Monday - Thursday 8:30 AM - 6 PM
Friday 9 AM - 6 PM ET
Fax your documents to 888 557.5526
USPS Mailing Address
Long Term Care Claims
P.O. Box 40007
Lynchburg, VA 24506-9939
FedEx and UPS Mailing Address
Long Term Care Claims
3100 Albert Lankford Drive
Lynchburg, VA 24501-5822
Activities of Daily Living (ADLs): Routine activities that people tend do everyday. There are six basic ADLs: eating, bathing, dressing, toileting, transferring and continence. Please be aware that not all policies and certificates recognize all of these basic ADLs while some may recognize others. The individual policy or certificate will outline which specific ADLs may be considered as benefit criteria.
Acute Care: Active, short-term, treatment for a severe injury or episode of illness, an urgent medical condition, or during recovery from surgery. Acute care may include emergency care, intensive care, rehabilitation care and other general care, and is generally not covered by a Long Term Care policy or certificate.
Attorney-in-Fact: A person who is authorized to perform business-related transactions on behalf of someone else (the principal). To become someone's Attorney-in-Fact, a person must have the principal sign a legal power of attorney document.
Benefit Amount (Daily/Monthly): The daily or monthly maximum amount of money you selected when purchasing the Long Term Care policy or certificate, plus any inflationary increases that were chosen.
Benefit Multiplier: Used to calculate the benefit period in number of days. For example, if you purchased a “two-year” policy or certificate which pays up to $100 per day, the policy or certificate is valued at $73,000 (number of days in two years (730) x dollars per day). The benefits available can potentially last longer if the full Benefit Amount is not used each day.
Care Coordinator: A licensed health care practitioner employed by a care coordination organization to, among other services, complete a face-to-face assessment of your need for Long Term Care services, develop a written Plan of Care, and/or monitor the delivery of care provided to you.
Caregiver: A person who helps another individual with Activities of Daily Living or with respect to needs based on their Cognitive Impairment.
Claim Associate: The Claims representative who will work with you, or your personal representative, throughout the claim process, including the initial eligibility evaluation, the review of benefit payments, and periodic eligibility reviews.
Cognitive Impairment: The deterioration in or loss of intellectual capacity which affects short-term or long-term memory; orientation as to person, place, or time; or deductive/abstract reasoning.
Custodial Care: Non-skilled personal care provided to an individual, such as assistance with Activities of Daily Living.
Customer Service Representative (CSR): The Claims representative who, along with the Claim Associate, may assist you, or your personal representative, with claim related questions.
Dates of Service (DOS): The days that you received covered care that are applied to the Elimination Period or considered for benefit payments.
Electronic Funds Transfer (EFT): A written request, submitted with specific account information, which allows benefit payments to be electronically sent to a bank account.
Elimination Period: The number of days you selected, at the time of application, in which expenses for covered care and services will not be paid.
Health Care Power of Attorney: A person who is authorized to perform health-related transactions, and to receive health-related information, on behalf of someone else.
Health Insurance Portability and Accountability Act (HIPAA): Federal legislation that regulates the use and disclosure of Protected Health Information (PHI).
Insured: A person covered by a Long Term Care Insurance policy or certificate.
Intake Associate: The Claims representative who works with you, or your personal representative, to address initial medical, policy or certificate questions, and who will assist in opening your claim.
Lifetime Maximum Benefit: The total monetary allowance available to you under the Long Term Care policy or certificate for covered Long Term Care services.
Medicaid: The joint federal and state program that helps with medical costs for some people with low incomes and limited resources.
Medicare: A federal health insurance program for persons age 65 and older and certain physically challenged individuals. It may pay for certain Long Term Care services under limited circumstances.
Notice of Claim: When you, or your representative, notifies Genworth of the intent to file a claim for benefits.
Our financial products are offered/underwritten by one or more of the following:
Genworth Life and Annuity Insurance Company; Genworth Life Insurance Company; Genworth Life Insurance Company of New York (only Genworth Life Insurance Company of New York is admitted in and conducts business in New York); Genworth Mortgage Insurance Corporation; Genworth Financial Mortgage Insurance Pty Limited; Genworth Financial Mortgage Insurance Limited; Genworth Residential Mortgage Insurance Corporation of NC; Genworth Financial Assurance Corporation.