Navigating the New LTC Frontier with CareScout Services

Interview by Phil Calhoun with Samir Shah, CEO, CareScout

CareScout CEO Samir Shah recently sat down with California Broker’s Phil Calhoun to discuss how CareScout is reimagining the long-term care experience—from helping families find quality care to empowering brokers with tools that strengthen their client relationships. The conversation explores what’s next for long-term care in California, including new ways technology, quality standards, and trusted guidance can work together to make aging a little easier for everyone.

CareScout’s New Chapter: A Holistic Approach to LTC

CareScout is entering a new chapter—one defined by human-centered design, quality, and trust. Led in part by Samir Shah, CareScout is building a holistic platform that helps families and their advisors navigate every stage of aging with confidence.

If you think the long-term care system needs a shake-up, we agree. We’re designing a new ecosystem of support and care for our aging loved ones.

“From care planning and assessments to finding care, we’re working to become the most trusted guide for families navigating the aging journey,” emphasized Samir. “CareScout has big goals, but we’re equipped for the challenge. Our parent company, Genworth Financial, Inc., has been a thought leader in the long-term care industry for many years. Using those insights as a backbone, we’re designing a new approach to long-term care.”

CareScout was built for families and advisors navigating care decisions long before crisis hits. Brokers also can connect clients with CareScout to help provide solutions to the many problems finding care providers. Shah describes this current moment for CareScout as a new chapter, noting that it signals a shift towards more personalized client experiences, curated networks of vetted care providers, and digital delivery for a seamless long term care services experience.

According to him, “We’re empowering people with solutions that meet real needs—simple, flexible, and supportive every step of the way.”

CareScout is a fit for brokers as they transition from LTCi application and policy delivery to help clients navigate the assessment of LTC needs, to finding top-rated caregiver support for in-home care services.

California Regulatory Landscape: Opportunity and Caution

As California’s long-term care legislation continues to take shape, brokers who understand how new state programs intersect with private coverage will be better equipped to guide clients through a changing landscape. In addition to education, clients will need emotional support while making decisions about medical care for an aging loved one.

Shah emphasizes the importance of regulatory awareness: “Brokers who stay ahead of compliance changes and understand how state programs interact with private coverage will be best positioned to advise customers and retain business.” He encourages brokers to follow California developments with LTC to be able to provide this information to clients.

Product Innovation as a Competitive Edge

CareScout’s innovation comes from listening closely—to families, providers, and brokers alike, and building tools that reflect their needs. From claims management to finding and affording the needed care, Shah highlights two pivotal advantages for brokers:

• Flexibility and Customization: CareScout offers multiple options from a range of services and education tools that brokers can access to meet diverse client needs. “This flexibility is essential for brokers serving a wide spectrum of clients from those seeking answers to the cost of care from prevention to diagnosis, and then for the daily support for loved ones. CareScout can be a solid resource for unique situations that require flexible solutions,” Shah explains.

• Integrated Quality Network and Support: Providers can gain access to the CareScout Quality Network, a nationwide network of thoroughly vetted aging care providers, and find wellness and caregiver support programs as well. Shah notes, “Quality is the core of our value proposition. We’ve built an ecosystem where care providers are held to high standards, and we back that with dedicated advocate teams for every policyholder.”

LTC Sales Best Practices: Shah’s Strategic Advice

The interview zeroes in on actionable strategies for brokers poised to capitalize on current market momentum:

• Educate Around Upcoming Deadlines: With possible opt-out deadlines tied to legislative action, brokers must proactively communicate the timing and consequences of state program changes. Shah advises, “Clients want to know how future state programs could affect their coverage or costs. Be ready with both the facts and solutions.”

• Embrace Digital Sales and Service: Shah stresses that “the digital transformation of LTC sales means brokers can reach clients more efficiently, provide instant quotes, and maintain records more securely. We’ve invested in a fully digital experience to make this possible.”

• Highlight Provider Networks and Service Quality: Understanding that clients and their families value not only financial protection but also high-quality, vetted care, Shah urges brokers to lean into CareScout’s provider network as a differentiator. “Our quality network and caregiver support resources give brokers meaningful tools to add value during and after the sale,” he states.

Navigating Challenges and Building Trust

Samir Shah is candid about the challenges in the LTC market, from changing regulatory requirements to client skepticism over premium stability and coverage adequacy. He argues that “brokers who build trust through transparency and education will set themselves apart,” adding, “Clients are looking for experienced advisors who aren’t just selling policies but sincerely guiding them through a complex, emotional decision.”

Shah’s focus on empowering brokers with up-to-date tools and integrated support reflects a broader industry trend toward holistic care navigation, data-driven underwriting, and enhanced service models for clients, care agencies, and brokers.

Looking Ahead

The CareScout Quality Network is available to anyone who needs help accessing quality providers. Shah and CareScout are planning further product rollouts and enhanced LTCi solutions, aligning with both compliance trends and market demand for flexible, business-oriented LTC solutions. As Shah explains, “We see LTC not as a static product, but as part of a lifelong care journey; by leveraging data, technology, and quality partnerships, we will be able to deliver the best outcomes for everyone involved.”

Samir B. Shah President and CEO of CareScout Services, Samir leads the company’s mission to expand access to quality care and create innovative solutions for the long-term care crisis. With over 20 years of leadership experience in financial services, strategy, and digital transformation, he has held senior roles at JPMorgan Chase, McKinsey & Company, and Goldman Sachs. He earned a B.S. in Finance and Management Information Systems from Binghamton University and an MBA from the University of Chicago Booth School of Business. 855-885-6637