ComplaintsforGenworth Financial

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Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After several rejections resulting from a surrender form, it was requested by Genworth to provide a letter of intent. This letter was emailed to their office on June 17, 2024. The document was entered in review according to Genworth customer service representatives on June 21 at 9:12 AM. We requested that the case be expedited for a quicker resolution and were told there’s no guarantee however at most it would be processed and we would have a definitive answer within seven business days. Back on June 28, at 2:04 PM and was told that the request had been approved and an approval letter would be sent to the policyholder within 3 to 5 business days. Today I called customer service to see if the letter of approval had been sent to the policyholder, I am the insured, and was told that the case and surrender form were still in review. Which is not what I was told last time. I’ve been told repeatedly 5 to 7 business days once documents are received for approval or rejection so here we are 17 days after they received the documentation they requested, and it is still in review. This is on the heels of literally three months of trying to close a life insurance policy. The policyholder themselves spoke directly with Genworth asking what documentation was needed, and it was provided was provided came back twice for more documentation which has been provided in a very timely manner by fax and email. This should’ve been resolved as of yet it has not, and you cannot speak to anybody in the legal department or any department besides their customer service department, which does not have the answers that you ask for. What I’m requesting is that this case be expedited the approval done, and the funds issued in the timeframe that they state it should be . Attached is the letter and date it was sent to Genworth per their last request. 7 to 10 business days from that date has expired.
Business response
07/03/2024
Dear BBB,Thank you for your July 3, 2024 correspondence. We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. If we can be of any further assistance, please contact our office at ************************************. Sincerely, ********* *****Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### ****************
Customer response
07/03/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Genworth has continually communicated as the insured in all areas. They can and have discussed this situation in over 7 calls in just the past month. They are authorized tonspeak with me and have done so. This is a generic response given to many complaintants to avoid addressing the issue. Regards, ******** ********
Business response
07/09/2024
Dear BBB,As previously explained, we are unable to respond to unauthorized persons or organizations; however, we are researching the concerns and the policy owner or his or her authorized representative will receive a written response.Sincerely,****** **********
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The insurance company will not provide me with a copy of his policy and values.
Business response
05/29/2024
Dear *** *******,Thank you for your May 29, 2024 correspondence.We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.If we can be of any further assistance, please contact our office at ************************************.Sincerely,******* GenworthOffice of Consumer AffairsPO *** ************** ** *****###-###-####****************
Initial Complaint
05/27/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On May 21st, 2024 we received a letter from Genworth stating that they were terminating benefits for my grandmother, ******* *********, who is currently receiving assisted living benefits through her long term care policy. This letter was dated May 10th, but wasn’t mailed until May 14th and was mailed to the incorrect address even though I had called to correct the address earlier in the year (the phone representative confirmed this). The reason for the termination of benefits was because my grandmother no longer qualified according to their standards. This was based on incorrect information received from ********* ****** ******, where she currently resides. Upon calling Genworth, they refused to send me a copy of her contract, even though the phone representative told me she was looking at it on her computer, stating that it was “against [their] policy.” They could mail me a physical copy but it would take 15 business days to process. My grandmothers benefits would have been terminated by the time I could file a proper appeal. I also requested immediate access to healthcare records which they possessed (the first two assessments done by *********) and they did not send them to me. This is a violation of HIPAA law which requires an entity to immediately disclose records requested by a patient. They also refused to send the most recent assessment completed by ********* ****** ******. My grandmother has dementia and requires assistance for 3/6 activities of daily living. According to their own standards, she without a doubt qualified for her benefits. Genworth is being intentionally difficult and has harmed my grandmother by cutting costs (changing their annual assessment policy) and trying to prevent us from conducting a proper appeal. We should have immediate access to her contract and health records which Genworth is in possession of. I am her POA.
Business response
05/28/2024
Thank you for your complaint ID ********We ae unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outline in your correspondence with the policy owner or her authorized representatives directly. If you desire a copy of our response, please contact the policy owner or her representative and have them provide a signed authorization. If we can be of any further assistance, please contact our office at ************************************. Sincerely,****** *****GenworthOffice of Consumer AffairsPO Box ************** ** *****###-###-####****************
Customer response
05/31/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am the authorized representative for my grandmother on this case. Regards, ****** *********
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I would rate them a zero if I could. They are cold hearted and have terrible customer service and no reimbursement for in home care after 2 months because I am a family member- a NIECE of all things! I am not even her child and owe no obligation to her as a family member but I love my aunt to not want to see her being placed in a nursing home because she is more comfortable in her own home where she is familiar with the surroundings. My Aunt is a 93 year old legally blind and extremely hard of hearing woman who has not had another person in her home since 2010. She does not trust others' as she has been violated in the past. She is a religious woman and believes that no other person, especially men should ever touch her. Genworth is expecting that I place her in the care of others in order for them to pay a claim for reimbursement. I have been here 24/7 and have left my husband and own home to care for her. Thankfully he is patient. Genworth does not take into consideration that if I had a job prior to this, I would have had to quit to take care of my aunt which Is not fair since she paid over $42k for this policy. They simply don't care and the claims manager kept repeating, "it's in the contract". They are heartless. I asked about appealing based on special circumstance and she said I could write another letter but they she is the one who makes the decision and would deny it again! My aunt requires care for every single aspect of her life with eating, bathing, transferring, toileting, laundry, grocery shopping, and the list goes on. I didn't know about this policy until she ended up being in the care of hospice. My aunt has valuables and family heirlooms that she doesn't want to be stolen as they are important to our families history. The most important thing is, I am all she has left. She trusts and knows no one since she has outlived everyone she knew. After paying $42k, they will not reimburse her for my time taking care of her, out of the policy. The only way my aunt will end up using her policy is if I have complete strangers come in and take care of her OR put her in a nursing home. I am looking into pursuing a lawsuit on her behalf as there is NO reason that Genworth is the only one benefitting in this matter. I would NEVER suggest anyone use this or any other company that puts exclusions on your policy to allow for family to care for one of its own. This is a ripoff and they do not take peoples preferences into consideration. When I initially called to inquire, they said they DO take certain exceptions into account but that IS NOT the case at all. DO NOT MAKE THIS COMPANY RICHER BECAUSE THEY DON'T GIVE A ***** ABOUT YOU OR YOUR SITUATION
Business response
04/29/2024
Dear Ms. ************,We would like to thank you for taking the time to provide us with your feedback and assure you that we take your concerns seriously. To protect the privacy of our customers, we are unable to fully respond in this forum; however, we will review this matter and our response will be sent to the policy owner or his or her authorized representative directly. If we can be of any further assistance, please contact our office at ****************************.Sincerely,****** *****GenworthOffice of Consumer Affairs**** *** ************** ** ******** ********
Customer response
05/02/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am rejecting their response because their contract excludes family members from taking care of relatives. Regards, ***** ************
Initial Complaint
04/16/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
have been unable to close out my account. have tried numerous times to get help from customer service, sent in the necessary form to have balance transferred by mail signature required, and fax. the fax number does not work, no one has picked up the form sent by mail april 3rd. customer service has not sent by email the necessary form, after requesing 4 different times. the form was sent via the internet and no action has been taken. I simply would like to transfer the balance. there seems to be a corporate effort to prevent this annuity holder access to my money. could use help. thank you
Business response
04/16/2024
Dear BBB, Thank you for your April 16, 2024 correspondence. We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. If we can be of any further assistance, please contact our office at ************************************. Sincerely, ********* *****Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### ****************
Customer response
04/18/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. my complaint is that I can not close my account and have the monies transfered to my checking account. this is no where in their response. I have tried every way to get this done, and having them contact me does not affirm resolution. thier contact must include a time line to getting my money. and their response does not include when contact will be made. dealing with this company that could be next year. Regards, ****** ******
Business response
04/18/2024
Dear ***,Thank you for sharing the additional correspondence from the complainant. As explained, we are unable to answer inquiries or complaints to unauthorized persons or organizations; however, are in the process of reviewing the concerns expressed and will respond directly to the policy owner in writing. The policy owner can contact Genworth by telephone at ###-###-####.If we can be of any further assistance, please contact our office at ************************************. Sincerely, Your Name Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### ****************
Initial Complaint
04/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am working as my mothers' POA. She and my late father invested $900,000 in to Genworth for long term care insurance. My mother now needs to use it - she has Alzheimers and is currently living in an Assisted Living facility. Genworth is not transparent about their communication or expeditiousness of delivery. When I call to ask questions I get the run around. I am promised call backs and never receive them. I request to speak with supervisors who are never available. When I ask for a supervisors' name so that I can contact them, I am told a first name only. When I do ask for them, no one seems to know who that person is. I am given the same answer each time which does not answer my questions. Genworth is dragging their feet on getting anything resolved and sits on my mothers' invested money which she needs NOW.
Business response
04/05/2024
Dear Ms. *******,Thank you for your correspondence received in our office today regarding the complaint you received from ******* **** on behalf of her mother. Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the customer within the next 15 days which addresses the issues outlined in your correspondence. If you desire a copy of our response, please contact the policy owner, or his or her representative. If we can be of further assistance, please contact me at ************************************ or at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.Sincerely,******* ** ******Operations Compliance CoordinatorGenworth Office of Consumer Affairs**** *** ************** ** *****
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Genworth financial is withholding reimbursement well outside of their permitted time period to reimburse. They have continuously reengage with my mother, making her jump through hoops to obtain the money that she has put away for her long-term care. They treat her like crap. They constantly question and check on Her to make sure that she is paying the aids that help her on a daily basis, rather than reimbursing her, the money that she has put away for her long-term care. I am requesting that they liquidate her entire account and send the money to her immediately. It is absolutely preposterous that they should be allowed to continue to do business like this. My mother put the money away for her long-term care, and she is being drugged through the mud to be able to utilize the funds that she has established for her long-term care
Business response
04/05/2024
Dear Ms. *******,Thank you for your correspondence regarding the complaint you received from Mr. *****.Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the customer within the next 10 working days which addresses the issues outlined in your correspondence. If you desire a copy of our response, please contact the policy owner, or his or her representative. If we can be of further assistance, please contact me at ************************************ or at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.Sincerely,******* ** ******Operations Compliance CoordinatorGenworth Office of Consumer Affairs**** *** ************** ** *****
Initial Complaint
03/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I just lost the last 3 hours of my life when the page just refreshed and lost everything. My mother purchased a long-term care policy in 1998. I initiated a claim for the first time in March of 2023. They approved a company and paid some of the invoices. There's one in particular they have not reimbursed in the amount of $620. They also have a automatic reimbursement for DME that specifically included power lift chairs and recliners. I have sent them the documentation for both on several occasions. When my mother passed away, they requested a copy of the death certificate. I sent it and then they terminated my access to their claim portal. I email them on several occasions requesting status for the reimbursements and a copy of the policy. My mother passed away in May of 2023 and I have not been able to reach anyone at Genworth or access the portal since her passing. Her policy was in force with a lesser policy benefit of $22k from $350k when Genworth experienced financial difficulties and paying claims. The last correspondence I received from them was that My mom's personal data was exposed in a 2023 data breach. I also was just noticed that the 1099 that was sent for 2023 states that there was an states that there was an states that there was an accelerated death benefit on her policy but I was not able to review the policy in full since it was never sent at my request. She paid premiums for 25 years and I was reimbursed around $1,400 for a portion of some of the in-home care claims.
Business response
03/25/2024
Dear Ms. *******,Thank you for your correspondence received in our office today regarding the complaint you received from ********* ********.Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the customer or authorized individual of record within the next 30 days which addresses the issues outlined in your correspondence. If you desire a copy of our response, please contact the policy owner, or his or her representative. If we can be of further assistance, please contact me at ************************************ or at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.Sincerely,******* ** ******Operations Compliance CoordinatorGenworth Office of Consumer Affairs**** *** ************** ** *****
Customer response
03/25/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I'd like to advise that my mailing address has changed to: *** ******* ******** **** ******** ** ***** and the policy address is no longer valid. The home is listed for sale and will be changing owners in the next couple of weeks. What are my options to leave the case remain open until I receive a response from the business? I understand that security is now a priority but there is no PHI or HIPAA related data pertained in this correspondence. Regards, ********* ********
Business response
03/26/2024
Dear Ms. ********, thank you for providing your new address and please be assured that a response will be sent.I have forwarded your address to the associate who is researching your case, and she will provide a contact number in her letter. You may also reach our Claims team at ###-###-#### for any other questions.Sincerely,******* ******Genworth Consumer Affairs
Initial Complaint
03/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In January I first reached out about obtaining paperwork to surrender a life insurance policy owned by my now deceased father that was in my name as the insured. They assured me over the phone I would get paperwork electronically to transfer the policy to my mother as per my dad's will, as well as paperwork for surrender. I never received this paperwork. I asked again a few weeks later, and again, received nothing. My mother began to try at this point to surrender it herself, as she is now the owner of the policy according to my father's will. They gave differing instructions to her every time she called to resolve this issue. Some would say she had to transfer the ownership to herself first, others said she could immediately surrender. She got paperwork digitally, and in the mail, and has turned in two separate instances of the required paperwork. We digitally sent them paperwork back first, and then faxed, both were rejected one due to not allowing electronic signatures which was not discussed in phone calls about the paperwork nor on the paperwork itself, we were assured we could submit this paperwork digitally. Then, we faxed another copy of the paperwork, and this time we were told that we were given the wrong paperwork for our state. We have been running around circles for nearly 3 months with this company with no headway and are now back at square one yet again. We're tired of getting different answers every time we call, and it seems we are just being given innocuous roadblocks so that we don't surrender our policies. Because of all of this trouble, my mother also wants to surrender her policy now, that's how annoying it has been.
Business response
03/25/2024
Dear Ms. *******,Thank you for your correspondence received in our office today regarding the complaint you received from ****** ********.Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the customer within the next 30 days which addresses the issues outlined in your correspondence. If you desire a copy of our response, please contact the policy owner, or his or her representative. If we can be of further assistance, please contact me at ************************************ Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.Sincerely,******* ** ******Operations Compliance CoordinatorGenworth Office of Consumer Affairs**** *** ************** ** *****
Customer response
04/25/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The last correspondence my mother received from Genworth was on March 19. They told her they would not accept the will as a legal document. They want her to turn in a new legal document and that is going to require her to get a lawyer. We feel like they are sending us in circles. Regards, ****** ********
Business response
04/25/2024
Dear ***,Thank you for your April 25, 2024 correspondence.We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.If we can be of any further assistance, please contact our office at ************************************.Sincerely,******** *****GenworthOffice of Consumer Affairs** *** ************** ** ******** ************************
Initial Complaint
01/25/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My father, ******* ****, is 85 years old and is the insured on this policy. On or about January 4th, 2024 he mailed a quarterly premium payment to Genworth Life via a **** ** ******* check #*** in the amount of $1,350.00. That check cleared his *** account on 1/9/2024, just a few days later. To date, despite a number of phone calls and emails to Genworth Life, it is refusing to acknowledge receipt of that payment. Each time I call in, I speak with a different agent and have to retell the whole story. As of today, Genworth is denying even receiving my email which explained the history of check#*** and included proof of the front of the check, the back of the check, and a copy of my father's bank statement showing that check #*** cleared on 1/9/24. On January 11, 2024, Genworth sent me an ambiguous letter stating it has received the $1,350.00 check. When I called in to confirm whether it was check #***, Genworth told me "No." and that it was simply confirming receipt of a previous check that was for an October 2023 quarterly payment. I have long felt that this company is engaging in unsavory business practices. About 3 years ago when my mother passed from brain cancer, I wrote a long letter to the CEO and nothing really has changed since then. I recently mailed a second quarterly premium check from my own account to cover check#***. Genworth has orally acknowledged receipt of my check which was written from my *** account in the amount of $1,345.32 under check#****. This was to cover the quarterly premium payment due 1/19/2024 which is what check#*** was also sent to Genworth for.
Business response
01/25/2024
January 25, 2024Dear Ms. *******,Thank you for your correspondence received in our office today regarding the complaint you received from ***** ****.Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the customer within the next 30 days which fully addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the policy owner, or his or her representative. If we can be of further assistance, please contact me at ************************************ or at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.Sincerely,******* ** ******Operations Compliance CoordinatorGenworth Office of Consumer Affairs**** *** ************** ** *****
Customer response
02/08/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yesterday, in the mail, I received a letter from Genworth dated 1/25/24. The letter simply states that it applied a payment of $1,345.32 to my dad's policy and that the policy is now paid current through 4/19/24. THIS RESPONSE IS INCOMPLETE! Genworth still owes my father a refund in the amount of $1,350.00 because we made TWO quarterly payments to cover the 1/19/24 premium. They claimed they never received the $1,350.00 payment so I sent Genworth a second payment ($1,345.32) from my own checking account to make sure the policy would not lapse until Genworth could track down what happened with the $1,350.00 payment my dad sent in first. See above documents for proof that Genworth received this $1,350.00 payment and that it cleared my dad's *** account on 1/9/24. Regards, ***** ****
Business response
02/08/2024
Dear Ms. *******, we are in the process of researching the customer's concerns and a full response will be provided as soon as possible.Thank you,******* ******
Customer response
02/20/2024
Genworth has still not refunded an extra premium payment we made in the amount of $1,350.00 to cover a premium due for 1/19/24. We made the extra payment to prevent the policy from lapsing while Genworth investigated its erroneous position that it never received that money. We have attached proof to the BBB complaint that check #*** in the amount of $1,350.00 cleared my father's bank account on 1/9/24.  The only reason I did not respond to BBB's last message is that Genworth said it would continue to work on the issue. That type of response puts the consumer in a catch-22. If the consumer says he is satisfied with the response then the BBB would close the matter. If the consumer says he is not satisfied with the response, then he appears to be acting unreasonably.Surely, this is not what the BBB intended!
Business response
02/26/2024
February 26, 2024Dear Ms. *******,Thank you for your correspondence received in our office today regarding the additional correspondence you received. Please be assured that we will provide an additional response to the customer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the policy owner, or his or her representative. If we can be of further assistance, please contact me at ************************************ or at ###-###-####, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.Sincerely,******* ** ******Operations Compliance CoordinatorGenworth Office of Consumer Affairs**** *** ************** ** *****
Customer response
02/27/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. The company owes a refund of $1,350.00. Until we receive that from the company, this complaint is not resolved. We have reported this matter to **** ** ******* as potential fraud on check # ***. BOA is in the process of verifying that Genworth in fact deposited the check in its account but did not credit this extra premium payment to the policy holder. Regards, ***** ****

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