Hello again, Just touching base here, please let me know if there is an update that can be provided. The client will not be charged as long as the services being provided fall under what Genworth will cover, but it is company policy to have a payment method on file. "We will still need a valid form of payment on file, if the insured ever exceeds tis DB benefits amount that is when they would see a charge. Even if they are not expected to go over this daily benefit amount, we still need a valid form of payment on file to remain in compliance. " 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 10:57 AM
, Alejandro Aponte <clientservice@thekey.com> wrote:
Hello again,
Just touching base here, please let me know if there is an update that can be provided. The client will not be charged as long as the services being provided fall under what Genworth will cover, but it is company policy to have a payment method on file.
"We will still need a valid form of payment on file, if the insured ever exceeds tis DB benefits amount that is when they would see a charge. Even if they are not expected to go over this daily benefit amount, we still need a valid form of payment on file. "
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
Tue, 11 Nov at 12:50 PM
, Alejandro Aponte <clientservice@thekey.com> wrote:
Hello Venus,
I spoke with Sandra and their spouse today and we called Genworth together to verify policy benefit information and I verified the claim is approved. Since the claim is approved and I have benefits details, I have set up their account for Immediate AOB, so we will invoice Genworth directly up to the $373.39 per day that they will cover.
We will still need a valid form of payment on file, if the insured ever exceeds tis DB benefits amount that is when they would see a charge. Even if they are not expected to go over this daily benefit amount, we still need a valid form of payment on file.
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
Mon, 10 Nov at 2:25 PM
, Venus Hurd Johnson <venus.hurdjohnson@thekey.com> wrote:
Hi Alejandro,
I just spoke with the Straubes along with Genworth/CareScout and the policy for Sandra was approved as of October 7th. They are requesting direct payment and invoicing between CareScout and The Key. Please let me know if you still need their ACH information.
Thanks,
Venus
On Fri, Nov 7, 2025 at 3:56 PM Alejandro Aponte <ltci@thekey.com> wrote:
Hello Team,
We audited this new Chicago client and discovered them to be missing a valid form of payment uploaded to their documents in clear care. Even though this client is interested in AOB as quick as possible, we still need this on file for all clients we onboard.
This protects us as a company for a number of reasons, some I have listed below. I appreciate any assistance you can provide.
1.) Claim gets denied.
2.) Claim only covers "100" but we are billing "150" - we would need a payment method if there are any overages that the claim wont cover.
3.) Clients can revoke AOB at anytime without us knowing, and Genworth does not send us notification about that either. We wont find out until 30-45 days after the fact once we realize Genworth is no longer sending payments to us.
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
--
Venus Hurd Johnson Client Success Manager
(312) 965-4538 cell
(847) 750-4082 office