Genworth Avis 

My father and mother had long term care insurance and paid into it for years so when they needed help they wouldn't be a burden their kids.
about 6 years ago they called my father and talked him into signing a form to "pay off" his policy, saying he wouldn't have to pay premiums anymore and would still have coverage when he needed care. He was 85, and in cognitive decline.

Now he needs the coverage, and the lifetime cap they talked him into wouldn't last 6 months.

I am extremely frustrated by my experience, trying to navigate a long-term healthcare claim for my mother, who has been paying for this insurance since 2002.

I am her power of attorney and have now spoken with at least a dozen different Care Counsellors trying to understand exactly what is required to complete her elimination period and begin reimbursement. I’ve been repeatedly told that the necessary information was received, only to receive mail correspondence later, telling me that something else was missing.

I have submitted extensive documentation included records of 105 days of care since May records from her long-standing private caregiver post care notes from a medical portal and a letter from her current physician specifically a testing to need for care. Genworth has also conducted its own evaluation of my mother.

What concerns me most is my mother could never navigate this process so she needs long-term care yet accessing the insurance benefits she’s paid for for more than two decade has required countless phone calls record keeping document uploads communication with providers and repeated attempts to reconcile contradictory information.

One counselor told me, we do this every day, we know what we’re doing. That is precisely why this experience is so troubling a company that handles long-term care claims every day should have systems that allow an elderly policyholder in her family to understand what has been received what is still required how the elimination period is being satisfied and what needs to happen next.

I understand that insurance companies must verify claims and obtain appropriate documentation. I’m not objecting to that. I’m objecting to the lack of coordination clarity that has made an already difficult time considerably harder.

After paying coverage since 2002, my mother deserves a claim process is clear consistent in responsive. I do not recommend Genworth.

I was just trying to get instructions about filling out a simple form about getting our 30 year old son off of my husband's policy as a rider. This was supposed to end at age 21 and they are just now saying something about it, 9 years later. I was confused as to what name to put on the line for insured and owner, my husband's or our son's. Even though I can literally see my husband's policy right in front of me and know how much he pays every year for it, they would not let me know what name to put on the line. They said they needed to speak to the actual policy holder. This has nothing to do with what his policy says!!! Maybe I should ask them if my husband would happen to pass away, would they need to speak to him if I had questions about how to let them know he had passed in order for them to get things started with the claim!! JUST UTTERLY RIDICULOUS!!!!!

We have been trying to file a claim since September, 2025 for our elderly mother. They have been completely obstructionist and misinformative. We have gotten a complete runaround. Given the hugely overpriced premium their service and claim payouts are definitely not on sync. $759.57 a quarter is a gigantic rip-off. Every telephone representative gives misinformation and the wrong forms. We are throughly unhappy with this company! Be WARNED!

I have had an incredibly frustrating experience with Genworth Long Term Care. In my opinion, their practices feel deceptive and discouraging—especially toward elderly policyholders who simply need support. I’ve been trying to get access to a basic sign-in form for days, and every attempt has been met with delays, excuses, and unfulfilled promises.
Every customer service representative I’ve spoken with says they will “call back,” but the call never comes. When I asked for a manager’s name or even a case ID number so I could follow up, they refused to provide one. Without any way to track my issue, I’ve been left completely in the dark.
It feels like the company gives customers the runaround while still expecting payments and renewals. For a service that is supposed to help people during vulnerable times of life, this experience has been extremely disappointing. I hope Genworth improves their transparency and customer support, because right now, it falls far below acceptable standards.

Genworth Insurance, aka Genworth Financial, shows its contempt for its clients by, among many other issues, hiding its massive life insurance rate increases until long after a client like my wife takes out a policy, then trying to use their access to client bank accounts to continue to take those massively-increased premiums twenty years after a policy was initiated, apparently hoping to gouge clients who might forget about the increases so many years later.

Genworth also shows its contempt for clients by only having customer service during 9 a.m. to 5 p.m. weekdays, Eastern Time, when other insurers offer full-time customer service -- SHAME ON GENWORTH: BEWARE & FIND A DECENT INSURER!

Paid on my term life insurance policy for over 20 years....paid by the quarter. Thought I paid a quarter premium but was mistaken. After all those years and premium payments, I did not get a text or a phone message prior to cancelling my policy for non-payment. After explaining, Genworth said all I can do is reapply. My health isn't the same as it was 20 years ago and would not likely be approved. This is why I chose to keep my policy in effect. VERY poor customer service.

I purchased long term care insurance from Genworth about 5 years ago when it was recommended by AARP. This year I was hit with a 95% increase in premium. Customers in other states have had even higher increases. I can understand an increase, but almost doubling is unacceptable and sounds like bad management. If I had it to do over, I would choose LTC that functions like Universal life where you can "pay off" the policy.