Last October, we began migrating our Long-Term Care (LTC) business from illumifin to Mutual of Omaha. This first phase included moving all new business and LTC13 and LTC09M-CA service and administration in-house.
We are excited to share that we are moving forward with the next phase, which will migrate remaining LTC13 (2013-current), LTC09M-CA and LTC17W (Worksite) policies from illumifin to Mutual of Omaha, effective April 27, 2026. Once the transition is complete, our team will handle all policy servicing, premium processing, and support inquiries for those policies.
Our decision to move forward to the next phase reflects a deliberate, long-term strategy centered on better serving our customers and producers. This investment was made to create a stronger long-term foundation and deliver a more stable, efficient and sustainable distribution and customer experience.
What You Need to Know:
- Policies will be migrated beginning the evening of April 24 and will be completed by April 26.
- Change or update requests for migrated policies will not be processed between April 20 and 24. Any requests received during this period will be taken in by Illumifin and completed by Mutual of Omaha’s Service team starting April 27.
- Policyholders will receive a letter notifying them of this change, and those with an email address on file will also receive an email. Both communications include the same information and provides updated Customer Service contact information and premium payment instructions. Here’s an example of the communication for your reference.
- Customer Access will undergo maintenance the weekend of April 24 and will be unavailable during that time. The system will be accessible again on April 27.
Available Support and Resources:
For any questions or assistance, please contact Long-Term Care Policyowner Services at 833-367-6180 or mycustomerserviceltc@mutualofomaha.com.
We recognize that there are still outstanding issues relating to our new business processes. Please know that we are actively addressing these known issues in parallel to our migration work. Teams are working to restore new business and service practices back to the standards that you expect from us. We will continue to communicate as those issues are resolved.
Thank you for your partnership as we continue moving LTC business in-house. We appreciate your support and look forward to delivering a more seamless experience for you and your customers.
Upcoming LTC Policy Migration – What You Need to Know
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