Business Profile

Insurance Services Office

Genworth Financial

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Genworth Financial's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

76 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My estranged husband received a letter from Genworth stating my step -daughter, ******* ******* (whom I have legal guardianship of), had signed up for a life insurance policy. ******* is severely handicap mentally and physically and Is physically incapable of signing any paperwork. When I called and gave this information to the employee he refused to give me any information or put me in touch with a supervisor or manager and stated it would take 48-72 hours for a return phone call. No where in the conversation did he ask for me to email or text a copy of the court order of the guardianship paperwork, which I am more than willing to provide.
Business Response
Date: 03/19/2025
Dear BBB, Thank you for your 3/19/2025 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 ** *** ***** ********* ** ***** ###-###-#### ****************
Initial Complaint
Date:03/05/2025
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We started fighting this battle to reinstate my mother’s (**** *******) life insurance around September 2021, BEFORE my mother died. She died in 2024. Genworth Life Insurance, re-routed my mother’s life insurance bill to another address without any notification or sign off by my mother. This resulted in my mother not paying the bills – she was around 82 and her memory was failing, hence, without the bill as a reminder, she did not remember to pay. Genworth rejected my mother’s request to reinstate her insurance. She is an 82-year-old widow who has scrimped and saved for nearly 40 years to pay her life insurance policy consistently. Genworth reported that a bill sent to my mother was returned, however, NO ONE from Genworth confirmed with my mother whether she had moved. She had been at the same address since 1990. I would like to ask you to please, have a heart for a customer you have had for 40 years. My mother had been scrimping and saving to pay her life insurance for half of her life. It was difficult for her to make these payments while she was working, and even more difficult after her retirement. She was distraught over losing a substantial amount of money. I would like to reiterate that my sister and I had offered to pay whatever the missing payments were, however this was rejected. My question is: shouldn’t Genworth have contacted my mother before “they” decided to change the address? Also, shouldn’t Genworth have received a change of address notification from my mother before making any such a change? How is there not a system that would lead your staff to question why someone who had been paying her bills consistently for 40 years, all of a sudden just stop? And why?
Business Response
Date: 03/05/2025
Dear BBB, Thank you for your 3/5/2025 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 PO Box ***** ********* ** ***** ###-###-#### ****************
Customer Answer
Date: 03/19/2025
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. Thanks for sending this. I would like to reject Genworth's response because they simply responded they had received the complaint and were passing it on to someone else in the company. THe response was received from the person below, on the March 11. Rachel Schekman I would like to reject their response, and re-open the complaint if possible. Thank you, ****** *******
Business Response
Date: 03/19/2025
Thank you for your 3/19/2025 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 Answer
Date: 04/07/2025
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 emailed Genworth last week - the same person responded, saying that she had passed on the case to another department. I still haven't heard from that dept - though the case has been with them for probably 4 weeks now. Regards, ****** And ****** *** ****** ** **** ******** *******
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Genworth Life and Annuity Insurance Company has canceled my life insurance twice in the last two years. The most recent I got no notification that the policy was in danger of lapsing just a notice that the policy had lapsed. The last correspondence prior to this was in 2024. After the policy was reinstated I was given an amount of up coming premiums. When I sent in my premium I received a letter saying the premium amount was too high and I was getting a refund. I was instructed not to send any premium payment until I received a statement with the proper premium amount. I received one statement after that and made the premium payment on time. I have received nothing from them since until I got the policy cancellation notice. I took out the policy on September 11, 1984 at the age of 33 I am now 73 years of age. If they cancel my policy and don’t reinstate it they don’t have to pay the $50,000 settlement.
Business Response
Date: 03/04/2025
Dear BBB, Thank you for your 3/4/2024 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 Answer
Date: 03/06/2025
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. Regards, ***** *******
Business Response
Date: 03/19/2025
Dear BBB Thank you for your 3/19/2025 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 [email protected]. Sincerely, ****** ********Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### ****************
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father passed away and he carried life insurance policy through Genworth. This insurance company takes an extended amount of time to pay out and the process is way more difficult then my mother life insurance policy had been. It's taken 3x longer at least to get funds from the policy. They do everything they possibly can to delay sending he funds. It took under 2 weeks to receive funds from my mother's policy, and with Genworth you are looking at closer to a month or more to receive the policy funds. Everything is more difficult and time consuming with this company, Genworth. When you are in a state of loss already you shouldn't have to deal with a difficult long process.
Business Response
Date: 02/25/2025
Dear BBB, Thank you for your 2/25/2025 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 [email protected]. Sincerely, ****** ******** Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Initial Complaint
Date:02/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Issue with a request I submitted using an official electronic form that was provided by Genworth
Business Response
Date: 02/18/2025
Dear BBB, Thank you for your 2/18/2025 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 ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Initial Complaint
Date:02/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Company sent me a Grace period Notice about 2 weeks ago with an Amount to pay by 3/13/25 of 712.00 and with a monthly payment going from $75.00 per Month to 368.00 per Month or else the Policy with lapse after 3/13/25. We have been paying on this policy for 46 years and can't afford another Life Insurance nor the amount they are requesting. I was speaking to ******* from the *********** that the Company Outsourced to-to speak with a Manager. She transferred me to ***** from the US. This is my 2nd time talking to (*****) from the US trying to understand what happen to my cash value...i told asked her do you think i can afford another life insurance policy of $ 96,874 that i start paying on when my husband was 29 years old. He is now 68 and now I think they are trying to get us to Cancel. I also told her (*****) that as long as we have been customers of Genworth it would have been common courteous to a least send us a letter to let us know that we need to increase out Monthly premium or else we will be going into a Grace period and possibly being terminated from the Policy lapsing with no cash value. I ask for the Agent (******* *******) who has been on the Policy from the beginning phone number and was given ###-###-####...a non-working number...SAD. I don't think it's fair because over the years, we have invested a lot of Money into this company. We could have went with another Company if we had known this is how customers are been treated at Genworth when they become Seniors....SAD. We are wanting some answers and options from the upper management as to why this has happen and what they can do to help us. My policy # is *******
Business Response
Date: 02/11/2025
Dear BBB, Thank you for your 2/11/2025 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 Answer
Date: 02/25/2025
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. Ms. *******, I called Ms. ****** ******** @ ###-###-####, the number that she left on BBB response from Genworth and was place on hold for about 15 minutes and then the survey came on! I didn’t get a chance to speak with anyone! This is very unprofessionally!! Regards, **** ***********
Business Response
Date: 02/25/2025
Dear BBB, Thank you for your 2/25/2025 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 ** *** ***** ********* ** ***** ###-###-#### ****************
Initial Complaint
Date:01/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father, ****** *****, has paid for long term care insurance with Genworth for 25 years. He is 90 years old now so we filed for a claim with Genworth in August of last year. They denied any coverage for him on 10/10/2024, citing that he was not ill enough to require stand by assistance. I filed an appea including a letter from his treating physician who specializes in geriatrics on November 18, stating that he does need standby assistance and hands on assistance. Genworth then requested that my fathers physicians send them his medical records. Dr. ****, cardiologist, and Dr. ********, primary care specializing in geriatrics, sent the records on 12/4/2024. and again on 12/18/2024, and again on 12/27/2024. We had them send them 3 times as Genworth claimed they were not receiving them. Genworth claimed they use a 3rd party to transfer documents (*********) and it was their fault for the delay. Genworth is now claiming they did not receive the records until January 7, and therefore need another 30 days to review them. This seems absolutely corrupt as their date of receiving the records should be 12/4. To delay their review and decision when this claim was originally filed 5 months prior for a 90 year old man is so horrific. On top of that they are telling him he needs to pay his increased premium of $900 in February. He has paid this company over $45,000.00 and they just simply want him to die so they can keep all that profit.
Business Response
Date: 01/10/2025
Dear BBB, Thank you for your 1/10/2025 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 ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Initial Complaint
Date:01/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did not receive notification that my monthly payment was increasing. I made a payment on 11/12/24 in the amount of $177.89. The money has been deducted from my bank account. The monthly payment wasn't due until 11/28/24. On 11/13/24 l received notification via mail that my policy increased to $217.71. I called customer service several times regarding this matter. I was instructed to mail the difference of $39.82 to make up the difference. Which I mailed on 12/1/24. I received a cancelation letter dated 12/9/24. I called customer service again and was told I would be refunded $177.89 because this was enough to pay the policy. As of today I haven't received the refund and the next payment is due 12/28/24. I would like someone to contact me regarding this matter as soon as possible. This has been an inconvenience as customer service has failed to appropriately resolve the issue. I'm not able to view my account online and it's stating to call customer service.
Business Response
Date: 01/03/2025
Hello,Thank you for your January 3, 2025 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 Box ************** ** *****###-###-####****************
Customer Answer
Date: 01/07/2025
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 rejected the Business response because I have made contact with them since Nov 2024, and I’m switched to different departments,and being told different things each time, after holding on the phone for a long time. When I call and leave a message there is no response. Regards, ****** *********
Business Response
Date: 01/07/2025
Dear BBB, Thank you for your 1/7/2025 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 PO Box ***** ********* ** ***** ###-###-####
Customer Answer
Date: 02/05/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Case closed Regards, ****** *********
Initial Complaint
Date:01/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A withdrawal from my bank account in the amount of $ 2,757.50 occurred on 11/12/24 without my permission I did not receive notice until 11/8 from our insurance broker and called Genworth and they indicated they could not stop the payment but would reimburse the amount within a few days. When the payment did not come I called them as did our broker and they said again they would reimburse it and it would take a bit more time. When the payment did not come again I was told I needed to sign a form which I signed and sent through our broker. When the payment was not reimbursed again I called them as did our broker and then said it would take an additional 15 days. When it still did not come I called them again today - 12.24 and was told I needed to send in a form with a notarized signature. Clearly they are not being honest with me or our broker and have withdrawn funds without my permission and are not returning the funds . It has now been over six weeks and this is money we really need and cannot afford to continue to not have it not returned.
Business Response
Date: 01/03/2025
Hello,Thank you for your January 3, 2025 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
Date:12/16/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had a Life Insurance Policy with Genworth since 1999. I have always paid my policy premium annually. I started having issues with Genworth sending premium notices and had to go online to pay premiums a couple of years ago. That was not too bad until I started having technical issues and could no longer access my account online. Genworth tech support explains this to me as "I am just one of the lucky ones" This leave me to depend on customer service. I have been calling Genworth weekly since the first of November to pay my annual premium. From the various customer service reps renderings it appears my payment date has changed because the previous December date was not a good due date, that is the latest explanation anyway. During the first call on Nov. 18th I was send an Electronic Funds Transfer to complete, which I did and returned, so that I could have my annual premium drafted from my bank account. I received confirmation that the form had been received by Genworth. I was told I was paid to date until Jan 8th. On Dec. 3rd, my bank account was drafted for 2 premium amounts. I called Genworth for an explanation and was told that I had authorized the drafts, I did not, and that my new due date was Feb 8th. My Electronic Funds transfer would be processed before then. Today I called, 12/16/2024 and the Customer Service Rep (***) would not explain why the premiums had been drafted, would not let me speak to a supervisor, and told me they worked for Genworth. Monthly premium payment cost more than paying annually. I have never authorized monthly premiums and have completed the form for annual EFT. This front line refuses to do help and I am held hostage to the monthly premium payment I did not request.
Business Response
Date: 12/16/2024
Dear BBB,Thank you for your 12/16/2024 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 ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Customer Answer
Date: 12/16/2024
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 have been speaking eith Genworth weekly since the first part of November. The Customer Service Representatives will not provide me with assistance. I was told by a representative today that they work for Genworth. I would not have gone to such efforts as th BBB if I could have found resolution with Genworth. There is no one to contact for resolution. The outsourced customer service number provides different responses every time I call and they do not care about my issue. As I was told today, they work for Genworth. I have no way to resolve this issue. I have no idea what to do! Regards, ***** ******
Business Response
Date: 12/23/2024
Dear BBB,Thank you for your 12/23/2024 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 ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Customer Answer
Date: 01/16/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

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