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DALBAR Recognizes Genworth For Life Insurance, Annuity And Long Term Care Insurance Servicing

RICHMOND, Va., Dec. 11, 2013 /PRNewswire/ -- Yesterday DALBAR , the nation's leading financial services market research firm, announced that Genworth (NYSE: GNW) has won its 2013 annual Life & Long Term Care Insurance Service award.  In its announcement, DALBAR noted that Genworth was the only firm in the life insurance or long term care insurance industry to emerge as a leader in customer service for 2013.

Earlier this month DALBAR also cited Genworth as one of its 2013 annual Annuity Service Award winners.  The annuity award is given to companies demonstrating "consistency in delivering service at a superior level."

"This is a great honor and is a reflection of the service commitment of hundreds of dedicated Genworth associates who work every day to meet our policyholders and distribution partners' needs in a professional, empathetic and respectful way," said Elena Edwards, chief operating officer for Genworth's U.S. Life Business.

DALBAR further commented that Genworth emerged as the front runner for the third consecutive year with "proven leadership" in the following areas:

  • "When a policyholder calls Genworth for service, they are greeted with respect and a high degree of professionalism 93% of time versus the industry average of 45% of the time"
  • When policyholders don't understand the intricacies of their insurance policy, "Genworth personnel intuitively understand when it is necessary to review the details of coverage with customers and proactively offer to do this 98% of the time versus an industry at 81%"

In their announcement, DALBAR spokesperson and Managing Director Kathleen Whalen commented, "Genworth has always set themselves apart in ensuring customers understand the benefits of insurance and how it is in place to work for them.  This goes a long way in creating peace of mind and in turn, strong customer advocates."

"Genworth has long been noted for its outstanding customer service," continued Edwards, "and it is extremely gratifying when we're recognized for that commitment by a prestigious organization like DALBAR ."

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