We re here when you need us

We’re here when

you need us

Long Term Care Insurance

Claims Processing

Underwritten by

Claims Processing

Trust Our Experience

When Excellence

Makes a Difference

71% of Genworth’s long term

care insurance claims started

with home health care.*

At the time of the initial claim,

our youngest claimant

was 27 years old and oldest

was 103 years old.*

50% of all claim dollars are

paid to claimants with mental

disorders, including Dementia.*

$4.3 million paid in long term

The Life of a Claim

** It always helps, especially at what could be an unsettling and challenging time, to be informed. Over the years, we have worked hard to make our claims process simple and efficient. That means an easier claims process for you. In general, here are the steps in our claims process:

Open a Claim

Anyone can begin the claim process on behalf of the Insured as long as they have the Insured’s identifying information. To initiate a claim, call us at 800 876.4582

Mon – Thu 8:30 am – 8 pm ET Fri 9:00 am – 8 pm ET

A Claims Service Representative will help you open the claim and answer any questions you may have about policy benefits and eligibility

requirements. Please note that some privacy regulations may apply. Intake Nurse Calls You

After notifying us of a potential claim, the Insured or designated representative will be contacted by a Genworth Intake Nurse. The Intake Nurse will discuss the Insured’s care needs and review eligibility requirements. A claim packet will be sent directly to the Insured,

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and Care Coordination is initiated. If a claim for Home Care Benefits is being filed, the Insured will receive an in-home assessment, and a Plan of Care will be developed. If a claim is for Assisted Living Facility Benefits, an in-facility assessment will be prepared. Privileged Care Coordinator

Sets up a Home Visit†

Shortly after the intake call, a Care Coordinator will contact the Insured. The Care Coordinator is a nurse with access to a nationwide database of facility and licensed home health care agencies. The Care Coordinator will arrange for a local registered nurse to conduct a functional assessment with the Insured at his or her place of residence. Assistance with claim form completion is a part of the assessment visit.

Does not apply to Nursing Home claims

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Determination of Eligibility A Benefit Analyst reviews the assessment summary and the claim forms, as well as any additional information needed to determine benefit eligibility. When the Benefit Analyst has made an eligibility determination, a letter will be sent to the Insured, and if approved, the letter will be sent along with the customized Plan of Care. To receive policy benefits, both the Insured and the care provider need to meet the eligibility requirements of the policy. Benefit Payments Begin

When the Insured has been approved for benefits and is using an eligible care provider, the Insured can be reimbursed for covered services up to the policy maximum each month. Copies of invoices or billing statements for care services, including a detailed description of the services provided, can be mailed or faxed to Genworth.

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“ I always found it really

easy to call Genworth

and get somebody

on the phone who could

walk me through what

the benefits were and

how to put the policy into

effect. And it was really,

really easy. I have always

found them so helpful

and supportive and

always available.”

Diane P., speaking on her

experience with our claims team

Ongoing Support

Continuous Review and Ongoing Support

Your Privileged Care Coordinator will routinely call and monitor your long term care needs to be sure the Plan of Care is current and appropriate. As your long term care needs change, applicable adjustments will be made to the Plan of Care. You have the option to change care providers at any time, for any reason. The Benefit Analyst assigned to your claim will continue to review your benefit eligibility and determine the interval for any further on-site visits by the local Care Coordinator nurse, typically on an annual basis.

There When You Need Us

Our goal is to make the long term care claims process as easy as possible, every step of the way. Since we know this could be an especially difficult time, our goal is to always provide ongoing claims support with sensitivity and respect.

Keeping Our Promises A leader in long term care

O V E R

Y E A R S

insurance since 1974