The stages of handling a long-term care insurance claim, the points to monitor, and checking deadlines without relying on a promised completion date.
Each stage has a different starting point
A period may start to run from receipt of a complete claim, from receipt of a document, or from a decision to carry out an assessment. So the date of posting alone is not always enough.
A claim diary
Keep a short table with dates and references.
- The date of filing
- Confirmation of receipt
- A request for further documents
- The date the further documents were supplied
- Arranging and carrying out an assessment
- Receiving a decision
When to make an enquiry
Where the period stated in the instructions has passed, or where there is no confirmation of receipt, make an enquiry quoting the claim number and a specific question. Keep the answer in writing as far as possible.
Delay does not change the question of prescription
Even where an enquiry is continuing, check the legal deadlines separately. Do not assume that ongoing correspondence automatically preserves every right.
Frequently asked questions
From when is the handling time counted?
The starting point may be receipt of a complete claim, receipt of a particular document, or a decision to carry out an assessment. So the date of posting alone is not always enough.
What should we record in a claim diary?
The date of filing, confirmation of receipt, every request for further documents and the date it was answered, the arrangement and carrying out of an assessment, and the date the decision was received — together with the references.
When should we make an enquiry about a delay?
When the period stated in the instructions has passed, or when there is no confirmation of receipt. Make the enquiry quoting the claim number and a specific question, and keep the answer in writing as far as possible.
Does a delay by the company extend the prescription deadlines?
Not necessarily. Even while an enquiry is continuing, check the legal deadlines separately and do not assume that ongoing correspondence automatically preserves every right.
Official sources for further checking
This is general information and does not replace personal medical, legal or insurance advice. Eligibility is determined by the documents and rules that apply to each case.
