Technical Website Help

We are building our technical help section as we receive feedback from users. If you encounter an issue not answered below, please email us at webmaster@ltcpartners.com so we can resolve that issue and post the solution as a reference for future users.

1. Why can't I access the Premium Cost Calculator or other secure pages (online application, etc.)?
    
2. I'm not able to download documents and forms from this website. Why?
    
3. The text is missing when I print .PDF documents. Why?
    
4. A horizontal scroll bar appears on my screen and/or I can't read all of the content on the page because it goes off my screen. How can I fix this?
    
5. The text on this website is too small. What can I do?
    
6. I found a broken link. What do I do?
    
7. The pages take a long, long time to download. What's going on?
    
8. I requested information through your Information Kit request form and I still haven't gotten it. Did it go through?
    

1. Why can't I access the Premium Cost Calculator or other secure pages (online application, etc.)?

The most common reason for problems accessing these pages is the security setting in the web browser. Please make the following changes in your browser, close the browser and restart it.

Internet Explorer

First:

1. Click the Tools menu in your browser.
2. Select Internet Options from the drop-down menu.
3. Click the Advanced tab at the top right of the pop-up window.
4. Scroll down near the bottom. Under Security, confirm that SSL 3.0 is checked.

Second:

1. Click the Tools menu in your browser.
2. Select Internet Options from the drop-down menu.
3. Click the Security tab at the top left of the pop-up window.
4. Click on the globe image with the text underneath that says "Internet".
5. Make sure the security setting is set to medium or below.

If any changes were made, close the browser and open it again.

Netscape

First:

1. Click the Edit menu in your browser.
2. Select Preferences.
3. Select Privacy and Security.
4. Select SSL. Make sure that SSL 3.0 is checked.

Second:

1. Click the Edit menu in your browser.
2. Select Preferences.
3. Select Advanced.
4. Select Cache. Make sure that the “Compare the Page in the Cache to the page on the network” is set to “Never”.?

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2. I'm not able to download documents and forms from this website. Why?

There are a number of possible explanations for this issue.

You may be attempting to download an Adobe Acrobat PDF file ( ), but you do not have a current version of the Adobe Acrobat Reader. If this is the issue, try downloading a new version of Adobe Acrobat Reader.

You may be attempting to download a Microsoft Word file ( ), but you do not have a current version of Microsoft Word on your machine. If this is the issue, please visit the Microsoft Office site.

You may be having trouble with the link. Instead of clicking on the link, try right-clicking on the link and:

1. Select "Save Target As..." or "Save File As..." from the pop-up menu
2. Save the file to a location on your computer
3. Open it from the location where you saved it

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3. The text is missing when I print .PDF documents. Why?

When printing the .PDF form, make sure that “Print as Image” or “Print Text as Graphics” is checked in the printer configuration dialog box that appears when you click print. If this does not solve your problem, please email us or consult the Adobe Acrobat support website for more information.

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4. A horizontal scroll bar appears at the bottom of my screen and/or I can't read all the content because it goes off the screen. How can I fix this?

The minimum screen resolution for this website is 800 x 600. You're resolution may be set smaller than this (640 x 480). We have provided instructions on how to change your screen resolution.

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5. The text on this website is too small. What can I do?

We have designed this website to work with most browsers "text-sizing" feature. This means you can make the text on your screen larger or smaller simply by selecting that option in your web browser. We have provided instructions on how to change type size for a variety of browsers.

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6. I found a broken link. What do I do?

We apologize for any inconvenience. Please report any broken links immediately to webmaster@ltcpartners.com. If you are looking for a document, please let us know and we will send it to you.

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7. The pages take a long, long time to download. What's going on?

This could be any number of things. Most of the time it has to do with the speed of your internet connection. Connections over a dial-up often cause pages to load slower than if you were accessing this website via a high-speed cable modem or DSL or even at work (although sometimes network traffic at your organization can cause pages to download slower than normal).

We have tried to keep the number of graphics on this site to a minimum, while optimizing the graphics that are on the site to download faster. If you continue to experience slow pages, please email us.

You may also want to try returning to our site during less visited times. Typically, our highest site traffic times are Monday - Friday between the hours of 10 a.m. and 4 p.m. Eastern Time.

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8. I requested information through your Information Kit request form and I still haven't gotten it. Did it go through?

You should have been presented with a confirmation page that said "Thank You" once you submitted your online Information Kit request. If you did see this page, your Information Kit should arrive within 2 weeks depending on your location.

If you did not see a confirmation page, you may want to try submitting your request again. You can also call one of our Certified Long Term Care Insurance Consultants, who can send you an Information Kit, and also a personalized Rate Quote. You can reach them at:
1-800-582-3337 (TTY: 1-800-843-3557).

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