State government social distancing responses change daily, and it is increasingly difficult to know which of our distribution partners have the ability to maintain back office support for policy receipt and delivery. We also understand that any back-office support you have available today may be forced to discontinue tomorrow as the situation continues to evolve. Therefore, as an interim solution, we will begin mailing all LTC insurance policies direct to our customers effective Tuesday, April 21, 2020.
 
This change is being implemented with the best interests of our customers and distribution partners in mind to ensure timely policy delivery to our customers in this ever-changing environment. We ask that you work with us to adapt to this new delivery process in the short term as we continue to explore other delivery solutions. However, respecting your business model is important to us. If this change will significantly impact your business, please contact your Sales Director immediately to request an exception to this process. Please know that this may take 48-72 hours to be effective.
 
We have received several requests to email pdfs of the policy output in lieu of having an e-delivery option. Currently, we are not able to offer widespread emailing of policies; however, we are exploring this option. Policy delivery updates on our products will be provided as they are available.
 
Updated LTC Policy Output Procedures
Beginning April 21, 2020, all LTC insurance policies with or without delivery requirements will be mailed directly to the policyholder. Your agency and producers will not receive a copy.

• An email will be sent to your office contact at time of policy issue listing any needed delivery requirements. A copy of the delivery requirements will not be attached.
• All delivery requirements will be included in the policy output package.
• Case Monitoring will reflect all outstanding and received delivery requirements.
• Options to send back delivery requirements include:
  • By mail: A return envelope will be included for the customer to return to our home office. 
  • By fax: 1-888-539-6272
  • By email: epsupport@ltcg.com Note: Please reference the FAQ on how to send emails securely.