ComplaintsforGenworth Long Term Care Insurance
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Father has a long term policy, *******************************, UDGA4350396. Claim has been approved but not receiving payments for ongoing services provided by an approved agency. The allotted invoice process time has passed. An email was sent to Genworth customer service asking for an explanation to which no reply has been received.Business response
08/06/2024
Dear BBB,
Thank you for your 8/5/2024 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
PO Box 10864
******************
************
www.genworth.comCustomer response
08/06/2024
[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:FYI, Genworth, my brother and I are both authorized to correspond on behalf of our father.
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: **********************************************.
FYI
Regards,
***********************************Customer response
08/07/2024
I am an authorized user and have been for at least 6 months. Please see the attachment that has my name, my father's name, his long term policy number and our active claim number.Business response
08/07/2024
Dear BBB,
Thank you for your 8/7/2024 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
PO Box 10864
******************
************
www.genworth.comInitial Complaint
08/04/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am an 81-year-old female, living alone. On 8/10/2002, I purchased a Long-**************** Policy from Genworth ********* Co. I faithfully paid my premiums for 22 years. At age 79, I started collecting benefits for home health care due to many illnesses. On July 15, 2024, I received a letter from Genworth terminating my health benefits due to medical ineligibility. If anything, my health and care needs have only increased in the past two years. I have attached a copy of the letter from my R.N. nurse concerning my medical issues. I have asked my doctors and nurses to write a letter to Genworth supporting my appeal of this decision. I am now finding out that Genworth has a long history of this type of fraudulent behavior. Genworth is now requiring me to pay the extremely high premiums starting in September 2024, in order to keep the policy active. I am in need of daily home nursing and find this insurance fraud difficult to handle. It is my hope the the BBB will step in and support my cause and get my medical benefits restored.Business response
08/05/2024
Dear [NAME],
Thank you for your 8/4/2024 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
PO Box 10864
******************
************
www.genworth.comInitial Complaint
03/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
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
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
********* ** 24506Initial Complaint
08/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 customersBusiness 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
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 fromAnswered - "the business addressed the issues within the complaint, but the consumer remains dissatisfied."toAnswered- "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,*****************************, *********************' daughterPS 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 fromAnswered - "the business addressed the issues within the complaint, but the consumer remains dissatisfied."toAnswered- "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,*****************************, *********************' daughterPS 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
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
********* ** 24506Initial Complaint
06/12/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
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
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Customer Complaints Summary
25 total complaints in the last 3 years.
6 complaints closed in the last 12 months.