Business ProfileforPrudential Long-Term Care

I have had Prudential Long Term Care insurance for over 20 year. January 2023: I applied to have the policy activated and received confirmation March 2023: I received approval and given a 100 day wait period to begin either in home or out of home services. *** 7: Earliest date to receive benefits *** 21, ****************************************** ******, **, and Heartis submitted billing for *** to Prudential. Heartis received no response from Prudential. June 12, 2023, I received a letter from Prudential saying they had all necessary paperwork. I never received reimbursement. June 22: I called Prudential to ask about the status of my claim. Prudential indicated the *** claim was not approved because of "improper dating" and they did not have a faxed copy of Heartis' license. ******* submitted the faxed license and new billing on the same day, June 22, 2023. I never received reimbursement.July 3: I called Prudential to ask about the status of my claim and to confirm they received all of my updated paperwork. Prudential indicated they had not received any fax. Heartis resubmitted both the license and the ******** for *** and June on the same date, July 3 2023. I called again on July 3rd to confirm the required fax had been received and was told, "Their faxes take at least ***** hours to process." July 5: I called Prudential and they confirmed they received the documents and that everything was now ready to proceed. By July 19 I had yet to hear from Prudential, so I called to check on my reimbursement. I was advised a check had been mailed July 19. By July 28 I had not received my reimbursement so I called Prudential, again. I was told the check had actually been mailed on July 21. According to Prudential's contract terms, they should have mailed the check within 14 days of approval (July 5). By their own admission they are out of compliance. I am still waiting for reimbursement.