Business Profile
Insurance Services Office
Genworth FinancialThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Insurance Services Office.
Reviews
This profile includes reviews for Genworth Financial's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.04/5 stars
Average of 26 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromLeslie B
Date: 06/12/2025
1 starLeslie B
Date: 06/12/2025
I have experienced horrible customer service for years with this company. Avoid it at all costs. My uncle had a policy with them and I am the beneficiary and yet every single time I call, they cannot locate the policy in their system. How is this possible? Every time it takes 45 minutes to verify who I am. Any time I try to take money out for required minimum distributions or to try to liquidate it, they can't seem to locate the record.Genworth Financial
Date: 06/13/2025
Dear Leslie *******, 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, ****** ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromAllen M
Date: 05/31/2025
1 starAllen M
Date: 05/31/2025
I signed a life insurance policy with Genworth in September 2012. I had them take out the premium of 122,00 per month. In may of 2025 I received a letter from Genworth telling me my account was in a grace period and I needed to pay 374.00 to get it out of the grace period and at that point they would no longer deduct the premium. I would need to send a check each month or go online to pay it and the amount would increase from 122.00 to 174.00. I think Genworth was really unprofessional dropping this on my instead of letting me know from the beginning that this policy premium was going to increase. I am done with Genworth and after I spoke to a couple of representatives and a Supervisor, it's obvious to me that after they got over 18,000 from me in premiums, they really don't care. Stay away from Genworth, they are a complete scam and after they collect so much money from you, they raise your premium. Total rip off.Genworth Financial
Date: 06/02/2025
Dear Allen ********, 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, ****** ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromTole K
Date: 05/23/2025
1 starTole K
Date: 05/23/2025
Great company up to the point that you start claiming benefits. Then it's horrible. There is always some reason why they can't reimburse a claim. Missing this or that or "I don't know, but will request a review by a senior claim person." I would not recommend purchasing a policy with this company.Genworth Financial
Date: 05/27/2025
Dear Tole ******, 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, ****** ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromMelody A
Date: 04/29/2025
1 starMelody A
Date: 04/29/2025
Genworth Life Insurance has treated my family with negligence, disrespect, and complete disregard during one of the most difficult times of our lives. For the past two weeks, I’ve submitted the required paperwork for my late mother’s life insurance claim, only to be met with constant deflection, denial, and excuses that the documents were “lost” or “never received.” I have submitted the same materials multiple times, and yet Genworth has made zero meaningful progress. This is not a customer service issue — this is a company failing to honor its responsibilities to grieving families. Every call is met with incompetence, every follow-up is ignored or mishandled, and not one person has taken ownership of the claim. I’ve spoken to representatives who contradict each other, avoid accountability, and seem to have no urgency at all. Genworth’s behavior is emotionally harmful and professionally shameful. I have documented every delay and every failed interaction and am now preparing to escalate this with the State Insurance Commissioner and legal counsel. If you are considering a life insurance provider, do not trust Genworth with anything involving your loved ones. They will fail you when it matters most.Genworth Financial
Date: 04/30/2025
Dear Melody ********, We offer our condolences to you and your family. 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. Separately, we have emailed you to request additional information about your mother's coverage so that we can direct your concerns for further review and response. If we can be of any further assistance, please contact our office at ****************************. Sincerely, ********* ***** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromRachel D
Date: 04/05/2025
1 starRachel D
Date: 04/05/2025
Read Jason's review below (and all the others). Genworth is making the customer experience as challenging as possible by claiming "technical difficulties" everywhere you turn. It's nearly impossible to make a payment, get support that is reasonable and responsive and feel confident that the many years you have paid into this company will result in anything, should you sadly need it to. And they know you are stuck without a real way out- cut your losses or stick it out.Genworth Financial
Date: 04/07/2025
Dear RA *******, 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, Rachel ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromSusan H
Date: 04/04/2025
2 starsSusan H
Date: 04/04/2025
I had a Genworth whole life policy since 1992. Recently, found out, after talking with a Genworth customer service agent, that Genworth had been taking money, from the cash surrender value, of my policy to pay an increase in the monthly premium. I was not aware that my monthly premium had increased. All the years of paying premiums, every month, which was about $13,500.00. I question their ethics, and can not recommend Genworth to anyone looking for a life insurance policy.Genworth Financial
Date: 04/07/2025
Dear Susan *******, 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, Rachel ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromMelinda A
Date: 04/03/2025
1 starMelinda A
Date: 04/03/2025
Trying to get the paperwork to even file a claim is next to impossible. The people answering the phones don't seem to know what they are doing. One says "we can email the paperwork", another says "paperwork was mailed xxx date", another says "computer shows we emailed it today", and now today, "we can only mail it due to what's in the policy". 14 BUSINESS days since it was supposedly mailed and still NOTHING. I do not trust this company. Glad my personal life insurance is with someone else!Genworth Financial
Date: 04/04/2025
Dear Melinda *********, 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, Rachel ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromjon h
Date: 03/06/2025
1 starjon h
Date: 03/06/2025
Watch out for this company! All life insurance companies for that matter, another did the same thing to my spouse. Get this: for 19 and a half years I've had a level term life insurance zero cash value policy. I bought it from the salesman on the understanding that it was life-time! IE, stay the same the rest of my life! It's a $150 premium every six months! Lo and behold! I call to pay my premium and what do you think I heard from this esteemed company for the first time in 19 and half years? "Sir, it is a 20-year term life policy." What!!!? Now at the 20 year mark they want to qualify me yearly, meaning I have to pay whatever they ask if I want this life insurance. Somebody is lying. Either it was the salesman who lied to me and I did not read the fine print, or these clowns are trying to change the contract on the fly. The search for my original application and policy is under way and we'll see who's lying. If I'm an idiot and should have known better, I'll own that, but yall have been warned, beware!!!! And guess what Alexander, their rep on the phone told me? "this happens all the time sir" Oh I bet it does.Genworth Financial
Date: 03/10/2025
Thank you for your March 6, 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, Debbie ***** Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** *** ******** ****************Review fromjim g
Date: 01/26/2025
1 starjim g
Date: 01/26/2025
Read all the reviews, here, ****, ****** & anywhere else you can find them. You will see the nearly unanimous sentiment on this company is that it is not a good bet for doing business with, if you are seeking competence, truth, respect, well-developed infrastructure, responsiveness &, most importantly, PEACE OF MIND & confidence in them handling your financial matters! Supposedly "the courts" are pulling all the strings now they are in financial difficutly, at least according to the few employees we've managed to speak since May of 2024 when they informed us by mail they were seekng to raise rates anywhere from 61% to 125% to 240% depending on the policy AND reduce coverages & benefits, especially inflation benefit & compounding. We were forced to submit to what we considered the least offensive & damaging "offers" they made in order to even get a shot at recovering any of the nearly $130,000 we've paid on our LTC policy since 2011. Our local broker is very good, trusting & competent but he is embarrassed he got us into this scam of a company & can only apologize about it every time we speak.Genworth Financial
Date: 01/28/2025
Dear Mr. *****, 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, Rachel ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************Review fromRichard S
Date: 01/17/2025
1 starRichard S
Date: 01/17/2025
After paying over 17 years for my 30 year term policy my auto pay changed without my knowledge and when attempting to fix the issue was told technical difficulties didn't allow my inquiry.Seems as though there is something criminal going on. Endless hours and broken policy promises are suspicious at best Beware of Genworth !Genworth Financial
Date: 01/21/2025
Dear Mr. Richard *****, 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, Rachel ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************
Genworth Financial is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.