Genworth Financial

Review: I have held a life insurance policy for 13 years. Approximately 2 weeks prior to my next payment (9/16/13), I received a notice my premiums were increasing considerably. I called to discuss this, was informed there was nothing they could do. The verbal recording stated my surrender balance was $545.04 as of 8/16/13. When I contacted them to cancel the policy and send me this amount, they had 'already' taken out their premium payment for September, decreasing my surrender balance to $455.xx. I advised them I did not wish to continue the policy through 9/16/13, but I had no choice. The premium was already paid, they will NOT refund that amount, therefore I have to be satisfied with the $455.xx instead of the amount quoted to me by the automated device. I was only given 2 weeks notice of the increase, then received a bill which was almost tripled, then was cheated out of an additional premium payment. How can they do this? I did not wish to pay for another month's coverage on this policy, but was told I had no choice and I would not receive that amount back.Desired Settlement: I am positive the desired outcome will not be achieved, but if it were, I'd like to have been given a written letter giving me at least 3, 6, or 12 months notice before a premium increase....not 2 weeks and not in the form of a scheduled payment series. I would at least like to get the full amount the automated teller tells me I am entitled to at this point, which was the $545.04. This policy is for my mother. My policy also matures this year, but I was given a year's notice of the increase of payment...not 2 weeks.

Business

Response:

Dear Ms. [redacted]: Thank you for your correspondence received in our office on September 23,2013, regardinga complaint you received from[redacted] ln Ms. [redacted]'s complaint, she expressesconcern that the amount received upon surrendering the policy was less than she wasoriginally quoted by our lnteractive Voice Recognition (lVR) system. She requests we honorthe amount quoted on lVR. We respectfully offer the following 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 policy owner. lf you desire a copy of our response, please contactthe policy owner or his or her representative. lf we can be of further assistance, please contact me direct at the above-listed address or at[redacted], Monday through 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. The only response I received from them was via phone when I called to ask them to honor my request. Their response was simply "No". Their excuse to me was it was an error on the automated response system and it had not had time to update. However, each time I called, I was given the same, higher amount. They were not concerned this machine was continuing to provide false information, or they would have fixed it. If they cannot fix a glitch in their system, why should the customers be expected to be told one thing by a "representative" of the company, only to have the next voice on the line, another representative, tell you that is incorrect. I feel they should be required to honor the amount quoted to a customer, whether it is quoted in person, via phone, or via automated response systems. Where does the customer's "fairness" come into play? [redacted]

Business

Response:

Thank you for your correspondence received in our office on October 14, 2013, regarding a complaint you received from [redacted]. In Ms. [redacted]'s complaint, she states theresolution we proposed is not satisfactory to her. We respectfully offer the followingresponse to your inquiry. We mailed a letter to Ms. [redacted] on October 18, 2013, addressing these concerns. As of today, we have not received any additional information from her which would cause us tochange our position regarding this matter. 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 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 434 948.5061, Monday through Friday, 8:00 a.m. to 4:00 p.m., Eastern Time. Sincerely, [redacted]Senior Resolution SpecialistOffice of Consumer Affairs

Consumer

Response:

I have NOT received any letter from Genworth so I cannot accept their offer, as I do not know what they were willing to do or not do. Regards,[redacted]

Review: Since April 2014 I have requested that my policy be cancelled and my funds surrendered to me. I have contacted them 6 different times.

Since April 2014, I have tried surrendering my policy to no avail. I have spoken with [redacted], on May 29, 2014, [redacted] on 7-3-14, [redacted] on 7-8-14, [redacted] 7-15-14 and [redacted] on 7/16/14. I had written on the fax cover that I faxed to Genworth Insurance Company per [redacted]'s request, to call me when you received the information. I was never called. I have asked for your assistance to complete the form, to no avail. I strongly believe Genworth Insurance is in need of assistance, especially in the Customer Service area.

I am beginning to feel your organization is committing fraud by keeping my funds. I have no choice but to contact the US Attorney General's Office and request their assistance, which I will on Thursday, 7/17/14, if I have not heard from you by then. Today I called and spoke with [redacted] who told me it takes 48 hours to receive my fax that I faxed yesterday again.Desired Settlement: Genworth to send me my full amount of funds owed to me from my policy.

Business

Response:

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],ext .[redacted], Monday through Friday, 8:30 a.m. to 4:30 p.m., Eastern Time.

Sincerely,

[redacted]

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.

Attached is a release form so that the complaint can be discussed through the Revdex.com system.

Regards,

Business

Response:

Dear Mr. [redacted]:

We are in receipt of your email dated July 15, 2014 and your letter dated July 16, 2014

regard the above-referenced policy. Thank you for the opportunity to respond to your

concerns.

Policy [redacted]

This policy is a Single Premium Endowment policy issued effective May 18, 1987 by

[redacted] Life Insurance Company.

Provided below is a brief timeline regarding the request submitted

. April 7, 2014 - received a Surrender, loan or withdrawal authorization request

. April 8, 2014 - a letter was mailed to you advising that only one option should be

selected. A new form was mailed out to be completed.

. May 29, 2014 - you contacted our Customer Service Center and advised you

had not received our April 8, 2014 letter. You were advised how to complete the

new form.

. May 29, 2014 - you contacted our Customer Service Center regarding your fax.

We advised we would call you when it was received. You stated it was okay to

leave a message.

. May 30, 2014 - Customer Service Center called you and left a message. We

advised you that we had only received the first page and we needed the

complete form returned.

. June 3,2014 - received a Surrender, loan or withdrawal authorization in which

only page one was completed.

. June 4,2014 - a letter was mailed to you advising that we needed the full

surrender form to be completed with all information.

. June 30, 2014 - you contacted our Customer Service Center regarding your

surrender. We advised we would review the received forms again.

. July 3, 2014 - you contacted our Customer Service Center. You were advised to

call for assistance when you were completing the forms.

. July 8, 2014 - you contacted our Customer Service Center and requested to

speak to [redacted]. As she was not available, we advised we would contact you on

your cell phone.

. July 15, 2014 - you contacted our Customer Service Center and declined to

leave a message for either representative you requested. You stated you had

faxed your surrender forms and you were advised it could take 24 hours to view

the fax.

. July 16, 2014 - you contacted our Customer Service Center and were advised

we did not have the fax and that it could take 24-48 hours to view it.

. July 17, 2014 - I left a voice message for you advising we had not received your

completed surrender forms and gave you a new fax number to send the forms to.

. July 17 , 2014 - received your completed surrender forms and processed a full

surrender.

. July 18, 2014 - a check was mailed for $3,194.78 representing the surrender

value of your policy.

Please accept our apologies if this process felt cumbersome and frustrating. We are

reviewing the above events for opportunities to improve the process going forward.

We trust this information and explanation is fully responsive to your inquiry, and hope

that the resolution provided addresses all of your concerns. Please direct any follow-up

questions regarding this response to my attention at [redacted]; Lincoln,

Nebraska 68521. My telephone number is ###-###-#### and my fax

number is ###-###-####.

Sincerely,

Compliance

Review: My wife, [redacted], and I made an application to Genworth in October, 2013 to try and purchase long term care insurance. We submitted to medical exams with the proviso that copies of all medical reports and information be returned to us. On November 19, I wrote Underwriting Manager, [redacted], at the above address, requesting copies of all medical information and reports obtained by Genworth. As of this date, there has been no response by Genworth and Genworth has not forwarded our medical information.Please follow up with Genworth so that we will be provided with the medical reports and information Genworth obtained during our medical exams.[redacted]Desired Settlement: Return of copies of all medical reports and information obtained by Genworth regarding the medical exams Genworth required for my wife and I to apply for long term coverage.

Business

Response:

This will acknowledge receipt of your letter dated December 16,2013, received by our Office

of Consumer Affairs on December 18, 2013.

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 policyholder. lf you desire a copy of our response, please contact

the policyholder or his or her representative.

lf we can be of further assistance, please contact me at the above address or at [redacted], Monday through Friday, 8:30 a.m. to 5:00 p.m., Eastern Time.

Sincerely,

Operations Coordinator

Office 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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Received all the medical reports and information on 12/23.

Regards,