Coventry Care Link


What’s the Difference between LifeStyle Solutions
and other long term care insurance policies?

    • LifeStyle Solutions (LSS) offers the opportunity for proactive assessments through the Coventry Service Program for free from the first day of the policy.
    • Wellness is at the heart of all that we do, based on our 7 dimension wellness model! We promote positive aging through a focus on collaborative planning and prevention.
    • LSS long term care insurance offers a Select class of insurance for individuals with conditions that make it difficult for them to obtain coverage.
    • Use of the Coventry Service Program does not affect the insurance policy or premium.

What is The Coventry Service Program?

The Coventry Service Program for LifeStyle Solutions policyholders includes:

    • Free consultation and information about whatever is on the member’s mind. We often talk with our policyholders about:



      Safety at Home to Age in Place

      Staying Physically Active

      Fall Prevention

      The Importance of Social connections

      Driving Safety



      Maintaining Brain Power

      Making a Contribution/Sharing your Talents

      Livable or Age-Friendly Communities

      So give us a call soon!

    • A pro-active assessment for conditions that could threaten independence (CCTI’s) based on current research. That is paired with pro-active planning for aging well in place.

    • Periodic Check-in calls

    • Educational initiatives through
      Community of Members
      teleconferences, newsletters, and more.

Why Do We Have Such A Focus On Wellness?

  • Our approach is holistic and multi-dimensional because so many things can contribute to the quality of an older adult’s life.
  • We are committed to helping people “age how and where” they choose.
  • Research consistently documents the link between well-being and higher activity levels.
  • Social engagement, a sense of purpose and fall prevention all have protective benefits.

The seven dimensions of the Wellness Model

  • The Physical Dimension – Maximizing your
    functional fitness and physical capacities

  • The Spiritual Dimension – Nourishing your
    soul and having a sense of meaning

  • The Vocational Dimension – The broad
    sense of work; having a sense of purpose
    and making a contribution with your skills &

  • The Environmental Dimension – Creating a
    physical environment that is manageable,
    safe and supports your aging in place

  • The Emotional Dimension – Being able to
    express and manage your feelings; coping
    with stress/challenges

  • The Social Dimension – Building &
    maintaining social networks, giving and
    getting support from friends & family

  • The Intellectual Dimension – Engaging
    your brain and stretching it with lifelong
    learning, experiences and activities

*The seven dimensions wellness model is based upon the work of Bill Hettler, MD, at the National Wellness Institute, and the International Council of Active Aging; and the wellness program was designed in collaboration with the John Hopkins University School of Medicine Division of Geriatrics.

the research says

  • People more fit and active died at half the rate than of those who were less fit and had a higher score on the Fried Frailty Index. 1

  • A recent 25 year study came to the 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.” 2

  • The pilot CAPABLE Program (Community Aging In Place, Advancing Better Living for Elders) aimed to reduce the impact of disability among a sample of older adults by addressing both the individual functional capacity and home environment. For example, it provided access to assistive devices, home modifications and functional strengthening through a multi-disciplinary team to participants. After participating, 75% of the study members improved their performance of activities of daily living (ADL’s) and the number of ADL’s they struggled with dropped by half. Home hazards were reduced from an average of 3.3 to 1.4 hazards. The practical effect of these improvements in functioning and home safety can be life changing, in terms of enabling participants to stay in their homes with reduced risks and enhanced capacity. 3

1Rockwood, Kenneth, MD etal. “Changes in relative fitness and frailty across the adult lifespan: evident from the Canadian National Population Health Survey”.  CMAJ. 2011 May, 17, 183(8); E487-E494. 2Jacob, Miniood, MD et al, “Can a Healthy Lifestyle Compress the Disabled Period in Older Adults?”. Journal of the American Geriatrics Society, Vol. 64. 2016, p.1952-1961. 3Szanton, Sarah, “Home-Based Care Program Reduces Disability and Promotes Aging in Place”, Health Affairs 35, No. 9 (2016): p.1558-1563.

How does the service program work for LifeStyle Solutions policyholders?

    • Through a National Program Office in Maine, our team of MSW Wellness Specialists builds relationships nationwide by phone.
    • Staff has deep and varied experience in aging.
    • After the policy purchase, each policyholder gets a welcome letter from Bill Neugroschel, CEO, and Erin Bolduc, Director, Coventry Service Program.

    • Wellness Specialists follow with a personal outreach call, inviting use of any Service Program component.
    • Work evolves based on what we learn from policyholders and research.

Frequently Asked Questions

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.


More FAQ’s

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.

Our Team

Coventry Resources

Coventry CareLink Coventry Service Program United Security Assurance
Baltimore, MD
Freeport, ME Souderton, PA



LSS Policy Administration Service to LSS
LSS Marketing, Sales
& Underwriting

our founders

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?

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.


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

Bill Neugroschel, CEO – “I was drawn to the aging services field because of my admiration for my maternal grandmother, Rose, who lived as the in-house matriarch with my parents, brother and I when I was growing up. And I was drawn to Coventry by the innovative ideas of the company founder, Bob Haldeman, who saw the unique need for a long term care insurance product based on the philosophy of continuing care retirement communities.”

Elaine Griffin, Vice President for Operations “I am motivated to provide excellent customer service to both internal and external customers. It is my pleasure to motivate our Baltimore-based operations team daily and to help them keep the focus on our customers. I am proud to be a part of a Company that is committed to excellence and whose goal is to reach outcomes that benefit each party. It gets me up each day!”

Erin Bolduc, Director, Coventry Service Program“I am motivated by the discussions I have with our incredible policyholders. As a social worker and wellness specialist, my focus is on supporting our policyholders in their efforts to age where and how they would like. Proactive planning helps with these decisions, and I am honored to be part of the planning process.”

Gordon Haldeman, Wellness Director“This all started in a conversation with my Dad at a Raven’s football game where he invited me to come work on a project on how people can age well. I had the chance to watch that up close because my grandmother had always lived upstairs or one block away my whole childhood.”

Terri Robinson, Senior Director of Marketing, Communications & PR“I came to this company because I wanted to work in a small company – where if one succeeds, all succeed; and there is a direct connection between the people who buy and sell our products and services.”

Matt Sussman, Senior Director of Business Development“I do what I do because I love to help people. I was the conservator for my grandmother who needed care, because no one else was available. She did not have long term care insurance – would never have qualified for it, and when the first bill came in, I was shocked at the cost of home care. Not having a plan made it really difficult.”

Contact 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  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

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


Electronic Newsletters: Please contact the Coventry Service Program if you would like to receive our most recent e-newsletters by email. 

Preparedness E-Newsletter Summer 2020

Men’s Health E-Newsletter, Spring 2020

Women’s Health E-Newsletter, Winter 2020

Fall Prevention E-Newsletter, Fall 2019

The Importance of Being Connected E-Newsletter, Summer 2019

Getting Outdoors E-Newsletter, Spring 2019

Mindfulness E-Newsletter, Winter 2019

Past Newsletters:

Newsletter 2017

Newsletter 2016

Newsletter 2015

Books We’ve Enjoyed

Many books come our way, and here are a few that we have enjoyed!

In “Life Gets Better: The Unexpected Pleasures of Growing Older”, author Wendy Lustbader, (who has worked for several decades as a social worker specializing in aging issues), conducted first-hand research with older adults in all walks of life. She found overwhelmingly that they spoke of the mental and emotional richness they have drawn from aging; and rather than experiencing a decline from youth, aging people were happier, more courageous and more interested in being true to their inner selves than were young people she interviewed. A good counter-balance to the “fear of aging” stereotypes in the media.

“The Book of Joy: Lasting Happiness in a Changing World”, by His Holiness the Dalai Lama and Archbishop Desmond Tutu with Douglas Abrams. (2016). This book is a record of the unprecedented week that these two spiritual luminaries spent together to celebrate the Dalai Lama’s 80th birthday. The book offers a chance to listen in as they humbly explore how they have developed lives of peace, courage and joy despite experiencing severe challenges of loss, violence and oppression in their lifetimes.

“Being Mortal: Medicine and What Matters Most”, by Atul Gawande (2014)
This book was an honest recognition by a medical doctor that the medical profession has not always considered the human and personal needs of the patient when wanting to use the doctor’s knowledge and skill to “cure” or at least alleviate the maladies that afflict us as patients, especially in the later years of life. It gave me hope that there are some who are recognizing the importance of giving patients all their options and the subsequent consequences of each. It is also a reminder to us as patients and/or potential patients that we are the ones who need to let doctors know what we want to be able to do in our life while living with whatever disease or condition we happen to have. Very readable and encouraging! (from Linda M., Wellness Specialist)

“The Third Chapter: Passion, Risk and Adventure in the 25 Years after 50”, by Dr. Sara Lawrence-Lightfoot.

In this book, the author talks about revisiting paths not taken in earlier years, and about being open to new adventures rather than staying purely in your comfort zone as you grow older.

If you would like to recommend some books for inclusion here, send a note to:

Real Life Words of Wisdom

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 to us.

“Don’t take yourself too seriously and be positive whenever you can. Cherish your friendships because they are your lifeline. Always take care of your spiritual life because it’s there for you at your lowest times, and take care of your physical body so it will function longer.” P.A. Texas.

“Keep a good spiritual, emotional and physical balance in life. It is good to put others before yourself instead of “being all about yourself”. R.B. Ohio

“Treasure every day, and if there are things you want to do, then get up and do them!” G.H. Georgia

“Be true to yourself. Show love and compassion for others. Give of yourself as much as you can. ” L.L. Louisiana

“It’s important for people to have hobbies and interests in their life to enjoy. ” D.M. Texas

“1) Do what you like, 2) Let things go, and 3) Be around people you like.” E.M. Illinois

“Try to keep things in perspective, stay in the present as much as possible and practice moderation.” R. R. Colorado

“Realize how valuable you are…..Value yourself and take care of yourself. Be aware of others, and think of ways to help others.” D.R. Ohio.

“Life is there outside the door – and you must embrace it!” B.V. Texas

“I have learned the value of patience in relationships. I had to teach myself this and I have come to see the importance of taking time to improve relationships.” J.B. Ohio

Tools That Help

Some helpful links and tips. More coming!

Click here for a helpful checklist from AARP on making your home fit for aging comfortably in place.

If you want to suggest other tools you found useful, please send them to:

Secure Horizons

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

How do I use the Coventry Service Program Lite that is part of my SecureHorizons

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

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).