--Apple-Mail-6D14648A-8DD4-4C23-B798-03D6549A6EC3 Content-Type: text/html; charset=utf-8 Content-Transfer-Encoding: quoted-printable Thank you so much. Maria Maria Licoudis RN = Registered Nurse Client Success Manager Gestionnaire des soins = 514-907-5065 = TheKey.ca On Nov 13, 2025, at 2:30=E2=80=AFPM, Jeannie Ort= iz <ltci@thekey.com> wrote: =EF=BB=BF Hi Timothy, Alejandro brought this to my attention. I am getting with m= anagement to find out how we can meet these two criteria. Thank You, Jeannie Ortiz Finance Onboarding & Experience= Manager jeannie.ortiz@thekey.com Phone= : 855.205.8007 |Fax: 813.693.5625 |Email: l= tci@thekey.com On Tue, 11 Nov at 6:56 PM , Timothy Thomas <= tt@thekey.com> wrote: could someone from the LTC team review the email below? it= appears we have a client with a US policy attempting to claim canadian serv= ices. thank you. On Tue, Nov 11, 2025 at 3:24=E2=80=AFP= M Joey Taylor < joey.taylor@thekey.com > wrote: Is there a manager from billing I can put him in touch with= ? This is Blank's son ---------- Forwarded message ---------= From: Andrew Samet < asamet13@outlook.com > Date: Tue= , Nov 11, 2025 at 11:57=E2=80=AFAM Subject: Long term Care Policy Coverag= e Issue To: joey.taylor@thekey.com < joey.taylor@thekey.com >, mlicoudis@thekey.com < mlicoudis@thekey.com > Hi Joey and Maria: Attached is a denial letter from UNUM for my mother's long-term care policy f= or the Key in Montreal. On page 2 it gives the criteria. The letter states since the Key in Montreal by definition is not a state reg= istered home care provider (being in Canada) =E2=80=94 coverage defaults to m= eeting five criteria. It says the Key failed to provide sufficient information to be approved on t= wo of the criteria: -"has standards, policies and rules established by a professional group whic= h is associated with the organization." <div style=3D"font-family:Aptos,Aptos_EmbeddedFont,Aptos_MSFontService,Calib= ri,Helvetica,sans-serif;font-size:12pt;co