Reviews

This profile includes reviews for Genworth Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Genworth Financial

  3100 Albert Lankford Drive Lynchburg, VA 24501

• 

  Genworth Financial

  10719 PO Box Lynchburg, VA 24506

• 

  Genworth Financial

  700 Main St Lynchburg, VA 24504-1448

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  Genworth Financial

  3315 Old Forest Rd Lynchburg, VA 24501-2912

Review Details

• Review fromRichard S

  Date: 01/17/2025

  1 star
  After paying over 17 years for my 30 year term policy my auto pay changed without my knowledge and when attempting to fix the issue was told technical difficulties didn't allow my inquiry.Seems as though there is something criminal going on. Endless hours and broken policy promises are suspicious at best
  Beware of Genworth !

  Genworth Financial

  Date: 01/21/2025

  Dear Mr. Richard *****,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at ****************************.
  Sincerely,
  Rachel ******** Genworth
  Office of Consumer Affairs
  **** *** ***** ********* ** ***** *** ******** **************** 

• Review fromJason M

  Date: 01/14/2025

  1 star
  Genworth it seems you are deliberately trying to make access to my policy difficult. Having been a customer for over 10 years (however I believe you may have acquired the business from previous company). You have cancelled my auto draft payments that were made quarterly creating chaos and confusion which seems to be your goal. After this you now have made my policy unavailable to access online ( we are in the year 2025 I cannot believe this) What is your motives in all these changes are you trying to remove active paid policies? This seems like a criminal scheme. I am going to be contacting my state attorney general along with my senator and congressman demanding an investigation into your shady business practices. Why wouldn't you make it easy for your customers to service and pay there policy unless you were trying to sneakily remove them from your potential liabilities. I am extremely disappointed in your process and your changes which were never an issue until the last year.

  Genworth Financial

  Date: 01/15/2025

  Dear Jason ********,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at [email protected].
  Sincerely,
  Rachel ******** 
  Genworth
  Office of Consumer Affairs
  **** *** ***** ********* ** ***** *** ******** **************** 

• Review fromClarissa C

  Date: 12/09/2024

  1 star
  Terrible service. After 20 years of being a customer and paying premiums, and 30 min on with their customer service, I have to report that they were unhelpful and unreasonable -- meaning, they could not provide me with a payment schedule for the next 10 years as my initial term was expiring. I will never use this company again and believe that BBB should inform the local AG's office about how non-consumer friendly they are judging from all the other 1 star reviews.

  Genworth Financial

  Date: 12/10/2024

  Dear BBB,
  Thank you for your December 9, 2024 correspondence.
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.
  If we can be of any further assistance, please contact our office at ************************************.
  Sincerely,
  ****** ******** 
  Genworth
  Office of Consumer Affairs
  ** *** ***** ********* ** ***** *** ******** ****************

• Review fromJames T

  Date: 12/02/2024

  1 star
  It appears Genworth could not care less about poor reviews.
  I'll spare everyone the details. Suffice to say I called about updating some info and by the end of the call I had cancelled my policy.
  Well, not exactly cancelled. The rep told me she would stop the monthly drafts, and I would get a bill, and then if I ignored the bill the policy would be cancelled.
  THIS is exactly the kind of BS that led to my wanting to cancel! Everything is a runaround. I wasn't even filing a claim, just trying to update info. I can only imagine the headaches they would give my family if they tried to get paid upon my death.

  Genworth Financial

  Date: 12/03/2024

  Dear BBB,
  Thank you for your 12/3/2024 correspondence.
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.
  If we can be of any further assistance, please contact our office at ************************************.
  Sincerely,
  ****** ******** Genworth
  Office of Consumer Affairs
  ** *** ***** ********* ** ***** *** ******** ****************

• Review fromBarry K

  Date: 10/20/2024

  1 star
  If there was a lower rating I would have given this company it, Starting in May I have dealt with Genworth life about a policy I opened and and have been paying premiums on for over 25 years. My wife and I seperated around 20 years her funds to keep the my policy open because she was the benificery. She is now not doing well and I wanted to take over the payments directly. I have called the incompatent customer service over 10 times and have been assured 3 times that everything was taken care of., but they charged her account again. I am 72y/o and never in my life have dealt with such perfected customer service.

  Genworth Financial

  Date: 10/22/2024

  Dear Barry ******,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at ****************************.
  Sincerely,
  Rachel ******** Genworth
  Office of Consumer Affairs **** *** ***** ********* ** ***** *** ******** ****************

• Review fromLisa B

  Date: 10/15/2024

  1 star
  I have had life insurance with them for around five years, but this is the first time that I needed to speak to someone to change my payment method. First, I was on hold for 20 minutes then I spoke to Richard Who is not only unhelpful by the very rude. I don’t understand why people have to be rude. I asked him to speak to someone else he told me I couldn’t speak to anyone else and that I would receive a callback which I never received. Terrible customer service!

  Genworth Financial

  Date: 10/16/2024

  Dear Lisa ***,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at ****************************.
  Sincerely,
  Rachel ******** Genworth
  Office of Consumer Affairs
  **** *** ***** ********* ** ***** *** ******** **************** 

• Review fromColleen J

  Date: 09/02/2024

  1 star
  Genworth Team,
  I am writing to share my concerns regarding the Claims Submission process. As the child of an ailing parent, and a professional in technology with an MBA, I found it unexpectedly difficult to submit documents for reimbursement. Despite my background, it took me nearly an hour to submit just five documents. Here’s a summary of my experience:
  PDF Submission: My initial attempt was to streamline the process by submitting all five documents as a single PDF. Unfortunately, this overwhelmed your system.
  JPEG Uploads: I then tried submitting the documents as JPEG files, a file type listed as acceptable. However, I encountered issues with the system's inability to handle JPEG downloads.
  Individual PDF Submissions: My final attempt involved creating and submitting five separate PDFs, one for each document. Even then, the lack of a tracking system for submissions led to multiple duplicates, creating additional work for your staff to sort through.
  These challenges suggest that the process may be overly complicated for customers, especially those who may not have a technical background. I hope this feedback can be used to improve the efficiency and user-friendliness of the Claims Submission process, benefiting both customers and your staff.
  Thank you for your attention to this matter.

  Genworth Financial

  Date: 09/03/2024

  Dear BBB,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at ****************************.
  Sincerely,
  ****** ******** Genworth
  Office of Consumer Affairs
  **** *** ***** ********* ** ***** *** ******** 
  **************** 

• Review fromClaudia R

  Date: 07/15/2024

  1 star
  I have had a life insurance policy since 1991. Through the years, the company has changed hands several times. The last time they changed was to Genworth.
  It is impossible to speak with anyone with knowledge at Genworth. Plus the use off shore customer service that is typical……they don’t know anything except what is their script AND not one of them speak decent English.
  I have been trying to get connected with someone with knowledge for months now. Either they have no one with knowledge and they just keep transferring the call until the call drops OR they don’t want to help thei customers.
  BAD BAD BAD COMPANY.

  Genworth Financial

  Date: 07/16/2024

  Dear Claudia ******,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at ****************************.
  Sincerely,
  Rachel ********  Genworth Office of Consumer Affairs
  **** *** ***** ********* ** ***** *** ******** ****************

• Review fromStephen G

  Date: 07/05/2024

  1 star
  If I could leave 0 stars I would. I wanted to cancel my long-term care policy with this company. They made it virtually impossible. The first person I talked to in May 2024 told me to simply send an email. I did, and received a letter back a month later saying they could not cancel it because I had not signed and dated the request. It would have been nice if the customer service rep had told me that. I signed and dated a request, and received a letter that the policy had been cancelled -- then received another letter stating to ignore the previous letter. The company not only continued to withdraw money from my bank account monthly, it actually took more money than previously. This company has terrible customer service, worst I've ever seen.

  Genworth Financial

  Date: 07/08/2024

  Dear Mr. ****,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at ***************************** 
  Sincerely,
  ****** ** Genworth
  Office of Consumer Affairs

• Review fromMeggan C

  Date: 06/22/2024

  1 star
  Can I rate them a zero? I have had my life insurance policy with Genworth since 2010 and the last year has been unbearably bad. They debited my life insurance policy twice last year and told me when I called that they could not reverse it . Since I cannot afford to pay two policies, I called ***** to put a hold on one of the payments. Then, without notice and a month later, they sent a check for one of the policy payments to my ex husband. I immediately called ***** to reverse the claim and then called Genworth to let them know. The agent spoke over me, told me many times that I was wrong and did not listen to a word that I was saying. I asked for a supervisor and she hung up on me (it was not a transfer, she said goodbye). At that time, I had spent over 10 hours dealing with this problem that Genworth caused. Now, 8 months later, I just received a letter saying I am in default and need to pay my premium now (June) AND in October, the premium due date. I am flabbergasted and my hands are tied since I have had this policy for 15 years and cannot get another one like it. Dismayed and beyond annoyed to be connected to this company who holds my daughter's benefits, if I die, in their hands. There are so many things wrong with this company and the way they operate, I cannot believe they are still in business. If I could change companies, I would-in a heartbeat!

  Genworth Financial

  Date: 06/24/2024

  Dear Meggan **********,
  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 will review this matter and our response will be sent to the policy owner or his or her authorized representative directly.
  If we can be of any further assistance, please contact our office at ****************************.
  Sincerely,
  Katherine ***** ******** ****** ** ******** ******* **** *** ***** ********* ** ***** *** ******** ****************