Genworth Long Term Care

Genworth Long Term Care Insurance

 3.9/5 (507 reviews)

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Overall Rating3.9 out of 5
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About Genworth Long Term Care Insurance

Since writing our first policy in 1871 as The Life Insurance Company of Virginia, we've been committed to helping people achieve and protect the comfort of financial security. Today, even in this challenging environment, Genworth is strategically focused on helping more people realize the dream of homeownership and navigate the financial challenges of aging.

Genworth Long Term Care Reviews

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Page 1 Reviews 0 - 10
Rated with 1 star
Verified Reviewer
Original review: April 20, 2023

My parents are 97 and 98 years old. They paid Genworth long term care insurance premiums since their early 70s, expecting they would be able to cover long term care needs if they ever needed to. Sadly, they were mistaken. My parents began using long term care in 2022, and Genworth has been exceedingly disappointing. Genworth makes people work very hard to get a claim approved, with tons of paperwork, phone calls, video assessments, and submission of care plans and other documents, all of which is very time-consuming. Once a claim is approved, Genworth does everything it can to avoid paying benefits. We blithely expected that my parents would get their policies' monthly maximum benefit, because their long term care costs exceed the maximum. But that is not how it has worked out. In 2022, my parents paid over $150K for long term care and Genworth only reimbursed about $30K.

Contacting the company is a time-consuming and frustrating process. Customer service makes you hold for a long time, then they make you jump through a number of hoops to verify your right to inquire before they will even discuss business matters with you. Then they put on hold again, and finally return to tell you this or that, but nothing ever seems to come of these calls.

For instance, my mother's policy waives premiums during an active claim. However, Genworth started charging her premiums again, erroneously. I wasted over two hours on four phone calls, trying to get them to correct this error. After being on the phone for a long while, they would affirm that she did not need to pay a premium and said it would be fixed. Then another threatening letter would arrive, demanding payment and making us fear that the policy would be cancelled for non-payment, although no payment was due. Finally, after wasting hours of my time on this, I filed a complaint with the state commission of corporations, and their attention helped us solve this petty, but potentially consequential, issue.

My parents each exceed their maximum benefit each month, but each month Genworth pays a far lesser amount, seemingly random, with explanations for the scanty payments that are inconsistent and nonsensical. There seems to be no path to resolution short of complaining to the state regulatory agency. I'd love to join a class action if anyone knows of one for shortchanged beneficiaries!

Someone else on here remarked that people would be far better off paying money into an HSA every month, rather than paying Genworth long term care insurance premiums. That was sound advice. That's what my husband and I are doing. Don't waste your money on Genworth. Even if you have a claim approved, they will not pay out what is promised.

13 people found this review helpful
Rated with 1 star
profile pic of the author
Verified Reviewer
Original review: April 4, 2023

My parents paid into Genworth for over 20 years. My Dad is now in a long term care facility and they are denying paying for the service saying he doesn't need it or qualify for it. Every time you call you get someone that is offshore and does not speak clear English. I am now told again, even after the facility submitted documentation, that he does not need the care. This is all in an attempt to not pay. This is ridiculous. They should be sued again and again until they get this right. People have a right to get the benefits that they have paid for. I am told that I have to wait for a call back from a manager. Just plain wrong. Do NOT use this company at all for anything.

18 people found this review helpful

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    Rated with 2 stars
    Verified Reviewer
    Original review: March 17, 2023

    This company is absolutely horrible. My parents paid on this LTC policy for DECADES and when we finally tried to use it to get in home care for my mom who had advanced dementia they said they no longer did that even though the brochure they were given and coverage they signed up for clearly states they do. They simply told us it had changed. I had to send them my power of attorney TWICE that I was authorized to act on their behalf and they still continued to give me a hard time about it every time I called them. Every time I called them to take care of something there would always be an issue. When we finally had to put my mom in a memory care center she was there for 6 weeks before she passed and we had to pay the ENTIRE AMOUNT ourselves and fight with them for SEVEN MONTHS before getting reimbursed.

    25 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: March 15, 2023

    The company is horrible at reimbursement. We've been working with them for reimbursement for 10 months with very little payment. When we call in they give us just enough information to get off the phone but not enough to get us through the process.

    17 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: March 11, 2023

    We have had Genworth LTC insurance for about 15 years. In the past two years they have raised our rates three times. What a sham of a company to raise rates on retired people who bought policies in their 40's and 50's and now that we are in our 60's raise rates in an effort to get us to take a policy with DRAMATICALLY lesser benefits. Horrible company. Horrible customer care and concern.

    21 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: March 11, 2023

    Twice in the last 6 years Genworth has written us saying they could no longer afford to offer us the long-term coverage that we signed up for 13 years ago. Each time they offer options to dramatically reduce the services covered, increase our monthly payment by 20-40%, or cancel the policy. This week we received the third such letter. Our policy will increase from $578/month to $809/month unless we reduce services again dramatically, or they will cancel. What kind of policy is this? I can't believe we were this stupid to not read the fine print when they signed us up, or that a company can have the guts and temerity to keep doing this. I have to believe many others have had to cancel after years of paying into this. If anyone has any suggestions, please send them to **. I am so angry I am spitting nails.

    24 people found this review helpful
    Customer increased Rating by 2 stars!
    Verified Reviewer
    Resolution response: Feb. 28, 2023

    Company followed up with a phone call today, and resolved incorrect information that I received four days ago from a customer service rep.

    Original review: Feb. 24, 2023

    My wife and I started LTC policies with Genworth for more than 15 years ago. Since that time, we have seen repeated rate increases and/or reductions in benefits. The latest occurred in January 2023, when we were sent a letter describing options to change the policies. We selected an option that included reduced benefits and mailed our selection back to the company the third week in January.

    Today (24 February) we both received letters reminding us to respond to the January letter. Out of caution, I called the customer service number (800-986-2109) to confirm that our selections had been received. The individual who answered ("Harvey") confirmed that our responses had been received on 25 January, but that our policy change was "pending." He asked if I would hold for 3-5 minutes while he determined why we were pending. When he got back to me, he said that we would receive a new set of policy change options in the mail in 7-10 business days, because the option we selected was no longer available. He said that we had done nothing wrong. This makes no sense, because if I hadn't called, our status would likely have been undetermined, even though we had done as they asked.

    Genworth doesn't seem to know what it is doing. Future written communications with them will be done through registered mail with a return receipt required.

    18 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Jan. 20, 2023

    Genworth Long Term Care Insurance based out of Richmond Virginia. My grandmother is 96yrs old and had recent hospital stays over the past few months. With that being said on 10/17 I called Genworth to get information on her policy, called back on 10/19 her health was declining. Spoke with Mary and she went over her policy, told me independent caretakers would be covered, she did not need to go through an agency. Filed a claim on 11/22 s/w with Terrada after her 9-day admission to another hospital stay. At that time I was told again the independent caregivers is a covered benefit under her policy, she even asked for their names. We had to pay out of pocket for her home care for 20 days before they will pay, the claim should be processed 30-45 days. I submitted all the requested paperwork on 12/5 to Genworth.

    I called on 12/30 to ask for the status on her claim, said they received the result from the assessment on 12/22 and we will receive a letter and a phone call to me with the results. Called back again on 1/9 to follow up, this is when they stated her claim is being review for her caretakers. I asked to speak with a manager. John then got on the phone and said her claim was approved on 12/29 and the letter did not go out, but it will go out to us. He said someone would call me back within 24hrs regarding the caretakers.

    Teri called me back the same day only to say again her policy doesn’t cover independent caretakers, I explained to her this was not told me and we have been paying for her caretakers that she knows and feels comfortable with since 11/21. I am now getting the run around with no results. I mention to Teri to go back and listen to my phone calls from Terrada and Mary (they always say their calls are being recorded) both said her caretakers would be covered. My grandmother has had this policy for 30yrs and never used it, her premiums increase often. I’m extremely upset I am now getting the run around from this company. Is this a real company? Why are they able to deny claims so often? Why are they giving me and others the runaround and not pay for claims? How can they get away with this?

    36 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Jan. 5, 2023

    Talk about a company that was paid premiums for 26 years then tried to scam my 80 yr old mother into taking the premium back instead of honoring a future claim!!! It gets worse... At every turn they don't want to pay and push back constantly.... They owe my mother who meets the criteria and have paid reluctantly and with harassment though at every turn. Plus the call center is offshore so good luck resolving anything... They will say, "Don't worry. We have it taken care of. " Then 3 weeks we get another letter requesting the same exact items. Someone please start class action!!!! Oh and if considering their insurance? RUN AWAY.

    36 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Oct. 21, 2022

    Genworth tried every tactic to refuse to pay their (small) share of my sister's nursing care while in hospice. They try to overwhelm, confuse, and exhaust you so you give up on your claim. Stories of this are all over the internet. They lie and say they did not receive paperwork that was sent numerous times! They make you call repeatedly and try to talk you in circles. They do this to families who are in states of extreme stress/grief. This is a terrible company with no conscience.

    52 people found this review helpful
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    Genworth author review by Matthew Brodsky

    Genworth shows clients a cost comparison for long-term care insurance and the predicted cost of care in their area so they can be sure they're getting enough coverage.

    • Long-term care insurance: Get coverage for in-home care, assisted living facilities, nursing homes and home modifications, including wheelchair ramps.

    • Group long-term care insurance: Genworth offers voluntary programs for businesses with more than 500 employees to provide long-term care insurance at group-discounted rates.

    • Care services: Genworth can connect you with professional care and caregiver solutions through CareScout.

    • Online account: Review your policy and claim information through Genworth’s secure online web portal. The firm also offers online bill payment for convenience.

    by Matthew Brodsky Insurance Advisor

    Matthew Brodsky is an established expert on insurance, having written hundreds of articles and other pieces of content on the subject, interviewed countless practitioners, and attended dozens of conferences and events. He served as an editor at industry magazine Risk & Insurance for six years.

    Genworth Long Term Care Company Information

    Company Name:
    Company Type:
    Year Founded:
    6620 W Broad St
    Postal Code:
    United States