--000000000000a788540643f41d7c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable ---------- Forwarded message --------- From: Alejandro Aponte Date: Wed, Nov 19, 2025 at 10:17=E2=80=AFAM Subject: Re: Re: Long term Care Policy Coverage Issue - [#1295324] To: Cc: , Hello everyone, I left a VM for Andrew at 202-425-0547 just now. In my VM I explained unfortunately we are unable to meet the second criteria that UNUM is needing for us to become an approved provider. We do not have a Licensed Physician on staff in Canada as we do not offer medical services. Once the client comes onto service in our Florida location, their services will be reimbursable under their UNUM policy as we are already an approved provider in the United States. Having a Licensed Physician is not a requirement to be an approved provider in the United States. I provided our departments phone number and hours of operations for Andrew to contact us, and they can be transferred directly to me if they have further questions or concerns. Jeannie is going to draft a letter to UNUM, however, this is no guarantee as we still will not be able to meet their second criteria. Respectfully, *Alejandro Aponte* Finance Onboarding Analyst III | TheKey Long Term Care Insurance Customer Service - (855) 205-8007 Long Term Care Insurance Fax - (813) 693-5625 Billing Support Customer Service - (866) 226-1702 Billing Support Email - Billing@thekey.com On Wed, 19 Nov at 9:57 AM , LTCi Support wrote: Yes, Alejandro is contacting the client today. On Wed, Nov 19, 2025 at 9:37=E2=80=AFAM Timothy Thomas wrot= e: > Could a member of your team connect with the client to review their > questions. It sounds like despite being in Canada they're insurance might > cover care provided we adhere to the two criteria identified. > > On Wed, Nov 19, 2025 at 9:20=E2=80=AFAM Jeannie Ortiz > wrote: > >> Hi Timothy & Joey, >> >> If the client is moving to Florida, we will become an approved provider >> since we are licensed in Florida. We were under the impression that they >> would be staying in Canada, but that may not be the case. If they are >> indeed moving, we will submit the license and information for the Florid= a >> location. >> >> On Wed, Nov 19, 2025 at 9:12=E2=80=AFAM Timothy Thomas w= rote: >> >>> @Jeannie Ortiz please advise as this Tier 1 >>> client is set to move to florida and engage services with TheKey in >>> broward. We'll need to sort out his LTCI. Thanks >>> >>> On Wed, Nov 19, 2025 at 9:06=E2=80=AFAM Joey Taylor >>> wrote: >>> >>>> Any update here? >>>> Andrew called this morning for an update as he said no one has reached >>>> out to him >>>> >>>> Joey Taylor >>>> *Directeur G=C3=A9n=C3=A9ral/**General Manager* >>>> 514-907-5065 >>>> TheKey.ca >>>> [image: TheKey] >>>> >>>> >>>> On Thu, Nov 13, 2025 at 2:14=E2=80=AFPM Timothy Thomas = wrote: >>>> >>>>> @Jeannie Ortiz Could you assist us with >>>>> this request? >>>>> >>>>> On Tue, Nov 11, 2025 at 6:56=E2=80=AFPM