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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
No. However, your personal claim information (health and financial) is accessible only by designated legal representatives, unless otherwise granted (see immediately below).
You, or your legal representative, may complete a Genworth Authorization to Release Information form. However, the individual(s) you name may not direct the handling of your claim or access your online claim information.
It varies by the type of coverage purchased. Policies or certificates may provide coverage for care or services received in a nursing home, an assisted living facility, or in a home or alternate care setting. For specific coverage, a review of your policy or certificate is necessary.
No. A claim should be initiated as soon as you begin, or are within two weeks of, receiving care or services.
Genworth usually makes a claim decision within 30 days of receiving all required information needed to complete the evaluation process.
Authorization to Release Information
It depends. Additional documentation may be necessary to make an accurate determination of benefit eligibility, which may include, among possible others:
Claim forms and any requested information may be mailed or faxed to Genworth. All information must include the assigned claim number and your full name.
Genworth Long Term Care Claims
P. O. Box 40007
Lynchburg, VA 24506-9939
Each claim is assigned to a trained Long Term Care Claim Associate.
Facilities must meet specific requirements and therefore, each facility must be evaluated individually to determine if the policy or certificate requirements are satisfied.
You, or your representative, may contact Genworth, before moving to a facility, to ask that a facility be reviewed for satisfaction of the policy or certificate’s specific requirements.
After reaching a benefit eligibility determination, the claim associate will contact you, or your personal representative, by letter or telephone to discuss the decision made, and to answer any related questions.
Yes. However, if it is determined that the services are not covered under the policy or certificate, or that an Elimination or Deductible Period must be satisfied prior to services being covered, you would be fully responsible for the expenses incurred.
Some policies and certificates include the option of using Privileged Care Coordination® Services, provided by either a registered nurse or social worker, employed by an agency that has been designated by Genworth.
When a claim is opened, a Privileged Care Coordinator will contact you, or your personal representative, to schedule an initial assessment with an assessing nurse.
The Privileged Care Coordinator will then work with the assessing nurse to develop your personalized Plan of Care for you and, depending upon your care needs and policy or certificate’s eligibility requirements, may also provide a Chronically Ill Certification.
Based on your specific policy or certificate, Privileged Care Coordination® Services may include:
Please note: Depending on the coverage purchased by you, the Home Care Benefit may require a Plan of Care developed by a Privileged Care Coordinator or payment of some or all of the charges incurred for Privileged Care Coordination® Services from the policy benefits. For specific details regarding the requirements of the policy, contact a Policy Holder Services representatives at 800.456.7766, or if you have a current claim opened, please contact Genworth Claims at 800.876.4582.
It depends. Billing statements are generally required for all services or items that are considered for reimbursement under a Long Term Care Reimbursement policy or certificate, as well as services that are considered under an Indemnity policy’s Home and Community Care Rider, if purchased by you.
After the policy or certificate’s Elimination Period, if applicable, has been met, and while you remain benefit eligible, benefit payments for covered care will begin. The initial benefit payment is usually processed within 30 business days following satisfaction of the Elimination Period.
It depends. Benefits payments are issued based on the specific provisions of your policy or certificate. Therefore, among other things, a full review of your care needs, at the time services were received, must be completed before an eligibility decision can be determined. The policy or certificate may also specify certain timely filing requirements.
Benefit payments are typically mailed to you in the form of a check. However, Genworth may electronically issue benefit payments into a bank account - designated in an acceptable Electronic Benefit Payment form - that names you as an account holder.
Benefit payments are typically paid directly you. However, Genworth may issue benefit payments to certain care providers designated by an acceptable Assignment of Benefits.
Yes. Genworth will mail an Explanation of Benefits to you with each benefit payment issued.
It depends. Waiver of Premium may not be effective immediately, may not be available with all policies, certificates, or benefits, and may have state-specific requirements if available. It may also depend on your required Elimination Period, and whether or not any payments have been made. For specific Waiver of Premium information, a review of your purchased policy or certificate is necessary.
Yes. However, to avoid delays, you, or your personal representative, should call Genworth as soon as it is known that a change in care level is expected. A new eligibility may be required for benefits to continue.
To request a claim closure, you should call 800.876.4582.
To report an Insured person’s death call 800.876.4582.
Any remaining benefits are generally paid to the Insured’s Estate.
No. At the time of death, beneficiaries are not entitled to any Long term care insurance policy or certificate’s remaining maximum balance, other than any amounts for eligible care which have not yet been reviewed and paid.
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.