Transamerica Long-Term Care Insurance

My 90 year old aunt has Alzheimer's and moved into assisted living six months ago, and I started the long term care claims process with Transamerica five months ago.

They have a very effective and dishonest strategy for not paying what they promised: ask for a document, receive it then ask for another, receive it then ask for another, without end. They never call back, never reply to correspondence, never admit that you've already answered their questions.

The intended effect of all this delay is clearly to get the claimant to give up, or better yet wait until the insured is dead. This is a straight-up scam. I have field a complaint with my state insurance department, maybe that will help.

Updated on 10/23/2023: As a follow-up to my July 2023 review, I have called this terrible company at least three times a month since July and I STILL have not received payment. The reps are nice but have no power. They keep saying everything looks like the payment should go out, and they send a request to expedite. But you can't talk to the people making the payment or a supervisor. What kind of terrible customer service policy is that? It has now been seven months since they said the payment would be made. They are clearly waiting for my mother to die. Just disgusting.

Original Review: Save yourself major stress by avoiding this company. They are either incompetent or avoid payment at all costs. They told my mother her claim was approved on April 14, but needed more information. That is one of their tactics.

You give them what they ask for then they say, well, we need more. They finally approved payment in mid-June and paid the nursing home instead, even though we had clearly advised them to send the money direct deposit. It was up to me to get the check and send it back.

It has now been 18 days since they received the check and still won't give me a straight answer. Reissuing an approved check should be a no-brainer.

When I called today, the rep said, "You want the money sent to the nursing home, right?" Their reps are nice enough but have no authority and it is impossible to speak to anyone with power. I was on hold for over an hour waiting for a manager, then the rep told me she'd keep trying and call me back.

Obviously, she never responded. Extremely frustrating after you pay premiums for years. Our family, in the meantime is out almost $40,000. We aren't rich, so that money is desperately needed. AVOID TRANSAMERICA LIKE THE PLAGUE!

My elderly mother bought her LTC policy in 1998, and filed her first claim for benefits in October 2002. TA sent a Registered Nurse out to assess her in Dec 2002 at her home. The nurse found she could not perform hardly any of activities of daily living.

Mom then moved to assisted living level 2 care facility. TA denied her claim for benefits in Feb 2023 after misrepresenting the RN assessment indicating Mom was able to perform all ADLs. We appealed denial and now June and still no decision.

They are impossible to communicate with. That is their way of denying, delaying, and not paying any benefits to claimants.

Yes, it is time to file charges for mail and wire fraud due to their receiving premiums but not providing any benefits. Is there any question this behavior is intentional? The US Attorney in Iowa has been contacted about this elder abuse and consumer fraud.

I am so disgusted reading these reviews because it is definitely a pattern where TransAmerica (TA) is trying to fraud the elderly out of deserved money. My mom paid her premium yearly for 20 years as my dad had passed away and she thought this was important, even though she never wanted to go to a home.

She was diagnosed with Lewy Body dementia, and she lived with me as she was failing to thrive in her house. In November 2022, TA sent a nurse who agreed with diagnosis. We moved her into an APPROVED assisted living facility in Jan 2023, when we started to pay the 90 day elimination period.

I just paid her 6 month out of pocket and it's been "under review (10 business days)" since April 4 2023. I have called them twice a week since April 4/18. Usually on hold for up to an hour. The gals who answer the phone are nice but they aren't the people we need to talk to.

I filed a complaint with the BBB but that went nowhere as they just scream HIPAA. I have advised them I will be hiring an attorney to get all $35000 of my mom's money back. If I was an attorney I would be putting together a class action lawsuit.

My mom will most likely have to move out of the AL facility and back in with me which will be detrimental to her health, which is what they want - they want people to die so they don't have to pay. TransAmerica is basically a terrorist organization.

Horrible, horrible, horrible. I am 92, and all the previous complaints pertain to me. On hold for an hour or more, they do not pay submissions, change requirements all the time, try to confuse you, send out people to see if you are still breathing..they take forever to pay if at all, and try to confuse, confuse confuse.

I have sent my Dr’s prescriptions for care and equipment to them and they say they do not honor prescriptions. What? Whose word do they take? I know their game…for sure…wait it out and old people die. If ever there was a reason to hold on, this is it.

They may have underestimated this old person. I haven’t run large medical offices for nothing. I am after them. Someone has to organize against this major medical insurance fraud. I will begin tomorrow. Let this site be a gathering forum for restitution.

My mother who has been paying thousands of dollars into premiums for Long term healthcare insurance for 25 years moved into a personal care facility for dementia. It is unsafe for her to live at home alone.

She has been evaluated and gone through all of the steps needed to qualify for coverage. Her move in date was November 2022 and now we are near the end of April and She has not been paid at all by Transamerica.

I call on her behalf several times a week always with 2 hour waits, was told many times to resubmit paperwork already sent, then to be told to wait 20 days for them to review the paperwork already sent in numerous times, have been told everything is in and the payment will go in her bank account numerous times...no payment.

I call back, someone else tells me she is waiting for approval for eligibility. They tell me I am not allowed to directly talk to the eligibility people but that they are required to get back to me. They never do so I do the whole process again.

I am currently looking at finding an attorney to help me sort through this. She will go through her savings too quickly to stay in the one she is in if they don't pay for this. I consider this not holding up their end of the contract.

Haven't been reimbursed since January, I've called every week. Get told something different every time, checks in mail - not, you'll receive a call back from manager 48 hours - never received a call back, case expedited - nothing happens, no correspondence as to what's happening.

Was on hold 30 min then got disconnected - rep did not call back. No one cares at Transamerica. We paid for this insurance and they are not paying. Looks like a class action lawsuit needs to be filed.

Where in the world are you getting the data to make this a review of Transamerica? Seeing this makes me laugh out loud. Customer service has been abysmal. I have asked repeatedly for a care manager to call me back or a supervisor and no one ever calls.

My mother fell in June and was in a skilled nursing facility for several months. It was impossible to get full details on what information they needed. After she was discharged home, we set up home health aide to assist with her profound disabilities.

I called and asked them how I should select a home health care provider, how would I know if they would be approved, etc. They provided no information and basically said that her policy would cover anyone we choose.

Well, when she met completed her eligibility period and we tried to make a claim, they demanded paperwork on this independent home health care aide and it has been 3 months now without any confirmation or payment.

Thank god my parents have me to keep calling and assisting with all the paperwork. How do our elders who pay into this for 20 plus years manage this once they need it and are no longer possess the capabilities to manage an onerous claims process. This is frankly elder abuse.

I am reporting them to BBB and to the MN State Department of Commerce and Insurance. If I do not see movement on my parent's claim in the next month, I will be consulting with attorneys as well.

I have read on several class action lawsuits against Transamerica for this kind of crap. How are the authors of this article able to promote this company when a simple search of the web yields multiple complaints and lawsuits?

Horrible service, 45 minutes on phone yesterday. No one picked up. This morning on hold 20 mins on landline. Called on cell phone. On hold there as well. WHO CAN WE CALL TO ENFORCE some service on this company. This is unacceptable.

Filed a claim with this shame of an insurance agency back in January and have still not received payment (it is now April). They constantly lose paperwork even when I send it via fax, email and U.S. mail.

Placed on hold an average of 1 hour every time I call and I NEVER get the same person on the line. You can tell their remote workers have absolutely no power to do anything other than look up the policy online and tell you what paperwork they are missing, even though you've sent it to them numerous times.

They have no online presence. My mother's assisted living facility says they have never dealt with such a shady company. This is criminal and there needs to be a class action lawsuit filed against them.

When my mother began paying on her policy in 1996 she thought she was doing something beneficial. The way they are treating policyholders is negligent behavior.