LTC Brokers React To Times Article

Phyllis Shelton, president of LTC Consultants Inc., Nashville, Tenn., argued that, despite the occasional problem, she has found carriers' claims-filing process to be smooth and problem-free.

"Producers shouldn't have to bulldog claims," Shelton said. "With most carriers, it's not like the way it was reported in the Times. Normally, I barely have to get involved. Those situations are really atypical."

But Jesse Slome, executive director of the American Association for Long Term Care Insurance, Westlake Village, Calif., said the Times article poses a potential concern for the industry.

"The fact is, we have a positive message to tell the public," Slome said. "It's time for the industry to speak out with one voice to acknowledge the issues [with claim denials] that may exist. If we bury our heads in the sand, we will be doing the exact same thing we blame consumers for doing when it comes to long term care planning."

Phillip W. Sullivan, president, SellingLTC.com L.L.C., Rabun Gap, Ga., said carriers have a moral obligation to pay legitimate claims.

"If a carrier is going to accept money for a policy, then it should in good faith deliver the product they promised," he said. "If the CEO knows [unfair claims practices] are going on, he should stop it. If he doesn't know, then he's not doing his job."

Sullivan said, however, that only a small number of companies are the cause of most complaints. "The industry as a whole is meeting its obligations to policyholders," Sullivan said.