insurance coverage is good for any and all accidental injuries that keep me from being able to perform my job. I must be off work for 30 days before my benefits begin. My monthly premiums are pretty low and are easily worth the protection that is afforded my family and myself. Additionally, the side benefits from the policy are a bonus to anything provided by other vendors.

These people are horrific. They have been paid tens of thousands in premiums over the years and now refuse to pay anything. They ask for the same paperwork over and over again. They try to confuse the issue by lying about what the policy covers. Frankly it reminds me of the Grisham book, Rainmaker. I suspect this is all policy within the company. That is primarily the elderly grieving spouse that has to deal with this, makes the company predators and low lives. Do not buy any policy from this company.

DO NOT SIGN UP WITH THIS COMPANY!!! My husband got injured and had to be on light duty for 4 months. I submitted all the paperwork after he had surgery and they kept telling me my husband's injury was not covered. EVERYTIME I called, I got a different story on what was covered. They have been stalling like crazy and I have called customer service OVER 20 times!!! So far we have received $50 here, $50 there. They still owe us over $2,000. They are a joke!

Have been trying since late May to get a LTC claim established for my 92 year old father who is living in a skilled nursing care center. They sent a retired nurse to visit him, get signatures and complete forms only to send the same things in the mail for him to do again. It took two letters and a phone call to get his mailing address changed. We did have issues with the nursing home faxing his monthly statements to the Medical records fax number instead of the claims number. Obviously those two departments don't talk to each other. After getting confirmation via a form letter that the monthly statements were received he still hasn't received any money. I don't understand why I have to keep calling to try and get something to happen to no avail. I can't believe this company is on a list of top 11 companies. There must only be 11 selling long term care insurance. My next call is to the state insurance department.

I'm sure I could get very annoying with all my questions and concerns and everyone who's helped me is always so nice and patient with me. They're different. Took me some getting used to but now that I understand it I enjoy it quite theorly. I'm very satisfied with my service all around. Couldn't be any better. They are all about their clients and customers. I'm so pleased to have the honor in being a client. Never have I had an issue. Fantastic great customer service. Happy patient experience is valuable. Lovely. My type of money saver. My favorite product by far. I refer to everyone I know.

It feels like they actually care about me. They listen to my problems and help me the best they can. They are always patient and understanding with me. It's written in easy to understand phrases and words. It is fair and concise. And explains to me exactly what they do and do not do. Their help line is always willing to help me with any questions I have on it. I have had no problems that they do not cover. Their rates are fair and within my budget. I get a letter regularly telling me how much my part of the payment is, and how much it cost all together. Again, it fits well within my budget. It covers all my expenses and leaves me with peace of mind that I won't end up paying too much for my care.

Very helpful and fast customer service. Had several questions and they were very knowledgeable. I am now assured that I am in the best of hands. Many different policy options to get you the desired coverage you need. They have something for everyone out there whether you want a little or a lot. They have many different types of coverage that would be great for anyone and everyone, whether it be term life, long term, whole life, variable universal life, or even final expense life. The value of having any one of these plans are priceless. They have many different options to satisfy anyone's choice. Great choices and friendly customer service reps to get you there.

They were very helpful when I had questions. They made sure I understood everything they had to say. They didn't use any of their big words that no one understands. Their different policy options are explained to you in detail by the representative and they are super helpful in helping you figure out which one is right for you. Their coverage is amazing. It seems to cover just about anything and everything you can imagine. The representative is very helpful with walking you through what they do or do not cover. I would recommend them to anyone and everyone because they are so helpful and friendly. The representative is very knowledgeable and very friendly.

I found the customer service to be absolutely horrible. They are not helpful whatsoever. The specific "customer service representative" that I spoke with was lacking an education, patience, and general common sense. I was pulling my hair out dealing with them. The policy options are definitely a joke. There is what you call overpaying for the product which is the position I am in now. And what makes it harder is the lack of options I get. Coverage equals... Well nothing. Because that's basically what you are getting from them. Which is an absolute shame and rip off seeing all the money I am paying to them. The value is absolute crap. As I stated before there is nothing I like about this at all. Nothing at all. Period. Hate it. Hate it. Hate it.

Customer service is great. They are so wonderful and helpful. They also have a 24-hour hotline to call anytime you have any questions or concerns. The policy is great for people of all ages. It's a great deal and isn't too much money. Covers most of what you might need it for too. Great insurance. Definitely will recommend. It takes care of my everyday needs. I'm uber satisfied with my choice in choosing this specific insurance. I love it. I'll recommend to anybody that asks about it or need insurance period. Definitely won't be disappointed and very well worth the money that you have to pay.

My wife got cancer two years ago. I was in really bad situation - just let you know Transamerica provided a good service and also as long as my plan was FFIOL I got about %6 in average for the money I paid in to the saving that is available mixed with Long Term Care in FFIOL.

My claim was taken care of very fast. It took less than a week and 2 phone calls and everything was taken care of. I've never had not 1 complaint about the customer service I have experienced. I had no problems with any of the policy details as such I've had with other insurance companies. Anytime I needed to use my insurance I haven't had been disappointed with not one instance. Very pleasant to deal with. I currently have the most coverage I could acquire due tomorrow on a previous medical condition... which a lot of other companies would not accept or cover me for. The coverage is invaluable. I couldn't be happier with my experiences with the company nor can I put a value on the service I've experienced.

The customer service was fantastic by far. The only thing I can say is that they were so helpful. Any questions I had they were there to answer and help. Overall I had such a wonderful and inviting experience. The policy options were so pleasant. I wouldn't change them for anything. Everything was very concise and thorough. It describe what was expected and was easy to follow. My coverage is fantastic. I would recommend to anyone. This is great and I feel like I have great coverage and can go anywhere with anything. The coverage is completely what I need. The value is completely worth the money. The only thing that was disappointing was that more people don't have it. The value is worth every penny. I am covered with everything and value is key.

My husband was diagnosed with terminal brain cancer almost 9 months ago. Transamerica has been asking us to submit forms EVERY month to determine his eligibility for disability in spite of the doctor's repeated information on the claim form that he can never return to work. He has been given 1-2 years to live and we would like to focus on keeping him alive for as long as possible, not fighting to pay bills. Like other people who have been complaining, my husband paid into this policy for years and now that he is trying to get paid it's been a real struggle.

I've been told housekeeping services weren't covered. I found out they are in my mother's policy then they told me the services had to be supplied by a licensed company but there weren't any in her area. My mother's policy covers unlicensed people. Now I've been waiting three weeks to hear back from them about the claim I opened. My parents paid tens of thousands of dollars in premiums and can't get a penny back when my mother needs it. After reading over my mother's policy and seeing how much they paid in premiums I will never get a long term policy. They are a big ripoff of older people and should be outlawed. It's a disgrace that companies prey on elderly people like my parents.

Decent customer service. Not the most friendly of customer service but not horrible. Sometimes difficult to get thru to a real person. Other than that it's ok. Simple and easy to understand - I didn't have any trouble finding exactly what fit me and my family needs were met easy. Wish it had a more affordable option. I would recommend this company to friends and family and have before because it's a company that I trust and believe has a good foundation of trust with all of its customers. The value is alright. I wish it was more affordable but like I said before sometimes you have to pay more for better and this is the best I have found so far.

Customer service is very helpful and I found them to generally be hassle free. Never had any issues in dealing with them over the phone unlike most other companies. I never had to hold for long periods of time or wait that long to get through to a representative. They offer a broad range of policy options to choose from that allows to customize to best suit your needs and preferences. They aren't as cheap as other companies but it is still affordable coverage. I am satisfied with the value of the coverage I am receiving. Their coverage options allowed me to choose the plan that I wanted based on my preferences, needs and budget.

The "long term care" products sold by this company are a total rip off. The company is all sales and marketing and no service or payments. Be sure you read beyond the fine print. After paying $15k a year for over 10 years, their product is basically worthless, and they will not pay.

Transamerica is the worse insurance provider I have ever dealt with. My parent paid into this policy for years. My mother is now in an assisted living facility. You literally have to call them every month at least once to get paid regardless how you well and timely you provide the information. It's amazing that every time I call they say "your check is being processed and it will mail the next business day" and when I remind them of what their commitment to me was last month they say "that was inaccurate information". The care facility is really good about faxing them the invoices when they need to be sent and it still doesn't help. My mom has been there going on 7 months and I have had to call every month at least once to get anything from them. It's as close to a scam as you can get.

Transamerica Long Term Care is the worst experience that I have ever had in my entire life. She has had a triple bypass, intestine polyps section removed, hip replacement, and hand surgery. It was my mother's policy that was sold to her by my brother years ago. She has wasted thousands of dollars in premiums. The final decision without question was to let the policy lapse. After four months of just submitting the claim, and the claim being denied, then resubmitting and no response. Do not purchase anything from these low life characters. You will also find that it is not worth having, even if they paid. Took brother out of her will, and I want to share. He still thinks it is great. He lost everything he put into his policy, and his wife. The company he had went broke, and just think of the countless people he has sold this to. Go State Insurance Commission.

I called a few weeks prior to stop having funds transferred into my 401k. I provided all the basic details name, date of birth, address and such. I was told that when I left my employer I could call in and cash out my savings account. Today when I called to withdrawal the 401k, I was told my birth date did not match and that my account would be put on a legal hold until I faxed a copy of my driver's license to them. When I asked about how I was able to make financially impacting decisions before, I was told they were unsure and that they could try to have the call pulled if, and it was a very big if, it had been recorded. I called a lawyer and made a formal complaint to the BBB.

Like everyone else, my family member needed medical help that she paid premiums for over twenty years. Transamerica does honor their policy agreements and the customer service reps are VERY nice and understanding. However, they delay paying claims as much as they can, and do not have enough staff to answer the phones. They used to allow you to leave your phone number and they would call you back. Now, it is not uncommon to wait, on hold, for almost two hours. That is inexcusable. What is this where they only pay claims one day a month? It is obvious that their administration does not care.

Trying to get my mother's claim for benefits approved was a nightmare. Every week I had to send more records, care notes, invoices, and documentation. Somehow a 90 day elimination period lasted 200 days sitting on hold for hours just to see if they received a fax! Just a nightmare. I waited 11 months just to receive a denial letter from them, stating that my mother with dementia had not validated her need for care! Insane! She has paid premiums for this policy for 23 years! I am GRATEFUL I called a company to appeal the denial and get my mother her owed benefits. If it wasn't for ClaimJockey dealing with the insurance company and getting an approval, I don't know what I would have done. Sold my house I guess!

After my father died in 2000 my mother opened a Long Term Care policy through her financial advisor with Transamerica. She has paid into this policy for 15 yrs and always paid the full amount of premium on time every year. Now, when she needs the policy reimbursement for a licensed, state approved Assisted Living facility, they make it impossible to get a reimbursement payment. We have completed ALL the requirements, approvals, interviews and observed their instructions (per their written letters) to date.

My parents have been paying monthly premiums for the past 16 years. Now that they are in an assistant living facility it’s time for the company to pay what is being owed. It has been a battle with every step. They lose priority mailed information. They have taken much longer to pay out what is owed as far as the 15 business days. You will never get a supervisor to call you back. You never talk to the same customer service rep. They are supposed to stop taking out the monthly premiums after 61 days. They have taken out four months of premiums. That is a separate entity within the company. The representative will tell you one thing and when you call to follow up on what was stated because it wasn't done You will get a whole different story. Excuses for not putting the payment in direct deposit is manpower. Short of staff. If levels of care change, you will get a system generated letter saying you owe past premiums for 3 to 6 months.

Transamerica does everything possible to avoid paying claims. They put you through hell to qualify for assisted living. Then once you qualify they never pay the claim within the ten days they promise. They have two hour hold times on their phones and question every invoice sent in. They insist on speaking to the bookkeeper knowing they will never get a call back because of the wait times.

A claim payment was held because a yearly assessment of my mother was being done. My mother is quite with it mentally and physically for 89 years old. She has not had an assessment from a Transamerica nurse since she first went into Regency House in 2011. So why would they hold a payment on assessment they have not done. This company is not easy to work with and find out things from in which to make sure I am sending claims on time etc. Sure wish I had a agent or claims person that I could work with directly instead of spending hours on the phone and not getting anywhere!!!

We purchased TransAmerica Long Term health care in 1996. After allowing their premium to be debited against our account for well over $50K, they are continuing to throw roadblocks which prevents them from paying the agreed amount of $1500 for home care. After being interviewed by a contract nurse, we provided all required documents. Until....my husband was taken to hospital with a blood sugar reading of 582 and was diagnosed with pneumonia. He was given antibiotics for 3 days and then transferred to skilled nursing home. Now they accuse us of "changing our care provider," Yes, we did. My husband needed emergency care.

Hi my name is Mary Ann **, I'm an employee for MTA. I have had Transamerica for the past 19 years. When I signed up for transamarica I was told that if I had a baby or became disabled I would be covered for two years. First I signed up to receive $1350 per month. Then in 12/11 Transamerica contacted me and told me they were going to increase my payout payments to $1500 per month. On 2/18/12 I had a car accident and I'm unable to work. When they sent me a check for $1350, I informed them that they were the one who changed it to $1500. Needless to say they NEVER gave me the $1500. They only paid $1350. I went back to work and had a reinsured.

Last year they gave us a rate increase of 13% and I understand that the insurance department of CT Partnership approved this increase. This year TransAmerica has issued another rate increase of 16% - this is 29% in two years. They have not provide any reason/rational for doing so.

I strongly object to this year's increase and suggest that CT Commissioner's office seriously reconsider rescinding what appears to be their approval for this two years in a row dramatic cost to consumers.