We re here when you need us

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David Henry McCarthy
8 years ago
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1 We re here when you need us Long Term Care Insurance Claims Processing Underwritten by Genworth Life Insurance Company, Richmond, VA /02/12

2 Claims Processing Trust Our Experience There s no substitute for experience. For over 35 years, Genworth has serviced long term care insurance policies and paid over $7.7 billion in claim benefits.* When it comes time to initiate a long term care claim, we understand how important it is to provide our customers with meaningful support and answers to important questions about long term care services and options.

3 When Excellence Makes a Difference When long term care is needed, it can be an especially stressful and difficult time for you, your family and friends. That s why we make available the resources and services to guide you through the claims process easily and quickly, all with compassion and consideration. You will have access to CareScout, a national leader in helping families find quality eldercare resources and providers. And through our Privileged Care Coordination Benefit, you will receive information and services from a licensed health care professional familiar with home care services and providers in your community. The Privileged Care Coordinator will help you through the process of identifying such services and providers so you can stay home and maintain your independence as long as possible. 2

4 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 care insurance benefits each business day.* 3

5 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: 1 2 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 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, 4

6 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. 3 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 5

7 4 5 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. 6

8 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 Genworth has this can-do, will-do, how can we help attitude that really makes a difference. Sally H., daughter of a claimant 7

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10 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. * As of 12/31/2011 combined for Genworth Life Insurance Company and in New York Genworth Life Insurance Company of New York. ** Reimbursement products only. All response times are typical and may vary in individual circumstances. 9

How would you pay for long term care?

How Would You Pay I Long Term Care Insurance How would you pay for long term care? You can t control the future, but you can control your next move. 116022 09/22/14 Underwritten by Genworth Life Insurance