Genworth Long Term Care Insurance Reviews
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About Genworth Long Term Care
Established in 1871, Genworth is an insurance company offering long-term care insurance, providing protection against the costs of nursing homes, assisted living and Alzheimer's care. At the time of publishing, Genworth has suspended the sales of life insurance and long-term care insurance. It is working to change its distribution channel to CareScout, a long-term care insurance designed to support individuals and their families and caregivers.
Visit www.genworth.com- Riders available
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Genworth Long Term Care Reviews
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- 4,947,670 reviews on ConsumerAffairs are verified.
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- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
Updated review: Sept. 24, 2024
I cannot thank you enough for the quick response I received from Rhonda **. She was a godsend in this lengthy and navigation challenged process. You have no idea the sense of relief being able to speak with someone who could actually help me. I told Rhonda that each LTC claims agent was wonderful, but they had no authority to help me, and they never suggested I speak to someone above them. It has been 4 months of stress, but today's outcome erases all that pain. You restored my faith in Genworth.
Original Review: Sept. 18, 2024
My 93-year-old mother and father just entered an assisted living facility after dutifully paying for LTC insurance since the 1980s. John Hancock, my father's insurer, is paying for his care while Genworth has denied my mother's care. She is paying an annual LTC premium that costs her 3 1/2 months of her social security benefits. She can no longer tell time, use a phone, understand the call button around her neck would alert help, remember to eat or bath, find her clothes without notes on the dresser drawers, and she has fallen numerous times in the past year, so needs a walker and a bedrail. She was denied coverage by Genworth because she can physically put food in her mouth, pull a sweater over her head, go to the bathroom, and walk (barely), and they have deemed her dementia as not worthy of being recognized as cognitive impairment.
She has slipped mentally since the move to assisted living because it was a big change for her mind to grasp. We made that clear in our appeal. The response to our appeal is that even though she may have declined, they only count what they determined during the period she was evaluated (over Zoom, by the way, and not in person). Now, I don't know where to turn. This is unconscionable, AND I will be faced with another premium bill. Their CEO wrote a lovely message on their website about how he is facing the same challenges with his mom. Bet she isn't denied benefits. This is just legal robbery of the elderly.
Hello Lynne, We are sorry to hear about the situation you describe and understand your frustration. We would like to speak with you further in order to try to find some resolution. Please private message us with the claim number, your contact information, and the times we can reach you. If you would prefer, you can also contact 888-GENWORTH to speak with a representative regarding this issue.
Reviewed Sept. 14, 2024
I wanted to leave a review for Genworth short term life. I got this policy in my early 30s and today I was notified via email, in very small print at the bottom, that they will no longer be sending email or paper payment reminders. Just thought Ya'll should know in case you missed it. My prediction is we're going to hear of lawsuits on this. I'm here for it.
Reviewed Aug. 14, 2024
Updated on 08/23/2024: In all fairness - I did get a few quick responses from Genworth. That did not actually change anything but still appreciated. I changed star rating to 2 because I mistakenly thought I would simply lose $33k if I cancelled my LTC but it will be applied to an “optional benefit plan” which is far more limited than my initial contract but certainly better than nothing.
Original: I realize the tendency of reviews come from mostly disgruntled people but GENWORTH deserves every bit of the negativity. I, like so many others, purchased and paid for a policy for decades. A major consideration was their “guarantee” that premiums would not increase. A lie- times two. Reading the responses to their customers from this company makes me ill. “We are sorry for your situation”, “We are committed to being here for you”. Is it possible that this new rate increase might have something to do with their loss in court GENWORTH v. HANEY?
"Thank you Debi for sharing your concerns about Genworth’s recent long term care insurance premium rate increases. We understand your frustration and care about how you feel about the Company.
In the past several years, many insurance companies have exited the long term care insurance business, in part because of significant losses on their in-force long term care insurance policies. Genworth has decided to stay in the business, but has filed for rate increases to keep premiums in line with our experience. The primary reason for the rate increase is higher than anticipated claims costs. Our goal is to try to raise premiums to a level which is in line with our actuarial experience with existing policies.
We understand that premium increases can be difficult for our policyholders. To help our policyholders, we have provided multiple options which allow them to either reduce their benefits and continue to pay their existing premium or maintain a paid-up policy, with no further premiums due.
Despite the rate increases, if you add together all of the premiums a policyholder will have paid over time for their policy, we think the maximum benefits the policyholder is entitled to receive under their long term care insurance policy are far greater than the premiums they will have paid. Approximately 70% of Americans who reach the age of 65 will need long term care services, and there are 10,000 Americans turning 65 every day through 2030. Even with the rate increases, these long term care insurance policies continue to provide tremendous value.
If this information doesn’t address your specific concerns, please send us a private message or contact our LTC Rate Action team for quotes on different benefit options on your policy. They can be reached at 877-710-0817.
Reviewed Aug. 12, 2024
Misrepresented from day 1. They were owned by GE when we bought it and the sale was based on the fact that they had a well financed parent company. The latest announced increase makes it unaffordable for us. So we have paid into Genworth since 2002 and get no protection, no earnings on our money, and nowhere to turn. On top of that, the letter they sent says that you can use their website to opt out of the increase, but the website does not offer that option, or any option except cancellation. Sad. Very sad. If you are one of their employees, you should find a better employer. There are plenty of jobs out there with companies that have a future.
Thank you Steve for sharing your concerns about Genworth’s recent long term care insurance premium rate increases. We understand your frustration and care about how you feel about the Company.
In the past several years, many insurance companies have exited the long term care insurance business, in part because of significant losses on their in-force long term care insurance policies. Genworth has decided to stay in the business, but has filed for rate increases to keep premiums in line with our experience. The primary reason for the rate increase is higher than anticipated claims costs. Our goal is to try to raise premiums to a level which is in line with our actuarial experience with existing policies.
We understand that premium increases can be difficult for our policyholders. To help our policyholders, we have provided multiple options. 1). Pay the increased premium to keep current benefits 2). Keep their premium the same as the current premium and allows them to reduce their benefits 3). Change to a "paid-up policy", with no further premiums due, and allows for reduced benefits. These options are available via the website, please contact us at 877-710-0817 for assistance or further explanation.
Despite the rate increases, if you add together all of the premiums a policyholder will have paid over time for their policy, we think the maximum benefits the policyholder is entitled to receive under their long term care insurance policy are far greater than the premiums they will have paid. Approximately 70% of Americans who reach the age of 65 will need long term care services, and there are 10,000 Americans turning 65 every day through 2030. Even with the rate increases, these long term care insurance policies continue to provide tremendous value.
If this information doesn’t address your specific concerns, please send us a private message or contact our LTC Rate Action team for quotes on different benefit options on your policy. They can be reached at 877-710-0817.
Above all, please know that we are here for you and our LTC Rate Action Team at 877-710-0817 is awaiting your call to discuss this further with you, if needed.
Updated review: Aug. 6, 2024
Genworth worked diligently to resolve this issue and has reimbursed my mother for May and June confinement.
Original Review: Aug. 2, 2024
Genworth is dragging their feet in paying approved claim for my almost 97 year old mother. She has owned a Genworth LTC policy for almost 50 years. She was moved into LTC facility on March 12, 2024 (approved by facility assessor prior and then Genworth assessor two weeks later). Genworth did not officially approve this facility until July 24 as meeting definition of skilled nursing facility. We moved her out after 40 days, on April 20, 2024 to skilled nursing facility in same city and state where we reside. Genworth had incorrect move out date from Courtyard at Seasons to local St Louis facility. This was clarified by Courtyard on July 29, 2024.
Now, they tell me it will be 30 days from July 29 before she receives payment on her claim. The letter dated July 24 stated that they were still reviewing admission to facility in St Louis. Yet, on telephone today they stated that they do not need any information regarding this admission. I informed them that several other residents are currently receiving claims benefits who reside at same facility.
Hello Lisa, We are thankful you are already aware of the payment that has been processed. We are sorry to hear of your frustrations with the claims process. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily. We hope this has been resolved to your satisfaction.
Updated review: Aug. 2, 2024
Company called and approved my dad! Problem resolved! I appreciate their quick help!
Original Review: Aug. 2, 2024
My father is almost 91 years old. He moved from unassisted living to assisted as he has neuropathy and vision issues. He needs help putting his clothes on and bathing. He has put money into this company for years. It has been a couple of months and he is getting denials for help from them. What does it take??? Complete rip-off!!
Hello Denise, We want you to know that at Genworth we are committed to being here for your Dad should he have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and we continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average.
Thank you so much for speaking with me today. I hope that we have resolved any concerns you had to your satisfaction. We would appreciate if you could take the time to update our star rating accordingly.
Reviewed July 19, 2024
Most unethical company ever. My parents paid into Genworth long term care policies for years. About 3 years ago they sent a letter that their annual premiums were going to increase substantially. In years prior the rates had already greatly increased. The letter was written in a manner that sounded like the company was going to go bankrupt. My Mom had to make a decision to continue to pay increasing premiums, despite when the policies were bought it was stated the premiums would not increase, or cash in policy for amount paid in over years. In other words Genworth used my parents money over many years without giving back to my parents the growth that this money gave the comapny. My Mom's policy worth was over 4 times the amount that she was actually given. This is elder abuse!
Thank you for sharing your concerns about Genworth’s recent long term care insurance premium rate increases for your parent's policies. We understand your frustration and care about how you feel about the Company. In the past several years, many insurance companies have exited the long term care insurance business, in part because of significant losses on their in-force long term care insurance policies. Genworth has decided to stay in the business, but has filed for rate increases to keep premiums in line with our experience. The primary reason for the rate increase is higher than anticipated claims costs. Our goal is to try to raise premiums to a level which is in line with our actuarial experience with existing policies. We understand that premium increases can be difficult for our policyholders. To help our policyholders, we have provided multiple options which allow them to either reduce their benefits and continue to pay their existing premium or maintain a paid-up policy, with no further premiums due. Despite the rate increases, if you add together all of the premiums a policyholder will have paid over time for their policy, we think the maximum benefits the policyholder is entitled to receive under their long term care insurance policy are far greater than the premiums they will have paid. Approximately 70% of Americans who reach the age of 65 will need long term care services, and there are 10,000 Americans turning 65 every day through 2030. Even with the rate increases, these long term care insurance policies continue to provide tremendous value. We have notified our Consumer Affairs team of your grievance and they will be contacting you with more details. If this information doesn’t address your specific concerns, please send us a private message or contact our LTC Rate Action team for quotes on different benefit options on your policy. They can be reached at 877-710-0817.
Reviewed July 16, 2024
I have been paying into GW Long-term Care for both myself and wife. I started at age 58 and 56 in 2012. I'm now 70. I have paid thousands of dollars to GW. Today I received another huge rate increase. They have raise rates the last three years in a row. I'm now paying double what I was paying three years ago. I reluctantly paid them last year with their response that there was no increase planned for 2024. Today's increase was 20+%. Of course, they had to know about another increase last year as inflation was under control in 2023. This makes it impossible to continue with the huge increases and lies.
Thank you David for sharing your concerns about Genworth’s recent long term care insurance premium rate increases. We understand your frustration and care about how you feel about the Company. In the past several years, many insurance companies have exited the long term care insurance business, in part because of significant losses on their in-force long term care insurance policies. Genworth has decided to stay in the business, but has filed for rate increases to keep premiums in line with our experience. The primary reason for the rate increase is higher than anticipated claims costs. Our goal is to try to raise premiums to a level which is in line with our actuarial experience with existing policies. We understand that premium increases can be difficult for our policyholders. To help our policyholders, we have provided multiple options which allow them to either reduce their benefits and continue to pay their existing premium or maintain a paid-up policy, with no further premiums due. Despite the rate increases, if you add together all of the premiums a policyholder will have paid over time for their policy, we think the maximum benefits the policyholder is entitled to receive under their long term care insurance policy are far greater than the premiums they will have paid. Approximately 70% of Americans who reach the age of 65 will need long term care services, and there are 10,000 Americans turning 65 every day through 2030. Even with the rate increases, these long term care insurance policies continue to provide tremendous value. If this information doesn’t address your specific concerns, please send us a private message or contact our LTC Rate Action team for quotes on different benefit options on your policy. They can be reached at 877-710-0817.
Reviewed July 11, 2024
I had a term life policy that converted to a higher premium with no notification from Genworth (they acquired First Colony). I finally reached someone and they had an address for me that was 12 years dates. I'm very careful about updating my address. They are telling me to contact the broker with whom I originated the policy (this was 20 years ago, the guy could be long gone). Terrible. I'm contacting the Massachusetts Attorney General's office.
Reviewed July 4, 2024
If I could give negative numbers I would. My mother in law has been paying into her policy for years and now that she needs it, she is declined. She is 91 years old and has recently been placed in assisted living. She has gone through 2 assessments. She can't handle her own medication. She can't shower, eat, or dress herself. I am filing a lawsuit with the attorney general. These guys are crooks. DO NOT BUY FROM THESE PEOPLE.
Hello Charles, We are sorry to hear of your frustrations with the claims process. We understand it can be a stressful time for families. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily. We're committed to addressing your concerns and answering any questions you may have. Please private message us with your contact information and the best time to call you and the policy or claim number so we can assist you. You may also reach a Genworth representative at 888 GENWORTH.
Reviewed June 24, 2024
DO NOT purchase anything from this company; they will not be there when needed. My mother was diagnosed with dementia over a year ago, and I am still trying to get coverage!!!! I get a run around from support staff, managers, policy reviewers, etc. You will spend hours and hours of your time trying to get an answer to no avail. My mother has been through four assessments and has certified information from Banner Alzheimers, primary care Drs., Assisted living facility and more all documented. They keep assuring me they have all the information and just need to review it; whenever I call back and ask for status, they say they don't have the information I previously provided. It is pathetic that a company abuses the people who pay into the plans for years. I have followed up with a class action attorney who has agreed to take my case; there are others; let me know if you would like to join me.
Hello Suzanne, We are sorry to hear about your frustrations, but we are committed to answering your questions, addressing your concerns, and helping in any way that we can. We want you to know that Genworth is committed to being here for our customer's should they have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average.
We’d be happy to speak with you if you’d please private message us with your contact information and best time to contact you. We also want to help you protect yourself by not sharing your personal or policy details in a public forum. Please private message us with the policy and/or claim information, and a phone number to reach you would also be helpful, so that we can try and find a resolution for you.
Reviewed June 21, 2024
Genworth is deceptive. I've experienced a 320% increase in 13 years. When I got my policy, I was told no rate increases were ever expected. That tells you how clueless, inept, idiotic, ignorant, naive, and dumb their senior leadership is. And, that's the best thing you could say about them. It only gets worse from here. They're like, dishonest, corrupt, and fraudulent. I hope they all die in car crashes in the next year. I hate them that bad.
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 have asked Genworth’s Office of Consumer Affairs to review this matter and respond to you directly.
Reviewed May 30, 2024
Deceptive practices, conflicting information from customer support employees. Will not return any premiums after death. Customer support initially stated any premiums would be returned in the event of a death of policyholder. After death now they state they will not return anything at all.
Hello John, We are sorry to hear about the situation you describe and understand your frustration. We would like to speak with you further in order to try to find some resolution. Please private message us with your contact information and the times we can reach you. If you would prefer, you can also contact 888-GENWORTH to speak with a representative regarding this issue.
Reviewed May 2, 2024
Worst company ever! DO NOT buy this insurance. DO NOT trust this company. My father is diagnosed with Alzheimer's and requires constant supervision for his safety and meets the requirement of "requiring substantial supervision to protect oneself from threats to health and safety due to severe cognitive impairment." Genworth has denied all claims. None of the claims has been reviewed by anyone with any medical background. They took $775,000 of my parents' money. My parents paid in over 20 years.
We are now paying out of pocket for care. Genworth will now be $775,000 richer. No wonder they have been in business for 125 years. They paid $3000 one time toward my mother's care before she died then asked for the money back because they "miscalculated" the elimination period. Take your money and invest it in stocks and bonds. Do not waste your money, time, or energy on this company. I have written to the president of the company, twice, with no response. Shameful for a company that cares for a highly vulnerable population.
Hello Kimberly, My name is Rhonda Field and I am a resolution specialist. We want you to know that at Genworth we are committed to being here for our Insured's when they have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average. Our staff includes those with medical certifications and licenses.
We’d be happy to speak with you if you’d please private message us with your contact information and best time to contact you. I look forward to the opportunity to answering any questions you may have and finding your path forward.
Reviewed April 27, 2024
I have been dealing with this company for a year and a half. My parents paid premiums on this policy for 23 years. Genworth kicked in for 4 months for my father's Alzheimer's care. It wasn't until he was put in memory care that he even 'qualified' for coverage. We then had to wait 100 days before he was eligible for payment (did not know that feature). The don't pay until you call them multiple times after the month of care is long past and invoice has been correctly submitted. You will spend HOURS on the phone waiting for help. Their customer service department only knows how to say "I'm so sorry you are going through this." They know very little about the product and have no power to do anything. I assume their customer service is out of country and isn't trained in LTC insurance, but is contracted for multiple different types of companies.
I was told that I would get the money owed for my dad's last month of care. But then nothing would happened and I'd have to go through the process of calling them again and again and again to the tune of TWO MONTHS with twice weekly calls (I do have a full time job, already). Each time they would say someone would follow up, I gave them specific days/times I could receive phone calls at work. 100% of the time they absolutely called outside those available hours and got my voicemail. Was that intentional? After two months someone else came on and told me the last two weeks of coverage isn't actually covered. It seems that the moment your parent takes their last breath, Genworth stops paying, despite the fact that the very expensive care facility continues to bill for next two weeks.
If that's the policy why lie about it? Why strip me of hours and hours of very limited time and my ever depleting sanity? Just tell me on the first call. Now I have to repeat this process with my mother as she moves into assisted living. I have tried to get her set up through the labyrinth of rules and qualifications Genworth demands. It's been 5 weeks and Genworth hasn't even acknowledged her move or set up an assessment they say they need. And now she's moved. Will they pay or won't they? Stay tuned, folks.
They collect your premiums. They raise your premiums while reducing coverage. They make it so hard to get qualified. They make it impossible to talk to someone that knows the policy and can do anything to help you. So they will tell you what you want to hear, whether that has any relationship with the truth or not. 23 years of ever rising premiums. 4 months of payments. Months of wasted time. Do the math. Put your money in an annuity or some other investment where you can use it the moment you decide you need it.
Hello Dianne, We are sorry to hear of your frustrations with the claims process. We understand it can be a stressful time for families. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily. We're committed to addressing your concerns and answering any questions you may have. One of our Resolution Specialists have sent you a private message and are looking forward to seeing how they can help. Please private message us with your contact information and the best time to call you.
Reviewed April 24, 2024
This company is not worth the money you pay because when you need it they won’t give it. We have spent 100+ hours trying to get funding for in home care & they place so many restriction on qualifications. It’s a total nightmare. We have paid in a lot of money in 35 years & they don’t want to part with what we need & what is due us. All we want is $2,000 monthly & they require more & more paperwork at every turn. Don’t buy from Genworth, please.
Hello Linda, We want you to know that at Genworth we are committed to being here for you should you have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average.
We are sorry for any claim frustrations you have experienced, but please know we would be happy to speak with you to see how we can help. Please private message us with your contact information and best time to contact you.
Reviewed April 16, 2024
I am a 57 y/o daughter-in-law who helped pay premiums for my FIL and MIL for their LTC policy with Genworth. I absolutely have had NUMEROUS awful experiences with them...from denying claims to not paying for equipment. Thank God that their policy is now 'exhausted' - meaning the money has been used. This means I will not have to deal with Genworth again. The amount of time I have spent on the phone with Genworth over the past 4 years is ridiculous. I have called countless times and their claims dept. either is inept or is covering for other depts. that are inept. I can give numerous specific examples of issues.
The last and final issue is related to a small equipment reimbursement that was submitted before the policy had no money remaining. I am now being told that they can't pay for that equipment since the policy is no longer active. Meanwhile, I have called 3 times this past month about this equipment reimbursement and every time was told - there's no issues - the payment will be processed soon. Now, I am hearing that that equipment won't be reimbursed.
This is just another example of MANY times that Genworth caused extreme frustration because they don't process reimbursement requests in a timely manner. Because I am 57 I am looking at buying a LTC policy for myself and my husband and I would NEVER ever consider Genworth. In fact, Genworth has basically solidified my opinion that NO LTC company is probably operating with integrity so there's no point in buying LTC insurance. I am thinking we will self-insure because the LTC insurance is just not a good product.
Hello Kendra, We are sorry to hear of your frustrations with the claims process. We understand it can be a stressful time for families. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily.You state the policy is now exhausted, so we are hopeful that the money that your Mother In Law and Father In Law received was helpful. We're committed to addressing your concerns and answering any questions you may have. Please private message us with your contact information and the best time to call you. You may also reach a Genworth representative at 888 GENWORTH.
Reviewed April 13, 2024
If you are considering the purchase of long term care insurance think long and hard before you contract with Genworth Long Term Care Insurance. Their payment timeline to policyholders is horrendous, requiring calls each month to determine when you will be paid. When you do call they tell you they cannot give you that information. It is the events of this past month that prompted me to write this review so potential customers would be aware of their business practices. An invoice that Genworth received on 3/1 still has not been paid as of 4/12/24. The last two representatives I spoke to (Gray and Aries) could do nothing to expedite the payment. This information should be available to prospective policyholders.
Hello Carol, We are sorry to hear of your frustrations with the claims process. We understand it can be a stressful time for families. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily. We're committed to addressing your concerns and answering any questions you may have. We feel this has been resolved to your satisfaction and will private message you with additional information.
Reviewed March 27, 2024
Took nearly 10 months of phone calls, emails, and forth with forms before we got any reimbursement despite selecting a memory care facility that has several residents with Genworth insurance. Was really frustrating. They did finally pay in a lump sum for the months she’s been in care after the waiting period, which was good.
Just know the reimbursement per month is only a percentage of the cost of care - which could be a big issue for memory care. For example we get around $2700 reimbursement for $10,000+/mo residential Alzheimer’s care. Probably obvious to people who have the insurance, but totally new to me as I wasn’t involved when my mom bought the plan.
It’s been a learning curve as my mom handled everything, including finances. Having to step in to piece together what she put in place without being able to ask her has been really tough. Was kind of surprised how little my dad understood about their insurance or finances in general. Couples - talk to each other! And talk to the people who will need to help you later!
Reviewed Feb. 27, 2024
This company takes people money. My parents paid into this policy and they would not reimburse all the monies. This is horrible… How they take your money but won’t allow you to get reimbursed all. I submitted papers from facility and they would reimburse whole amount.
"We want you to know that at Genworth we are committed to being here for you should you have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average.
We’d be happy to speak with you if you’d please private message us with your contact information and best time to contact you so we can discuss further."
Reviewed Feb. 27, 2024
I have been repeatedly sending invoices for reimbursement for 8 months. They are supposed to notify me if there are any mistakes so I can correct them. I have been waiting months for some, and have called repeatedly. The last time I submitted 10 invoices, they rejected every single one of them! Some had already been approved. Making up ridiculous reasons, giving authorization and then changing their word! They say they don’t have any record of my communications! What is it that they are doing on the other end of the phone?!?, is it just an automatic rejection company?!
"We want you to know that at Genworth we are committed to being here for you should you have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average.
We’d be happy to speak with you if you’d please private message us with your contact information and best time to contact you."
Reviewed Feb. 24, 2024
I talked to a Genworth representative to make sure outdoor chores would be covered, and they said yes. They even reimbursed us for the first month. Now they are saying they never said this. Why would I continue hiring someone and submitting invoices?! And now they are 6-8 months behind on reimbursements and come up with ridiculous reasons why they can’t -“illegible”- which means they could tell if the date was a 7 or a 9, so they denied the entire invoice. I have had many phone calls with them correcting errors and they still don’t reimburse us. My father paid his premiums on time for probably 30 years and they aren’t holding up their end of the bargain, and now they are saying they don’t have any record of my conversations with them. How convenient. Is there another site for remedies and class action?
"We want you to know that at Genworth we are committed to being here for you should you have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average.
We’d be happy to speak with you if you’d please private message us with your contact information and best time to contact you."
Reviewed Feb. 5, 2024
So far Genworth has been a complete and utter disappointment. They are slow, seemingly cold hearted, have terrible customer service at times, and no reimbursement for in home care after 2 months. I plan to hire a lawyer and write an expose on this company if they do not take my claims and invoices seriously. They are putting elders in danger because they are acting irresponsibly. Perhaps that is what they want. For people who have paid their hard earned money month after month year after year to just fade away and die, eh?
Dear Josephine, we are sorry to hear of your frustrations with the claims process. We understand it can be a stressful time for families. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily. We're committed to addressing your concerns and answering any questions you may have. I have sent you an unsecure email providing my direct dial number or you can private message us with your contact information and the best time to call you.
Reviewed Jan. 2, 2024
The company ignored 6 years of Neurological and Neuropsych records, MRI and Oncology records to deny care. Instead, they relied on a company they hire to do a nurse Zoom assessment. The nurse took the client's word that he could do all his Activities of Daily Living. This is a typical characteristic of patients with Moderate Alzheimer's Disease. My husband also has Non - Hodgkins Lymphoma ( Stage 4). Even though I have Power of Attorney and am the health surrogate, the nurse did not listen to anything I said. Furthermore, the test she administered cites on the website that it is not sensitive to people with higher education. My spouse has a PH.D. Anticipating that this Zoom assessment was a sham, I wrote the company and asked that medical records would be reviewed before a determination was made.
The company claims they did not have anything from me in their matrix although I had sent all the forms requested and 2 different letters. We have over $800,000 in our account that we have paid on for decades. If we don't use it, Genworth gets to keep it. So how is it not a conflict of interest that they get to make the determination. How biased is the company they choose? Pretty biased as that keeps their contract going with Genworth. I have appealed and sent pertinent medical records. I have also used the language in our policy and described how it makes my spouse eligible. Let's see if they do the right thing here. It's in their court now. I will report back on this site and others either way.
The company was willing to hold off on a decision until my husband had new Neurological, Neuropsychological and Oncology Evaluations. This data allowed us to now go into our Elimination Period of 180 days. I am hoping to raise the number to 5 after the Elimination Period is satisfied and Genworth starts to reimburse me for care.
Hello Melissa, we are sorry to hear of your frustrations with the claims process. We understand it can be a stressful time for families. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily. We're committed to addressing your concerns and answering any questions you may have. Please private message us with your contact information and the best time to call you. You may also reach a Genworth representative at 888 GENWORTH.
Updated review: Dec. 18, 2023
A claims specialist call and after a week the rep was able to resolve the issue and a re-reimbursement check was sent to my mom. I'll update and give them 3-stars since this was resolved but only because I wrote an online review and intervened on behalf of my elderly mom.
Original Review: Dec. 12, 2023
Genworth has stopped re-reimbursing my elderly mom's payments after 3 months without any explanation. I have called them several times but customer reps are not helpful. They do not tell me if they need more documentation or what is the problem. This is unacceptable. I think Genworth is hoping customers give up getting re-reimbursed. BUYER BEWARE. I would not recommend individuals in purchasing a LTC policy with Genworth. They will happily take your premium for 25+ years but disappear when you finally need to use the policy.
So sorry to hear about your negative experience. Please contact us through private message and we'll try to get your issue resolved. We're here to help.
Thank you for allowing Genworth the opportunity to resolve your issue.
Reviewed Nov. 28, 2023
I would have given the review 1 star, but at least Genworth responded to my letter so I relented. After I received the options for continued coverage, I phoned Genworth LTC customer service and was told the options were what the options were. Genworth was promising a 118% raise in premiums if I keep my current coverage. I wrote a letter to protest and several weeks later, received a legal brief claiming in which Genworth asserted it was within their legal rights to do what they are doing. So, after fourteen years, with a 3% inflation option, Genworth wants to reduce the benefits increased by the inflation option while reducing the premium.
Genworth may have been a good company when my insurance agent recommended it, but the investment seems to have soured over the years. So I am stuck with accepting reduced benefits and premiums or giving up the policy entirely. After reviewing the option letter, all Genworth guarantees is more of the same in the future. However, the advice I have been given from a variety of sources is to squeeze my nostrils shut and choose the plan which continues some sort of coverage I can afford. David
Thank you David, for sharing your concerns about Genworth’s recent long term care insurance premium rate increases. We understand your frustration and care about how you feel about the Company.
In the past several years, many insurance companies have exited the long term care insurance business, in part because of significant losses on their in-force long term care insurance policies. Genworth has decided to stay in the business, but has filed for rate increases to keep premiums in line with our experience. The primary reason for the rate increase is higher than anticipated claims costs. Our goal is to try to raise premiums to a level which is in line with our actuarial experience with existing policies.
We understand that premium increases can be difficult for our policyholders. To help our policyholders, we have provided multiple options which allow them to either reduce their benefits and continue to pay their existing premium or maintain a paid-up policy, with no further premiums due. We understand that you are not happy with the options which were offered.
Despite the rate increases, if you add together all of the premiums a policyholder will have paid over time for their policy, we think the maximum benefits the policyholder is entitled to receive under their long term care insurance policy are far greater than the premiums they will have paid. Approximately 70% of Americans who reach the age of 65 will need long term care services, and there are 10,000 Americans turning 65 every day through 2030. Even with the rate increases, these long term care insurance policies continue to provide tremendous value.
If we can be of assistance, please do not hesitate to send us a private message with your contact information and the best time to reach you or feel free to contact our LTC Rate Action team for quotes on different benefit options on your policy. They can be reached at 877 710.0817.
Reviewed Nov. 6, 2023
Genworth administers my mom’s LTC policy. Unable to get a claim paid regardless of physician attestations, phone calls & letters. Incompetent customer service, unable to get management engaged. Loose contract language suits their denials. Ask that you submit supporting documentation via a portal which is “under construction” so be sure to send any paper mail certified, via email with return receipt if you get an analyst assigned to your claim, or by fax with a time/date stamp receipt. I have worked in healthcare claims & benefits most of my career and feel like I’m on candid camera every time I have to interact with this company.
I absolutely believe that their intent is to make it so impossible to get a claim paid that they’re counting on people giving up. I feel so sorry for the elderly who don’t have advocates on their behalf willing & able to continually contact this company and have the patience to follow through, which is much more than I can say about Genworth. Mom has been paying premiums for over 20 years with many increases, and will likely be gone before we see a cent of ROI.
Hello Mary, We want you to know that at Genworth we are committed to being here for you should you have a claim for covered benefits. Genworth companies have paid more than $24 billion in long term care insurance benefits to over 330,000 claimants in our now 40 years in business as a long term care insurance provider and continue to fulfill our commitments through our provision of more than $8.6 million in claims payments each business day on average.
We’d be happy to speak with you if you’d please private message us with your contact information and best time to contact you.
Reviewed Nov. 6, 2023
This company is the ABSOLUTE worse. Obviously, they are in dire straits as they would not change up the payment reimbursement policy to completely screw over their clients. If you are reading this DO NOT BUY ANY TYPE OF POLICY WHATSOEVER with Genworth (China Oceanwide Holdings Group), that's even if they are selling any. It all makes sense when you read that a class action suit was settled Feb. 2023. This is exactly when the company started rolling down hill at top speed. And I am assuming that the China Oceanwide Holdings Group is all about making money and screwing over existing clients to increase their bottom line. This is a monthly nightmare trying to get reimbursed... Clients beware.
Hi Jennifer - we're very sorry to hear you are having a negative experience with Genworth. You are encouraged to private message us with the policyholder's name and claim number. Please allow us the opportunity to help!
P.S. China Oceanwide Holding Group is not affiliated with Genworth Financial as that acquisition never closed. Genworth and its predecessor companies were the first in America to offer long term care insurance and have 40 years experience paying claims. We are the number one provider of long term care insurance in the country. We’ve paid $16 billion in claims since 1974 and average $7 million in claims payments each business day. We take great pride in our post claim servicing with approximately one in every four people in the U.S. with an individual long term care insurance policy being serviced by the Genworth companies.
Updated review: Nov. 7, 2023
Genworth is now current with its payments.
Original Review: Nov. 2, 2023
My mom went into a nursing home. Fulfilled her 100 days before Genworth started paying. They paid a partial payment and nothing since. I sent them an email and asked them when they schedule their payments and nothing from them. I even sent an invoice from the nursing home. They don’t sell this long term policy anymore. Guess I know why. Mom and dad have paid for this since 1995. Dad passed away not using any benefits. I guess mom won’t get any either.
Dear Keith, we're sorry to hear about your frustrations, but we are committed to answering your questions and addressing your concerns. We also want to help you protect yourself by not sharing your personal or policy details in a public forum like Facebook. Please private message us so that we can try and find a resolution for you.
Reviewed Oct. 30, 2023
My wife and I purchased a Genworth Long Term Care policy several years ago to protect our future care needs. We were recently sent a communication from Genworth that they intended to apply to each State where they had sold policies for rate increases varying from 142% to 639%. We have been given the option of keeping our policy and absorbing these absurd rate increases or choosing an option that will greatly reduce our benefits. We have had no choice but to choose to receive a refund of $10,000 with no further premium payments.
This option slashes our benefits from $422,938.08 with 3% compound inflation benefit to be used over 4 years to just $28,952.17 with no inflation benefit. How are companies like this allowed to get away with this sort of behavior? I am so angry with them for what they have done to us that I felt compelled to write this review in the hope it will stop more people from purchasing any product from this completely untrustworthy company,
Thank you for speaking with Denise today. Please know that we are here to assist in any way that we can, should questions come up in the future.
Updated review: Oct. 21, 2023
After many failed attempts to get a claim approved, a letter was sent to Genworth complaint department along with a complaint filed with Consumers Affairs. It appears that the claim has been accepted. Just waiting for the check to show up in the mail. Would have gave a higher rating if not for the early troubles in getting the home care agency to get Genworth the billing information in a format they could accept. I really felt like they were just trying to wear me down, so I would give up. Thanks to Genworth and Consumers Affairs for getting this resolved.
Original Review: Oct. 4, 2023
My mother had 2 long term care policies that are administrated by Genworth. The one was a Harvest Life policy that I had no problem with, they paid what they owed my mother. The other policy was a GE long term care insurance policy that I spend many hours trying to get a claim they would accept. They have paid nothing. My mother paid about $33,000 in premiums. I believe they should have paid $4,000 in-home care cost for the 5 months she was receiving home care before her passing. Every document I send Genworth, there is something they don't like, the other policy had no problems with the same documents. Not sure if the next step is to hire an attorney. I thought my wife and me should have long-term care insurance, but after this experience, it looks like putting the premium money into a Roth IRA would be a better option.
Ronald, we are sorry to hear of your frustrations with the claims process. We understand it can be a stressful time for families. Please know that we take servicing our claims very seriously. We pay an average of $7 million in claim payments daily. We're committed to addressing your concerns and answering any questions you may have. We are sending a private message to you asking you to private message us with your contact information and the best time to call you. You may also reach a Genworth representative at 888 GENWORTH.
Updated review: Sept. 8, 2023
The company has recently reached out to us and made things right. It was a really frustrating experience to get to this point, but we do appreciate that they have worked with us in the end.
Original Review: Sept. 7, 2023
Like many of the other reviews on this page, we are appalled by the business practices of Genworth. Their business model seems to be "Delay until they die" rather than pay anything. Our parents paid tens of thousands of dollars to the business, and now that they are in their 90's, Genworth uses every trick in the book NOT to pay their policyholders. We were told TWICE by phone and ONCE by letter that my parents' elimination period was met and we could submit invoices for them to pay. Then, they called and said, no, they had made a mistake, they were human, but that no, they couldn't pay claims until we satisfied an additional 60+ day elimination period. For the health and safety of your loved ones, stay away from Genworth.
Reviewed Sept. 6, 2023
My dad purchased a policy in 1993. He's 95 and I got Genworth to pay on his claim after a hospitalization last year. Genworth practice is to create so many obstacles that you give up or the policyholder dies. They sold the policy to ensure my dad and mom could stay at home until the end of life with assistance when that time came. My dad believed he had coverage to stay home until August...
Genworth stopped paying the designed provider and claimed my dad's policy had a rider that only allowed for 365 of unlimited care. With that in mind, I spoke to this company at least 20 times and went over the policy many times and was told my dad has unlimited days. This so-called rider means going forward he has to move into a care facility to receive LTC benefits. I went over this policy many times with Genworth and was never told there was only 365 days of home care benefits. I asked for an original copy of the policy and got a copy of a scanned document that has a big whited-out circle in the top margin that outlines 365 days... I am certain this is another tactic to avoid paying on the claim. I am looking for a lawyer to fight for my dad. He bought a policy so he was able to stay home. Now the only way to collect is move him into assisted living or lose $5,600 a month for care and spend more money out of pocket paying for home aides to help me.
Hi sorry to hear about your frustrations, but we are committed to answering your questions/addressing your concerns. We also want to help you protect yourself by not sharing your personal or policy details in a public. Please private message us so that we can try and find a resolution for you.
Reviewed Aug. 13, 2023
I bought LTC from Genworth shortly after my husband died in 2004, I was in my early 60's and was told that premiums would NOT increase, but that wasn't true. My premiums have increased several times over the years, going from around $900 quarterly to $1265. Now, I'm told that my premium will be $1675 quarterly, and this in less than two years! This means approximately $6000.00 per year. I'm not able to pay that kind of money. I was told that my premium jumped to that amount because I turned 81! I'm going to stop the premiums, but now I feel vulnerable with the far greater sum I'll get as "paid up." This company is heartless and predatory as far as I'm concerned. Please include me in any class action lawsuit.
Reviewed Aug. 13, 2023
Insurance companies should be experts in predicting risk and creating premiums reflecting on that risk. My wife and I have a Genworth Long Term Care policy for over a twenty years and we have experienced one rate increase after another due to "higher than expected aggregate policyholder claim costs." This year's increase is up 100 up to over 100% on top of numerous increases in previous years. Seems like an incentive to get people to forfeit any benefit of previously paid premiums by letting policy lapse, or downgrade their coverage to lower the amount of the increase. Meanwhile the Genworth CEO makes over $10 mil per year ( That's where my premiums are going). Angering enough to consult a class action attorney.
Reviewed July 18, 2023
My mother fell & shattered her knee replacement. She had major surgery to repair her leg, but her surgeon told her she can not live alone again. Genworth started out covering her long term care after she went thru rehab. However after about 2 years decided that she was no longer eligible under her policy. We took her to the doctor & got a letter stating that she was no longer able to live on her own & they covered her for another 6 months & then again denied coverage. We got another letter from her doctor stating no changes had taken place. They denied her coverage this time. I called to ask why. I said she is not years older, partially blind & can't hear or stand for more than 45 seconds without sitting down and is totally incapable of taking her own medication.
I was told that they are not saying that she can live on her own, just that they would not pay for assisted living. I thought that was what long term care was for. The company accepts that she CAN NOT TAKE CARE OF HERSELF, but because she can dress herself, doesn't need help to the bathroom & can sit in a shower by herself they won't pay. BULL!
Reviewed 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.
Reviewed 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.
Reviewed 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.
Reviewed 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.
Genworth Long Term Care Company Information
- Company Name:
- Genworth
- Company Type:
- Public
- Year Founded:
- 1871
- Address:
- 6620 W Broad St
- City:
- Richmond
- State/Province:
- VA
- Postal Code:
- 23230
- Country:
- United States
- Website:
- www.genworth.com
