Lots of Delays/Denials and Confusion with this LTC Company
My father holds a long‑term care (LTC) insurance policy through RiverSource. We recently relocated from Kansas to Arizona, which required us to transition him from his previous assisted living facility to a new one.
Unfortunately, the process of coordinating this change with RiverSource has been exceptionally difficult. We have experienced numerous unnecessary phone calls, unanswered requests, confusion regarding required documentation, inconsistencies in how the policy is administered, and significant delays in reimbursement.
RiverSource required an in‑home assessment at my new residence, despite the fact that my home is not my father’s assisted living environment. The assessment was conducted by CareScout, an outsourced representative. During the visit, the assessor made several safety recommendations for my personal residence, even though it is not the designated care facility.
I informed RiverSource multiple times that my father was staying with us because his furniture had not yet arrived from Kansas, preventing him from staying at the new assisted living facility.
The CareScout representative advised that if my father were to spend any time in our home, accessibility modifications would be necessary—specifically grab bars and a safe showering option in the event of incontinence. I contacted RiverSource to inquire whether my father’s policy included funds for such modifications. I reiterated clearly and repeatedly that his stay was due to the delay in his furniture delivery to the assisted living facility.
RiverSource informed me that the policy included a $2,000 benefit for home accommodations.
Based on this guidance, I arranged for Lowe’s to install grab bars, create a tub cut‑out for safer entry, and apply a slip‑resistant surface in the shower area (Miracle Method solution).
I submitted the invoice for reimbursement, only to have RiverSource deny the claim on the grounds that my father does not reside with me permanently.
I explained that I had communicated the nature of his stay in advance and that RiverSource had explicitly advised me to proceed and submit the invoice.
This situation has resulted in a significant and unnecessary expenditure of time, effort, and financial resources. It appears (from my experiences) that, beginning in 2026, RiverSource has adopted practices that create delays and denials in claims and reimbursements. We never had these issues in the past.
Their communication processes are also highly inefficient, as they rely almost exclusively on mailed correspondence rather than timely online communication. Additionally, they were slow to update my new Arizona address, resulting in important mail not reaching me.
Attempts to escalate these issues have led to circular communication with no resolution. To date, I have incurred more than $12,000 in expenses related to this move and have received no reimbursement.
This experience reflects extremely poor management of long‑term care insurance claims, and RiverSource has been a profound disappointment.
Based on my experience, I would not recommend this company.
12 January 2026
Unprompted review
