Q - What is the Coventry Service Program for LifeStyle Solutions policyholders?
A - It starts with outreach and check-in calls to our policyholders; may include an assessment for conditions that threaten independence, or creation of a personal wellness plan; but always offers consultation and information about resources that members may need. It just depends on what the member decides to use. Periodically, we may also offer Community of Members Conversations via teleconference, webinars, policyholder newsletters or e-bulletins.
Q - Why is the Service Program offered?
A - Research consistently documents that being pro-active about what contributes to personal well-being makes a difference in deferring disability and sustaining a high quality of life as people grow older. Our goal is to optimize both the functional ability and vitality of our members! Research outcomes shape our program.
Q - Does it cost extra?
A - No, the Service Program is free and built into our LSS and LSS Select insurance policies. Using the Service Program will not affect your policy or premium.
Q - Who delivers the Service Program?
A - Coventry created a centralized national service program team of seasoned professionals with experience spanning the spectrum of options for older adults. They collaborate with local, regional and national leaders to find the best information and options to assist members in making decisions about what will help them live well as they grow older. Policyholders always get a personalized response!
Q - How do I contact the Service Program?
A - After a LSS or LSS Select long term care insurance policy is purchased, the new policyholder will be contacted and given the toll free phone number for the Coventry Service Program. The Service Program will check-in annually as long as you are a policyholder, more often if you request it.
Q - Does the Service Program pay for suggested services?
A - No, the service program does not pay for suggested services that grow out of the wellness planning or consultation process. If, for example, an outcome of an assessment was a suggestion that a member consider installing a handrail on a staircase to improve safety, the member would be responsible for purchasing the materials and paying for the installation. However, the Service Program can help the member locate someone to do the work, and can provide tools to help the member make an informed decision about who to hire for the work.
Q - What is the "Wellness Model" at the heart of the Coventry Service Program?
A - The 7 dimension wellness model is consistent with both current research findings and Coventry's belief that well-being as people age is affected by much more than their physicial health. Key contributors to well-being also include the social, emotional, intellectual, vocational, spiritual, and environmental dimensions of an individual's life. All work with policyholders is rooted in this holistic approach.
Q - How do members get information about their LSS or LSS Select long term care insurance policy?
A - If a member wishes to talk with someone about their policy, billing for premiums or questions that they have; she/he can call the Coventry Insurance Customer Service phone line toll-free at 1-877-782-4663.
|Coventry CareLink||Coventry Service Program||United Security Assurance|
|LSS Policy Administration||Service to LSS
|LSS Marketing, Sales
The Founders of Coventry CareLink came to the creation of the LifeStyle Solutions (LSS) long term care insurance product with:
• an attitude of servant leadership,
• a commitment to the creation of pro-active options for aging well, and
• experience spanning insurance, residential development and community based care.
From the beginning, it was their vision to make a positive difference in the lives of older adults in the United States, through the offering of a robust long term care insurance plan and the Coventry Service Program which is an integral part of it. Rooted in a multi-dimensional model of personal wellness, the Service Program was designed to help policyholders promote their own health and well-being in the hope of deferring disability; and to offer information about supports for aging well in their homes when needed.
A deep initial collaboration with Johns Hopkins University School of Medicine Division of Geriatrics resulted in the first Coventry long term care insurance product, which continues to be shaped by the best practices and innovations of the present. The LifeStyle Solutions long term care insurance plans are underwritten and issued by United Security Assurance Company of Pennsylvania, a licensed life and health insurance sister company to Coventry.
The Vision of Our Founders, Bob and Gail Haldeman
Sadly, we lost our Founder and President, Mr. Bob Haldeman, in February of 2016 to his fight with cancer. He was a gentle visionary we miss sorely. Bob and Gail, his wife of 51 years, are the reason for the development of LifeStyle Solutions long term care insurance – this unique combination of insurance benefits to offer some financial security and a service program to help policyholders stay well and active at home, before a claim is ever made. “We know this is an unusual combination – that few other long term care insurance companies offer a pro-active program to help policy holders stay well and at home. But we believe this is essential to a vital older age”, Bob said. Gail continues her involvement as a Board member, and their long term colleague, Bill Neugroschel, continues at the helm of the company as CEO.
Bob’s Vision still inspires us: “We will make a positive difference in the lives of older adults in the United States, through our Program and Plan. We will achieve this goal by offering a plan for staying at home as long as possible, with secure living based on financial protection, enjoyment of good health and wellbeing, strong social and cultural interests, and sound advice when further care is necessary.”
How We Began
The Coventry Service Program grew out of Coventry CareLink’s 15+ years of experience developing, building and opening continuing care retirement communities which provided financial protection for long term care costs and a full continuum of services on-site. Many consumers Coventry encountered asked, “Is there a way to get the same financial protection and access to services supporting my independence at home instead of moving?”
Our LifeStyle Solutions Long Term Care Insurance Plans and the Coventry Service Program are an integrated response to that question, promoting overall well-being through a research based program of 1) assessments for conditions that can create threats to your independence (CCTI's); 2) consultation about resources needed to maximize independence at home; and 3) personalized wellness planning. It also offers, if needed, assistance to enable policyholders to make the best possible use of LTC insurance benefits if more intensive needs arise. All of this happens when our seasoned professional staff collaborates with policyholders to create customized responses to the challenges which may emerge as they age in the homes they love.
The LifeStyle Solutions long term care insurance plans are underwritten and issued by United Security Assurance Company of Pennsylvania, a licensed life and health insurance company, which is a sister company to Coventry CareLink.
Why the name Coventry?
Why The Name Coventry
During a bike tour of the British Isles, principals of the firm visited Coventry Cathedral, which was bombed into ruins during World War II and then rebuilt through the joint efforts of the former enemies, Germany and England, after the war. A bombed out shell of the original church connects with a modern edifice, and speaks to the power of reconciliation. The combined structure also speaks to the creation of alternatives, in this case to war and violence, which has since become a significant ministry of the cathedral.
The story of Coventry Cathedral took on new meaning when discussed among staff of the company. In their view – Coventry as a company could parallel the reverence for the past while utilizing the innovations of the future.
Coventry could preserve long held values of dignity and choice for those it serves; yet lead in the development of progressive alternatives in life options for older adults.
Coventry could prize the life experience of our elders, yet utilize findings from emerging research to serve them better.
The Coventry name is consistent with remembering lessons learned from the Coventry Cathedral experience about reconciliation; as we work to reconcile the consistent desire of older adults to age well in their own homes, with practical pro-active options to make that a possibility.
Why Do We Have a Thistle in Our Logo?
A word about the logo.
Thistles are weeds that grow almost anywhere. They thrive in the most adverse conditions and succeed where other plants wither. We believe the thistle represents a tenacity of spirit central to Coventry’s work!
What Motivates Us
For questions about an existing LSS long term care insurance policy – please call the Coventry CareLink LifeStyle Solutions Customer Service Team toll-free at 1-877- 782-4663. For Billing, Credit Cards payments, Premium questions, or Refunds, etc., press 2 and follow the prompts.
For Claims, please press 4 and follow the prompts.
Or by e-mail Customer Service can be reached at email@example.com. The mailing address is Coventry CareLink, 1302 Concourse Drive, Suite 303, Linthicum, Maryland, 21090.
To utilize the free Coventry Service Program that is part of LifeStyle Solutions long term care insurance policies (for free consultation and information or a personalized assessment), policyholders can call the Service Program toll-free at 1-855- 865-4114. The mailing address for the Coventry Service Program is 174 South Freeport Road, Suite 2-C, Freeport, Maine 04032; and the e-mail address is firstname.lastname@example.org.
If you are interested in finding a local broker for LifeStyle Solutions Long Term Care insurance, please call United Security Assurance toll-free at 1-800- 872-3044, extension 129. The address for United Security Assurance is PO Box 64477, Souderton, PA 18964. The e-mail address is email@example.com.
Books We've Enjoyed
If you would like to recommend some books for inclusion here, send a note to: firstname.lastname@example.org.
When we talk with our policyholders, we periodically ask them “what are Life Lessons you have learned that you would like to share with other people?” Here are some of the insights offered in the last 12 months.
Click on the links below for information about emerging research!
Compressing the Disabled Period
Journal of the American Geriatrics Society. 2016 Oct; 64 (10): pages1952-1961.
Can a Healthy Lifestyle Compress the Disabled Period in Older Adults?
Authors: Jacob ME1,2,3, Yee LM4, Diehr PH4,5, Arnold AM4, Thielke SM6,7, Chaves PH8, Gobbo LD9, Hirsch C10, Siscovick D11, Newman AB12.
To determine whether lifestyle factors, measured late in life, could compress the disabled period toward the end of life.
Community-based cohort study of older adults followed from 1989 to 2015.
Four U.S. communities.
Community-living men and women aged 65 and older (N = 5,248, mean age 72.7 ± 5.5, 57% female, 15.2% minority) who were not wheelchair dependent and were able to give informed consent at baseline.
Multiple lifestyle factors, including smoking, alcohol consumption, physical activity, diet, body mass index (BMI), social networks, and social support, were measured at baseline. Activities of daily living (ADLs) were assessed at baseline and throughout follow-up. Years of life (YoL) was defined as years until death. Years of able life (YAL) was defined as years without any ADL difficulty. YAL/YoL%, the proportion of life lived able, was used to indicate the relative compression or expansion of the disabled period.
The average duration of disabled years was 4.5 (out of 15.4 mean YoL) for women and 2.9 (out of 12.4 mean YoL) for men. In a multivariable model, obesity was associated with 7.3 percentage points (95% confidence interval (CI) = 5.4-9.2) lower YAL/YoL% than normal weight. Scores in the lowest quintile of the Alternate Healthy Eating Index were associated with a 3.7% (95% CI = 1.6-5.9) lower YAL/YoL% than scores in the highest quintile. Every 25 blocks walked in a week was associated with 0.5 percentage points (95% CI = 0.3-0.8) higher YAL/YoL%.
CONCLUSION:The effects of healthy lifestyle factors on the proportion of future life lived free of disability indicate that the disabled period can be compressed, given the right combination of these factors.
© 2016, Copyright the Authors Journal compilation © 2016, The American Geriatrics Society.
Published in Health Affairs, September 2016. vol. 35 no. 9. pages 1558-1563.
Home-Based Care Program Reduces Disability And Promotes Aging In Place
+Author Affiliations1. 1Sarah L. Szanton (email@example.com) is an associate professor of nursing and of health policy and management at Johns Hopkins University, in Baltimore, Maryland.
2. 2Bruce Leff is an associate professor of medicine and nursing at Johns Hopkins University. 3. 3Jennifer L. Wolff is an associate professor of health policy and management at Johns Hopkins University.
4. 4Laken Roberts is PhD student in nursing at Johns Hopkins University.
5. 5Laura N. Gitlin is a professor of nursing and medicine at Johns Hopkins University.
The Community Aging in Place, Advancing Better Living for Elders (CAPABLE) program, funded by the Center for Medicare and Medicaid Innovation, aims to reduce the impact of disability among low-income older adults by addressing individual capacities and the home environment. The program, described in this innovation profile, uses an interprofessional team (an occupational therapist, a registered nurse, and a handyman) to help participants achieve goals they set. For example, it provides assistive devices and makes home repairs and modifications that enable participants to navigate their homes more easily and safely. In the period 2012–15, a demonstration project enrolled 281 adults ages sixty-five and older who were dually eligible for Medicare and Medicaid and who had difficulty performing activities of daily living (ADLs). After completing the five-month program, 75 percent of participants had improved their performance of ADLs. Participants had difficulty with an average of 3.9 out of 8.0 ADLs at baseline, compared to 2.0 after five months. Symptoms of depression and the ability to perform instrumental ADLs such as shopping and managing medications also improved. Health systems are testing CAPABLE on a larger scale. The program has the potential to improve older adults’ ability to age in place.
Published in the Canadian Medical Association Journal. 2011 May 17; 183(8): E487–E494.
Changes in relative fitness and frailty across the adult lifespan: evidence from the Canadian National Population Health Survey
Authors: Kenneth Rockwood, MD, Xiaowei Song, PhD, and Arnold Mitnitski, PhD
The prevalence of frailty increases with age in older adults, but frailty is largely unreported for younger adults, where its associated risk is less clear. Furthermore, less is known about how frailty changes over time among younger adults. We estimated the prevalence and outcomes of frailty, in relation to accumulation of deficits, across the adult lifespan.
We analyzed data for community-dwelling respondents (age 15–102 years at baseline) to the longitudinal component of the National Population Health Survey, with seven two-year cycles, beginning 1994–1995. The outcomes were death, use of health services and change in health status, measured in terms of a Frailty Index constructed from 42 self-reported health variables.
The sample consisted of 14 713 respondents (54.2% women). Vital status was known for more than 99% of the respondents. The prevalence of frailty increased with age, from 2.0% (95% confidence interval [CI] 1.7%–2.4%) among those younger than 30 years to 22.4% (95% CI 19.0%–25.8%) for those older than age 65, including 43.7% (95% CI 37.1%–50.8%) for those 85 and older. At all ages, the 160-month mortality rate was lower among relatively fit people than among those who were frail (e.g., 2% v. 16% at age 40; 42% v. 83% at age 75 or older). These relatively fit people tended to remain relatively fit over time. Relative to all other groups, a greater proportion of the most frail people used health services at baseline (28.3%, 95% CI 21.5%–35.5%) and at each follow-up cycle (26.7%, 95% CI 15.4%–28.0%).
Deficits accumulated with age across the adult spectrum. At all ages, a higher Frailty Index was associated with higher mortality and greater use of health care services. At younger ages, recovery to the relatively fittest state was common, but the chance of complete recovery declined with age.
What is Secure Horizons?
SecureHorizons is a short-term home care insurance plan. It is designed to help bridge the financial gap for individuals who may experience a medical event and want to recover at home. SecureHorizons policies are sold and administered by United Security Assurance Company of Pennsylvania, which is a sister company to Coventry CareLink.
What is the Lite version of the Coventry Service Program of Coventry CareLink?
When a SecureHorizons policyholder qualifies to utilize the benefits of their SecureHorizons policy (meaning that they are “in claim”), their insurance policy includes one information and consultation session per year with the Coventry Service Program. This annual session can be used to sort challenges & options; and then identify resources that may help. A Wellness Specialist, who is a credentialed social worker, is available to undertake this brief, short-term consultation with you.
Why is the Lite version of the Coventry Service Program part of the SecureHorizons policies?
Access to some consultation and information on a brief, short-term basis can be key to getting the most out of your policy benefits to help you stay safe and comfortable in your home. All work of the Coventry Service Program has our seven dimension model of wellness at its heart. (see the Aging Well tab at the top left). We believe in helping people maximize their well-being as they age, especially by helping them to recover at home.
How do I use the Coventry Service Program Lite that is part of my SecureHorizons policy?
1) File a claim for benefits under your Secure Horizons policy by calling United Security Assurance (the policy administrator) toll-free at 1-800- 872-3044. Once a policyholder is determined to be eligible for benefits, then United Security Assurance will send a notification to the Coventry Service Program that you are eligible for the Lite service.
2) After your claim for benefits is approved, you may call the Coventry Service Program at 1-855- 865-4114. You will need to provide your Secure Horizons policy number and claims eligibility certification. (SecureHorizons policyholders are entitled to one brief consultation and information contact per year).