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Transamerica Long Term Care Insurance Online Reviews

Company Name: Transamerica
Year Founded: 1984
Country: United States
Overall average rating of 1.7 out of 5, and the percentage of positive recommendations 6 %
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!
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.
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 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 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.
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!
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. Their agent's interview & evaluation said she needed full home health care. Transamerica lied, delayed, gave us different answers every contact & denied our claim. We finally got $200/mo for home care, but now learned we still have to pay $500 premiums. Just imagine how they will treat a claim for Full Care when she needs an assisted living or nursing home. Never have I experienced and witnessed such greed and deceit from a company. Buyer beware of this Insurance Company in ALL forms. We will report them to the Texas Board of Insurance.
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.
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 proceeded to wait about another 10 minutes when a Steve came on the line and attempted to assist me. I doubt he knew what he was doing. I asked him how long he had been with the company. He didn't answer and after several minutes he figured out what he needed to do. I AGAIN asked him how long he had been with TransAmerica. Rather than answer he said "A little while". I said, "Does that mean 1 day or what". He finally said about a year (which I doubt) as he had to read the policy to figure out what was covered or what was not. He was very inept and I should have asked to speak to someone else who might know what they were doing.I could hear a woman in the background helping someone and she seemed to know what she was doing. We have paid premiums for many, many years and when I call I get the run-around. I think someone should check on the customer service employees and have an extensive training program. I was on the phone for over a hour just to set up a simple appointment. The last time my husband had been assessed the appointment was set within minutes because I spoke to a person qualified to help.
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.
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!
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!!!
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.
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.
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.
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 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. I waited the 65 days grace period instead of paying the premium. If TA had paid the claim within 15 days as the policy stated, that premium would not have been due. Then, I got a call saying that her policy had been cancelled due to non-payment of the premium. So I overnighted 1 year of premium to keep the policy from being cancelled. The check was quickly cashed, but the benefits which were now 3 months in arrears did not show up. Finally, 140 days after she was eligible for benefits, she received a payment. And it took a total of 232 days for TA to refund the premium that should not have been due, and that is after I spent hours and hours and faxed many more documents to get them to refund it. And remember, the policy says they will pay within 15 days of "Written Proof of Loss" which had been previously provided.Now she is in the nursing home on hospice. She has collected benefits for 12 months and we are waiting on payment for the previous month… 30 days after the bill was faxed. I would be happy to cancel this policy if they would refund the payments she has made over the years. She, as well as many others, sacrificed to pay the premiums on this policy, and she needs the benefits paid on a regular basis in order to keep her bills paid. If you have a TA policy, you need to have a lot of money in reserve to pay the bills while you are waiting for TA to decide if and when they will pay. TA makes life miserable and stressful. Their customer service is rotten. If you call, it is nothing to be on hold for 2 hours or more. The customer service personnel do not know what is going on and do not know the benefits of the policy. There is no one customer service person you can speak to who is familiar with your policy. I know that other companies assign a "care coordinator" to each policy holder so there is some continuity. (My mother's policy says they will provide a "care coordinator", but that is another thing that TA doesn't do.) My neighbor’s parent’s policy also paid for diapers and dietary supplements by just providing the receipts for those items. TA won’t pay for any of that unless the facility buys it and bills for it, and many facilities will not do that. I agree with others who have reviewed TA here. DON’T BUY TransAmerica LONG-TERM-CARE INSURANCE! There have to be companies that are better. I believe that there should be a class-action suit against TA. They do their best to not pay any benefits, and like others have said, if the policy-holder does not have someone who is willing to spend a lot of time and jump through a lot of hoops, TA will not pay at all. It is an intentional plan to NOT PAY.
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. They just keep stringing us along saying we have not sent in the right forms (which I have done 3 times now) or something else needs to be re-signed and dated. Their customer service is absolutely terrible, a 30 minute wait to talk to anyone and if they transfer you then another 30 to 45 minute wait to talk to the next person. Very frustrating. They say they are eligible for $98.00 a day for assisted living (and have been accepted, along with the Assisted Living Place) and around $200.00 a day for nursing home. We are taking all information to an attorney hoping to get some kind of response from TA. We are interested in filing a class action lawsuit against this company. It sounds like there are a lot of people out there that are having the same problem.
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.
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.
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?Updated on 05/21/2018: This is a follow-up to my earlier message today. I called Transamerica today and got a real person, a gentlemen named Gerrod. He related that, while the premium increase cost (which we had agreed to) is being put into effect, the monthly payments were not required. Hence the reason they did not withdraw the payments from our bank the last two months! When would this be? He "didn't know"! Hum!
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. 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. More importantly, they also demanded a long list of documents from both the skilled nursing home and the hospital. We were given 45 days from the date of letter to provide this documentation. This letter was dated Oct. 15, 2014 and was received Oct. 25th. I had been told by the agent that the letter dated Oct. 15 was coming so had alerted my mail carrier to watch for and sign date. It was stamped with bulk mail which shows no date of actual mail. How clever is that. They just stole 7 days from the 45 days we were limited to. The stack of information required measured 1.5 inches and cost $18+ to send including a return receipt. Can you begin to imagine how long it will take them to read through? My husband has been removed from all medications and insulin. He is a world war II veteran, aged 88 in Dec. I had requested a detailed list of all monies we had paid into TA for this coverage. Three weeks have passed and no info. My local agent Andrew **, has been unable to get any action from TA either, though I doubt his persistency. My husband is terminal and his time is short. I truthfully believe I will never recover a penny from this unscrupulous company. I hope a class action suit develops and I plan to tell this story to every official of my state and any entity that pursues these practices.
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.
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.
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.
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.
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. We paid the first 90 days out of pocket, when in all reality ends up to be 120 days out of pocket, due to their constant and neglectful documentation in letters. It's always after the fact. I have NEVER seen an organization so inept and blatantly ignorant to a senior citizen's needs. Their accounting dept and claims dept are all done manually, 10-15 days (as stated in their written documentation) processing time is actually 30 days. For an insurance company of this size to be SO behind the times, deal with large sums of money, it's a battle to pay out every single month. Not to mention, there is never a resolution for the amount of time one waits to get a resolution, payment, or valid reasoning to the delay. I could not imagine any senior citizen trying to deal with this company. I find it to be highly disrespectful, EXTREMELY poor business ethics and downright despicable to their policy holders and family trying to help. I would NEVER recommend Transamerica to anyone, EVER, for ANY insurance policy. Shame on you, Transamerica!
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.
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 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.
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. You have to call and get that re-waived. You will be on the phone everyday or at least every week to find out or get them to do their job! It appears that they are abusive to the people they serve. Older people don't get the hoops. Family member will have to jump through to get all the steps, payments, and paperwork right. Send everything via priority mail, Write all page numbers on bottom of each page, Include all of what you are sending, Be sure they get every billing statement each month, Program their number in your phone, Keep written log of all conversation on paperwork, Include name date time of conversation keep all fax transactions. Because They Will lose those as well. Keep track of all dates of confinement so when that 61 days is done They aren't still robbing your parents account of premium 90 days so they start paying when they should. Read the policy carefully. Forewarned this is not an easy or customer friendly company. They are happy to take your money but very slow and try to find loopholes to not pay. Lastly, the company will require you to go through a nursing assessment. Be with your family member!!! Loopholes!!! The company will have an independent nursing agency do this assessment. But that company is somewhat incompetent as well. They forget to notify the facility the nurse is coming out. They want a ton of paperwork at that time. They try to do the assessment on weekend so staff aren't there to give nurse needed paperwork. You the family will be very busy advocating for you loved one. The bright spot is its better than paying all the money out of pocket. This is how they have extreme control.
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!
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.
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