Genworth Annuity Customer Service — Practical Guide for Policyholders

Overview of Genworth annuity servicing and what to expect

Genworth Life & Annuity (headquartered in Richmond, Virginia) administers contract servicing for fixed and indexed annuities, income annuities, and legacy blocks acquired through mergers. Genworth was publicly spun off from General Electric in 2004 and since then has maintained a large annuity portfolio; while product specifics vary by contract year, the customer-service model is consistent: verification of contract data, documentation intake, benefit calculation, and execution of payment or contract changes.

As a practitioner who has worked with insurers for more than a decade, I advise clients to treat the annuity contract as the authoritative record. Genworth customer service will always reference the contract number, annuitant(s) and owner(s), form number and issue date to validate requests. Having the original contract or a recent statement ready reduces turnaround time substantially.

How to contact Genworth and where to send documents

Primary online resources and corporate location: visit https://www.genworth.com for general service resources and secure messaging. Corporate headquarters: Genworth Financial, 6620 West Broad Street, Richmond, VA 23230. The corporate switchboard (for general inquiries) is commonly listed as (804) 281-3000; however, the fastest route for annuity servicing is the phone number printed on your contract or a secure message through the Genworth online portal.

Genworth accepts documents by secure upload in the customer portal, by certified mail to the address shown on your statement, or by fax where indicated on specific forms. For death claims and beneficiary settlements, use certified mailing and include a tracking number — for sensitive items Genworth recommends retaining a copy and sending originals only when expressly required.

Key contact best practices

Always reference the 8–12 digit contract or certificate number (found on monthly or annual statements) when you call. Ask the representative for a reference number for your call and the name/ID of the agent handling your file. If you are mailing documents, include a cover letter listing the contract number, a daytime phone, and email to avoid mis-routing.

If your contract was sold or acquired (for example, through a bank or advisor), confirm whether Genworth remains the servicer; servicing transfers happen and the servicing entity is listed on the contract. The website and your statement will indicate the correct mailing address and submitting instructions for that specific contract.

Common service requests and required documentation

Typical annuity customer-service requests include change of address, change of owner, beneficiary designation, annuitization/start of payments, partial surrenders, full surrenders, and death claims. Each request has its own documentation checklist; proactively assembling the right items cuts processing time considerably.

• Required documents — high-value checklist: contract/certificate number; government-issued photo ID for all owners/annuitants (driver’s license or passport); Social Security Number or Tax ID; original contract (if available) or a certified copy; voided check or direct deposit authorization for ACH setup; for death claims—certified death certificate, beneficiary ID, and probate or letters testamentary if the estate is involved.
• Forms and authorization — request forms: annuitization election form, beneficiary change form, distribution and withdrawal authorization forms, and a Medallion Signature Guarantee for ownership transfers in many states. If you intend to appoint a third party to act, a durable power of attorney (compliant with the contract’s state law) is necessary and must be submitted with the POA form and ID.

Processing times, fees, and contract-specific rules

Industry-standard processing times: initial requests (address changes, beneficiary updates) often complete within 5–10 business days. Complex requests (annuitization elections, probate-related death claims, or commutations) typically take 15–45 business days because of benefit calculation and compliance review. If payments are mailed as paper checks, add postal transit time; ACH setups usually begin with the next scheduled pay cycle after verification.

Surrender charges and free-look periods are contract-specific but follow common patterns. Free-look windows are state-determined and usually range from 10 to 30 days from delivery; surrender-charge periods for legacy fixed annuities commonly run from 5–10 years with an initial surrender charge in the high single digits (for example, 7% year one, decreasing by 1% annually). Always review your contract’s schedule for the exact percentage and the guaranteed minimums.

Tax reporting, statements, and annual communications

Genworth issues 1099-R tax forms for distributions by January 31 for the prior tax year; corrected forms (1099-Rc) are provided if necessary. Annuity payees should expect an annual statement summarizing contract value, interest crediting (if applicable), and any fees. If you receive systematic payments, the company will provide the payout schedule and the taxable vs. non-taxable portion used for reporting.

When considering rollovers or qualified distributions (IRA/403(b)/401(k) funds), coordinate with your tax advisor. Genworth will typically require a completed distribution form and, for trustee-to-trustee transfers, a direct transfer request and trustee information to avoid mandatory withholding that applies to owner-pay distributions.

Escalation, complaints, and state protections

If service delays exceed published timelines, ask for escalation to an annuity specialist or claims manager and request a written estimated completion date. Keep a dated log of all contacts. If unresolved, file a written complaint through Genworth’s customer relations unit (details on genworth.com) and retain copies of all correspondence.

Policyholders are protected by state guaranty associations for most life/annuity contracts up to statutory limits; these vary by state (for example, many states limit coverage to $250,000 in present value for annuities). If you suspect insolvency or need assistance, contact your state insurance department; the department’s consumer services number is posted at www.naic.org under “Consumer Resources.”