ComplaintsforLong Term Care Partners, LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I phoned Benefeds on 2/14/24 to specifically ask about cancelling benefits outside of open enrollment since my husband had just recently been hired by a government contractor. During this conversation I was told that once he was signed up with the new policy, all we had to do was call back with the effective date, and our benefits would be cancelled. Today, 5/6/24 we placed that call to cancel only to be told that our situation does not meet cancellation criteria, there is absolutely nothing that can be done, and we have to wait until November. A "representative" is someone whom a company allows to speak for them and do business for them. I would like for the company to own and honor the mistake that was made on their behalf and cancel our policy immediately.

  Business response

  05/24/2024

  Long Term Care Partners, LLC is responding directly to the enrollee by letter. 

  Customer response

  06/04/2024

  I am very disappointed in both FedVips and the BBB. The company intentionally mailed out their "letter" so that it would arrive after the window for my complaint to be closed. I received the letter today, and came to report my dissatisfaction with their finding but you have prematurely closed the complaint. The letter was not a letter at all. It was re-stating their policy, which I called to clarify with a representative, and the representative gave me erroneous information. My dissatisfaction is now left out of my complaint due to their intentional stalling. Unacceptable all around.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I was on active duty during open season, I missed the window for changing my insurance. I filed the appropriate paperwork. Being that correspondence has primarily been through email and that the request was done digitally, I assumed I would hear via email as it did not specifically say. I am again on active duty and was not able to get my mail in time to respond to the letter provided. When I tried to call today, I was told that I missed my window for selection and that even if I reapplied, I wouldn’t be allowed to make a selection for my family because I missed the window. I do not understand how or why a business would only communicate this via snail mail, especially when they know I am currently on active duty. I would simply like the ability to make changes to my insurance account like others that are not serving are able to do.

  Business response

  03/11/2024

  Long Term Care Partners, LLC, has responded directly to the complainant by letter. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 12, 2023 I submitted 2 requests (each one separately) with attached Power of Attorney documentation to get access to my parents long term care policies with the goal of filing for benefits. I specifically requested COPIES OF THE POLICIES. Immediately on submission I received 2 autocomm messages indicating my requests had been received. However, nothing ever came. So I followed up several weeks later only to find that 1: the notice for my mother was MAILED to HER home rather than to me while my mother was in the hospital for a many weeks stay. This clearly does no good. Through repeated efforts on the phone over several weeks, I was able to get acceptance of the POA for my mother and was verbally and later mailed a letter stating that. 2: the notice for my father, despite the autocomm I'd received, was NOT actually received by anyone at LTC Partners. With the service rep on the phone, I repeatedly tried to re-email them and repeatedly, it was not received. I asked for the reps email so I could forward it to her only to be told they don't have emails. There is only 1 email for the entire company and so they would have to contact support to find out why the message wasn't going through. Two weeks later, the best they could do was ask me to resend to the same defective email. Finally after more failed attempts, they appeared to suddenly realize there is a second email address for the entire company and when I used that one, the message went through instantly. After all this, I again requested copies of my parents policies so we could have them reviewed by our financial advisor. After over 1 month, I was incredibly frustrated they hadn't sent them yet. It is now nearly 3 months later and I've received 4 brochures outlining general benefits but no one seems willing to get me the actual details of the coverage. I believe strongly that incompetence to this degree is not accidental and is a deliberate attempt to avoid paying out on these policies.

  Business response

  02/13/2024

  Long Term Care Partners, LLC has communicated directly with the complainant and this complaint has been resolved.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My stepfather went into hospice care. My mother and I completed all the forms LTC sent us for reimbursement of those expenses. One of those forms including an authorization for LTC to work with me on the paperwork. They had an issue with a copy of the power of attorney so i sent a better one. They then had another issue and called my mom. She gets upset about all this bureaucracy so i am trying to handle everything. I used to call and they helped me now they won't help me anymore and tell me the authorizations are not there. I've sent any papers they requested and they've spoken to me in the past. Now they will only call my 85 year old mother and not speak to me. When i ask what is wrong with the paperwork, they won't tell me. I've provided the papers they request and they refuse to help me. They say there is no one that can help me and the only way to move forward is to have my mother call. I understand security of information but this is beyond security. This is just refusal to assist in any way.

  Business response

  01/29/2024

  LTCP is responding directly to the complainant by letter. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'm a retired military servicemember who has TRICARE health insurance and visits the VA for all my health related issues - to include vision services. I am good to go! I contacted BENFEDS in mid-2023 solely to have my son get laser eye procedure during his senior year in high school. I was told I could enroll him during Open Season in mid November. I waited eagerly for several months to be able to enroll him in the Federal Employees Dental and Vision Insurance Program (FEDVIP). I did so Nov 12, 2023 when I called BENEFEDS and spoke to a representative. I told them how wonderful it was to have my son enrolled in FEDVIP as I gave them my information and hung up the phone. Each time I called BENEFEDS I inquired about what they could do for my son because I am fully covered in TRICARE. However, when I went to the BENEFEDS web page Dec 26, 2023 to update my email address, I noticed the only family member I have covered is myself - not my son. I called them and was told, yes, I am covered for vision services, not my son. I asked to have this case reviewed and BENEFEDS told they do an investigation. The said they'd let me know what they determined if I was at fault or their representative when they took the information I gave them over the phone. I called again Dec 27 and told them it didn't matter who was at fault, my son isn't covered and I do not want to be charged one cent for coverage I don't need. I was told I was stuck paying $12.24 monthly until the contract expired in 12 months. I told them flat out it was their fault and it wasn't ethical to make me pay for their mistake. BENEFEDS messed up! I would like to be released from this contract at once. I will not allow them to charge me and not take responsibility in getting me an answer sooner, rather than telling me their investigation could be lengthy and it was up to me to keep the payments up.

  Business response

  01/02/2024

  We have contacted Mr. ******** directly via phone and have resolved this matter to his satisfaction, as of 1/2/2024.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2021, I elected to cancel my FLTC plan as I did not want to continue to pay the monthly cost because I was retiring from the Federal Government. I was told when I canceled that I could elect to start my plan back up and continue where I left off at any time. My wife has also recently canceled her plan but was offered a contingent benefit upon lapse which is a protection feature built into the plan that allows stop payment premiums and provides paid-up coverage with a reduced level of benefits. My wife and I took the plans out at the exact same time. After speaking with a representative on Dec 21, 2023, I was told that because at the time I canceled I was not offered the same contingency benefit as my wife. How is this fair to a consumer who has paid into a FLTC plan every month for years? The monies I paid are gone and I can't pickup where I left off with my plan? This seems completely unfair to any individual. I feel like I've been robbed all the money I paid into the plan. The only right thing to do is for this company to offer the same contingency benefit plan to me as what my wife has received. The amount I've listed as what I paid into the business is an estimate only. I expect the same contingency benefit plan as reparations for the money I've lost.

  Business response

  12/29/2023

  We are mailing a written response directly to Mr. ***** to provide information on the FLTCIP Contingent Benefit Upon Lapse.

  Customer response

  01/02/2024

  I cannot accept or reject this complaint in 10 days as the company is sending me a document in the mail. I will not know until after I read this document on what my next steps are. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023 I enrolled in federal dental and vision benefits through BENEFEDS and received confirmation of my enrollment. When attempting to utilize these benefits I was told that I did not enroll because I had the wrong Federal agency listed. Firstly, I departed the previous Federal agency months before the enrollment in question. Secondly, I enrolled with my new Agency information in December 2023. The inability of their technology to update my information or maintain it properly was not my error. One cannot enroll without using their current federal agency. Their technology Miss assigned me to a position I was no longer in and yet they are blaming me and refusing enrollment. When I called their customer service they were very impolite and essentially called me a liar, which I did not appreciate. Furthermore their failure to offer me any kind of workable solution because I obviously need the insurance is ridiculous. I have had the same dental and vision coverage for decades and now all of a sudden they kicked me out. I also have no record of their notification of the termination of these benefits because they were using the wrong agency based on their error. This company is a disgrace and I don't know how they can have this contract.

  Business response

  11/01/2023

  Long Term Care Partners, LLC has responded directly to the individual by postal mail on November 1, 2023. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Once again I understand increased rates. What I don’t care for is higher coverage amounts. Current premium, current coverage and even higher coverage???? What happened to the hybrid option of lower coverage and higher rates? It takes underwriting to increase coverage. But not reduce. Can I reduce my coverage after January? With doubling of premiums why didn’t they give lower coverage options?

  Business response

  10/30/2023

  Long Term Care Partners, LLC has responded to the complainant directly by letter on October 30, 2023.

  Business response

  10/30/2023

  Long Term Care Partners, LLC has responded to the complainant directly by letter on October 30, 2023.

  Customer response

  10/31/2023

  
  Complaint: 207*****
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  I haven’t received the letter yet so I have to reject. 
  
  **** ****

  Customer response

  11/21/2023

  
  Complaint: 2077****
  
  I do not accept the business's response as a resolution to my complaint because you closed the ticket the day the letter came out.  That doesn’t mean I agreed to it. We close when we agree   It doesn’t mean resolution   

  if the price doubled, why am I being forced to buy more not less????  I have to go through a special step to decrease and I’m not even sure what the offer will be.   Again if you double the price, drop the quantity you sell us   I am basically being forced to buy more  

  : [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Sincerely,
  
  **** ****

  Customer response

  11/21/2023

  
  Complaint: 2077****
  
  I do not accept the business's response as a resolution to my complaint because you closed the ticket the day the letter came out.  That doesn’t mean I agreed to it. We close when we agree   It doesn’t mean resolution   

  if the price doubled, why am I being forced to buy more not less????  I have to go through a special step to decrease and I’m not even sure what the offer will be.   Again if you double the price, drop the quantity you sell us   I am basically being forced to buy more  

  : [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Sincerely,
  
  **** ****

  Business response

  12/08/2023

  Long Term Care Partners, LLC has responded directly to the customer by email on December 8, 2023. 

  Business response

  12/08/2023

  Long Term Care Partners, LLC has responded directly to the customer by email on December 8, 2023. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Once again they are raising their rates with little notice nor explanation. The only excuse provided is that I am "among a group of enrollees whose premium is considered to be inadequate." In other words, they aren't raising rates for everyone, which clearly means that people in my age group have been singled out for rate increases. They need to explicitly say why the "group" I'm in is any different than any other.

  Business response

  10/12/2023

  Long Term Care Partners, LLC, responded to the complainant directly by email on October 5, 2023. 

  Customer response

  10/12/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: The only “response” they provided was simply a copy of the original correspondence they sent to me, which is exactly what the complaint is about. It wasn’t a response at all. They need to actually provide a point by point individual response to my complaint. This is ridiculous.

  Sincerely,
  
  ******* *****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted a claim for my 89 year old grandmother on June 6, 2023 and it’s been over a month and I still have not heard anything back. My grandmother is in dire need of long term care and has been paying into this company since 2002. When I call, it’s a call center feel and they are unaware of my prior calls and attempts to inform them of my grandmother’s current condition. In November 2022 the federal government suspended sales of this long term insurance after being informed by John Hancock that the premiums were unsustainable. I feel that this is also affecting how the claims are being treated and how the company is being run. My grandmother’s health has been declining since April 2023 and I’m looking to get this claim resolved and find my grandmother a place to live out her life.

  Business response

  07/21/2023

  Long Term Care Partners has responded directly to the customer by phone to address their concerns.

  Customer response

  07/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩