ComplaintsforGenworth Long Term Care Insurance

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Mother is 92 and has paid into a long term care policy for many many years and now that she is 92 and failing, we have submitted a claim on her behalf and the company is employing stalling and delaying tactics and is refusing to provide coverage. She is in assisted living and getting services that her policy should cover. We have submitted forms and they continue to deny getting them but both the health care places and genworth subcontract with 3rd parties to get and send these records and so I don't have a way to track any of it. This cat and mouse game of constantly moving the target has been going on for the last 6 months and I think they are trying to delay the claim long enough that at 92 she will die before they need to pay anything. I have no doubt that if they do this to their customers regularly many families don't have the ability to advocate for themselves and the seniors being cheated certainly do not. They are often having memory issues and that is part of many of the claims. A week ago I spoke to a supervisor who again said they were missing some medical records (which the other health organizations had said were sent) and so I said I would obtain them and fax them directly and upload them) It is a week later and I am uploading records only to find that they abruptly closed the claim and no one can tell me why it was closed.

  Business response

  03/25/2024

  Dear **************:
  
  Thank you for your correspondence received in our office today, March 25, 2024,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 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 ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** *****

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My father faithfully paid his premiums to Genworth Long Term Care insurance company over the course of many years but, when it came time to reimburse him for his long-term care needs they have neglected to do so. Since he was mentally incapable of talking with them, I have been acting as his 'hippa recognized' person and have made a dozen phone calls over the course of 6 months in an effort to get them to begin making their promised reimbursements. I have been told over the phone, though not in writing, that payments should have been made 30 days after receipts were submitted but it has now been three months since the "eligible" reimbursements should have been received. Despite me moving him into his most recent facility in September, (over four months ago) Genworth STILL has not verified that this facility is the kind that satisfies their requirements. FOUR MONTHS! A simple phone call to them would verify this in a few minutes. And they will not make payments until it is verified.I have been told several times that payments "should be made soon" and when I informed them that my father has died (6 weeks ago) they assured me that this would be dealt with very quickly. And, now that he has died, they have locked me out of their website where I have submitted all of the reimbursement claims, so I have no evidence of what I have submitted to them. My most recent call has been met with the same empty promises.

  Business response

  01/03/2024

  Dear ********************,
  
  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 **************************************************************** or at ************, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.
  
  Sincerely,
  
  ******************************
  Operations ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** *****

  Customer response

  01/03/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their response of "we will resolve it in 30 days" is almost certainly false.  It is the same kind of response I have been getting from them for over four months.  And, since they have locked me out of the website where I have submitted all of the documents for reimbursement, I have no means of providing evidence of the payments they should make.  

  Once again, Genworth is delaying and obscuring, and they are not fulfilling their end of the contract.
  
  Regards,
  
  ***********************
  
  
  
  

  
  

  Customer response

  01/17/2024

  Two things; one bad one good. Bad news; I could not determine which Hippa form you were referring to here in your email. But the good news is that the complaint/inquiry (whatever you did at the BBB) has caused Genworth to work very hard and fast to resolve the issue, so I dont need the hippa form.  After four months of obstruction, Genworth has finally made all of the appropriate inquiries, looked at my receipts and have submitted a reimbursement check.  

  So, THANK YOU for getting Genworth to do what I could not get them to do.  

  I still think they are a bad company and I would never recommend them to anyone, but at least they finally paid the debt they owed to my dad even if they waited until after he was dead.

  
  Thanks for your role in making that happen.

  ***********************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband passed away in November. He had a life insurance policy with Genworth. I submitted all the claim paperwork, and the claim was approved on December 1st. It is now December 20th, and instead of getting the check, I'm getting the runaround. I've spoken to 3 different people several times. They keep apologizing, and then giving me another reason to "wait and see". The latest is they were going to send the check ***** and provide the tracking # to me today. I'm still waiting. I tried calling and got yet another person who told me she has to investigate (again). The claim was valid, the check was issued, but somehow they can't seem to get it to me. I asked could they do direct deposit (so I don't have to keep stressing over the mail) instead. They said No. Even though that was an option on the original paperwork. I'm in mourning. I lost my husband, my best friend and soulmate. Yet I have to deal with this added stress because they can't seem to pay my claim! Don't buy from this company.

  Business response

  12/21/2023

  Dear BBB,

  Thank you for your correspondence received in our office today regarding this complaint you received. 

  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 complainant directly. If you desire a copy of our response, please contact the policy owner or his or her authorized representative, and have them provide a signed authorization.

  If we can be of any further assistance, please contact me at **************************************************************** or by phone at ************, Monday through Friday, 9:00 AM to 5:00 PM, ************************************************************************************************ of ******** Affairs

  Customer response

  12/21/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  8-17-23 Our policy information, SS#s, DOBs address etc were breached in the ** database. I called today to cancel our policy based on their reckless, irresponsible ***************** disregard to protect our information! They would not allow us to cancel AND KEEP what we had paid in over the last 12 years!!! 10's of THOUSANDS of dollars we would lose if we walked away from this corrupt & crooked company! I told them in light of the fact they were being sued for this BS, they should allow us to cancel and keep what we paid in. They could not have cared less and were very flippant & pompous about the whole matter. Im really sorry we got sucked into trusting the company!

  Business response

  08/18/2023

  August 18, 2023

  Dear ******************,

  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 directly 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, let ** know.
  
  Sincerely,
  
  ******************************
  Operations ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** 24506

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account was hacked along with others for Genworth Long Term Coverage. I was instructed to go to the website for ***** to enter my information to be flagged for suspicious activity. I tried to do it online, but found their system very difficult to navigate and was not able to finish the process. I called Genworth back and they were not helpful at all. I need help with this process, because my information is out there and not secure. They are obviously understaffed to field the calls from their customers

  Business response

  08/09/2023

  Dear ********************,
  
  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 respond directly to the customer and address the issue 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 ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** *****

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello BBB representative:My 92-year-old mother, *********************, paid her high Genworth LTC premiums for many years. Now she has has active Genworth long-term care policy UDG4235125. Although Mom's approved for a full-time nursing home facility, we've managed to keep her at home. In April 2023, after Mom fell & fractured her femur, (by phone) I notified Genworth that she would need to recover in a rehab. I updated Genworth, during my rehab search, and Genworth approved my rehab facility choice. In ************* stayed for almost 2 months, with the rehab staff diligently keeping weight off her left (healing) hip, while helping her toilet, wash, dress, eat & get ******** During that time, she took 3 trips to her surgeon's office for checkups in a special medical van with a lift. After her surgeon reported that her fracture had healed, she came back home. ******** financed her initial weeks and then ended its coverage. 1) Genworth is overdue to pay for her additional days in the facility. The rehab's billing department billed my Mom's credit card and faxed bills to Genworth for $10,000.00.The rehab has faxed the bills directly 3 times with no result!2) I submitted claims for 3 medical transportation trips, starting May 16th with no money from Genworth. 3) Thirdly, Genworth needs to reimburse **************** help bill which I submitted on May 16th.I have called 2 or 3 times and spoken with pleasant ( but ineffective) Genworth representatives. Most recently,I emailed their **************** about the amounts due. ********************'s last reimbursement to my mother came in May! Genworth is many weeks past the "15 business days" window, mentioned on its claims form.Sincerely, ***************************** (daughter)

  Business response

  08/07/2023

  Dear *************************,
  
  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 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 ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** *****

  Customer response

  08/16/2023

  From: NewJerseymom ****** <**************>
  Date: Wed, Aug 16, 2023 at 12:28 PM
  Subject: Fw: You have a new message from the ******** BBB complaint #********
  To: ************************************************ <************************************************>
  

  
  
  

  Hello Richmond Better Business Bureau:

  Please excuse my delayed response, but I've been moving from my home during the past week.

  Please change my response from 

  Answered - "the business addressed the issues within the complaint, but the consumer remains dissatisfied."

  to 

  Answered- "the business addressed the issues within the complaint. The consumer is satisfied."

  Thank you! Thank you! Thank you! Genworth ************** has reimbursed my mother. The first payment details are clear. The details of her second payment are not available online yet. I have not received a letter yet, but I'm optimistic.

  Without your help, I would not have succeeded.

  Gratefully,

  *****************************, *********************' daughter

  PS Please confirm receipt of this email and your update of the consumer's position, my position about complaint #********

  Customer response

  08/16/2023

  
  

  From: NewJerseymom ****** <**************>
  Date: Wed, Aug 16, 2023 at 12:28 PM
  Subject: Fw: You have a new message from the ******** BBB complaint #********
  To: ************************************************ <************************************************>
  

  
  
  

  Hello Richmond Better Business Bureau:

  Please excuse my delayed response, but I've been moving from my home during the past week.

  Please change my response from 

  Answered - "the business addressed the issues within the complaint, but the consumer remains dissatisfied."

  to 

  Answered- "the business addressed the issues within the complaint. The consumer is satisfied."

  Thank you! Thank you! Thank you! Genworth ************** has reimbursed my mother. The first payment details are clear. The details of her second payment are not available online yet. I have not received a letter yet, but I'm optimistic.

  Without your help, I would not have succeeded.

  Gratefully,

  *****************************, *********************' daughter

  PS Please confirm receipt of this email and your update of the consumer's position, my position about complaint #********

  
  
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My father have Genworth long term care but I did not know he had the coverage. My Dad has dementia and is in a assist living facility. When I started contacting Genworth about the policy they let me know the benefit increase was never established due to not responding in a timely manner. Right now we owe the facility around $20K because Genworth is only sending the facility around $2k a month and his room and board is around $6k a month. I asked Genworth can they make an exception considering I did not know about this policy and can they honor the prior benefit increases. I sent this email 5/8/2023 have not got a response until 6/21/2023. It was denied without giving a explanation. The policy was over $200k. I cannot use that money to cover his room and board because Genworth will not give me a reason why and also will not try to accommodate me. Also the response was verbal nit in writing.

  Business response

  06/22/2023

  June 22, 2023

  Dear *************************:
  
  Thank you for your correspondence regarding the complaint you received from ***********************, however, neither the name of the insured, nor the policy or claim number were provided in the complaint.
  
  We would like to address ******************** concerns but are unable to research further without this additional information. Please let me know if you are able to obtain this.
  
  If we can be of further assistance, please contact us at ****************************************************************  Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.
  
  Sincerely,
  
  ******************************
  ******** ************************************************* of ******** Affairs
  P.O. Box 10864
  ********* ** 24506

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Cannot speak Chinese or ****** language or get them to pay covered expenses.

  Business response

  06/12/2023

  June 12, 2023

  Dear *************************,
  
  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 **************************************************************** or at ************, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.
  
  Sincerely,
  
  ******************************
  Operations ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** 24506

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Genworth Long Term Care Insurance Company has not reimbursed my elderly and medically ill parents, who are in a facility, for almost 5 months. Their last reimbursement was sent in October of 2022. They are due to be reimbursed upwards of $60,000. I have spoken to the company dozens of times and provided the company with every document they have requested. I have also had the assisted living facility contact them on multiple occasions and provide them with further documentation, invoices, records, etc. Each time the company is contacted, a different employee gives a different excuse as to why they have not reimbursed the funds. They have reassured myself and the facility representative that they have what they need to reimburse the funds, only to further delay the reimbursements. As of yesterday 3/6/23 I was told that they payment would be made by midnight last night. As of this morning, there has been no payment. I called again this morning two separate times. The first time I called, the insurance rep said he would "expedite" the process to get the payments made asap. The second time I called and spoke to a different rep, she told me the company (conveniently and suddenly) needs more documentation from the facility. The company has done nothing other than make excuses and attempt to put off reimbursing funds owed to my parents who have been paying into their policy for decades every year at a very high premium.

  Business response

  03/07/2023

  March 7, 2023

  Dear ****************,
  
  Thank you for your correspondence regarding the complaint you received from *************************, however we will need additional information such as the insureds name, policy number, or claim number so that we may research these issues.
  
  If we receive the above information, please be assured that we will provide a response to the complainant or authorized individual of record, which fully addresses the issues outlined in your correspondence. 
  
  If we can be of further assistance, please contact us at ***************************************************************** Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.
  
  Sincerely,
  
  ******************************
  Operations ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** 24506

• Initial Complaint

  01/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Long ********* coverage dispute:*********************. Certificate #AAA5439420. Effective date: 12/03/2010.On 1/25/2023 I contacted GNW Claims about one month of respite care for my husband, the policy holder. See below that policy provides one month of his benefit for respite care. However, now I am told that the policy holder needs to "be on claim, receiving benefits" in order to qualify for this benefit. Obviously, this is not correct. Contract specifies respite care is to relieve an unpaid caregiver. If client were "on claim", the caregiver would be getting paid. However, the people answering the phone were obviously call center staff and, even when I spoke with "supervisor" I was left feeling she had no idea of the issue/policy. Please note I have been an agent for LTCI for 13 years and was a "captive" agent working solely for GNW for six years. I know these policies. I am requesting that my husband receive the allotted one month of respite care benefit from Genworth, payable at $2900.00 which is his current monthly benefit.

  Business response

  01/27/2023

  1/27/2023

  Dear ****************:
  
  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 **************************************************************** or at ************, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.
  
  Sincerely,
  
  ******************************
  Operations ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** 24506

  Customer response

  02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

*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. ↩