John Hancock Long-Term Care Insurance Reviews

I've had LTC with John Hancock for some 20 years. I do not recommend that anyone purchase any product or service with John Hancock insurance or LTC. I've spent this week alone about 10 (yes ten) hours on the phone with them trying to set some resolution about tapping into my LTC due to a medical problem. Most are located in some Middle Eastern country, can't speak English, hang up on you all the time, have no idea what they are doing. They set up a virtual Microsoft Teams appointment which doesn't work. I had an it specialist try to load it and it doesn't work. Nobody should invest in LTC put it in a money market account instead. I want a refund on all the payments I have paid you send I first purchased the policy! You are a scam, a shyster company and should be liable for all the customers you have scammed!

My mother in law paid for long term care for many years and now that it's time to use it, they are not going to pay anything. Just another scam insurance company. They scam people into thinking they that can rest easy knowing they have long term care coverage but in the end they pay nothing. There is always some clause that you do not meet to get payment. Please never use them for anything.

My mother has been paying into John Hancock Long-Term Care for years. Now that she needs assistance, it is the same run around over and over. She has put in thousands of dollars to this, and as an 82 year old with cognitive issues it is impossible for her to do this on her own. As her daughter I am constantly trying to get assistance from them, but it is not enough. I really just wish she could have all the money back that she put into this company, or that someone from this company could help her get the supplemental care she needs. Very disappointed so far.

I got long-term care insurance for my wife from John Hancock 16 years ago (2006) with the assurance that there was little chance that the premiums would go up. Six years later there was a big increase which continued for six of the next nine years. Usually, I got a notice two months before the next premium was due notifying me of any increases or options to lower the premium, usually by lowering the coverage or canceling the policy and losing everything I'd paid into it so far (now $44,000).

Each month an invoice is submitted for the previous months' fee on the website, as required, showing amount due, amount paid, and dates of the previous month involved. The same procedure is followed - the same invoice from the same facility is submitted. Notice by Hancock is emailed to me stating that the submitted invoice was received. Two weeks later a letter is received from Hancock saying there is a problem with the submitted invoice and to resubmit. The first few months of this refusal to reimburse policy were followed by no delays in receiving the reimbursements even though the same invoices were submitted as before. However, May and June reimbursements have not been received as of July 5, 2023 after multiple submissions from the policy owner as well as the director of the facility.

John Hancock has set up their processes to benefit them, not the client who has paid years for their service. It feels as though they make it so difficult to make a claim, follow up, get questions answered…Most people would just drop it. I think this is their hope. I am retired and have a lot of time so my follow up was excellent….It has to be with this company if you're going to squeeze a dime out of them

You would have to be completely out of your mind to deal with this company. My mother is. 94. I have been trying to make a claim for over a year. Two Nurses assessments have been made but I have never seen the official assessments. The first claim was canceled becasue a cognitive test was not done. Which is a lie. Needs another assessment. The second assessment has been done and they are now saying the assessment was lost. I raise hell. Finally after a million calls I’m told that I will know in 3 days. Also I was told by the phone JH representative that the JH Vice President of LTC Claims, the person that signs mail correspondence actually doesn’t exist. He is just a front. Believing that? All divisions that make decisions for JH LTC are third party. There is NO WAY to talk them. I still haven’t given up I will keep fighting for what is owed my mother and will go all the way to the Insurance Commissioner of my state. YOU HAVE BEEN WARNED.

My family has been paying for John Hancock Long Term Care Insurance for years. We now need to access the policy to cover care needs and have been told that the 90 exclusion period for benefits is not a set period of time, but actually only expires after 90 days of care has been paid for out of pocket. This means that none of the informal 24 hour family caregiving that has been required for more than 90 days will count and we must arrange for paid caregiving to access the covered benefit. I guess if we could not afford to pay for 90 days of care we would never be able to access the policy. This has delayed access to covered care by an additional 3 months. Long term care insurance is not regulated sufficiently and I think that my family was mislead when they purchased the policy.

Back in 1999, after being told by financial planners et al that the responsible thing to do was to buy Long Term Care insurance, my husband and I decided that we should do just that. About that time, we were approached by a young man representing John Hancock Life Insurance Company who just happened to be selling LTC. Since John Hancock had a good reputation, we decided to take out a policy. During the intervening 23 years, John Hancock has raised our premiums nearly every year. At this late date, with me being 77 and my husband, Phillip being 82 switching companies is not an option. On top of that, I am reading complaints from other JH policy holders that it’s almost impossible to collect on the policy when the need arises.