Care coordination service is the actual delivery of assessment, planning, and ongoing oversight provided by care managers or coordinators under a long-term care policy or rider. These services can include in-home evaluations, development of written care plans, referrals to home health agencies or facilities, and periodic reviews to adjust care as needs change. Care coordination service helps ensure that insureds receive appropriate, cost-effective care that aligns with policy benefits and clinical realities. It can reduce family stress, prevent unnecessary institutionalization, and improve outcomes by integrating medical, social, and environmental factors.

During a claim, care coordination services activate when a policyholder or family contacts the insurer or designated care-management vendor. A care coordinator interviews the insured, caregivers, and physicians to determine needs and eligibility. Advisors explain to clients how to initiate these services and stress that care coordinators are allies rather than gatekeepers. Over time, the service may recommend transitions from home care to assisted living or nursing care as conditions progress. Understanding care coordination services enables advisors to set realistic expectations about how LTC benefits will be implemented in day-to-day life, not just on paper.