Customer Support

Please read through each of the topics below where you will most likely find the answer to your question.

Still need help? Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it. or call 888-582-3750

Customer Support is available Monday through Friday:
7 a.m. to 4 p.m. (Pacific)
8 a.m. to 5 p.m. (Mountain)
9 a.m. to 6 p.m. (Central)
10 a.m. to 7 p.m (Eastern)

Order duplicate certificate of completion: If you would like to order a copy of your certification of completion please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it. and provide us with your name, your agent license, and the date you took your training. Please allow 2 business days for receipt of it.

CE Requirements and Credit Hours Needed

What are the CE regulations and requirements in my state?
CLTC Partnership Training recommends that you contact your state Department of Insurance to determine the number of credit hours and the type of credit hours that you need. CLTC Partnership Training provides a link to the state’s CE requirements on each state page in our course catalog. We also provide a link in the main navigation bar, which directs you to a page of state requirements.

How do I find my license number and renewal date?
Your license number should be located on the information received from your state. In some states, the license number is also your social security number. If you do not know what your license number is please, contact your Department of Insurance as it is required to process your Certificate of Completion.

Do I need my license number for states that I hold a non-resident license?
No, you can put your resident state license number.

Does CLTC Partnership Training offer insurance pre-licensing courses?
No, we do not. Our specialty is courses that focus on long-term care and long-term care insurance.

Course Information

Once I pay for the course, do I have to take it today?
You have one year from date of purchase to complete the course. This course will stay in the “My Courses” section of your account, as well as the left navigation bar of the website, for that time period.

Can I print out the course to read it? Can you send me the hard copy of the course?
No, this is an online course and it cannot be printed or viewed by hard copy.

Clear Cert Certification 

Who is Clear Cert? 
Clear Cert is the industry’s only third-party validation that ensures mandatory LTCi training courses are in full compliance with applicable state and federal regulations, as required by the industry’s leading insurance carriers.

Is CLTC Partnership Training a Clear Cert network member?  
LTC Connection is the CE Provider for CLTC Partnership Training and is a Clear Network Provider. We are proud to display the Clear Cert Content Certification seal found on the home page of our website, and on each course that is Clear Cert Certified.

Are CLTC Partnership Training's courses certified by Clear Cert? 
Yes. LTC Connection submits all LTCi mandatory training courses to Clear Cert to be certified.  Clear Cert then lists these courses on the Clear Cert website. 

Does CLTC Partnership Training report LTC training courses to Clear Cert? 
By completing this course, you are authorizing LTC Connection to report your course completion to Clear Cert. You will be asked for your National Producer Number (NPN) when you register.  A link is provided to look this up if you do not know your number.

Payment

How can I pay for my courses? 
CLTC Partnership Training accepts credit card payments from American Express, Visa, Discover and Master Card.

Do I get a receipt? 
When you purchase a course you will receive a transaction confirmation via e-mail that you can print. It will also be available in your “My Account” section, which you can access by logging in.

Does LTC Connection have a refund policy? 
LTC Connection will provide a full refund for any reason as long as you request it by submitting a support ticket within 24 hours of purchasing your course and we have not yet processed your Certificate of Completion, or filed any continuing education credits on your behalf.

Exam Information

Do I have to use the same monitor if I fail the test and have to take it over?
No. You can use a different monitor for each exam that you take.

If my state requires a proctor approval form or exam monitor form, where do I get that?
LTC Connection provides this form in the pre-exam section of your course.

What’s a proctor?
A proctor is someone to witness you take the test. The Proctor must be a Disinterested Third Party meaning that they are not related to you, they are not your employee or your supervisor.

I’m not a resident producer and/or I don’t need/want CE. Do I still need a proctor?
Yes, you do because we must process the course as it was approved by the state and if they say there must be a proctor, we CANNOT process you without the proctor affidavit.

Where do I fax my affidavit?
Our primary fax number is 978-336-1099. If you are having trouble getting through for any reason, you can use our alternative fax number of 978-594-1091 or scan it to This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .

How long do I have to complete the exam?
You can take as long as you need to take the exam. The exam is not timed.

How many questions are on the exam?
This depends on the number of credit hours being issued, and the state in which you are taking the exam. Generally speaking the exams contain between 25 and 50 questions.

Certificate of Completion

How long does it take to receive my certificate of completion?  

It is our goal to process your Certificate of Completion by the end of the next business day.  Please note that this is after you have submitted any required affidavits that your state may require.  

I’ve received the certificate of completion – what do I do with it? 
If you live in a self-reporting state, you need to submit it to the DOI as directed on the email that your certificate was sent in.  Otherwise, you must submit it to the carrier(s) you do business with.

How can I obtain a duplicate certificate? 
You can access your Certificate of Completion anytime by logging into your “My Account” section and going to the “My Certificates” tab.

Does LTC Connection report CE credits to the state? 
LTC Connection reports your course completions and CE credits to your state by the end of the next business day. (The exception is for states that do not allow next-day reporting. These will be reported at the time the state allows).

The following states do not require providers to report CE course completions and are considered “self-reporting” states:  AK, DE, KY, LA, NE, NM, OR, and RI. You are responsible to report your CE credits and course completions to those states.  

Do LTC Connection courses apply toward my insurance license in states where I hold a non-resident license?
LTC Connection will provide you with a non-CE certificate for any states that you have not listed you are a resident of.