Long-Term Care Migration Complete: All LTC Policies Serviced by Mutual of Omaha by 7/13/26
We’re excited to share an important milestone in our Long-Term Care (LTC) migration journey. Effective July 13, 2026, LTC06UI, LTC04I7, LTC04G, and LTC04I policies will transition to Mutual of Omaha, marking the completion of our LTC migration from illumifin. Moving forward, all Long-Term Care policies will be serviced by Mutual of Omaha, with our teams responsible for policy administration, premium processing, customer service, and ongoing support.
What You Need to Know
- Policies will be migrated beginning the evening of July 10 and the process will be completed by July 12.
- Change or update requests for affected policies will not be processed between July 6 and 10.
- Requests received during this period will be accepted by illumifin and completed by Mutual of Omaha’s Service team beginning July 13.
- Policyholders will receive a letter notifying them of this change. Communication versions have been tailored for Mutual of Omaha, United of Omaha and New York policyholders. Those with an email address on file will also receive an email. Both communications include updated customer service contact information and premium payment instructions.
- Customer Access will undergo maintenance the weekend of July 11-12 and will be available again on July 13.
Additional Updates
As we continue improving the LTC experience, several enhancements have recently been completed or are underway:
- ACH draft notifications are back in production, providing advance notice ahead of premium drafts for all payment modes except monthly.
- Detailed rider descriptions are currently in development and targeted for release prior to the July migration.
- The in-force quoting tool is now available on Sales Professional Access (SPA), allowing in-force policies for all product forms be quoted based on the contract level.
- New policy kit packaging is now in use, featuring a cleaner layout and unsealed window envelopes so policy packets can be reviewed before being shared with clients.
Looking Ahead
While this migration marks the completion of the transition from illumifin to Mutual of Omaha, it is not the end of our work. We remain committed to continuously enhancing the Long-Term Care experience for our customers and producers. As we introduce new capabilities, process improvements, and service enhancements, we will continue to share important updates and milestones to keep you informed of our progress.
Available Support and Resources
For any questions or assistance, please contact Long-Term Care Policyowner Services at 833-367-6180 or mycustomerserviceltc@mutualofomaha.com.
Thank you for your partnership and support throughout this effort. Completing the transition of all LTC policies to Mutual of Omaha is a major milestone and positions us to provide a more consistent, efficient, and customer-focused experience for years to come. We appreciate your support and look forward to continuing to improve the Long-Term Care experience for you and your customers.
Upcoming LTC Policy Migration – What You Need to Know
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