Frequently Asked Questions

CUSTOMER SUPPORT

Monday through Friday: 9:00-5:00 (Central Time)

Email: support@ltcconnection.com

Telephone: (888) 582-3750

Speak to an LTC Compliance Specialist

• Issues with logging in or your password
• Assistance with a course you have already purchased
• Questions regarding your affidavit
• Status of your Certificate of Completion
• Requesting a Duplicate Certificate of Completion
• Inquiries regarding your insurance continuing education or CFP credits
• Help understanding your state's training requirements
• Enrolling in and selecting a long-term care course

*Note: The office is closed on all Federal Holidays

 

IMPACT OF COVID-19

Click here for information on how COVID-19 may be impacting your training requirements.

 

ONLINE COURSES

Once I pay for the course, do I have to take it today? No. You have one year from date of purchase to complete the course. You may continue the course by logging in and selecting the course under “My Courses”.

Can I print or download the course to read it offline or refer to later? Yes. Upon purchasing the course, or anytime afterward you can purchase the downloadable PDF version for $1.99.  (This is only available in the states that allow an open book exam.)

What if I am disconnected in the middle of a course? Close your browser and open it again. Log in, and select "My Courses" in the left-hand menu. You can then choose to continue your course. If you have enabled bookmarking then the course material will resume where you were disconnected.

What is your refund policy? If you purchased the wrong course and need to switch, LTC Connection will provide you with a credit for the amount purchased which you may apply to the correct course. If you have already accessed the course material but not yet started the exam, LTC Connection will provide a refund of 50% the purchase price of the course and 100% of any state filing fees. There are no refunds after an exam has been started. To request a refund or change your course selection, please contact our customer support department.

 

STATE TRAINING REQUIREMENTS

What are the LTC mandatory training requirements in my state? Click on “State LTC Requirements” in the menu. You can also check with the insurance carrier(s) you do business with. If you sell in multiple states, view our "Multi-State Guide" for assistance with your course selection.

What happens if I do not take my refresher training within the required time period? It depends! In most states, you simply cannot sell, solicit or negotiate another LTC insurance policy until you have taken your required refresher training.  In some states like Illinois and Virginia you may have to take the 8 hour initial training again.

Can I take the 8 hour initial training again when my refresher training is due so that I can get 8 hours of CE instead of 4 hours of CE? Yes. The carriers will accept another 8 hour training as your refresher training. However, you will want to be sure you do not take the SAME 8 Hour training course without first verifying with your state whether those credits will be accepted for CE credit. Most states will not allow an agent to complete the same course during the same compliance training period and several do not allow a course to be repeated in the subsequent compliance period.

Why is training mandatory for LTCi producers? Congress passed the Deficit Reduction Act (DRA) of 2005 to restore incentives for states to implement LTC Partnership programs while making it more difficult to protect assets when applying for Medicaid. Congress recognized that the complex “partnership” between LTC insurance and Medicaid would require explanation by producers. At the same time the National Association of Insurance Commissioners (NAIC) updated the 2006 LTC Model Act to recommend 8 hours of initial training and 4 hours of refresher training every 24 months for all LTC producers in all states.  There are also supplemental courses in some states that non-resident producers are required to take before they may sell in those states.

How is this training different from Continuing Education? Unlike with CE, insurance carriers, not state insurance commissioners, are responsible for making sure their producers are compliant. This means the state will likely not be tracking your LTC compliance on your transcript as they might another requirement such as ethics. LTC Connection provides regular reminders when your two year (24 month) training is expected to be completed.

 

PROCTOR & AFFIDAVIT INFORMATION

Do I need to have a monitor or proctor for my exam? Each state determines the requirements for an online exam. You will be notified on both the summary page of the course prior to purchasing and also it will be noted at the bottom of the course material screen if a monitor/proctor is required in your state. Your proctor will be prompted to enter identifying information online prior to you entering the final exam.

What’s a proctor? What does “disinterested third party” mean? A proctor is someone to witness you taking the test. The proctor must be a disinterested third party. Each state defines this term in a slightly different way. This information can be found prior to purchasing the course. A general rule of thumb is that a disinterested third party would be an individual that is not a family member, friend and is not an immediate supervisor or employee of yours.

Where can I find my state’s proctor approval form or exam monitor form? The affidavit will be available for you to download as part of the steps you take when completing a course. We will also email an affidavit to you once you have completed the final exam. Should you need an additional copy, there is a link for you to download the affidavit under “My Courses”. This link will only appear in “My Courses” once you have successfully completed the final exam.

Where do I send my affidavit? The affidavit may be sent by email, fax, or regular mail. Contact information for submitting the proctor form is found on the top of your proctor affidavit.

 

EXAM INFORMATION

How long do I have to complete the exam? You may take as long as you need to complete the exam. You must complete the exam in one sitting. You have unlimited attempts to pass the exam. While the exam is not timed, note that leaving your computer in the middle of an exam may cause the system to log you out for security purposes.

How many questions are on the exam? This depends on the number of credit hours being issued, and the state in which you are taking the exam. Generally speaking the exams contain between 25 and 50 questions.

Are the course materials available while I am taking the exam? No. The online course materials are restricted during the completion of your exam. If you would like to review the course materials prior to your exam via hard copy you can purchase the PDF version for $1.99 in most states.

Do I have to use the same monitor if I fail the test and have to take it over? No. You can use a different monitor for each exam that you take as long as the monitor fulfills the state’s proctor requirements.

What if I am disconnected in the middle of an exam? It is a requirement in most states that the final exam be completed in one sitting. In order to maintain NAIC compliance, our site enforces this rule in all states. To access the exam again, close your browser and open it again. Log in, and select "My Courses".  From there you can launch the course and may access the exam.

 

CERTIFICATES OF COMPLETION

How long does it take to receive my certificate of completion?

• ONLINE COURSES: An LTC Certificate is sent immediately upon completion. CE credits will be processed within 1 Business Day of completion.
• CLASSROOM COURSES:  6-10 Business Days
• WEBINARS: 3-5 Business Days

I did not get my certificate of completion. How can I obtain a duplicate certificate? You can access your certificate of completion anytime by logging into “My Courses”. 

I’ve received the certificate of completion – what do I do with it?  If you took your training from us with a co-branded insurance carrier portal it will be automatically submitted to your insurance carrier and this will be your copy to keep on file. For all others, submit it to the carriers that you do business with.

Carrier contact information for submitting certificates
Genworth Financial  Fax: (434) 948-5058   Email: producerservices@genworth.com
John Hancock  Fax: (617) 450-8057  Email: mgalicensing@jhancock.com
MedAmerica  Fax: (585) 238-3675
Transamerica  Fax: (866) 630-7496 Email: ltclicensing@transamerica.com
LifeSecure  Fax: (810) 220-4693
Mutual of Omaha  Email: contractsandappointments@mutualofomaha.com

 

ClearCert®

Who is ClearCert®? ClearCert® is the proven, independent certification clearinghouse dedicated to mandatory long-term care insurance and suitability in annuity training-requirements because they are validated by insurance carriers, not state departments of insurance. ClearCert® posts carrier-authorized state-by-state training rules and a list of training courses certified to fulfill them. Participating carriers include John Hancock Financial; Genworth Financial; OneAmerica; Unum/Colonial Life;  Securian; Transamerica; Forethought Financial; Trustmark Financial; Pacific Life; Thrivent Financial for Lutherans; MassMutual; Guardian Financial; and LifeSecure.

Are LTC Connection’s courses certified by ClearCert®? Does LTC Connection report completions? LTC Connection submits all LTCi mandatory training courses to ClearCert® to be certified. ClearCert® then lists these courses on the website for carriers to view. By completing this course, you are authorizing LTC Connection to report your course completion to ClearCert®. You will be asked for your National Producer Number (NPN) when you purchase a course.

 

CONTINUING EDUCATION

Is LTC Connection a certified provider in my state? LTC Connection is an approved certified insurance continuing education provider in all states that adopted the 2005 DRA NAIC LTC Training Requirement and California. (This excludes Connecticut, Hawaii, Indiana, New Mexico, New York, and Mississippi)

What are the CE regulations and requirements in my state for my insurance license? LTC Connection offers only LTC insurance continuing education ensuring that our LTC course content is state specific, more meaningful, appliccable, accurate and current. For general CE training and requirements for your license, we recommend completing your insurance training through our sister company, InsuranceStudy. A full list of training requirements by state is available on your state catalog at www.insurancestudy.com

Does LTC Connection report CE credits to the state?  Yes. If you added insurance continuing education or CFP credit at the time of your purchase, LTC Connection will post these credits to your transcript and issue you a separate certificate of completion demonstrating the credit was earned. If after one week your transcript does not reflect your course completion, contact us and we will follow up with your state to ensure credit is posted correctly.

Do courses apply toward my insurance license in states where I hold a non-resident license? The general rule of thumb is that insurance continuing education can only be posted to a resident license. Non-resident licenses in most cases depend on "good-standing" with your resident state.

Can I take the same course again within my CE renewal cycle? You can take it for purpose of certification to sell LTC insurance but you will not get CE credit.  We offer two 4 Hour refresher courses in most states so that you can alternate between the two and always get continuing education credit.  We offer Version A and Version B.  To see which course you took last time go to "My Courses".

Does LTC Connection offer CFP (Certified Financial Planner) or PACE credit? Yes.  It is available for purchase when you are purchasing your LTC Courses.  After you select your course you will be prompted if you want to also purchase CFP credit for the course.

 

WEBINARS

ACCESS WEBINAR AND COURSE MATERIALS

1. The access link to the webinar is included in your emailed registration confirmation and sent again the morning of the webinar.
2. Be sure to download the required paperwork that you must turn in at the end of class.

 REQUIRED WEBINAR PAPERWORK

• You must attend the entire webinar.  (Our system tracks your entry and exit)
• We will provide "Attendance Verification" words throughout the webinar that you have to put on your Attendance Form.
• Fax your student registration form to us by the end of the business day.
• You will receive your certificate of completion in approximately 5 business days.

CUSTOMER SUPPORT

• Didn't get your email to log in to the webinar?  You may have closed the screen too quickly while your payment was processing. Please register again and we will research this after the webinar and provide a refund if necessary.
• Not able to make the webinar and need to reschedule?  Contact the instructor or their representative at the number listed below.
• Having trouble accessing the webinar? You may be able to troubleshoot using the tips found below.
• Still need help? You MUST contact us at least 10 minutes before the webinar starts!

HAVING TROUBLE??  PLEASE READ AND TRY THESE TIPS BEFORE CONTACTING US!

During the webinar it is difficult to help if you are having difficulties. Having done these for years we have put together a list of the most common challenges and solutions.  Again, if you log in 10 minutes before the webinar it is easier to help you.  After the webinar starts we may not be able to help and you may not get your CE credit.

I don't know how to access the webinar? The day you registered, as well as the morning of your webinar our webinar system Meeting Burner emailed you a link to the webinar.  Simply click that link and follow the instructions. The link will clearly be labeled, "Click here to access the webinar."  If you did not get the email you exited the registration process prior to getting a confirmation. Temporary Solution:  Register AGAIN.  If it is within 10 minutes of the webinar starting you will be immediately directed to the webinar without having to wait for an email.  Contact us AFTER the webinar and we will research this.  If you had already paid we will provide a refund.

How early should I arrive? We recommend you access the webinar website at least 10 minutes before the webinar begins.  We will begin exactly on time, so you must arrive on time in order to get the full CE credit.

Can I listen via phone? No, the audio for the webinar is available only via your computer. This fulfills the requirement from the state that you are at your computer viewing the Powerpoint slides.

How can I have the best quality experience watching the webinar on my computer? Webinars are essentially audio PLUS video, and can take up a lot of computer resources. We recommend that you close all other software applications that are running (close your email, word processor, and any additional tabs you have open in your browser, like social media websites or video sites) to free up your computer resources. Also, make sure you are not uploading or downloading anything during the webinar, so that the audio and video can use your internet bandwidth to give you an acceptable experience.

I cannot hear the webinar.  There is no sound or it is cutting out.

• Make sure all other software and programs (VPN) are closed.
• Do not download any other content from any other sites.
• Turn up your speakers.
• Make sure you are on a strong internet signal.
• Close down any other programs.
• Try your refresh button (F5)
• Restart your computer and click on the webinar link again.

I have a blank screen. Try opening in a different browser.  Try Google Chrome.  This works 99% of the time.

It seems like the slides are updating slowly on my screen. What can I do?  Typically, stability and webinar quality are impacted by computer resources and/or internet connectivity. We highly recommend that you limit what programs are running while you are watching a webinar. Also, if you are connected wirelessly, you will likely see a significant improvement in your experience if you connect through a wired connection to your modem or router. Bandwidth with your internet connection can also be problematic, so if you are using a VoIP connection, such as Skype or an IP-phone through your internet, this can use a lot of your internet bandwidth.