Company Complaint Information

  

GENWORTH LIFE INSURANCE COMPANY
6620 WEST BROAD STREET
RICHMOND, VA 23230
800-456-7766

Company Performance

In compliance with California Insurance Code § 12921.1, the California Department of Insurance conducted a Consumer Complaint Study of all admitted insurance carriers. The company performance table provides the complaints determined by the department to require that corrective action be taken against the insurer, or leading to insurer compromise, or other remedy for the complainant, those that are found to be without merit, those with other outcomes, and justified complaints. Justified complaints often require additional review, as violations of California insurance laws may exist.

Year Closed Complaints
(TOTAL of Categories 1-3)
Category 1:
Complaints found to require corrective action, leading to insurer compromise, or other remedy for the complainant.
Category 2:
Complaints found to be without Merit.
Category 3:
Complaints with Other Outcomes
  Category 4:
Justified Complaints
2013 35 5 30 0   4
2012 17 5 11 1   2
2011 12 1 11 0   0

Violation Study

The following table represents number and type of violations found, by reference to the line of insurance and law allegedly violated.
Year Line of Coverage Law Section Summarized Description of Law # of Alleged Violations
2013 Disability CIC 10235.95b 10 percent per year interest is payable to claimants on accepted but unpaid Long Term Care claims 1
2013 Disability CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 1
2013 Disability CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 1
2013 Disability CCR 2695.7h Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 1
2013 Disability CCR 2695.7d Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 1
2013 Disability CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 1
2013 Life/Annuity CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 1
2013 Life/Annuity CIC 785 Senior Issue - duty of honesty, good faith, & fair dealing 1
2013 Life/Annuity 10127.10.c 1
2013 Life/Annuity CIC 789.10 24 hour written notice to seniors of initial meeting 1
2013 Life/Annuity CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 1
2013 Life/Annuity CIC 10509.6b2 Within 3 days of receiving an app the replacing insurer must notify existing insurers of replacement & send required documents 2
2013 Life/Annuity CIC 10509.4 Duties of agent accepting applications with statement & notice regarding replacement 1

If complaint data does not appear for this company, this link will provide you with an explanation.
To view the California Insurance Code (CIC), Click here
To view the California Code of Regulations (CCR), Click here


Comparison Data

The information below is for complaints closed during the study period for this insurance company. The table provides the Justified Complaint Ratio, Market Share, Complaint Share, and Index for this company, grouped by the line of coverage the company was authorized to sell in this study period.

Year Line of Coverage JustifiedComplaint Ratio Market Share Complaint Share Index
2013 Group Life .00 .106 .00 .00
2013 Annuities .00 .172 .00 .00
2013 Individual Life 5.55 .390 .77 1.97

If complaint data does not appear for this company, this link will provide you with an explanation.

For calendar year 2006, the Department's Consumer Services Division had received 276,419 consumer telephone calls, handled 33,054 written cases, and recovered $31,526,079 for consumers and policyholders.


Last Revised - August 22, 2013 01:53 PM
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