Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents purchased long term care through Genworth years ago and my mom has since been placed in long term care in January 2025. There is a waiting period of 90 days for payment but it is July 2025 and we have still not received a *****. We have submitted paperwork twice and every time we call they tell us, payment is pending. Unfortunately, there have been no payments to us. This company is a scam. It has been an awful experience and we just want to be paid for what they owe to us.

  Business Response

  Date: 07/24/2025

  Dear BBB,  
  
  Thank you for your 07/24/2025 correspondence. 
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with our customer or his or her authorized representative directly. If you desire a copy of our response, please contact the customer or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  
  Sincerely,  
  

  ****** ********
  Genworth  
  Office of Consumer Affairs 
  P.O. Box 10864 
  Lynchburg VA 24506 
  ************ 
  ****************************** 

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother paid Genworth since 2001 (over $200/month). Gnwrth has plenty of her funds to cover the long term care that she signed up for. I notified Gnwrth of my mothers health situation and received approval for in home health care service beginning November 1 2024. Deceased November 26, 2024. We had 17 days of in home service that was pre-approved by Gnwrth . I personally wrote 4 different checks for a total amount of $8,925.00 to the care team "Loving You at Home". (LY@H) The maximum daily allowance on this plan is $190 per day. We exceeded the maximum each day. My expectation is for reimbursement for the $190 per day X 17 days for a total of $3230. Gnwrth has deflected each inquiry with a stall tactic every step of the way. I submitted invoices to no avail. I waited for the business processes to transpire and have been following up ever since. Upon acknowledgement of my invoices they asked for some additional documentation which is a form downloadable from the Gnwrth website. This document format was sent to the care team (LY@H) filled out and returned to ****** . Again more time passes to allow for processing and still nothing. I contact them again and they say they need further information which can be provided by either the owner of (LY@H) or by me sending them proof of the original checks. The owner of (LY@H) doesn't want to answer my calls or get involved because she already has been paid. **************** has closed my mothers account, but fortunately they were able to get me copies of the checks which have been submitted to Gnwrth and still the wait continues. Interestingly my login somehow no longer works on the ****** site. I called again and they said that a check was in process that was over 2 weeks ago and since then I have received notice that the policy has been cancelled. ****** has done nothing but implement stall tactics, demand extra documents and now my login is defunct. With a letter declaring that the policy has been cancelled.

  Business Response

  Date: 06/04/2025

  Dear BBB,
  
  Thank you for your 6/4/2025 correspondence. 
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  Sincerely, 
  
  
  ****** ********
  Genworth  
  Office of Consumer Affairs 
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As the executor of ****** ******** estate and responsible for her health affairs, I'm filing this complaint against Genworth for their repeated refusal to reimburse $3,230 for pre-approved long-term care services, despite my mother's continuous premium payments since 2001 (over $200/month).
  

  We received approval for in-home care starting Nov 1, 2024. My mother passed Nov 26, 2024, after 17 days of service. I personally paid "Loving You at Home" $8,925. The policy's maximum daily allowance is $190, so I expect $3,230 ($190 x 17 days).
  

  Genworth has continually stalled, demanding additional documentation (invoices, Genworth forms, check copies), all provided. My online account access is now defunct, and they've cancelled the policy. This prolonged back-and-forth over a clearly owed amount is unacceptable. I am prepared to provide any necessary HIPAA authorization to facilitate this claim.
  
  Regards,
  
  **** ******
  
  
  
  

  
  

  Customer Answer

  Date: 06/06/2025

  Here is the Hippa form to discuss the situation.

  Business Response

  Date: 06/06/2025

  Dear BBB, 
  
  Thank you for your 6/6/2025 correspondence. 
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  Sincerely, 
  
  ****** ********
  Genworth  
  Office of Consumer Affairs 
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Genworth employees have told me that a check is in the mail. Which turns out to be just another denial tactic
  
  Regards,
  
  **** ******
  
  
  
  
  

  Customer Answer

  Date: 06/09/2025

  I am trying to let the BBB know that case ******** has been settled. Genworth has sent a check for the long term care coverage. You have been very responsive and efficient. My gratitude towards any and everyone helping to settle the injustices. Best Regards ****

• Initial Complaint

  Date:04/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is similar to so many already filed here. Buyer beware is an understatement given Genworth clearly has not improved in spite of the ************* parents paid into their policy for decades. Dad passed without having filed any claims, mom now resides in a *********** facility with *********** and dementia. Since October 2024, Genworth has failed to reimburse claims for her care resulting in over $30k in unpaid expenses. These delays cause stress and financial hardship.Genworth has consistently stalled payments by requesting excessive and redundant documentation. In March 2025, they make a new request and claim this is necessary to process claims overdue since October 2024. This request follows multiple submissions of medical records, invoices and third party evaluations, all of which should have satisfied policy requirements. For instance, despite providing neurologist records confirming her diagnosis, Genworth demands further proof through third parties, which prolongs the process. These tactics appear designed to delay or avoid fulfilling their obligations.I request the Genworth:* Immediately process and reimburse all outstanding claims * Halt unnecessary documentation requests and streamline future claims to prevent further delays * Provide a written explanation for why payments have been withheld since October 2024 I have attempted to resolve this with Genworth directly. In addition to filing this complaint, I will be filing a complaint with the state Division of Financial Regulation Consumer Complaints.Aging and poor health is stressful enough without adding the undue administrative and financial stress that appears standard with Genworth. I am sure I will get the standard lack of a real reply here, but my name/contact is available to them.

  Business Response

  Date: 04/15/2025

  Dear BBB, 
  
  Thank you for your 04/15/2025 correspondence. 
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  Sincerely, 
  
  
  ****** Schekman 
  Genworth  
  Office of Consumer Affairs 
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents had been paying their long term care premiums for 20 years or so at a rate of almost $10,000/yr. My mother passed away in September of 2023 and my father's claim was initially denied then approved after I Sent a letter from his neurologist pertaining to his dimentia related to alzheimers. After an evaluation in October of 2024 his claim was again denied because they said he did not meet the eligibility requirements. They seem to believe that his condition has somehow improved when in fact it has worsened. He had covid late December of 2024 and has been noticeably weakened from it. The fact that they were paying premiums over the years probably totaling nearly $250,000 and Genworth is denying benefits because he can perform basic tasks is outrageous. I appealed the denial from 2024 and was told that it has been upheld. i feel that Genworth makes things as complicated and frustrating as possible intentionally in the hope that people will give up and just go away. My father's assisted living cost is nearly $6,000/month and we cannot afford this for very long, I know there was a class action suit against long term care companies some years ago because of their unscrupulous behavior so it's not entirely surprising that I'm having to go through this. It is absolutely outrageous that people pay premiums for decades and are denied benefits because someone completely unfamiliar with the situation determines that they do not require the assistance that in fact they do. My father is 85 years old and his condition is only getting worse. The fact that his claim was approved then denied a year later as if his condition has improved makes no sense to me. Generally speaking I would assume that octogenarians conditions do not improve.

  Business Response

  Date: 02/21/2025

  Dear BBB, 
  
  Thank you for your 2/20/2025 correspondence. 
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  Sincerely, 
  
  
  ****** ********
  Genworth  
  Office of Consumer Affairs 
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mother had been paying into her long-term insurance for approximately 15years and had a little over $23,000. On September 2, 2024, my 98year old mother fell and cracked her left hip and pelvis, luckily no surgery needed, spent 4 days in the hospital and went to Rehab for 21 days. Come out on the 26th of September and came to my home to recuperate. Had PT and OT, walked with a ******, very weakened and an increase of her Damentia. Her long term and short-term memory became very diminished. On September 28th I filed a claim with Genworth, our goal was to have my mother return home to her home with some help. She was very weakened and needed assistance and supervision with her showers, especially reaching hard to reach areas. An RN assessment was done, and it was determined that she did not qualify for the claim. I appealed and again it was denied. I also attempted to register onto Genworth's site and found that an old non existing phone number was on her site, and I called a number of times to request it to be changed, I faxed them the information they needed to change it and still it never was changed. So, I was never able to register to get on to their site. Due to my mother's age, 98, I feel that she should be able to use her money, make sure she is safe in her home, how much longer can she live!

  Business Response

  Date: 01/22/2025

  Dear BBB, 
  
  Thank you for your 1/22/2025 correspondence. 
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  Sincerely, 
  
  ****** Schekman 
  Genworth  
  Office of Consumer Affairs 
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother and father took out LTC insurance. My father never used his, so they got almost 400K from him. Now that we need Mom's, they are making it impossible to let her come home to live out her life. They cleared her, via their nurse, for 24 hour care but will only pay about 5 hours a day. How is this possibility right, when her LTC is worth more than her estate? We would have been better stuffing the money in a box.

  Business Response

  Date: 10/28/2024

  Dear BBB, 
  
  Thank you for your correspondence. 
  
  Please know, we are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If the BBB desires a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  Sincerely, 
  
  
  ****** Schekman 
  Genworth  
  Office of Consumer Affairs 
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

• Initial Complaint

  Date:09/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Genworth Insurance Claims Department,I am writing to express my deep dissatisfaction with the ongoing delay in processing the insurance claim for my [relative/friend], ****** ****** ******, whose date of birth is *****************. Despite having fulfilled the required 90-day wait period, we have yet to receive any resolution or payment regarding this claim. Policy number AAA5267073 It is both frustrating and unacceptable that the claim has been unnecessarily delayed. We have complied with all necessary requirements and submitted all requested documentation in a timely manner. The continued postponement of this claim is causing undue stress and financial hardship.If this issue is not promptly addressed and resolved, I will have no choice but to involve my lawyer to ensure that our legal rights are upheld and that the claim is paid without further delay. I urge you to expedite the review and settlement of this claim immediately.Please provide a detailed update on the status of the claim and an estimated timeline for resolution at your earliest convenience. You may contact me directly at [your phone number] or [your email address] to discuss this matter further.Thank you for your prompt attention to this urgent issue.Sincerely,****** ******

  Business Response

  Date: 09/12/2024

  Dear BBB,

   

  Thank you for your 9/12/2024 correspondence.

  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outline in your correspondence with the policy owner or his or her authorized representative directly.  If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.

  If we can be of any further assistance, pleas contact our office at ******************************************************************************************

  Sincerely,

  ****** ********
  Genworth  
  *******************************;
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ******
  
  
  
  
  

  Customer Answer

  Date: 09/13/2024

  Please see attached clarification letter and POA.

  Business Response

  Date: 09/17/2024

  Dear BBB, 
  
  Thank you for your 9/17/2024 correspondence. 
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization. 
  
  If we can be of any further assistance, please contact our office at ******************************************************************************************. 
  
  Sincerely, 
  
  
  ****** Schekman 
  Genworth  
  Office of Consumer Affairs 
  PO Box 10864 
  ********* VA 24506 
  ************ 
  ****************************** 

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  I am awaiting payment from Genworth before I accept this issue to be resolved.

   

  
  Regards,
  
  ****** ******
  
  
  
  

  
  

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Father has a long term policy, *******************************, UDGA4350396. Claim has been approved but not receiving payments for ongoing services provided by an approved agency. The allotted invoice process time has passed. An email was sent to Genworth customer service asking for an explanation to which no reply has been received.

  Business Response

  Date: 08/06/2024

  Dear BBB,
  
  Thank you for your 8/5/2024 correspondence.
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.
  
  If we can be of any further assistance, please contact our office at ****************************************************************.
  
  Sincerely,
  
  
  *****************************
  Genworth
  Office of Consumer Affairs
  PO Box 10864
  ******************
  ************
  www.genworth.com

  Customer Answer

  Date: 08/06/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  FYI, Genworth, my brother and I are both authorized to correspond on behalf of our father. 

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

  FYI

  
  Regards,
  
  ***********************************
  
  
  

  
  

  Customer Answer

  Date: 08/07/2024

  I am an authorized user and have been for at least 6 months. Please see the attachment that has my name, my father's name, his long term policy number and our active claim number.

  Business Response

  Date: 08/07/2024

  Dear BBB,
  
  Thank you for your 8/7/2024 correspondence.
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.
  
  If we can be of any further assistance, please contact our office at ****************************************************************.
  
  Sincerely,
  
  
  *****************************
  Genworth
  Office of Consumer Affairs
  PO Box 10864
  ******************
  ************
  www.genworth.com

• Initial Complaint

  Date:08/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an 81-year-old female, living alone. On 8/10/2002, I purchased a Long-**************** Policy from Genworth ********* Co. I faithfully paid my premiums for 22 years. At age 79, I started collecting benefits for home health care due to many illnesses. On July 15, 2024, I received a letter from Genworth terminating my health benefits due to medical ineligibility. If anything, my health and care needs have only increased in the past two years. I have attached a copy of the letter from my R.N. nurse concerning my medical issues. I have asked my doctors and nurses to write a letter to Genworth supporting my appeal of this decision. I am now finding out that Genworth has a long history of this type of fraudulent behavior. Genworth is now requiring me to pay the extremely high premiums starting in September 2024, in order to keep the policy active. I am in need of daily home nursing and find this insurance fraud difficult to handle. It is my hope the the BBB will step in and support my cause and get my medical benefits restored.

  Business Response

  Date: 08/05/2024

  Dear [NAME],
  
  Thank you for your 8/4/2024 correspondence.
  
  We are unable to answer inquiries or complaints to unauthorized persons or organizations; however, we will fully address the issues outlined in your correspondence with the policy owner or his or her authorized representative directly. If you desire a copy of our response, please contact the policy owner or his or her representative and have them provide a signed authorization.
  
  If we can be of any further assistance, please contact our office at ****************************************************************.
  
  Sincerely,
  
  
  *****************************
  Genworth
  Office of Consumer Affairs
  PO Box 10864
  ******************
  ************
  www.genworth.com

• Initial Complaint

  Date:03/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mother is 92 and has paid into a long term care policy for many many years and now that she is 92 and failing, we have submitted a claim on her behalf and the company is employing stalling and delaying tactics and is refusing to provide coverage. She is in assisted living and getting services that her policy should cover. We have submitted forms and they continue to deny getting them but both the health care places and genworth subcontract with 3rd parties to get and send these records and so I don't have a way to track any of it. This cat and mouse game of constantly moving the target has been going on for the last 6 months and I think they are trying to delay the claim long enough that at 92 she will die before they need to pay anything. I have no doubt that if they do this to their customers regularly many families don't have the ability to advocate for themselves and the seniors being cheated certainly do not. They are often having memory issues and that is part of many of the claims. A week ago I spoke to a supervisor who again said they were missing some medical records (which the other health organizations had said were sent) and so I said I would obtain them and fax them directly and upload them) It is a week later and I am uploading records only to find that they abruptly closed the claim and no one can tell me why it was closed.

  Business Response

  Date: 03/25/2024

  Dear **************:
  
  Thank you for your correspondence received in our office today, March 25, 2024,regarding the complaint you received from *************************.
  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the customer which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the policy owner, or his or her representative.   
  
  If we can be of further assistance, please contact me at **************************************************************** or at ************, Monday through Friday, 9:00 a.m. to 5:00 p.m., Eastern Time.
  
  Sincerely,
  
  ******************************
  Operations ***************************************************** of ******** Affairs
  P.O.Box 10864
  ********* ** *****