I've had a LTC policy with Genworth since October 29, 2008. I completed my last annual payment on October 29, 2017 as per the initial contract. I've had a living trust established since October 2012. Since establishing those trust documents, I have uploaded the relevant documents to indicate my POA in case of incapacity to the Genworth Life Insurance Company. I do not remember the exact date of that upload through my online account to their portal but it was MANY YEARS AGO. Everything has worked out very well with minimal correspondence since 2017 as I check the status of my policy monthly through their online portal. I submitted a change of address through the online portal on October 27, 2020 as I moved to a new state. The message I received back was that the address change would take 7 to 10 days to process. Everything seemed valid after those 10 days as the address change went in to effect. NOW THE PROBLEM... On Saturday (January 30, 2021) I received in the U S Mail a letter dated January 25, 2021 indicating "We have received information to indicate that the insured under long term care insurance policy, Xxxxx X Xxxxx, has passed away." Imagine my surprise! Many things immediately ran through my mind as to how this could happen including a possible scam or someone obtaining my personal/private information. I contacted their "Estate resolution" department (888-479-7654 on the letter) on February 1, 2021 as the company's phone lines were not staffed until Monday. A representative by the name of "Danny" answered my call. I provided to him the details on the letter that I received. I asked that he investigate the issue immediately as to the source of the so-called "information" that triggered such a letter and that I wanted an OFFICIAL letter to affirm that my policy was still valid and in effect. Danny put me on hold for approximately 3 minutes. When he came back on the phone, he apologized to me and indicated that a letter will be sent out in the next 7 to 10 days and I should receive that letter within 3 weeks to indicate my policy is still valid which will include an apology. I then asked Danny what information within their company had triggered such a letter to be generated and sent to my address. Danny indicated that "someone" uploaded a trust document on January 10, 2021. I told Danny that my living trust documents have been out there for many years and NO ONE should have uploaded anything on January 10, 2021; not me and not my POA in the event of my death or become incapacitated. Danny read back to me the effective date of my living trust. I told him I would change my password to their online portal immediately after hanging up the phone (which I did). I started to think about the reasoning behind uploading a trust document, which should be a NORMAL PROCESS for anyone with an insurance policy, and realized that the mere uploading of a trust document should NOT be an ASSUMPTION that someone passed away. SOMETHING ELSE is going on that reasoning should NOT trigger a death letter assumption. I requested a COMPLETE and THOROUGH internal investigation as to why this happened. At the very least, the internal process should change at Genworth so that built-in "checks and balances" are in place so that their company does not look like incompetent people. With scams on the Internet running rampant these days, this type of activity can and does cause a HUGE amount of anxiety. It did in my case. After filling out a case with the BBB in Lynchburg, VA., I talked to Genworth representative Katherine Lyles on February 16, 2021. She indicated that during their company's investigation, they maintain that "someone" uploaded a copy of my trust document(s) (i.e., Certification of trust, Medical POA) through their portal from an IP address close to where I live via my Internet provider. I still maintain that it was not me as I've had those same documents uploaded to their company for MANY YEARS. In any case, I told Kathrine Lyles that uploading of ANY trust documents SHOULD not trigger a response of issuing a letter to the insured that the insured passed away. Kathrine Lyles agreed. She said that she will be reviewing their procedures with the senior leadership at their company to make changes. I indicated that they should make a call to the insurer first as the letter generated panic thinking that someone stole my personal/private information. Should anyone decide to take out a LTC policy with Genworth they should mention this incident and VERIFY that a similar action will not generate a letter to the insured that they have passed away and subsequently asking for a death certificate. I would recommend going elsewhere for an LTC policy anyway as there are now "hybrid" LTC/Life Insurance policies that one can buy where you will not lose all of the money spent on a the premiums in the event of death of the insured. read more

I never received the 2022 bill for my wife's life insurance Policy. I called the customer support line at this "company"(888-325-5433) for the bill and I spoke with an inept little boy who had no clue how to help. On my own iniative I got the address to make the payment (PO Box 740118 cincinnati, OH 45274-0118) and mailed the check to these losers. The check was never cashed. 2 months later I paid it a second time on line after over a dozen unsuccessful attempts to register on to their worthless on line system. I made several calls to these losers to get help with their broken system. No one EVER answered the phone. I left many messages but no one ever returned my call. I suspect they are insolvent and have few remaining employees. They have a C rating from AM Best- the lowest rating I have ever seen from AM Best- STAY AWAY from this loser Company. They are probably broke, uncooperative,unknowledgeable, refuse to send renewal bills, and almost certainly will not be able to pay claims. The insurance department needs to shut them done to protect the public. read more