Genworth Financial

arnolds home improvement came to our home to give estimate of a new sliding glass door with flat grids, and to have spray insulation put in our upstairs, which meant removing the roof and taking some of the 4x8 out to get into the attic to spray the insulation in, put new underlayment and new roofing to match the rest of the house. on the second day of work they said they made a mistake in their estimate which was 800.00 but would not charge us for their mistake, but said that our vents were supposedly never installed properly and had to replace for another 400.00 which they said they were giving us a senior discount. after the roof finished the sub-contractor said he needed to get paid now otherwise he would have to wait for a check, he said he lost money and so did we. we wanted to look at the work and out new gutter guard was sticking up in the air and we asked him about that, he laughed and said if it was still up in a couple weeks he would come back (not). we called and the job supervisor came out and was here for another 3 hrs after we paid cleaning up and working on the gutter guard. the roofing does not match the old roof....we had to have someone else come in and fix the gutter guard which they could not handle. when our sliding door came in after waiting for weeks the grids were not in the window even though it was written on the contract. had to wait another 2 weeks before that came in but the gentlemen that put that in did a great job and we are happy with that. when I spoke to [redacted] at arnolds about the price of the vents being so high, she was upset that I questioned her and she said we had to pay the extra money because they cost 100.00 each.(they can be bought at lowes for about 10.00. what a disappointment in the company......surprised they have been in business this long

This will acknowledge receipt of your letter dated July 21, 2014, received by our Office of
Consumer Affairs on July 23, 2014.
Because of privacy concerns, we cannot provide an answer to inquiries or complaints from
unauthorized persons or organizations; however, we will address the issues...

outlined in your
correspondence with the policyholder. If you desire a copy of our response, please contact
the policyholder or his or her representative.
If we can be of further assistance, please contact me at the above address or at [redacted]
[redacted],ext .[redacted], Monday through Friday, 8:30 a.m. to 4:30 p.m., Eastern Time.
Sincerely,
[redacted]. [redacted]
Office of Consumer Affairs
Genworth Life lnsurance Company

I love my new deck . It is beautiful! everyone was so nice and went out of their way to please us. Everything was cleaned up to perfection. They even introduced my golden retriever to her new deck. She loved it too. Arnolds is the best..

My parents really needed new siding. They don't have a lot of money and are elderly. From the beginning of the salesman [redacted] getting them finances through the USDA to the end of the 100% completion of their job it was the most pleasant experience. The operations manager [redacted] was constantly communicating with us as well as the USDA to make sure if we needed extras taken care of through financing were not a problem to even answering her phone at night to the project manager [redacted] helping my mom when she fell to making sure there was always a smile on their face by making their own look beautiful. To their installers being there finishing the job quickly and did a great job. We thank your company and would recommend the entire experience from beginning to end to anyone who is looking for siding and gutters.

Thank you again.

This was my second time using Arnold's. It was an easy choice after the way we were treated the first time. On our first endeavor with Arnold's is started out a little rocky but due to their commitment to do a great job they really came through!!! The second job of a really difficult bathroom remodel could not have been better! They sent in a really good crew and they out did themselves. We will not hesitate to use Arnold's again!!!

We are writing in reference to your inquiry dated May 16, 2016, concerning theabove referenced file.This letter is to advise that we have completed our investigation of the concernsexpressed by Ms. [redacted], on behalf of [redacted]. Please beadvised, we responded directly to Ms. [redacted] on May 27, 2016 with regard to theresults of our review.Because of privacy concerns, we cannot answer inquiries or complaints tounauthorized persons or organizations. Therefore, we ask that you contact Ms.[redacted] if you would like a copy of our response.If we can be of further assistance, please contact our office of Consumer Affairs,by telephone at [redacted] or by fax at [redacted].Sincerely,[redacted]Senior Technical SpecialistClaims Services

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Attached is a release form so that the complaint can be discussed through the Revdex.com system.
Regards,
[redacted]

Review: We have recently moved my Mother-in-Law to elderly residential care in [redacted]. She has an extended long term insurance policy thru Riversource Life Insurance that she has been paying on for many years. We are now trying to activate that policy to help defer her elderly care costs. We have now been trying to activate this for over 3 months.

As part of this activation process, we needed to get an assessment done by a medical professional, and we needed to get the elderly care facility to be qualified in order to receive the benefits from this policy. We have now sent this assessment TWICE to Riversource, and they continue to stall in activating the policy. At one point, they sent a letter claiming the assessment had been received, and there were just needing to validate that the elderly facility was qualified. Now they are claiming they never got the assessment. In the meantime, we are NOT receiving the benefits we could have gotten from this policy and we are CONTINUING to get billed for premiums for the policy which we should no longer have to pay once the policy is activated.

It is difficult to reach support for these people. We never get the same person twice, and we get conflicting stories as to what the issue is. They do NOT communicate via email, and escalation to the supervisors achieves nothing (other than they are more skilled at hanging up on us faster).Desired Settlement: 1. Activation of elderly care long term insurance policy to help defray monthly costs.

2. Refund of monthly premiums that we have been paying that we should NOT of had to pay if the policy had been activated as requested.

Business

Response:

This letter acknowledges our receipt of your letter of inquiry dated May 16, 2016Your correspondence was forwarded to the Claims Technical Unit for researchand response, and Ms. [redacted] should expect our reply on or before May 31,2016.If we can be of any further assistance, please contact our Office of ConsumerAffairs, by telephone at [redacted] or by Fax at [redacted].Sincerely,[redacted]Senior Technical SpecialistClaims Services

Business

Response:

We are writing in reference to your inquiry dated May 16, 2016, concerning theabove referenced file.This letter is to advise that we have completed our investigation of the concernsexpressed by Ms. [redacted], on behalf of [redacted]. Please beadvised, we responded directly to Ms. [redacted] on May 27, 2016 with regard to theresults of our review.Because of privacy concerns, we cannot answer inquiries or complaints tounauthorized persons or organizations. Therefore, we ask that you contact Ms.[redacted] if you would like a copy of our response.If we can be of further assistance, please contact our office of Consumer Affairs,by telephone at [redacted] or by fax at [redacted].Sincerely,[redacted]Senior Technical SpecialistClaims Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: I have had a life insurance policy with Genworth, which expired when I turned 58. I talked with Geworth in April 2013 and let them know that I did not wish to continue the policy at a higher rate. I then found other insurance.

Genworth mailed me a letter dated 12.19.2014 saying they would raise my rate and continue my policy if I did not reply. They then billed me in January and February for a continued policy at the rate of $96.63 each month. I did not approve these deductions from my account and never expect that they would continue the policy without my approval.Desired Settlement: I would like to prevent this from happening to others. Life insurance companies should not be allowed to increase premiums, especially after they have been told that the customer would not like to begin a new policy at a higher rate. Ideally, I would like a refund for the months that I was charged (2 x $96.63 at a minimum). This is an unethical practice and does great damage to the practice of automatic bank drafting.

Business

Response:

This will acknowledge receipt of your letter dated February 24, 2014, received by our Office

of Consumer Affairs on December 31 ,2012

Because of privacy concerns, we cannot answer inquiries or complaints to unauthorized

persons or organizations. However, we will address the issues outlined in your

correspondence with the policy owner. If you desire a copy of our response, please contact

the policy owner or his or her representative.

If we can be of further assistance, please contact me at the above address or at [redacted], extension [redacted], Monday - Friday, B:00 a'm. to 4:00 p.m., Eastern Time.

Sincerely,

Senior Resolution Specialist

Office of Consumer Affairs

Review: The company owes me close to $500. My daughter and I have made many, many calls to this company to try and resolve this issue to no avail. Each person tells my daughter they will personally get the issue resolved and they don't. They sent me the money owed and then they put a stop payment on the check. Due to this stop payment the bank charged me $12.00.Desired Settlement: I want the money that I am owed plus I want to be reimbursed for the fee the bank charged me as it was not my fault they put a stop payment on the check.

Business

Response:

Thank you for your correspondence received in our office on April 18, 2016, regarding acomplaint you received from our policy owner [redacted]We are unable to answer inquiries or complaints to unauthorized persons or organizations.However, we will address the issues outlined in your correspondence with the complainantdirectly. If you desire a copy of our response, please contact the policy owner or his or herrepresentative.If we can be of further assistance, please contact me direct at the above-listed address or at[redacted], extension [redacted], Monday through Friday, 8:00 a.m. to 4:00 p.m., EasternTime.Sincerely,[redacted]Senior Resolution SpecialistOffice of Consumer Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Received a call from Genworth yesterday and said they would be sending the refund out by the end of this week.

Regards,

Review: After reciving a 25% premium increase notification (and phoning Genworth to review options), Genworth failed to execute my written non-forfeiture option request on the long term care insurance policy. Paying premiums since May 2002, Genworth continued to send me bills (inspite of a varification phone call to ensure my request was received) under the new preimium and then cancelled the policy for non payment. I met all timelines and procedures for my request.Desired Settlement: A check for $23,000.00 made out in my name and delivered within 30 days of this filing.

Business

Response:

Thank you for your correspondence received in our office on November 12, 2013, regarding a complaint you received from [redacted] S. [redacted]. In Mr. [redacted]'s complaint, he expresses concern his request to execute the Non-Forfeiture Option for his policy was not processed. We respectfully offer the following response to your inquiry. Because of privacy concerns, we cannot answer inquiries or complaints to unauthorized persons or organizations. However, we will address the issues outlined in your correspondence with the policy owner. If you desire a copy of our response, please contact the policy owner or his or her representative. If we can be of further assistance, please contact me direct at the above-listed address or at [redacted], extension [redacted], Monday through Friday,8:00 a.m. to 4:00 p.m., Eastern Time. Sincerely,[redacted]Senior Resolution Specialist Office of Consumer Affairs

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I will not accept this businesses response and will not be satisfied until I recieve one of the two options I have previously proposed Regards,[redacted]

Business

Response:

Thank you for your correspondence received in our office on December 10,2013, regardingyour follow-up request for the above referenced case. ln your letter to us, Mr. [redacted] statesthat our previous response does not resolve his complaint regarding hís long term carepolicy, and he will not be satisfied until he receives one of the "two options" previouslyproposed. You also provide a signed release of information which allows us to releaseinformation to you regarding thís matter. We respectfully offer the following response.The initial letter received from you and dated November 8, 2013, is enclosed for reference.Please note that Mr. [redacted] expresses concern that we failed to execute his request toexercise the Non-forfeiture option for his policy, and his desired settlement is only oneoption: "A check for $23,000 made out in my name and delivered within 30 days of thisfiling."ln our response to Mr. [redacted] dated November 26, 2013, we provided an explanation of whypremiums are not refundable for his policy. We also apologized for our error in notprocessing his request to exercise the Non-forfeiture option, and provided confirmation thatthis has now been processed. Copies of our letters to him regarding this matter are alsoenclosed for your reference.We respectfully advise that while it is unclear which "two options previously proposed" herefers to in his recent letter; we believe this matter has been fully resolved by the processingof his original request to exercise the Non-forfeiture option for his policy.We trust this letter addresses Mr. [redacted]'s concems. lf we can be of further assistance,please contact me direct at the above-listed address or at ###-###-##Sincerely,[redacted]Senior Resolution SpecialistOffice of Consumer Affairs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9795975, 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,[redacted]

Review: My name is [redacted]. I am writing this complaint of behalf and at the permission of my grandmother [redacted]. For the past several years my grandmother has made regular payments to the tune of 500 dollars a month to this company. In the recent past she has attempted to file a claim to get a reimbursement to me for staying in the home and caring for her. When she contacted this company they stated that they flat out refused to pay for the in home care that I am providing that she has paid for this policy to cover. She has paid to the tune of 20,000 dollars into this company for the service they are refusing to pay for . When she bought this policy she specifically stated that she was buying it to provide the care that they are now refusing to pay for. This is a blatant breach of contract on the part of Genworth. Now instead of paying for the long term care that she has paid into this policy for with someone who loves her living with her they are requiring that she allow a stranger into her home instead. The employees at this company state that this was listed on PAGE 20 of the contract that they would not pay for family assistance but refuse to provide said contract or explain why she was not told this when she signed the contract. My grandmother is now 82 and Genworth is refusing to honor the service she has paid for. Employees that refused to provide resolution for this issue were. [redacted], insurance agent, Shiloh, IL. [redacted] and [redacted] , Customer Service Representative, Claims Department.Desired Settlement: She wants the claim to be paid for as promised in her contract or the twenty thousand she has paid in to be returned as genworth is refusing to provide the reimbursent for the services that were stated in the insurance policy.

Business

Response:

Dear [redacted],

This letter acknowledges our receipt of your letter of inquiry dated August 15, 2014.

Your correspondence was forwarded to the Claims Technical Unit for research and response, and [redacted] should expect our reply on or before September 14, 2014.

If we can be of any further assistance, please contact our Office of Consumer Affairs, by telephone at [redacted] or by Fax [redacted].

Sincerely,

Technical Support

Review: I received your premium change notice and I am, by this letter, requesting that the "LIMITED NONFORFEITURE BENEFIT ENDORSEMENT" enclosed with the Premium change notice be activated to provide a continuation of my policy number [redacted]. I understand that this endorsement provides me limited coverage equal to my premiums paid less any prior claims, that the policy will continue as paid-up policy and no further premiums will be due. I find it outrageous that you are raising premiums for this policy 88%. Is the management of your company so poor that you were unable to access the increasing claims over the years and all the sudden need to catch up? You say that this increase is based on expected claims being higher today than when the policy was originally priced but this increase is not based on age. You did not accept claims for aging people to go up on a long-term care policy. I find your statements insulting. You sell long-term care insurance and then say premiums increases are not due to age but due to your miscalculation of benefit claims over the expected life of the policy. This is a ridiculous statement when the main purpose of the policy is to provide benefits to older people as they need care. To say your increases are for a particular series of policies and not based on age when the series are classified by when the policies were purchased is not fooling anyone. People purchase these policies when they are younger because the premiums are lower, but then I guess you knew that you could catch up later. Congratulations, you priced me out of the plan after collecting my premiums for 20 years, your shareholders would be proud! I would like to respectfully request you provide me a summary of the demographic data used for the actuarial valuation for this series of policy. I am also sending copies of this letter to the Missouri Attorney General and the Revdex.com in hopes that they understand, as I do, that this is a thinly veiled attempt by your company to avoid paying claims by raising premiums so high that your oldest customers can no longer afford to keep the insurance, for which they have paid years worth of premiums, just when they need it most.Desired Settlement: I would like to respectfully request you provide me a summary of the demographic data used for the actuarial valuation for this series of policy.

Business

Response:

This response was mailed via USPS mail on 8/15/2013

Review: My parents took out a long term care policy in 1989 and paid through 2012. My 89 year old Mother cancelled the policy, thinking it was for my Dad who died in 2010. When I went to check out possibly activating her policy after a fall and broken hip, I found she had cancelled the policy in Dec 2012. I contacted Genworth Life Insurance to see about reinstating the policy, but since it was past 60 days the request was denied. Genworth made no attempt to discuss this decision with my Mother. She had no reason to cancel the policy. So any assistance you can provide to get them to reinstate the policy would be appreciated.Desired Settlement: Reinstate her long term care policy after paying any missed premiums.

Business

Response:

Thank you for your correspondence received in our office on January 2,2014, regarding acomplaint you received from [redacted]. In Mr. [redacted]'s complaint, he requestreinstatement of his mother's long term care insurance policy. We respectfully offer thefollowing response to your inquiry.Because of privacy concerns, we cannot answer inquiries or complaints to unauthorizedpersons or organizations. However, we will address the issues outlined in yourcorrespondence with the complainant directly. If you desire a copy of our response, pleasecontact the policy owner or his or her representative.If we can be of further assistance, please contact me direct at the above-listed address or at###-###-####, extension [redacted], Monday through Friday, 8:00 a.m, to 4:00 p.m., EasternTime.Sincerely,[redacted]Senior Resolution SpecialistOffice of Consumer Affairs

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Attached release form and P.O.A. Regards,[redacted]

Business

Response:

Thank you for your additional correspondence regarding this case, received in our office onJanuary 13,2014. Our records have been updated to reflect Mr. [redacted] as a designatedAttorney in Fact for our policyholder [redacted]. As per Mr. [redacted]'s authorization we offerthe following response to his request, and confirmation of our conversation with him onJanuary 14, 2014.Following a thorough review of the correspondence and Ms. [redacted]'s policy file, we mustadvise that we are unable to offer reversal of the cancellation and reinstatement of herpolicy. We offer the following additional information as explanation.[redacted]'s long term care policy as referenced above was issued with an effective date ofMay 1, 1989. The policy provided benefits for eligible care received in a covered NursingHome. At the time of cancellation, premium payments were being made via a semi-annualbank draft in the amount of $257.49. Our records indicate the last bank draft occurred onJune 1, 2012 which paid the semi-annual premium for the period of May 1,2012 toNovember 1, 2012.On December 4, 2012, we received Ms. [redacted]'s written request to cancel the policy and ourletter dated December 17, 2012, was sent to her as confirmation of the cancellation effectiveNovember 1, 2012. A copy of this correspondence is included with this letter.Our records indicate [redacted] called to inquire about reinstatement of the policy onDecember 16, 2013. Our letter dated December 18, 2013, was mailed to the policyholder toadvíse her that reinstatement was not available, and Mr. [redacted] was informed of our decisionat that time by phone on December 23, 2013.While the policy does not provide for reinstatement following a policyholder's requestedcancellation, it is our business practice to allow customers to request a reversal of acancellation, under certain guidelines. These guidelines require that we receive from thecustomer, within 60 days of the date of our cancellation confirmation letter, a signed anddated request to reinstate the coverage. We also require any necessary funds to paypremiums to a current date.Once again, we regret we are not able to offer to reinstate Ms. [redacted]'s policy. We areobligated to administer our policies in a fair, consistent, and objective manner. If we werenot to do so, it would be unfairly discriminatory, and we are not permitted to unfairlydiscriminate among our policyholders.We understand this is not the resolution Mr. [redacted] was seeking but hope this informationexplains our position on this matter. If we can be of further assistance, please contact medirect at the above-listed address or at [redacted], extension [redacted], Monday throughFriday, 8:30 a.m. to 4:30 p.m., Eastern Time.Sincerely,[redacted]Senior ResolutÍon SpecialistOffice of Consumer AffairsEnclosures

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received a copy the letter my Mom wrote to Genworth dated 11/26/12. It states :"pursuant to my phone call, I am writing to confirm that I wish to cancel my policy No, [redacted], as of this date." Since most of the phone calls to companies like this are recorded, I would like to hear the recording or see a transcript of the conversation that my Mom had with Genworth. What I am looking for is whether Genworth made any attempt to explain to my Mom the ramifications of cancelling the policy. Since I can't imagine any rational discussion that results in my Mom cancelling the policy, the conclusion is that it was irrational thought that caused her to call them. If they explained the implications to my Mom in a clear manner, then she would not have cancelled the policy. So my best guess is that they mislead her or made no attempt to explain the ramifications of cancelling. The discussion should have been: "You are paying about $500 a year for insurance that will cover an expense of $72,000 a year if you end up going into a nursing home." After paying for 25 years, it is a no-brainer to keep paying. She did not cancel because she can't afford the $500 a year. She has plenty of money. The whole point of the policy was to prevent spending it all on nursing home costs. My plan is to respond to their last rejection with a request for the phone call conversation and the argument above. Regards,[redacted]

Review: I have an insurance policy with Genworth through my agent in [redacted]. Although Genworth sent a letter to me it took 4 weeks to reach me. Had they sent it to my PO box (should be on file) it would probably have taken 2 weeks. Had I been able to sign up with them for secure e-mail communication the matter could have been dealt with within a few days. It is no use giving me a 1-888 number as the promised toll-free is very expensive from [redacted]. I'm still a customer. My [redacted] agent advised me I could ignore Genworth's letter but I would like to hear it directly from them. If secure e-mail is not available (for whatever reason) this policy should be changed to make up for slow mail.Desired Settlement: E-mail communication and timely confirmation that the letter that took 4 weeks to reach me does not apply to me signed by a manager at Genworth

Timely response to future communication from me.

Consider a complaints e-mail portal from customers

Business

Response:

This will acknowledge receipt of your letter dated November 25, 2014, which was received inour office on November 25, 2014Because of privacy concerns, we cannot answer inquiries or complaints to unauthorizedpersons or organizations. However, we will address the issues outlined in yourcorrespondence with the policy owner. If you desire a copy of our response, please contactthe policy owner or his or her representative.If we can be of further assistance, please contact me at the above address or at [redacted], extension [redacted], Monday - Friday, 8:00 a.m. to 4:00 p.m., Eastern Time.Sincerely, [redacted]Senior Resolution SpecialistOffice of ConsumerAffairs

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Thanks for the letter, it does not address or resolve anything. It looks as if Genworth has send me a letter, they usually take 6 weeks to reach me, that is why I requested they respond vis secure e-mail in future.

Review: I just turner 57 yrs old. I've had a policy with Genworth for accidental insurance for 25 years, never filed a claim on them, always paid on time and in full. I was sent a cancellation letter from them. I have tried to contact them for hours on the phone for some explanation and am just shuffled off from one customer service person to another. I can not get to the person that signed the letter or to anyone who decided to implement this cancellation. After all these years and all this money, this seems like a pretty poor way to treat a loyal customer. Yes, I am reaching the age where I might have reason to file on this policy some day, but it sure seems like a rotten move on their part!Desired Settlement: Continue coverage or at the very least sale the policy to another insurance company, at the same rate, that would continue to give my family and I the peace of mind of having accidental insurance. Certainly not just send a letter dropping us like we haven't been good policy holders all these years.

Business

Response:

This will acknowledge receipt of your letter dated March 14, 2014, received by our Office of

Consumer Affairs on March 17, 2014. We respectfully advise that we have no record of

prior receipt of correspondence from you via email or mail, regarding this matter, but assure

you it will receive priority review and response.

Because of privacy concerns, we cannot answer inquiries or complaints to unauthorized

persons or organizations. However, we will address the issues outlined in your

correspondence with the policy owner. If you desire a copy of our response, please contact

the policy owner or his or her representative.

If we can be of further assistance, please contact me at the above address or at [redacted], extension [redacted], Monday through Friday, 8:00 a.m. to 4:00 p,m., Eastern

Time.

Sincerely,

Senior Resolution Specialist

Office of Consumer Affairs

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I respect their privacy policy, but feel they are using it as a shield for their poor handeling of this situation. The only reason they don't want to respond to the Revdex.com is because they are ashamed (or should be) of canceling my policy after all these years of paying into it. When I visited with them on the phone they had no good excuses for why they did this, and they don't want to have to admit it to the Revdex.com. Please contact them again. This time ask them why they canceled all their accidental policy's, not just my specific policy. They will be unable to hide behind the cloak of privacy with that question.Thanks[redacted]

Review: I was contacted by letter from this company, stating they received my inquiry for life insurance, and they would have someone personally contact me about life insurance. I do not know who they are, I at no time contacted them, and wonder how they got my personal information to contact me. I do not wish to be contacted personally by this company that I did not in fact contact.Desired Settlement: I do not want to be contacted in the future by this company and find these sorts of matters unsettling, as I am sure most people do when placed in this type of situation.

Business

Response:

Good afternoon, I understand that the attached response was uploaded to your website on 6/24/2013 by [redacted], the complaint responder. We are sending this again, but would you please call me back at [redacted] and let me kow that you have received this? We will be sending a full response directly to the customer, per our standard procedures.

Thank you,

Review: Mrs. [redacted] has long term care insurance with Genworth financial...they have been delaying payment for reimbursement for aide services to help my wife. The resident coordinator has faxed all the information and has been playing phone tag with the company. She also left message for company rep. to call her back and even gave her cell number to them. No call back within 24 hours as promised.Desired Settlement: Want what is reimbursed to my wife for having these services daily.

Business

Response:

This letter acknowledges our June 3, 2013 receipt of your letter of inquiry dated May 31, 2013.Your correspondence was forwarded to the Claims Technical Unit for research and response, andMr. [redacted] should expect our reply dated within the next 10 business days.If we can be of any further assistance, please contact our Office of Consumer Affairs, bytelephone at ###-###-#### or by Fax at ###-###-####.Sincerely,[redacted]Senior Adjudication SpecialistClaims Services, Genworth Life Insurance Company

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.Payments have been received.Regards,[redacted]

Review: Guarantee of no increase in annual premium was honored by original issuer from 1996-2008. Policy sold in 2008 and new holder of policy has reneged.

My wife and I pourchased long term health care policies from [redacted] in December of 1996, Policy numbers [redacted] and [redacted]. We were guaranteed that premiums would not increase, except in rare and unusual circumstances. The policy language states both. We wanted to avoid being a burden on either our children or the public should we ever need such care and the assurance of consistent annual premiums gave us the comfort that we could continue the policies for the rest of our livesl. [redacted] was good to its word for the next eleven years and did not attempt any increases, which proved to me that we had a "meeting of the minds" in the terms of the contract. In 2007, ** sold the policies to Genworth Life Insurance Company, whose address I have as [redacted], Richmond, Virginia [redacted], tel ###-###-####. Genworth then increased our premium in 2008, and again in 2011 and still again in 2013 for total increases over that five year period of 78%, making us fearful that we could continue to maintain the policies in force. I complained to them in 2011 and to the Arizona Department of Insurance, who regulates them, but received only beaurocratic talking points in response from both. I have complained to them again upon receiving notice of their most recent increase. Their response is simply that they may increase premiums and will continue to do so. My concurrent complaint letter to the Arizona Department of Insurance has yet to be answered. I believe that Genworth has intentionally and illegally misinterpreted the language in the policy allowing for a "limited" right to increase, and has proceeded with increases at will for the purpose of increasing their revenues. I can see no justification for their increases, nor have they offered any, given the fact that there appear to be no significant differences between the 1996-2007 period of time in which [redacted] owned the policies, and the 2008-2013 period in which Genworth owned them. I have also asked the Arizona State Attorney General to investigate the matter.Desired Settlement: Genworth must acknowledge that they are, in fact, very much limited in their right to increase premiums as was intended in the original policy, that they have violated the terms of the policy, and lacking any acceptable justification for their increases, should refund the overpayments of premiums for each year beginning in 2008 to my wife and I, as well as to every other policy holder that they have defrauded.

Business

Response:

This will acknowledge receipt of your letter dated December 30,2013,, received by

Consumer Affairs on January 2, 2014. Our company will address this issue with the

complainant and Mr. [redacted] will receive a response dated within 30 days. Because of

privacy concerns we cannot answer inquiries or complaints to unauthorized persons or

organizations. If you would like a copy of our response, please contact Mr. [redacted].

If we can be of further assistance, please do not hesitate to contact us at the above address.

Sincerely,

Office of Consumer Affairs

Genworth Life lnsurance Company

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. They have continually responded in general terms without addressing the specific issue of their inability to increase rates as they have done (three times in the past five years), while ignoring the advertising material used by their predecessor when we purchased the policies in 1996 which assures that annual premiums will not be increased. Their predecessor had a history of 33 years of honoring that commitment until they sold the policies to Genworth in 2008.

Regards,

Business

Response:

This will acknowledge receipt of your letters dated January 7, 2014 and January 14, 2014,

received by Genworth's Office of Consumer Affairs on January 14, 2014.

While we understand that Mr. [redacted] has signed a release allowing Genworth Life lnsurance

Company to respond directly to the Revdex.com regarding his concerns, it

remains our business practice to respond directly to the complainant, which we did on

December 6, 2013, and January 10, 2014.

It is Mr. [redacted]' decision whether he wants to share copies of our responses with you.

Sincerely,

Office of Consumer Affairs

Genworth Life lnsurance Company

Tel: ###-###-####

Fax: ###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The final response by Genworth is, in fact, no response at all. Their direct responses to me have likewise avoided the issue and have been less than forthcoming. While I do not expect that they will respond again to Revdex.com, I do want the insurance buying public to know of the deceptive advertising and practices of this firm.

Business

Response:

Mr. [redacted]' November 4,2013, letter addressed to Genworth Financial regarding the

upcoming 35% premium rate increase applicable to your Genworth Life Insurance Company

("GLIC") long term care insurance policies (the "Policies") was referred to Genworth's

Office of Consumer Affairs for response. Your Policies bear policy numbers [redacted]

and [redacted], respectively.

In his correspondence, Mr. [redacted] raised several concerns, which we have further addressed

below. Specifically, he:

expressed his opinions about and dissatisfaction with the size of the premium rate

increase, sharing his belief that as the Policies stated GLIC's right to increase

premiums was limited and could not be based on age or health, GLIC has no right to

unjustifiably increase rates;demanded GLIC rescind what he believes is an unjustified rate increase; noted that while ** did not implement any premium increases for the first eleven

years of your Policies, GLIC has increased rates by 78% in five years; shared that you purchased your Policies at a younger age with the understanding that

your premiums would remain at a reasonable level as you aged; questioned whether GLIC was attempting to force you to cancel your Policies, thereby

reducing the comnpany's risk of future claims payments; commented that while you are now living on a fixed income, reducing your benefits is

not a reasonable option as you are more likely to need the coverage; and requested that GLIC share its plan for future premium rate increase.

A. The Change in Corporate Ownership

As an initial matter, regarding Mr. [redacted]' comment that while ** did not implement any

premium increases for the first eleven years of your Policies, GLIC has increased rates by

78% in five years, the rate increase is not associated with the change in corporate ownership

from [redacted] to Genworth Financial, Inc. Regarding the transfer in corporate

ownership of your Policies and changes in corporate ownership names, following is a

summary of the changes that resulted in GLIC being the insurers of your Policies. Prior to

May 24, 2004, GECA, which issued the Policies in the first instance, and its parents, affiliates

and subsidiaries, were part of The [redacted] Company. On May 24,2004, GECA and

certain of its parents, affiliates and subsidiaries were organized as part of an initial public

offering of Genworth Financial, Inc. by The [redacted] Company, which in the

following years divested all of its ownership interest in those entities. As of January 1, 2006,

GECA changed its name to Genworth Life Insurance Company ("GLIC"). In January 2006,

GLIC sent to each of you a Name Change Endorsement, which confirmed that GECA had

changed its name to GLIC. That Name Change Endorsement specifically informed you that:

'No terms, conditions or benefits of your contract, policy or certificate have changed-" There

have not been any changes to your Policies, as a result of the changes in corporate ownership

and name, and the premium rate increase is not associated with the change in corporate

ownership and company name. GLIC's contractual right to seek premium rate increases was

not affected by the January 1, 2006 name change or through any of the transactions described

above. 'We continue to honor the terms of your original contracts.

B. Mr. [redacted]' Dissatisfaction with the Size of the Rate Increase

Under the Policies your premiums cannot be increased based on a change in your individual

circumstances. However, a class-wide premium increase is permitted where the company's

experience with this policy form warrants it. Regarding Mr. [redacted]' belief that the Policies

state GLIC's right to increase premiums was limited and cannot be based on age or health.

that is correct. The rate increase applicable to your Policies is not based on your ages, health,

claims history, or any other individual characteristic. Rather, the increase applies to policies

having benefits similar to those in your Policies, which were issued in Arizona on the same

policy form, and are considered by GLIC and the Arizona Department of Insurance (the

"Department") as part of the same policy class.

Our goal has been to price our long term care insurance policies so that premiums will remain

at original levels for the duration of those policies. However, under certain circumstances, as

set forth in the Policies, a rate increase is warranted. The policy provision permitting

premiums to be increased on a class-wide basis is set forth on page one of the Policies (that

page is called the "Declarations Page"). Specifically, that provision states (bold in original):

WE HAVE A LIMITED RIGHT TO CHAN** PREMIUMS

Your premiums will not increase due to a change in your age or health. 'We can, however,

change your premiums based on your premium class; but only if we change the premiums for

all similar policies issued in the same state and on the same form as this policy. Premium

changes will only be made as of an anniversary of your policy's Effective Date. We must give

you at least 31 days written notice before we change your premiums.

In addition, also on page one of the Policies, under the section entitled "RENEWABILITY:

THIS POLICY IS GUARANTEED RENEWABLE FOR LIFE,'' the Policies state:

"We cannot change any of the terms of this policy on our own, except that, in the future, we may

increase the premiums You pay."

As you may recall, since 2002 we also have routinely mailed to each of you a brochure

entitled, "Important Information About Long Term Care Insurance Premiums," which also

explains that your premiums could be increased on a class-wide basis.

C. The Decision to Increase Premiums

The performance of your class of policies was such that after a careful review we concluded

that a rate increase was warranted. Consistent with the terms of your Policies, this decision

was based on our actuarial experience with the policy form at issue and not upon a change in

your ages, health, claims history, or any other individual characteristics. Our decision to seek

a premium increase was primarily based upon the fact that our policyholders are utilizing

more benefits than was actuarially anticipated when the policy form was originally priced, as

well as our anticipation of higher than expected claims costs in the future.

With respect to Mr. [redacted]' comment that GLIC has no right to unjustifiably increase rates, we

submìtted our specific actuarial justification for the rate increase to the Department on

December 7, 2012,which approved the filing on February 4, 2013. Regarding Mr. [redacted]'

request that GLIC share its plan for future premium rate increases, please note that in

accordance with the terms of your Policies, GLIC reserves the right to change premiums and

it is likely that your premium rate will increase again in the future.

D. Confidentiality of the Actuarial Justification

Unfortunately, we are not able to provide you with further details regarding the actuarial

experience justifying the rate increase as such information is confidential and proprietary

business information. Genworth Life Insurance Company and its predecessors have been

providing long term care insurance coverage for almost 40 years. The significant resources

expended in examining the performance of our policies is sensitive proprietary and

competitive information that would put us at a competitive disadvantage if made public. We

therefore keep this hard-earned information confidential, as we believe others should not be

permitted to gain from our unique experience in order to compete against us.

E. Options are Available to Keep Premiums at Approximately the Same Level

i. You May Reduce Your Benefits to Keep Premiums Level

Regarding Mr. [redacted]' comment that you are now living on a fixed income and his question

about whether GLIC was attempting to force you to cancel your Policies, thereby reducing the

company's risk of future claims payments, this is not the case. In deciding to seek this rate

increase, we were mindful of the difficulty that some of our policyholders might face in

paying a higher premium. While we appreciate Mr. [redacted]' opinion that reducing your

benefits is not a reasonable option, as you are mole likely to need the coverage, we did create

several options for policyholders like you to keep your premium approximately at its current

level. As was explained in the Premium Change Notices (the "Notices") that were mailed to

each of you on or about October 27, 2013, you will be able to keep your premium level

approximately the same by choosing one of several changes to your benefit options, including

reducing the policy's Daily and/or Maximum Benefits Amounts, or increasing the Elimination

Period, or changing the policy's Benefit Inflation Option. The Notices included a toll-free

Customer Service number for you to ask any questions you may have had, and to make the

appropriate changes, if you chose to do so.

The following is information detailing some available options for you to reduce your

Policies' benefits and keep premiums at approximately the same level, as well as the

related premium amounts, including the 35% premium rate increase that will become

effective on your Policies' anniversary dates of December 31, 2013.

Options for [redacted] - [redacted]

Currently Mr. [redacted]' policy has an annual premium of $1,903.10, a Lifetime Benefit Period,

a 100-day Elimination Period, Compound 5% Benefit Increases and a maximum Original

Daily Benefit Amount of $ 100.00 which has inflated to a maximum Current Daily Benefit

Amount of $218.00 (rounded). Effective December 31, 2013 the annual premium for Mr.

[redacted]' Policy will become $2,569.19 and the maximum Current Daily Benefit Amount will

inflate to $229.00 (rounded). Mr. [redacted]' options for reducing his policy benefits and keeping

premiums at approximately the same level include:

Benefit Period / Daily Benefit Annual / Elimination Period / Annual Premium

2,190 Days $229.00 100 Days $2,158.84

1,460 Days $229.00 100 Days $1,748.48

1,095 Days $229.00 100 Days $1,534.38

Unlimited $206.00 100 Days $2,312.27

Unlimited $183.00 100 Days $2,055.35

Unlimited $160.00 100 Days $1,798.43

Mr. [redacted] may reduce his premium by changing from Compound 5% Benefit Increases to

Equal 5% Benefit Increases. Changing this inflation protection would change his maximum

Current Daily Benefit Amount as of December 31,2013 from $229.00 to $185.00. If Mr.

[redacted] chooses to make this change, with no other changes, his new annual premium would be

$2,051.78.

Mr. [redacted] may reduce his premium by changing from Compound 5% Benefit Increases to no

inflation protection. Removing the inflation protection would not change his maximurn

Current Daily Benefit Amount as of December 31, 2013 of $229.00, but would terminate the

annual compound benefit increases that are accruing on his policy. If Mr. [redacted] chooses to

remove this benefit, with no other changes, his new annual premium would be $1,320.27.

Options for [redacted] - [redacted]

Currently Mrs. [redacted]' policy has an annual premium of $2,259.94, a Lifetime Benefit Period,

a 100-day Elimination Period, Compound 5% Benefit Increases and a maximum Original

Daily Benefit Amount of $100.00 which has inflated to a maximum Current Daily Benefit

Amount of $218.00 (rounded). Effective December 31, 2013 the annual premium for Mrs.

[redacted]' Policy will become $3,050.92 and the maximum Current Daily Benefit Amount will

inflate to $229.00 (rounded). Mrs. [redacted]' options for reducing her policy benefits and

keeping premiums at approximately the same level include:

Benefit Period / Daily Benefit Amount / Elimination Period / Annual Premium

2.190 Days $229.00 100 Days $2,569.19

1,460 Days $229.00 100 Days $2,087.46

1,095 Days $229.00 100 Days $1,819.84

Unlimited $206.00 100 Days $2.745.82

Unlimited $183.00 100 Days $2,440.73

Unlimited $160.00 100 Days $2,135.65

Mrs. [redacted] may reduce her premium by changing from Compound 5% Benefit Increases to

Equal 5% Benefit Increases. Changing this inflation protection would change her maximum

Current Daily Benefit Amount as of December 31, 2013 from $229.00 to $185.00. If Mrs.

[redacted] chooses to make this change, with no other changes, her new annual premium would be

$2,553.50.

Mrs. [redacted] may reduce her premium by changing from Compound 5% Benefit Increases to

no inflation protection. Removing the inflation protection would not change her maximum

Current Daily Benefit Amount as of December 31, 2013 of $229.00, but would terminate the

annual compound benefit increases that are accruing on her policy. If Mrs. [redacted] chooses to

remove this benefit, with no other changes, her new annual premium would be $1,605.74.

Please note that if the Daily Benefit Amount and/or the Benefit Period are reduced, the Policy

Maximum will automatically be reduced as well, as the Policy Maximum is a function of the

Daily Benefit Amount and the Benefit Period. In addition, other benefits may be

proportionately reduced. The Policy Maximum is not net of any benefits paid or payable.

Benefits are payable only when you are benefits eligible and meet the Policies' provisions.

We refer you to your Policies for their specific provisions.

ii. You May Elect the Limited Nonforfeiture Option

In addition to providing options to reduce benefits in order to keep premiums approximately

the same, we also offered a Limited Nonforfeiture Option as a courtesy and at no additional

cost to policyholders like you. A Limited Nonforfeiture Option allows the policyholder to

have a paid-up long term care insurance policy with benefits equal to the total of premium

paid by the insured, less any claims paid. The Limited Nonforfeiture Option is available to

policyholders for 120 days after their next Billing Anniversary Date on which the premium

rate increase will become effective. The premium rate increase to your Policies will become

effective on December 31, 2013.

If you have any questions regarding these options, please call Customer Service toll-free at

###-###-####. A Customer Service Representative will be available to assist you Monday

through Friday, 9:00 a.m. to 8:00 p,m., Eastern Time.

F. Long Term Care Insurance is Priced Based on Attained Age

In regard to Mr. [redacted]' comment that you purchased your Policies at a younger age with the

understanding that your premiums would remain at a reasonable level as you aged,

Genworth's long term care insurance products are priced to include attained age premium

rates. Therefore, in general, the older a policyholder is at the time of purchase, the higher the

premium rates for the same levels of insurance coverage. In addition, newer policy

generations with benefits similar to those provided for in your policies have been priced to

include higher premium rates which account for, in part, changes in our experience over time.

Given these considerations, you succeeded in locking in a lower premium for the coverage

you selected. Had you waited to purchase coverage a later attained age and/or a new

product generation, your premiums would have been higher for the same or similar levels of

coverage.

G. The Benefits Your Policies Can Pay Far Exceed the Premiums You Have Paid

We note that currently Mr. [redacted] has paid a total of $25,924.60 and Mrs. [redacted] has paid a

total of $30,785.48 in premiums and as of December 31, 2013 your Policies can pay up to a

maximum Current Daily Benefit Amount of $229.23 for an Unlimited Benefit Period, should

you become eligible for benefits and meet the Policies' provisions. If either of you were to

become eligible for benefits in the future, it would only take 114 days of benefit payments for

Mr. [redacted] and 135 days of benefits payments for Mrs. [redacted] at your maximum Current Daily

Benefit Amount as of December 31, 2013 of $229.23 before GLIC will have paid you the full

amount of the premiums you have paid to date. Moreover, GLIC would continue to pay you

benefits thereafter for an unlimited time period so long as you remain benefits eligible and

meet the Policies' provisions. In addition, when you meet the requirements of the Waiver of

Premium provision of your Policies, no further premium payments are due, so long as you

remain benefits eligible and meet the Policies provisions. Furthermore, as you purchased the

Annual 5% Compound Benefit Increases, your maximum Daily Benefit Amounts will

continue to increase so long as the Policies remain fully in force with this Benefit, including

when you are on claim for benefits.

We encourage you to keep your valuable coverage in force and want you to know that we are

committed to being here for you should you have a claim for covered benefits. We have paid

more than $9.8 billion in benefits to over 190,000 claimants in our nearly 40 years in business

as a long term care insurance provider, and continue to fulfill our commitments through our

provision of more than $5.2 million in claims payments each business day on average.

We hope you find that this letter was helpful and adequately addressed your questions and

concerns. If you have any further questions, please feel free to contact this Office.

Sincerely, [redacted]

Director, Office of Consumer Affairs

Genworth Life Ilsurance Company

Tel: ###-###-####

Fax: ###-###-####

Review: I purchased a Whole life insurance policy through Federal Home and Life Insurance in September, 1988. I had faithfully made payroll deductions toward this policy for the past 20 plus years. I had requested three separate loans from my policy that totaled $3,000.00. These loans were never paid back and escalated interest rates were applied to these loans and Genworth Life and Annuity bought out Federal Home and Life Insurance and Genworth is charging me $11,000.00 to pay off and original $3,000.00 loan. In addition they have taken all my cash value amount that I accumulated to apply toward the loan and are threatening to terminate my policy by age 58 and 9 months because there is no more cash value to take. I am currenly retired as of January 31, 2013. I have paid Genworth $371,00 toward the outstanding loan balance. In addition I have authorized them to make monthly withdrawal payments from my bank accoun to be applied for future premiums. I will be 58 on September, 2013 and I do not want to loose my insurance polic as this is the only securit I have to give to m five children.Desired Settlement: I would like my cash value restored minus the balance of the originalloan amount that I owe them and for them to stop applying these outrageous interest charges and the face value of my policy sustained and maintained

Business

Response:

Thank you for your correspondence received in our office on May 31,2013, regarding a complaint you received from [redacted]. In Ms. [redacted]'s complaint, she expresses concern that she will lose her life insurance policy because her cash value has been consumed by the loan interest. She requests the cash value minus the balance of the orginal loans she took to be restored. We respectfully offer the following response to your inquiry.On April 21, 2013, our office also received a correspondence from Ms. [redacted] expressing the aforementioned concerns. We mailed a letter to her on May 9, 2013, addressing these concerns. As of today, we have not received any additional information from Mrs. [redacted] which would cause us to change our position regarding this matter.Because of privacy concerns, we cannot answer inquires or complaints to unauthorized persons or organizations. If you desire a copy of our response, please contact the policy owner or his or her representative.If we can be of further assistance, please contact me direct at the above-listed address or at ###-###-####, extension [redacted], Monday - Friday, 8:00 a.m. to 4:00 p.m., Eastern Time.Sincerely,[redacted]Senior Resolution SpecialistOffice of Consumer Affairs.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I took a loan out on three separate occasions that totaled less than $3,,000.00; this insurance company has applied outrageous interest fees annually and have me owing to date over $10,000.00 and by November, 2013 this loan will have escalatedo $11,000.00 plus dollars with additional interest fees of over $700.00 plus dollars if this loan is not paid. I am forced to take out a loan that I really cannot afford to pay in order to not lose this policy I have paid into for over twenty years. This insurance company and its unwillingness to compromise with me is causing me physical hardship and unreast at age 57. Respectfully submitted, [redacted]