My parents purchased long-term healthcare insurance policies in 1998 and paid their premiums twice a year for 22 years. At some point Travelers must have either sold the policies or something like that. Ever since November 2020 I have been dealing with Brighthouse on a very regular basis (at least once a month) regarding reimbursement for money already put out for care. The customer service experience has been absolutely horrendous. I have been told many pieces of erroneous information throughout my nightmare- ‘your parents’ policies don’t cover……’. ‘we don’t have the invoices for those dates’ (which is a crock of you know what- I end up telling customer service where to look to find the ‘missing’ invoices! On all of my paperwork It states that fifteen business days is the amount of time it takes to process claims from the day the care logs and invoices arrive. yet customer service always says twenty- and even that is not followed. they are breaking their own protocols. The stress and angst that come with the phone calls are awful. Recently they began to include surveys after service calls. but what happens is if you have had a rough conversation customer service agents disconnect you so you can’t complete the survey! If you wish to speak with a ‘senior claims representative’ you have to set up a twenty-four window appointment - and even then you may not get a phone call. I’ve kept my phone at my side with the ringer on many many times- and have had to conduct my business with them in public- in front of my students and also while driving. It’s appalling that this low level of customer service exists and never gets better. One star is a gift. Brighthouse you should be ashamed of how you operate your customer service. I am young, healthy, and extremely well versed in healthcare. Imagine folks who aren’t. Imagine folks who wait and wait for reimbursement and run out of funds and have trouble advocating.