Frequently Asked Questions

Genworth FAQs: Life Insurance, Long Term Care Insurance and Annuity

Get answers to frequently asked questions about long term care insurance, life insurance and annuities at Genworth. Find insurance and annuity information around Genworth policies, billing/payments and customer service. At Genworth, we focus on our strengths and leverage our experience to provide products, services and resources that provide financial security to people’s lives, families and their future.


Life Insurance
Web Related

How do I register a policy online?

Registration is easy. Policy owners will need their policy number and Social Security Number to register, which is required to authorize access. And they simply need to follow the step by step instructions provided on the site registration page.

*Note: At this time corporate owners and joint owners are unable to register for online access.

How do I link multiple policies?

Once you log in, the system will check for all policies where you are the owner and will automatically link them. If you are not the owner of a policy, you will not be able to link them together.

*Note: At this time you cannot link a spouse’s policy to your online access. Your spouse will need to register their policy online separately.

How do I know if I am already registered online?

If you believe you already registered for online access and simply forgot your username, use the Forgot Username tool to retrieve it. Then you can login as usual. If you require technical assistance, call our Consumer Web Support Team at 1.800.404.2956, Monday – Thursday, 8:30 AM – 6 PM ET and Friday, 9 AM – 6 PM ET.


Customer Service

How do I contact the Life Customer Service Department?

Phone: Life Customer Service Representatives are available to assist you by calling us toll-free at 1.888.325.5433, Monday through Thursday, 8:30 AM - 6 PM, or Friday, 9 AM - 6 PM, Eastern Time.

Mail: If you prefer, you may send an inquiry in writing to: Life Customer Service, P.O. Box 40016, Lynchburg, VA 24506. Overnight Address: Life Customer Service, 3100 Albert Lankford Dr, Lynchburg, VA 24506 Fax: 1.888.325.3299

Web: You can log into our website and see copies of documents, make payments, or see policy information. This service is available for most Life Insurance policies, Annuity contracts, and Long Term Care contracts.

Why did I receive a 1099 form in the mail?

Genworth is required to generate a 1099 form anytime there is a taxable event. Examples of what may cause a taxable event include but are not limited to policy surrenders, 1035 Exchanges with an outstanding loan, and partial withdrawals.

When will I receive a 1099 form?

1099 forms are mailed by the last day of January. If you have not received your 1099 by February 10th, or have any questions, we invite you to call us to speak with a Customer Service Representative.

At a time when identity theft is on the rise, how can I be sure that my policy is safe from criminal activity or fraud?

Our Customer Service Representatives are trained to have each caller go through a security check to ensure we are speaking to the person authorized to receive policy information. If the caller is not able to verify security for the policy in question, information is not released. Click here for information on how to protect yourself from criminals and scam artists.


Policy Information

How do I change the ownership of my policy?

You may submit a request to change the policy ownership by completing an Ownership and beneficiary designation change form that is available online on the Forms & Documents page. Please print clearly and use blue or black ink. The completed form may be returned to our office by mail or fax using the return information that is located on the top left hand corner of the form. It may also be emailed to lifecustomerservice@genworth.com. After your request has been received and processed, a confirmation letter will be mailed to the policyowner.

*Important Information: Please note if you are changing ownership of the policy as part of a life settlement agreement, additional requirements may apply.

If the policyowner is deceased, a copy of the death certificate, a completed Ownership and beneficiary designation change form and one of the following: Letters of Testamentary, Small Estate Affidavit, Letters of Administrations or any court document showing who may act on behalf of the deceased policyowner.

What is a policy owner?

The person or entity (for example, a trust) that owns the policy and has the right to request changes pursuant to the contract. The owner is not necessarily the insured person.

Will a change of ownership be taxable?

A change of ownership may be considered a taxable event. We recommend you consult a licensed tax professional.

How do I make changes to my coverage?

You may call us to speak with a Life Customer Service Representative to discuss available options. You may also log in to view current policy information. Please note that Variable Universal Life is not available online. *Important Information: Before making any coverage changes, we strongly encourage you speak with a licensed insurance agent/producer to discuss available options.

How do I update my third party designee’s information?

You may update the third party designee's information by completing an Address, name or third party changes form that is available online on our Forms & Documents page. Complete any sections that pertain to the changes you need. Print clearly and use blue or black ink. The completed form may be returned to our office by mail or fax using the return information that is located on the form. It may also be emailed to lifecustomerservice@genworth.com. After your request has been received and processed, a confirmation letter will be mailed to the policyowner.

You may also update this information by speaking with a Life Customer Service Representative.

*Note: A Third Party Designee is only copied on billing invoices, they are not able to receive policy information.

How do I notify you of my name change?

Name change due to marriage or divorce: You may update your name by completing an Address, Name or Third Party Changes form that is available online on our Forms & Documents page. Please see the form completion guidelines below. You may also update the information over the phone by contacting our customer service department.

Name change due to a reason other than marriage or divorce: You may update your name by completing an Address, Name or Third Party Changes Form that is available online on our Forms & Documents page and supplying supporting legal documentation.

**Form completion guidelines: Please complete any sections that pertain to the changes you need. Print clearly and use blue or black ink. Any alterations or corrections must be initialed. The completed form may be returned to our office by mail or fax using the return information that is located on the top left hand corner of the form. It may also be emailed to lifecustomerservice@genworth.com. After your request has been received and processed, a confirmation letter will be mailed to the policyowner.

How do I notify you of my new address?

The policyowner may make an address change online. Log in at, (https://www.genworth.com/login.html), navigate to the Profile tab, select Address and Phone number to make the desired changes. You may call our office to update your address either through our Interactive Voice Response (IVR) system or by speaking with a Life Customer Service Representative. In addition, the policyowner may complete an Address, Name or Third Party changes form that is available online on our Forms & Documents page. If you prefer to complete the form, please complete the policy information section and any section(s) that pertain to the change(s) you need. Please print clearly and use blue or black ink and initial any alterations or corrections. The completed form may be returned to our office by mail or fax using the return information that is located on the top left hand corner of the form. It may also be emailed to lifecustomerservice@genworth.com. After your request has been received and processed, a confirmation letter will be mailed to the policyowner.

How current are the benefits I view online?

If your policy type allows you to view policy benefits, what you view online is current as of the previous business day.

Why can't I get policy information via email?

We are able to provide blank forms via email. We can also receive completed, scanned forms via email at lifecustomerservice@genworth.com, but for security reasons and to help ensure your privacy, we can not send policy-specific information via email.

Do you accept requests via email? Can I fax information to you?

We are able to accept requests via email at lifecustomerservice@genworth.com or via fax at 1.888.325.3299.


Billing & Payment

How do I start or stop an Electronic Funds Transfer (EFT) or change my banking information?

To start EFT: You may log in to start your EFT online. If you prefer to complete the Electronic Funds Transfer (EFT) form that is available online on our Forms & Documents page. The form may be returned to our office by mail or fax using the return information on the form. It may also be emailed to lifecustomerservice@genworth.com. After your form has been processed, a confirmation letter will be mailed to the policy owner.

To discontinue EFT: Unfortunately you are unable to stop an EFT online. The policyowner will need to call us to speak with a Life Customer Service Representative.

How do I make a one-time payment?

On the main log-in page, click on Pay Online (no login required) or call our office to make a payment by phone via our automated phone system and indicate "make a payment" or by speaking with a Life Customer Service Representative.

Do you accept credit cards as a form of payment?

Unfortunately we do not accept credit card payments at this time. We do accept personal checks, money orders, Electronic Funds Transfer (EFT) and one time payments using your bank account information.

Mailing address for payments with and without a coupon

Billing information is located on your billing notice. If you have questions or do not have a copy of your billing statement, please call our Life Customer Service Representative for the payment address. Life Customer Service Representatives are available to assist you by calling us toll free at 1.888.325.5433, Monday through Thursday, 8:30 AM - 6 PM, or Friday, 9 AM - 6 PM, Eastern Time. Please include your name and policy number when sending without a coupon.


    

Long Term Care Insurance
Web Related

How do I register a policy online?

Registration is easy. Policy owners will need their policy number and Social Security Number to register, which is required to authorize access. They simply need to follow the step by step instructions provided on the site registration page.

How do I link multiple policies?

Once you log in, the system will check for all policies where you are the owner and will automatically link them. If you are not the owner of a policy, you will not be able to link them together.

*Note: At this time you cannot link a spouse’s policy to your online access. Your spouse will need to register their policy online separately.

How do I know if I am already registered online?

If you believe you already registered for online access and simply forgot your username, use the Forgot Username tool to retrieve it. Then you can login as usual. If you require technical assistance, call our Consumer Web Support Team at 1.800.404.2956, Monday – Thursday, 8:30 AM – 6 PM ET and Friday, 9 AM – 6 PM ET.


Customer Service

How do I contact the Long Term Care Customer Service Department?

Phone: LTC Customer Service Representatives are available to assist you by calling us toll free at 1.800.456.7766, Monday through Thursday, 8:30 AM - 6 PM, or Friday, 9 AM - 6 PM, Eastern Time.

Mail: To contact us in writing, please write to: Long Term Care Department P.O. Box 40005 Lynchburg, VA 24506. Overnight Address: LTC Customer Service, 3100 Albert Lankford Dr, Lynchburg, VA 24501

Fax: 1.800.876.8220.

If you require technical assistance, call our Consumer Web Support Team at 1.800.404.2956, Monday-Thursday 8:30 AM - 6 PM ET and Friday, 9:00 AM - 6:00 PM ET.

Web: You can log into our website and see copies of documents, make payments, or see policy information. This service is available for most Life Insurance policies, Annuity contracts, and Long Term Care contracts.

Why did I receive a 1099 form in the mail?

Genworth is required to generate a 1099 form anytime there is a taxable event. Examples of what may cause a taxable event generally include but are not limited to a benefit disbursement, a tax qualified refund, and interest paid on premiums.

When will I receive a 1099 form?

1099 forms are mailed by the last day of January. If you have not received your 1099 form by February 10th, or have any questions, we invite you to call us to speak with a Customer Service Representative.

At a time when identity theft is on the rise, how can I be sure that my policy is safe from criminal activity or fraud?

Our Customer Service Representatives are trained to have each caller go through a security check to ensure we are speaking to the person authorized to receive policy information. If the caller is not able to verify security for the policy in question, information is not released.

Click here for information on how to protect yourself from criminals and scam artists.


Policy Information

What is an insured?

A term used to refer to the person covered by the Long Term Care Insurance policy.

How do I make changes to my coverage?

Before making any benefit changes, we strongly encourage you speak with a licensed agent to discuss available options or contact our Customer Service Center.

A coverage change request form, available online on our Forms & Documents page, must be submitted in writing, signed and dated by the policy holder(s). After the form has been processed, a confirmation letter will be mailed to the policy holder.

*Important Note: Most Long Term Care Insurance policies provide 60 days from the policy issue date to request an increase in coverage benefits (Please note that there are some variations in the state of California). A reduction in coverage benefits, within the policy and state limits, is acceptable at any time the coverage is in force.

How do I update my third party designee’s information?

You may update the third party designee's information by logging on to our secure website or complete and return a Coverage change request form available online on our Forms & Documents page. You can also speak with a LTC Customer Service Representative.

*Important Information: We recommend designating someone other than a spouse or agent.
*Note: A Third Party Designee is only copied on billing invoices, they are not able to receive policy information.

How do I notify you of my name change?

Name change due to marriage or divorce: You may update your name by completing a Coverage change request form that is available online on our Forms & Documents page. Please see the form completion guidelines below. You may also update the information over the phone by contacting our customer service department.

Name change due to a reason other than marriage or divorce: You may update your name by completing a Coverage change request form that is available online on our Forms & Documents page and supplying supporting legal documentation.

**Form completion guidelines: Please complete any sections that pertain to the changes you need. Print clearly and use blue or black ink. Any alterations or corrections must be initialed. The completed form may be returned to our office by mail or fax using the return information that is located on the top left hand corner of the form.

After your request has been received and processed, a confirmation letter will be mailed to the policyowner.

How do I notify you of my new address?

The policyowner may make an address change online. Log in at, (https://www.genworth.com/login.html), navigate to the Profile tab, select Address and Phone number to make the desired changes. You can call our office to update your address either through our Interactive Voice Response (IVR) system or by speaking with a LTC Customer Service Representative. In addition, the policyowner may complete a Coverage change request form that is available online on our Forms & Documents page. If you prefer to complete the form, please complete the policy information section and any section(s) that pertain to the change(s) you need. Please print clearly and use blue or black ink and initial any alterations or corrections. The completed form may be returned to our office by mail or fax using the return information that is located on the top left hand corner of the form.

After your request has been received and processed, a confirmation letter will be mailed to the policyowner.

What is Partnership status?

A partnership long term care insurance program allows individuals who have purchased an LTC policy and have exhausted the policy benefits, to protect some of their assets from Medicaid/Medical spend down requirements (i.e., the requirement that Medicaid recipients be legally destitute before receiving benefits). There are two significant differences between Partnership and non-partnership policies.

*Partnership policies carry an endorsement from the state that they meet minimum standards in terms of policy benefits.

*Partnership policies include a feature known as Medicaid Asset Protection. Protected assets will be disregarded for the purposes of determining financial eligibility for Medicaid, if an individual needs to apply for Medicaid to help pay their long-term care bills. Only Partnership policies provide Medicaid Asset Protection.

How current are the benefits I view online?

If your policy type allows you to view policy benefits, what you view online is current as of the previous business day.

Why can't I get policy information via email?

We are able to provide blank forms via email. We can also receive completed, scanned forms via email at lifecustomerservice@genworth.com, but for security reasons and to help ensure your privacy, we can not send policy-specific information via email.

Do you accept requests via email? Can I fax information to you?

We are able to accept requests via email at lifecustomerservice@genworth.com or via fax at 1.888.325.3299.


Billing & Payment

How do I initiate or discontinue an Electronic Funds Transfer (EFT) or change banking information?

To start EFT: You may log in to start your EFT online. If you prefer to complete the Electronic Funds Transfer (EFT) form that is available online on our Forms & Documents page. The form may be returned to our office by mail or fax using the return information on the form. Once processed, a confirmation letter will be mailed to the policy holder.

To stop EFT: You or the bank account holder may call us to speak with a LTC Customer Service Representative.

Do you accept credit cards as a form of payment?

Unfortunately we do not accept credit card payments at this time. We do accept personal checks, money orders, Electronic Funds Transfer (EFT) and one time payments using your bank account information.

Mailing address for payments with and without a coupon

Billing information is located on your billing notice. If you have questions or do not have a copy of your billing statement, please call our LTC Customer Service Representative for the payment address. LTC Customer Service Representatives are available to assist you by calling us toll free at 1.800.456.7766, Monday through Thursday, 8:30 AM - 6 PM, or Friday, 9 AM - 6 PM, Eastern Time.

Please include your name and policy number when sending without a coupon.

    

Annuties
Web Related

How do I register a policy online?

Registration is easy. Policy owners will need their policy number and Social Security Number to register, which is required to authorize access. And they simply need to follow the step by step instructions provided on the site registration page.

*Note: At this time corporate owners and joint owners are unable to register for online access.

How do I link multiple policies?

Once you log in, the system will check for all policies where you are the owner and will automatically link them. If you are not the owner of a policy, you will not be able to link them together.

*Note: At this time you cannot link a spouse’s policy to your online access. Your spouse will need to register their policy online separately.

How do I know if I am already registered online?

If you believe you already registered for online access and simply forgot your username, use the Forgot Username tool to retrieve it. Then you can login as usual. If you require technical assistance, call our Consumer Web Support Team at 1.800.404.2956, Monday – Thursday, 8:30 AM – 6 PM ET and Friday, 9 AM – 6 PM ET.


Customer Service

How do I contact the Annuity Customer Service Department?

Phone:
Annuity Customer Service representatives are available to assist you Monday through Thursday, 8:30 AM - 6 PM, or Friday, 9 AM - 6 PM, Eastern Time.

You can call us toll free at:

Fixed Annuity: 1.800.221.9501
Immediate Annuity: 1.888.322.4629
Variable Annuity: 1.800.352.9910

Mail:
If you prefer, you may send an inquiry in writing to:

Fixed Annuity Customer Service: PO Box 10716 Lynchburg, VA 24506
Immediate Annuity Customer Service: PO Box 6158 Lynchburg, VA 24505
Variable Annuity Customer Service: PO Box 40012 Lynchburg, VA 24506
Overnight Address: Annuity Customer Service, 3100 Albert Lankford Dr, Lynchburg, VA 24501

Fax:
Fixed Annuity: 434.522.2904
Immediate Annuity: 434.948.5440
Variable Annuity: 804.281.6178
VA Trades: 804.484.7198

Web:
You can log into our website and see copies of documents, make payments, or see policy information. This service is available for most Life Insurance policies, Annuity contracts, and Long Term Care contracts.

Why did I receive a 1099 / 5498 form in the mail?

Genworth is required to generate IRS 1099 / 5498 forms anytime there is a taxable event. Examples of what may cause a taxable event generally include but are not limited to an ownership change, a withdrawal, or additional premiums.

When will I receive a 1099 form?

1099 forms are mailed by the last day of January. If you have not received your 1099 by February 10th, or have any questions, we invite you to call us to speak with a Customer Service Representative.

At a time when identity theft is on the rise, how can I be sure that my policy is safe from criminal activity or fraud?

Our Customer Service Representatives are trained to have each caller go through a security check to ensure we are speaking to the person authorized to receive policy information. If the caller is not able to verify security for the policy in question, information is not released.

Click here for information on how to protect yourself from criminals and scam artists.


Policy Information

What is a contract owner?

The person or entity (for example, a trust) that owns the contract and has the right to request changes pursuant to the contract. The owner is not necessarily the annuitant or the insured person.

How do I change the ownership of my contract?

You may submit a request to change the contract ownership by completing an annuity contract change form that is available online on our Forms & Documents page.

*Important Information: Not all annuity products allow a change of ownership. Those that do allow a change of ownership may have tax consequences. For further information, we strongly encourage you consult your financial and/or tax professional or call us to speak with an Annuity Customer Service Representative.

Will a change of ownership be taxable?

The tax consequences of an ownership change varies. We strongly encourage you to further discuss tax related inquires with a licensed tax professional.

How do I make changes to my contract?

For changes such as an address or beneficiary change, please complete the Annuity contract change form, that is available online at Forms & Documents page. Most annuity product's contract features, riders or endorsements cannot be changed after the contract has been issued.

*Important Note: We strongly encourage the contract owner or his or her designated legal representative speak with a licensed financial advisor to review available options.

How do I notify you of my name change?

Name change due to marriage or divorce: You may update your name by completing a Coverage Change Request Form that is available online on our Forms & Documents page. Please see the form completion guidelines below. You may also update the information over the phone by contacting our customer service department.

Name change due to a reason other than marriage or divorce: You may update your name by completing an Address, Name or Third Party Changes Form that is available online on our Forms & Documents page and supplying supporting legal documentation.

**Form completion guidelines: Please complete any sections that pertain to the changes you need. Print clearly and use blue or black ink. Any alterations or corrections must be initialed. The completed form may be returned to our office by mail or fax using the return information that is located on the top left hand corner of the form.

After your request has been received and processed, a confirmation letter will be mailed to the contract owner.

How do I notify you of my new address?

Fixed / Variable Annuity, Fixed Index Annuity / Immediate Annuity: The contract owner may make an address change online. Log in at, (https://www.genworth.com/login.html), navigate to the Profile tab, select Address and Phone number to make the desired changes. You may call our office to update your address either through our Interactive Voice Response (IVR) system or by speaking with an Annuity Customer Service Representative. In addition, the contract owner may complete an Annuity contract change form that is available online on our Forms & Documents page. If you prefer to complete the form, please complete the policy information section and any section(s) that pertain to the change(s) you need. Please print clearly and use blue or black ink and initial any alterations or corrections. The completed form may be returned to our office by mail or fax using the return information that is located on the top left hand corner of the form.

After your request has been received and processed, a confirmation letter will be mailed to the contract owner.

How current is the value I view online?

If your contract type allows you to view your value, what you view online is current as of the same day. Please Note: Only Fixed Annuities, Fixed Index Annuities, Variable Annuities, and Variable Universal Life can be viewed online.

Why can't I get contract information via email?

For security reasons and to help ensure your privacy, we can not send contract specific information via email. However, we are able to provide blank forms via email.

Do you accept requests via email? Can I fax information to you?

For security reasons and to help ensure your privacy, we are not able to accept requests via email. Yes, you can fax your request to our office at:

Fax:

Fixed Annuity: 434.522.2904
Immediate Annuity: 434.948.5440
Variable Annuity: 804.281.6178
VA Trades: 804.484.7198

206401C1 12/13/17