----==_mimepart_69b313a45b1b6_1de6200c699712d Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable HI Tim and Ameilia, Here is a high level breakout of all the events that= took place with Caroline's account over the last 3 months leading us to = the point of suspension of services=C2=A0 TheKey initiated the proc= ess to establish long-term care insurance (LTCI) billing with Genworth fo= r client Caroline Vanover, including submission of the Assignment of Bene= fits (AOB) and HIPAA authorization required for direct billing. The cl= ient=E2=80=99s financial accounts are held within a Trust. John provided = contact information for the Trust officer, but we were advised that payme= nt discussions could only be conducted with the client directly or with a= n authorized Power of Attorney (POA). One payment was made by the clie= nts trust totaling $8,640.00 on 1/23/2026, no other payments made=C2=A0 = The POA documentation provided by John was incomplete, which resulted= in Genworth rejecting the authorization documents and preventing approva= l of the HIPAA authorization needed for TheKey to discuss policy details = with the insurer. Because HIPAA authorization had not been approved, T= heKey did not have permission to verify benefit details directly with Gen= worth. To help move the process forward, we requested that John partic= ipate in a three-way call with Genworth so benefits could be verified whi= le authorization was pending. These requests were not responded to, which= delayed our ability to confirm policy coverage. During this time, whi= le the LTCI claim and AOB approval were still pending, the client and the= ir point of contact remained responsible for payment for services provide= d by TheKey. Once the Assignment of Benefits was approved and Genworth= began issuing payments, we were finally able to obtain the client=E2=80=99= s monthly benefit maximum and remaining lifetime benefit information dire= ctly from Genworth. Based on the policy details received, it was deter= mined that the client=E2=80=99s monthly LTCI benefit does not cover the f= ull cost of weekly care, resulting in a significant private pay responsib= ility for services not covered by the policy. This information has sin= ce been communicated to John along with a detailed breakdown of charges, = insurance payments received, and the remaining private pay balance owed. = Thank you, Lito =0D =0D On=0D Thu, 12 Mar at 1:31 PM=0D , TheKey Support wro= te:=0D =0D =0D We were slow to act because we understood th= ere was long term care to cover. Everyone=E2=80=94Malin, billing, and LTC= =E2=80=94was working to start her LTC coverage.=C2=A0 We learned this wee= k that her long-term care (LTC) coverage is nearly exhausted, and the max= imum monthly payout will not cover the services provided. =0D Thanks, =0D Diane =0D =0D =0D =0D On Thu, Mar 12, 2026 at 12:25=E2=80=AFPM Timothy Thomas = wrote: =0D =0D =0D Thanks Diane. Disregard my previous email.=C2=