LTC insurance--can't get claims paid!!

[conoutofconsumer]

The good news is that you are communicating with the company and therefore have already avoided the pitfall of them invoking HIPAA as a means of failing to give you information.
The place to start is your contract, the policy.
It sounds as if you have also established the elimination period.
I am not sure what you are referring to regarding the insurance company questions about the facility...is there a specific provision regarding what kind of facility your loved one must reside at? If this is so, also look at EXCEPTION provisions based on unavailability of the type of facility or service that the policy requires.
Please note that your communications should also include copies to your state insurance department.
Good luck!