LTC Portal | LTC FAQ

How do I start a claim?

A claim can be started by completing the Claims Initiation Kit and returning it to us via one of the submission options below. This kit can be found on our website here under the Long-Term Care Claims Forms section.

How can I submit documents?

Documents can be submitted via the following methods:

Email*: claimsclerk@silacins.com

*Please note this email address is for document submission only.

Fax: 801-579-3715

Mail: PO Box 2460, SLC, UT 84110-2460

Online: https://upload.silacins.com

If you have questions or concerns regarding your policy and/or claim, please call the SILAC Customer Experience team at 888-352-5124

What are my benefits?

Specific benefits will vary by policy and issued state. Please refer to the insured’s specific policy language for detailed benefit features and definitions. If any assistance or a copy of the policy is needed, please call the SILAC Customer Experience team at 888-352-5124.

I've submitted a Kit, when can I expect reimbursement?

The Claims Initiation process includes requesting and reviewing documentation (including, but not limited to, medical records, facility assessments, third-party assessments, and/or home care records) from multiple sources, including, but not limited to, the insured’s provider(s) and/or facilities, to determine benefit eligibility. Service time depends greatly on the insured’s specific policy requirements and the responsiveness of the providers and facilities. Our current average service time is up to fifty (50) business days, though eligibility can be determined sooner should we receive all necessary documentation in a timely manner. Individual experience may vary

How long does it take to process a claim?

Depending on the policy benefits being provided, certain documentation is required each month to process an eligible claim payment. This could include, but is not limited to, Facility Claim Forms, invoices, daily care notes, or time records. Please note, a claim cannot be submitted until after services have been rendered. Once all necessary information is received, a claim should be processed within thirty (30)days.

When will I receive an Explanation of Benefits?

After a claim has been processed, a copy of the Explanation of Benefits will be mailed to the Payee. If a replacement copy of an Explanation of Benefits is needed, please call the SILAC Customer Experience team at 888-352-5124.

How can I update my address or phone number?

To update the address or phone number, please call the SILAC Customer Service department at 888-352-5124. Please note, proper authorization will be required to make any changes to an insured’s policy.

What is my Premium and/or when is my Premium due?

For any questions regarding premium payments or any other policy-specific inquiries, please call the SILAC Customer Experience team at 888-352-5124.