Business ProfileforGenworth Financial

Genworth Team, I am writing to share my concerns regarding the Claims Submission process. As the child of an ailing parent, and a professional in technology with an MBA, I found it unexpectedly difficult to submit documents for reimbursement. Despite my background, it took me nearly an hour to submit just five documents. Here’s a summary of my experience: PDF Submission: My initial attempt was to streamline the process by submitting all five documents as a single PDF. Unfortunately, this overwhelmed your system. JPEG Uploads: I then tried submitting the documents as JPEG files, a file type listed as acceptable. However, I encountered issues with the system's inability to handle JPEG downloads. Individual PDF Submissions: My final attempt involved creating and submitting five separate PDFs, one for each document. Even then, the lack of a tracking system for submissions led to multiple duplicates, creating additional work for your staff to sort through. These challenges suggest that the process may be overly complicated for customers, especially those who may not have a technical background. I hope this feedback can be used to improve the efficiency and user-friendliness of the Claims Submission process, benefiting both customers and your staff. Thank you for your attention to this matter.

Dear BBB, We would like to thank you for taking the time to provide us with your feedback and assure you that we take your concerns seriously. To protect the privacy of our customers, we are unable to fully respond in this forum; however, we will review this matter and our response will be sent to the policy owner or his or her authorized representative directly. If we can be of any further assistance, please contact our office at ****************************. Sincerely, ****** ******** Genworth Office of Consumer Affairs **** *** ***** ********* ** ***** *** ********  ****************