LTC Claim Process

LTC Claim Evaluation Process

Genworth Guide to Making a Claim

The Claims Process evaluation contains two steps, the initial assessment and the eligibility review process

For more information on each procedure click below:

Do you have a Reimbursement or Indemnity policy or certificate?
It is important to know the type of policy or certificate you have because the claim’s evaluation and benefit payment process may differ. Enter the first three characters of the Genworth Long Term Care (LTC) policy or certificate in the box below to find out the policy or certificate type.

Not sure what type of policy/certificate you have?

If you have access to your policy/certificate number, you can enter in the first three letters or numbers of your policy/certificate below:

To manage your policy/certificate or claim online

Contact LTC Claims:

Monday – Thursday:
8:30 AM – 6 PM ET,
9 AM – 6 PM ET

Fax Number
Fax your documents to 888.557.5526

LTCI Claims Invoice Email

LTCI Document Review Email

USPS Mailing Address
Genworth Financial
Long Term Care Claims
P.O. Box 40007
Lynchburg, VA 24506

FedEx and UPS Mailing Address
Genworth Financial
Long Term Care Claims
3100 Albert Lankford Drive
Lynchburg, VA 24501

Reimbursement Policy or Certificates:
During each benefit payment review, the claim associate will consider the services or items submitted for reimbursement, as well as the available coverage and your Plan of Care. Covered expenses are then reimbursed up to the policy or certificate's coverage limits.

Eligible benefit payments will generally be made within 20 business days of receipt of in good order long term care invoices.

Please note: These policies reimburse for services that have already been performed. Therefore, if the facility bills in advance for the month, the policy will not reimburse for those services until that month has passed.

Indemnity Policy:
During each benefit payment review, the claim associate confirms the services received, as well as the policy's available coverage, then issues a benefit payment, in an amount equal to the applicable benefit.

Please note: If you purchased a Home or Community Care Rider with the Indemnity policy, benefit payments subject to that Rider are reviewed based on the reimbursement payment process.

Benefit payments are typically issued once per month, on or around the same date, and are paid directly to you or a Provider designated by an acceptable Assignment of Eligible Benefits.

Please note: Genworth no longer sells indemnity policies.

206401E1C 09/12/23