Searching for answers among excuses

Over the past week, I’ve taken steps to escalate an ongoing issue with a long-term care claim for my mother with Unum Group. A policy we have paid for since 2000 and fought to activate since February 2025 with limited success. 

Like many families, we are navigating senior care in real time. This isn’t a niche issue—it’s increasingly part of how families, and the workforce, function.

I did receive a response from a senior leader, which I appreciate. However, the update raised a new concern.

When I reached out, I shared the following deeply personal and sadly factual information: My mother is 86 and has vascular dementia. A critical part of her care is minimizing stress. She was diagnosed in April 2021, and the average life expectancy is approximately three to five years. My goal is simple. To keep her as healthy and stable as possible for the time we have. 

The response I received indicated that the next step is for physicians to review the medical information and potentially speak with her doctor—a process expected to take “a couple of weeks.” No mention of the impact on my mom--the fact that their company is literally causing her health to fail. Or the amount of stress this process is causing.

The challenge is this:

This documentation has already been in their possession for 28 weeks. 

196 days.

At this point, the question is no longer about process—it is about consistency and accountability.

Prior timelines for review have come and gone without resolution

Documentation has been submitted and resubmitted, no less than 4 times--every medical record from every encounter with my mom since April 2021. 

The process appears to restart rather than progress

For families navigating long-term care, delays are not neutral. They impact care decisions, financial stability, and—most importantly—health. In our case, the ongoing uncertainty is directly affecting an 86-year-old woman whose condition is highly sensitive to stress.

I am continuing to escalate this matter through formal channels.

If you have experienced similar patterns—extended delays, repeated documentation requests, or shifting timelines—I would welcome the opportunity to connect.

There is a difference between a thorough review and an indefinite process.