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Rep Orientation

Calm. Clarify. Compare.

Your job is not to sell. The policyholder may be frustrated because the letter was unexpected. Start by making them feel heard, then help them understand what their policy may do under each option.

1
Calm the moment
Acknowledge that a rate increase can feel frustrating or unfair.
2
Clarify the goal
Ask what the policyholder most wants the policy to protect: savings, family, or care quality.
3
Compare the options
Use the numbers to show tradeoffs. Do not tell the policyholder what to choose.
Rep confidence rules
✓Use plain English.
✓Pause after every number.
✓Ask permission before moving forward.
✓Repeat the policyholder's concern back to them.
✓Never argue with frustration.
✓Never promise future claim approval.
✓Never say one option is best for everyone.
✓Escalate when the question requires a licensed or state-specific answer.
Call stage map

The guided call walks the policyholder through these stages in order.

  1. 1Warm Intro
  2. 2Understand Goals
  3. 3Transition
  4. 4Model LTC Event
  5. 5Estimate Cost of Care
  6. 6Compare Policy Options
  7. 7Plain-English Options
  8. 8Stress Test
  9. 9Goal-Based Next Step
  10. 10Recap & Next Steps
Key phrases to lean on
  • "I hear you — a rate increase like this can feel really frustrating."
  • "My job today is to walk you through your options, not to push you toward one."
  • "Let's slow down for a moment. I want to make sure this makes sense."
  • "There isn't one best option for everyone — the right one depends on what matters most to you."
  • "Would it help to talk this over with your spouse or family before deciding?"
Never say this
  • ✕"This is still a great deal."
  • ✕"You should keep the policy."
  • ✕"You should pick this option."
  • ✕"Your claim will definitely be paid."
  • ✕"Don't worry about it."
  • ✕"This option is best for everyone."
Plain-English definitions

Use these wordings when a policyholder asks what a term means.

Long-term care
Help with daily activities — bathing, dressing, eating, mobility — when someone can no longer do them safely on their own. It is not the same as medical care.
Home care
Paid caregivers who come to the home to help with daily activities.
Assisted living
A residential community that provides housing plus help with daily activities and some medical oversight.
Nursing home
A facility that provides 24-hour skilled nursing care for people with significant medical or cognitive needs.
Elimination period
A waiting period — like a deductible measured in days — that must be satisfied before policy benefits begin paying.
Reimbursement
The policy pays back eligible care expenses up to its limits, rather than sending a flat monthly check.
Benefit pool
The total lifetime dollars the policy can pay toward eligible care.
Monthly benefit
The maximum amount the policy will reimburse for eligible care in a given month.
Inflation protection
A policy feature that increases the benefit amount over time so it keeps up with rising care costs.
Rate action
A formal change to a policy's premium, usually requiring regulator approval, communicated by letter.
Rate benefit option (RBO)
An alternative offered in the rate action letter that adjusts benefits in exchange for a lower premium.
Out-of-pocket gap
The portion of modeled care costs the policy is not expected to cover — what the policyholder or family would need to plan for.
Self-funding
Paying for care directly from savings, income, or family contribution, without policy support.
Common questions & answers

Review before your first call. Approved language by category.

commonWhy is Genworth raising my premium?›
I understand why that is frustrating. Premium increases can happen when long-term care claims cost more or last longer than expected when older policies were originally priced. Today, my role is to help you understand your choices and what each one could mean for your coverage.
commonHave I wasted all the money I paid?›
No. The premiums you paid helped keep the policy active and preserve your access to benefits if you qualify for a claim. The decision now is about what level of future premium and future protection feels manageable for your situation.
complianceWill this policy definitely pay if I need care?›
I cannot guarantee a future claim decision. Claims depend on the policy terms and whether you meet the benefit triggers at the time of claim. What we can do today is model how the policy may help if a qualifying long-term care event occurs.
definitionsWhat is an elimination period?›
That is like a waiting period. Your policy has a 90-day elimination period, which means you generally need to satisfy that period before benefits begin paying.
definitionsWhat does reimbursement mean?›
Reimbursement means the policy generally pays back eligible care expenses up to the policy's limits, rather than automatically sending you the full benefit amount no matter what you spend.
complianceWhat happens if I stop paying?›
That can have serious consequences and depends on the exact policy terms and options in your letter. I do not want to guess. Let's escalate that question to the appropriate Genworth specialist before you make any decision.
complianceShould I keep the policy?›
I cannot make that decision for you. What I can do is help you compare the tradeoffs: premium cost, estimated care costs covered, and the remaining gap you may need to plan for.
complianceWhich option is best?›
There is not one best option for everyone. The right question is which option best matches your goal, your budget, and the amount of care-cost risk you are comfortable keeping.
commonCan I talk to my child or advisor?›
Absolutely. That is often a very good idea. I can help summarize the main numbers so you can review them with someone you trust.
commonThis is too expensive.›
I hear you. That is exactly why the letter includes options. The tradeoff is that lower-premium options usually reduce future benefits or leave a larger care-cost gap. We can walk through those tradeoffs slowly.
commonI do not understand any of this.›
That is completely okay. This is complicated. Let's slow down. The simple version is: we are comparing what you pay each month against how much help the policy may provide if you need long-term care later.