ComplaintsforGenworth Financial

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 23, 2021 I called this company to cancel the long term care insurance effective immediately. I was told to send an email to the email address that they provided. I called a second time on January 10, 2022 as I had not heard from the email sent on 12-23-2021. I was told by ****** that the first email had not been received. I was instructed to send a second email referencing the original email sent on 12-23-2021. I also expressed my concern about the cancellation as they had taken $213.94 out of my account on 1-4-2022 for another monthly payment. Since I still had not heard from them, I called again on 1-18-2022. I was informed by ****** that the request for cancellation had to include a signature. I asked to have *******, a supervisor, call me as soon as possible to get this matter resolved. I was assured that ******* would return my call that day. I again called 1-19-2022 since I did not hear from ******* on the previous day. ***** said that ******* or ****** would return my call that day. I did not hear from anyone until I received a bill in the mail from Genworth Life Insurance Co on 1-24-2022 for $611.30. I talked with ****** on 1-25-2022. I was informed that if I didn't pay the bill the insurance would be cancelled after 90 days. I expressed my concern about an unpaid bill affecting my credit rating. She offered to refer me to a supervisor. It was determined that he was on break so she assured me that my call would be returned today.

  Business response

  01/27/2022

  Thank you for your correspondence received in our office today, January 27, 2022, regarding the complaint you received from our policy owner.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 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 Coordinator

• Initial Complaint

  12/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am responsible to pay 2 of 4 premium payments per year on a life insurance policy through Genworth. My ex-husband is the policy holder (he makes the other 2 payments). Because he is the policy holder, I am unable to pay through the company's portal, it only accepts payments from the policy holder. I have called and paid through a representative in the past. I have a payment due 12/9/2021 and I have been calling all the numbers I can find on their website, and get a busy signal. Yesterday, 12/16/2021, I emailed their general email telling them of this issue and that I need to make payment. I have not received a response. I am resorting to sending my payment through the mail. However, I am hoping you can find out why this company is not taking calls. It is worrisome beyond not being able to pay them, I am the beneficiary of this policy and if they are in financial trouble this could impact my peace of mind, and my financial future. Thank you.

  Business response

  12/17/2021

  We are currently experiencing issues with incoming calls and are working with our phone carrier to resolve them as quickly as possible. This outage affects all of the phone carrier’s local customers, including Genworth. While we work to resolve these technical difficulties, please use the below phone numbers to reach us depending on the type of product or inquiry you may have with us. Long Term Care Customer Service:  ************ Long Term Care Claims :  ************Life Insurance Customer Service and Claims:  ************ Annuities Customer Service and Claims:  ************Licensing & Commissions:  ************We ask that you call again at the above number or visit www.genworth.com for self-service options. If preferred, you can also reach us by email here: Contact Genworth. We apologize for any inconvenience and appreciate your patience.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In good faith I paid the annual premium of approximately 2773.00 for my mothers life insurance policy ********* for July 2021 to July 2022. My mother passed away September 2021 so I thought we would be refunded the excess amount paid. As beneficiary I file a claim and received a check but it did not include a refund for the overpayment amount. I thought as Genworth did on the payout of my fathers policy after his death in 2020 overpayment would be included. I called Genworth and spoke with their representative. She told me not to cash the check and she would submit my request for the refund for review. ****** another Genworth representative called me back and stated after review the refund was declined. I told him I thought it was odd in an industry that is highly regulated that this would be allowed and I felt that he agreed it was odd. I called back and talked with ****** another Genworth representative and said I didn't agree with the review declining the overpayment refund and asked him to resubmit my complaint for another review. I was told to watch watch my email for Genworth response but have yet to receive anything.

  Business response

  11/22/2021

  Thank you for your correspondence received in our office Saturday November 20, 2021, regarding the complaint you received from our policy owner.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 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,******* ********Genworth Office of Consumer Affairs 

  Customer response

  11/24/2021

  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 premium for a deceased person no longer needs to be paid after their death. My mother ******* ** ******* passed away Sept 11, 2021. If her premium was paid on a month to month bases Genworth Financial would have not received any payment for october 2021 to July 2022 after her death.  The annual payment was made in good faith with the expectation of reimbursement for any payments for months after her passing.    Regards, ****** *******

• Initial Complaint

  11/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Genworth Financial manages the life insurance policy i have had for over 25 years. it was term and had ended but i was supposedly allowed to continue at a higher rate a way higher rate. In July they dropped my policy with no warning they said the bank didn't OK the payment. That wasn't true its the same account Ive paid with for almost 30 years. The bank has no record of ever denying such a payment . Ive never not paid my bills. It was done deliberately. They said i could reapply. I could not do that they never took my application. They strung me along since July and finally sent me a letter of rejection in November. This is an insurance company that should not be in business. They are set up to rob people i believe. I now firmly believe they would not have paid out if I had died. There is no racecourse for the unsuspecting client that thinks they are protecting their family.

  Business response

  11/11/2021

  Thank you for your correspondence received in our office on November 10, 2021, regarding the complaint you received from our policy owner.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 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 Coordinator

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29/2021 I filed paperwork with Genworth Financial as my mom ******** *****, claim # ******* switched memory care providers. She moved from ******** Nursing Home to *** ********* ** ***** *****. Three months later Genworth has still not approved her move or reimbursed her for August, September, or October's rent. Now November rent is due and due to limited income she risks being evicted. I have made numerous calls and been promised the claim has been expedited or that a manager would call me back, but neither has happened. They blame the delay on an outside contractor ********* who was used to assess my mom's condition. Problems with their contractors should not effect my mom's payment. She has diligently paid into this insurance account for years and now they are letting her down in her time of need.

  Business response

  11/04/2021

  Thank you for your correspondence received in our office today, November 4, 2021, regarding the complaint you received from our policy owner.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 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

• Initial Complaint

  10/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a policy from you 20 years ago. you sent me a notice that it will auto renew by bank draft unless I cannot you. I have called many times and cannot get through your voice mail system. the policy number is *******. I need you to cancel this policy. your voice response system has had me on an endless loop.

  Business response

  10/20/2021

  Thank you for your correspondence received in our office on October 19, 2021, regarding the complaint you received from our policy owner.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 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

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