karim sent a message to Thomas J. McInerney – President and Chief Executive Officer of Genworth Financial, Inc. – Email Address that said:
Dear Mr. Mcinerney,
I am a current Long Term Care policy holder at Genworth. I started as part of a group policy three months ago. My premiums are being paid from our payroll. Genworth was late in submitting the first months bill, so the whole setup seems to be one month off in the payment cycle. I called customer service to see if I could pay for one month on my credit card, but the agent said they did not have authority to collect credit card payment. When I asked to talk to a supervisor, I was told one will call me back in 5 days. Every month I keep getting a bill saying if no payment is received my policy will lapse. It seems this cycle can only be broken with one extra payment or I can just keep receiving the letter every month for the next few years.
I am really surprised that a large company like Genworth would pay so little attention to customer service. Do your customers have to wait for five days just to escalate an issue with customer service? I am going to wait for five days and see if someone finally calls me. In the mean time I would like to bring this issue to your attention and hope that it does not take another five days for a response.