How to Initiate a Claim

You may login to your Genworth online account anytime, or you may call 800.876.4582 to reach a Genworth Long Term Care Claims Customer Service Representative during our normal business hours:

  • Monday through Thursday, 8:30 a.m. to 6:00 p.m. EST
  • Friday, 9:00 a.m. to 6:00 p.m. EST

Note: Only Genworth Policy or Certificate Holders may register and access their account information online. If you wish to initiate a claim on behalf of an Insured person, please contact Long Term Care Claims at 800.876.4582. You will need the Insured person's full name, social security number, date of birth and policy or certificate number available.

If you are currently receiving Long Term Care services, please keep all invoices, receipts, and details of care.

Is your Long Term Care Policy or Certificate In-Force?
To verify that your policy or certificate is in-force, please contact us at 800.456.7766. You will need to have your social security number, date of birth and policy or certificate number available.

Who may initiate your Long Term Care Claim?

Who will manage your claim?
You or your legal representative. You are not required to elect an attorney-in-fact using a Power of Attorney. However, your personal claim information (health and financial) is accessible only by you or your legal representative(s).

What are your Policy or Certificate eligibility requirements?
Genworth recommends that you read and have a general understanding of your policy or certificate, as it outlines the specific requirements that you must meet before you may access your Long Term Care Benefits.

What are the eligibility requirements for your Care Provider(s)?
Care providers may also need to meet specific policy or certificate criteria; however, obtaining care before initiating a claim is not required.

  • Genworth offers a no-cost service to assist in locating providers in your area. For more information contact CareScout directly at 800.571.1918, extension 800.
  • If you intend to move into a facility, Genworth also offers a Facility Inquiry to assist in determining if the provider satisfies your policy or certificate requirements before your admission. For more information on this no-cost, non-contractual service contact Long Term Care Claims at 800.876.4582.


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