ComplaintsforGenworth Financial

Insurance Services Office

Multi Location Business

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Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My now deceased wife and I purchased Genworth Long Term Care policies thinking that these would help ease the burden on our children. My wife deposited $25,443 into her policy and I contributed $20,553 into my policy. My wife passed away before she could access any portion of the LTC policy premiums she paid and the total amount defaulted back to Genworth upon her death. I currenlty reside in a retirement community and have dementia as well as other medical conditions that require daily nursing care. My son **** *******, who is my POA and is helping me write this complaint, submitted a claim to Genworth to gain access to my deposited funds. After numerous time delays perpetrated by Genworth, including two months delay getting a assesor to visit my apartment and then having that assessor opinion submitted to Genworth, and another 30 day delay 'reviewing' the assessment, Genworth denied the claim without any explanation as to why they denied the claim. We now recognize that this LTC policy is a scam meant to prey on senior citizens. I want the BBB to help me gain a full refund of my policy premiums paid and then cancel this policy (**********). I will be filing a claims appeal but am not expecting this company to honor anything at this point.
Business response
10/29/2024
Dear BBB, Thank you for your October 29, 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 response
11/14/2024
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. Yes, I heard from them and it appears they will be reversing their decision to approve my father's ******** claim. Still believe this company is selling a scam to older people.
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
i HAD A LIFE INSURANCE POLICY THE REISTATMENT BASED ON MY AGE AND WEIGHT AND MEDICAL CONDITION THAT I HAD WHEN THE POLICY WAS PURCHASED 30 YRS. THEY ACCEPTED AND KEPT THE PREMIUMS THAT I PAID BUT DID NOT RESITATE AND WOULD NOT ALLOW ME TO BUY OUT
Business response
10/21/2024
Dear BBB, Thank you for your 10/21/2024 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 response
10/21/2024
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. Regards,II have been in contact with Gentworth many times and provided proof of payments and filled out dozens of forms with no results each time my information was rejecked and was only sent more forms to fill out providing the same info over and over ******* ******
Business response
10/22/2024
Dear BBB,Thank you for your additional correspondence regarding your complaint ID ********. As explained in our previous response, we are unable to answer inquiries or complaints to unauthorized persons or organizations such as the BBB. However, we are reviewing the issues outlined in the complaint correspondence and will respond to the policy owner or his or her authorized representative directly within the next 30 days. If we can be of any further assistance, please contact our office at ************************************* Sincerely, ********* ************* Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-####
Initial Complaint
10/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had policy with Genworth at least 15 years. we have been doing auto payments from my bank account . I have not changed address, phone number or bank accounts. I received an email This company said they tried contacting me by mail several times but did not have my addresss…. . this did not make sense they had it all those years and nothing changed. They did not send me mail- and they said they wouldthen would terminate my policy after a grace period ending soon 10/14/24 because they couldn’t contact me. I went on line several times to try to re-set up autopay but I don’t know why it has to be reset up when nothing has changed. however as asked I went online and attempted to re set up as they requested and the website had had continuous multiple maintence problems: inability to save data , sorry u able not to set up auto payments at this time. Always an excuse to keep me from fixing this within this grace period. any help would be greatly appreciated. I feel they are trying to terminate me without giving me a real chance to get in touch with them to re-set up whatever they need
Business response
10/10/2024
Dear BBB, Thank you for your 10/10/2024 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 genworthconsumeraffairs@genworth.com. Sincerely, ****** ********Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Customer response
10/16/2024
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, ****** *******
Initial Complaint
09/26/2024
Complaint Type:
Billing Issues
Status:
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.
My mother was in a long term care facility which bills on the first of each month for the upcoming month. She passed away on June 18, 2024 and required additional services from the facility prior to her death. The facility then billed for the additional services on July 9, 2024, which was submitted to ***** ******, a division of Genworth Financial. This bill was submitted & received by *********** on July 16, 2024. They are fighting paying these additional charges as the bill states 07/01 - 07/31/24 "Rev Last Mo RC" so they are saying these charges were for July, 2024 & my mother passed on June 18, 2024.
Business response
09/26/2024
Dear BBB, Thank you for your 9/26/2024 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 ** *** ***** ********* ** ***** ###-###-#### ****************
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
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.
GENWORTH HAS BEEN A DISAPPOINTMENT... FROM BAD TO TERRIBLE CUSTOMER SERVICE BUT ... REFUND POLICY IS SENSELESS AND BIASED AGAINST CUSTOMERS. IN OTHER WORDS, GENWORTH COMES OUT A WINNER ALWAYS. GENWORTH IS TOO SLOW TO ANSWER EMAILS, CALLS AND OR CUSTOMER COMMUNICATIONS. TO CANCEL A POLICY WITH REFUND REQUIRES A STEP-BY-STEP ORDERLY BEHAVIOR TO COMPLETELY BE RECOGNIZED BY COMPANY. OTHERWISE, A CANCELLATION ATTEMPT IS JUST A WASTE OF TIME. TODAY ALONE, 2 AND HALF HOURS OVER 8 CALLS IN ORDER TO ACCOMPLISH ONE TASK--CANCEL POLICIES. TO NO AVAIL PLEASE ASK Ms. ******.
Business response
09/16/2024
Dear BBBThank you for your 9/16/2024 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 genworthconsumeraffairs@genworth.com. Sincerely, ****** ******** Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Customer response
09/17/2024
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 EXPECT BETTER TREATMENT WHEREBY I COULD SUBMIT A CANCEL-ALL-POLICIES IMMEDIATELY, REFUND ME MONEY IF ANY...THANK YOU SO MUCH, ETC, ETC.HOWEVER, YESTERDAY 2+ HOURS OF PHONE CALLS WITH GNW, LEAD TO AN OVERALL WASTED TIME AND FRUITLESS RESOLUTION. PLEASE ADVISE IN REGARDS. Regards, * *******
Business response
09/18/2024
Dear BBB, Thank you for your 9/18/2024 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 genworthconsumeraffairs@genworth.com. Sincerely, ****** ******** Genworth Office of Consumer Affairs ** *** ***** ********* ** ***** ###-###-#### www.genworth.com
Customer response
09/19/2024
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. GREETINGS.IN AN AGE OF ADVANCED TECHNOLOGY AT BUSINESS SPEED, A CUSTOMER SUCH AS MYSELF OUT TO BE ABLE TO REQUEST AND BE ACCOMODATED WITH EASE A CANCELATION, A REFUND, ETC. ETC. WITHOUT NEEDING WEEKS OF WAITNG.I SHOULD NOT HAVE TO WAIT FOR GNW TO EMAIL/,MAIL ME A REFUND FORM, DOWNLOAD, PRINT, FILL-OUT SIGN AND AND MAIL/UPLOAD BACK TO GNW BEFORE I COULD ACCOMPLISH A SIMPLE BUSINESS TASK.THIS IS AN ADVICE OR SUGGESTION FROM SOMEONE WHO HAS BEEN LOYAL CUSTOMER. THANKS AGAIN. Regards, * *******
Initial Complaint
07/16/2024
Complaint Type:
Billing Issues
Status:
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.
I sent payment over a month ago using their return envelope and they have not credited my account. I am unable to get anyone to answer the phone.; I have tried at various times and days. Sometimes the phone just rings and rings. I don't want to send another payment if they are going under.
Business response
07/16/2024
Dear BBB,Thank you for your 7/16/2024 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,****** ********GenworthOffice of Consumer Affairs** *** ************** ** *****###-###-####****************
Customer response
07/22/2024
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. The response from Genworth is inadequate. It does not address the complaint, which is primarily about inadequate customer service. Genworth has not contacted me. It took them a month to post my payment! Regards, ***** *****
Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
After several rejections resulting from a surrender form, it was requested by Genworth to provide a letter of intent. This letter was emailed to their office on June 17, 2024. The document was entered in review according to Genworth customer service representatives on June 21 at 9:12 AM. We requested that the case be expedited for a quicker resolution and were told there’s no guarantee however at most it would be processed and we would have a definitive answer within seven business days. Back on June 28, at 2:04 PM and was told that the request had been approved and an approval letter would be sent to the policyholder within 3 to 5 business days. Today I called customer service to see if the letter of approval had been sent to the policyholder, I am the insured, and was told that the case and surrender form were still in review. Which is not what I was told last time. I’ve been told repeatedly 5 to 7 business days once documents are received for approval or rejection so here we are 17 days after they received the documentation they requested, and it is still in review. This is on the heels of literally three months of trying to close a life insurance policy. The policyholder themselves spoke directly with Genworth asking what documentation was needed, and it was provided was provided came back twice for more documentation which has been provided in a very timely manner by fax and email. This should’ve been resolved as of yet it has not, and you cannot speak to anybody in the legal department or any department besides their customer service department, which does not have the answers that you ask for. What I’m requesting is that this case be expedited the approval done, and the funds issued in the timeframe that they state it should be . Attached is the letter and date it was sent to Genworth per their last request. 7 to 10 business days from that date has expired.
Business response
07/03/2024
Dear BBB,Thank you for your July 3, 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 response
07/03/2024
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.Genworth has continually communicated as the insured in all areas. They can and have discussed this situation in over 7 calls in just the past month. They are authorized tonspeak with me and have done so. This is a generic response given to many complaintants to avoid addressing the issue. Regards, ******** ********
Business response
07/09/2024
Dear BBB,As previously explained, we are unable to respond to unauthorized persons or organizations; however, we are researching the concerns and the policy owner or his or her authorized representative will receive a written response.Sincerely,****** **********
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The insurance company will not provide me with a copy of his policy and values.
Business response
05/29/2024
Dear *** *******,Thank you for your May 29, 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,******* GenworthOffice of Consumer AffairsPO *** ************** ** *****###-###-####****************
Initial Complaint
05/27/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On May 21st, 2024 we received a letter from Genworth stating that they were terminating benefits for my grandmother, ******* *********, who is currently receiving assisted living benefits through her long term care policy. This letter was dated May 10th, but wasn’t mailed until May 14th and was mailed to the incorrect address even though I had called to correct the address earlier in the year (the phone representative confirmed this). The reason for the termination of benefits was because my grandmother no longer qualified according to their standards. This was based on incorrect information received from ********* ****** ******, where she currently resides. Upon calling Genworth, they refused to send me a copy of her contract, even though the phone representative told me she was looking at it on her computer, stating that it was “against [their] policy.” They could mail me a physical copy but it would take 15 business days to process. My grandmothers benefits would have been terminated by the time I could file a proper appeal. I also requested immediate access to healthcare records which they possessed (the first two assessments done by *********) and they did not send them to me. This is a violation of HIPAA law which requires an entity to immediately disclose records requested by a patient. They also refused to send the most recent assessment completed by ********* ****** ******. My grandmother has dementia and requires assistance for 3/6 activities of daily living. According to their own standards, she without a doubt qualified for her benefits. Genworth is being intentionally difficult and has harmed my grandmother by cutting costs (changing their annual assessment policy) and trying to prevent us from conducting a proper appeal. We should have immediate access to her contract and health records which Genworth is in possession of. I am her POA.
Business response
05/28/2024
Thank you for your complaint ID ********We ae unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outline in your correspondence with the policy owner or her authorized representatives directly. If you desire a copy of our response, please contact the policy owner 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 response
05/31/2024
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 am the authorized representative for my grandmother on this case. Regards, ****** *********
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I would rate them a zero if I could. They are cold hearted and have terrible customer service and no reimbursement for in home care after 2 months because I am a family member- a NIECE of all things! I am not even her child and owe no obligation to her as a family member but I love my aunt to not want to see her being placed in a nursing home because she is more comfortable in her own home where she is familiar with the surroundings. My Aunt is a 93 year old legally blind and extremely hard of hearing woman who has not had another person in her home since 2010. She does not trust others' as she has been violated in the past. She is a religious woman and believes that no other person, especially men should ever touch her. Genworth is expecting that I place her in the care of others in order for them to pay a claim for reimbursement. I have been here 24/7 and have left my husband and own home to care for her. Thankfully he is patient. Genworth does not take into consideration that if I had a job prior to this, I would have had to quit to take care of my aunt which Is not fair since she paid over $42k for this policy. They simply don't care and the claims manager kept repeating, "it's in the contract". They are heartless. I asked about appealing based on special circumstance and she said I could write another letter but they she is the one who makes the decision and would deny it again! My aunt requires care for every single aspect of her life with eating, bathing, transferring, toileting, laundry, grocery shopping, and the list goes on. I didn't know about this policy until she ended up being in the care of hospice. My aunt has valuables and family heirlooms that she doesn't want to be stolen as they are important to our families history. The most important thing is, I am all she has left. She trusts and knows no one since she has outlived everyone she knew. After paying $42k, they will not reimburse her for my time taking care of her, out of the policy. The only way my aunt will end up using her policy is if I have complete strangers come in and take care of her OR put her in a nursing home. I am looking into pursuing a lawsuit on her behalf as there is NO reason that Genworth is the only one benefitting in this matter. I would NEVER suggest anyone use this or any other company that puts exclusions on your policy to allow for family to care for one of its own. This is a ripoff and they do not take peoples preferences into consideration. When I initially called to inquire, they said they DO take certain exceptions into account but that IS NOT the case at all. DO NOT MAKE THIS COMPANY RICHER BECAUSE THEY DON'T GIVE A ***** ABOUT YOU OR YOUR SITUATION
Business response
04/29/2024
Dear Ms. ************,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,****** *****GenworthOffice of Consumer Affairs**** *** ************** ** ******** ********
Customer response
05/02/2024
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 am rejecting their response because their contract excludes family members from taking care of relatives. Regards, ***** ************

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