Complaints

This profile includes complaints for Long Term Care Partners, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Long Term Care Partners, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Long Term Care Partners, LLC

  100 Arboretum Dr Portsmouth, NH 03801-7833

• 

  Long Term Care Partners, LLC

  P.O Box 797 Greenland, NH 03840-0797

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/21/2023

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

  Customer Answer

  Date: 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,
  
  
  
  **** ******

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for long-term care insurance with Long Term Care Partners, LLC. On March 9, 2023, I was sent a letter of denial stating that a current medical condition was not being treated. That is incorrect. My doctor provided options, and one of these was observation and regular testing, which I have done as scheduled. After I told my doctor of my decision based on the options he provided, he said he would have taken the same path if it was him. There were other items listed that I am working on with diet and exercise, though they said they did not contribute to their decision. I am asking that the business gain clarification for the primary reason for denial and reverse the decision, since I am being treated, and successfully.

  Business Response

  Date: 07/12/2023

  We are mailing a written response to the applicant on July 13, 2023, explaining our reasoning and providing them optional next steps for reconsideration of their application.

• Initial Complaint

  Date:06/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I retired from Active Duty Army after 25 years. I enrolled in BENEFEDS dental and vision 01 MAR 23. I had ABW coming out. I did NOT authorize payment coming out of my retirement check. On 06 JUN 23 not only were the premiums taken out of my retirement but they were taken out of my bank as well 2 days later. BENEFEDS stated this was a glitch. Well, now I am ahead 1 month and the premiums were again taken from my retirement. So now I am 2 months ahead on premiums and an ABW is scheduled for July 10. That will make me ahead over $525 for the premiums. I have called DFAS I have called BENEFEDS no one is helping. I want this stopped and fixed and money returned. I cannot afford to pay months in advance premiums. I want to be contacted immediately. I want this resolved.

  Business Response

  Date: 07/03/2023

  FedPoint has resolved the complainant's issue and is mailing a letter to him this week to inform him of this correction.

  Thank you.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** **** is my father. I am **** ********** his daughter. My father is 101 years old(he will be 102 this July) and lives in Leisure World Retirement Community with my 88 year old mother. My father has a litany of illnesses the main ones are bladder and kidney cancer, and in the last 8 weeks he suffered 2 heart attacks. He is now in hospice care in his home with my mother (who also has cancer) as his 24/7 care giver. Medicare only pays for a nurse 1 hour a day. My father cannot be left alone which means my mother has to dash out to shop or get gas etc. while he is sleeping and hope nothing happens. She gets cancer treatments once every 3 weeks and needs a caregiver with him for several hours. They are in dire need on a nurse coming for more than 1 hour. They have long term care insurance since 1990 and have paid close to $80,000 to CNA. I opened a claim so they can get a nurse who can stay longer than an hour on a daily basis. I contacted CNA on May 2nd 2023. They mailed the claim form for my mother to sign on May 4th and faxed the patient assessment forms to the hospice case worker on May 4th. Today is May 15th and nothing has been received by either party. I have called CNA on May 4th, May 8th, May 10th, May 12th and they keep saying they will fax it again but still nothing. As far as the mail they said they have to give it 10 business days. CNA refuses to email anything. If I get cut off from someone they never call me back. I am waiting for manager call back since Friday the 12th. My father is dying at this point and my mother is desperate for help. I can understand slow mail delivery but how can a fax not be delivered after several attempts to send it? Why can't CNA use email?

  Business Response

  Date: 05/26/2023

  We are unable to locate an account under this name. 

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid FLTCP long term care premiums of $260.92 a month since November 1, 2008. In Feb of 2022 my daughter visited and after a month decided to take me to her home in PA and possibly move into an Assisted Living Facility and use my benefits. On March 23,2022 my initial claim was filed. On March 29, 2022, I received correspondence from FLTCP that my claim had been received and medical information requests sent to my doctors. In addition, I participated in a Claims Virtual Health Interview by Zoom call on April 28, 2022, required by FLTC which had to be conducted in my daughters home before I could move into the assisted living facility. I had already paid for the assisted living facility for April. On May 2, 2022, I moved in soon as possible after the interview. My daughter contacted FLTCP on many occasions during May to see what information was needed and she also contacted medical providers to try to expedite the process. At the beginning of June, she called and a representative verified that all medical information had been provided on May 31, 2022 and that a decision on the claim would be made in 10 bus days as per the FLTCP Booklet (copy attached). This quote is also presented on their website. She called back on June 21, 2022 after the ten business days and was told no decision had been made and that the ten business days where a general approximation. Since I entered Assisted living in May my health is not improving but instead I am having more mobility and other issues. My daughter called again today, July 18, 2022 almost 3 weeks since her last call and was told by another rep that again there is no set time for a claim decision AND that the usual time frame is now ten weeks not ten days. The initial claim was filed March 23, I need to know (4) months later if I will have funds to stay in assisted living. FLTC is providing false information in its claims booklets and not providing what I paid for Long Term Care Coverage. I cannot afford care without

  Business Response

  Date: 07/28/2022

  Long Term Care Partners, LLC has communicated with the complainant directly by phone, and is also providing a response by mail.