John Hancock Long-Term Care Insurance Reviews

My dad had LT care coverage with them. For the last year they had been giving him the runaround. It took 6 months to get his claim approved. Even though it was approved 4 months ago, they have paid nothing. They always need just one more piece of paperwork. My dad passed away last month. I tried to call and see what else they wanted to be able to settle the claim. My call was answered by an extremely rude woman who could barely speak English. Even after I told her multiple times that my dad had died, she kept telling me she needed to speak to him. I asked if she needed a death certificate or something to file since she couldn’t grasp that dead people can’t speak on the phone. She then gave me a random PO Box and asked me to mail the death certificate there. I don’t feel comfortable mailing a death certificate with nothing to tie it to my dad’s policy to a random PO Box. I’m going to try to figure something else out.

Stay away from this long term health care insurance. Both my parents had it for years and spent a lot of money on their policies. Every time you call you are told different information, no one knows what is going on. They tell you forms are needed but send you outdated forms but don’t tell you they are outdated until you fill them out and call back to find out what the hold up is. Do much mud communication. At the time my folks purchased this, many years ago, this was one of the few long term health care insurance. I’m telling all my friends and people I meet to look else where!!!

I had to leave a star but they do not deserve one. I have been trying to have them pay a claim for over a year. I call get same run around about dates not right. I resubmit just to get another letter with same problem - phone help in a joke they are just reading the lines give for standard reasons why it is still held up. Truly sad that at the most stressful time in elderly life you get the worst customer service.

This is a company of liars and thieves. My Mom was offered her policy through her employer IBM and paid into it for 30 years. At 91 years old, in very ill & declining health, and after approving her payments for a year when she went into assisted living, they suddenly declined to pay out her monthly reimbursement because she did not meet enough "Daily Activities" to warrant it.

Do not use them for long term care insurance. They keep throwing out hurdles left and right trying to make it more difficult to receive home care benefits under the policy after we have paid premiums for 30 years. Caregivers need to use an app on the phone and tech support for the app is lousy or non-existent, resulting in a lot of extra paperwork for claim processing, which is extremely slow - it's clear that is intentional. When you call claim support, the people are pleasant, but often difficult to understand and their interpretations are inconsistent. At least 5 times I have been promised a call from a supervisor and never received one.

Don't waste your money on a long term care policy with John Hancock - it's a total joke. My mom faithfully paid her premiums for DECADES thinking she would be protected when she needed it. We have already paid out $30,000 for her long term care and John Hancock does nothing but make excuses. Every time we submit an invoice, this insurance company has some new reason to deny payment. In addition, their customer service reps are rude, unhelpful and difficult to understand. They constantly "lose" our paperwork, demand the same info over and over and drag their feet with hopes that we get tired of fighting them and give up. Unfortunately, my next step is to contact a lawyer for help which will cost my mom even more money. DO NOT trust this company with your parents or your savings - this is a nightmare.

My mother's in-home care commenced late October 2025. We applied for benefits in March 2026. We submitted all required documents for self-funded "elimination period" from November through January 2026. In late April, we were told payments were approved for the period February through April. As of June 30, no payments. Calls to customer care result in conflicting statements. It is as if the system was designed to frustrate and confuse.

I started back in May 2026 to submit a claim. I submitted the claim 30 May Return/receipt with followed up first phone call 12 June. I gave the rep all info, and she said they have no record of claim, but I said I have the digital receipt that you received 4 June 2026. Furthermore, I got a letter four (4) days after this call, dated 11 June. I called again, and the first rep hung up and put me on hold again, a rep came on I asked for a supervisor. He said I sent to the correct address, but I should submit online. Tried getting online and that was another delay!

This has been a terrible experience, every time I think we have submitted everything something new comes up and I have to be the person to initiate it. I have called every week for over 2 months and maybe I am making some progress but not really sure. I have spent lots of time on the phone on hold and being transferred. It seems like they are working against me instead of working with me. I would not recommend them.

1-Star Review: A 25-Year Long-Term Care Trap – Avoid John Hancock at All Costs. For 25 years, my mother faithfully paid her premiums to John Hancock, trusting that her Long-Term Care (LTC) policy would protect her when the worst happened. Now, she is living that nightmare, and John Hancock has utterly abandoned her. My mom has been diagnosed with dementia. The disease has already taken one of her eyes and is actively working on blinding her completely. She cannot drive, she struggles to eat well, and she requires a walker just to move. Her condition is severe enough that even Medicare is sending therapists to her home twice a week.

Mom is 98 years old and still lives independently. She receives 4 hours of community care per week that is greatly subsidized by other agencies leaving her with a monthly bill of $10 for these services. According to Mom’s John Hancock long-term insurance policy, she should be reimbursed this money. This is been going on for three years and it is impossible to ever speak with anyone at John Hancock unless I initiate communication through the Better Business Bureau. Mom paid into John Hancock for 40 years monthly. Her last payment were $153 per month. When her declining health permitted her these four hours of community help, the monthly bills stopped coming thankfully. It is such a hassle to be reimbursed and it can only be done online.

I find the filing of claims extremely challenging, with minimal help in using the Hancock website. It's a long, tedious process, and they incorrectly terminated my wife's policy, which they finally admitted was their error. My wife and I have paid premiums for over 20 years and we are still waiting to find out if the claim is approved.

Made my annual payment on May 1, validated as paid & applied on May 4. But then I get new email that there was a problem accessing my checking account. I’m a Finance MBA, know I entered it correctly as they do every year, so why tell me a week ago that it was paid and applied? I paid over the phone today but the rep I talked to was really poor. Gave her nine digits of the routing number but she said, "Oh you only gave me five." The website is primitive and the phone tree is poor. I just hope they can help me if I never really need the insurance. Not the first time I’ve had a problem.

Same experience. Both dad and mom have dementia. Both are in their 90s and cannot care for themselves. Both have been paying John Hancock for years. Yet, months after initiating the claim, dad's claim has been denied and mom's is still in the process. It's a scam. We'll probably end up having to sue. What an unpleasant prospect when I'm already dealing with my folks mortality.

The last few years you have increased your rates several times for my long term care coverage. Does the government have to approve these rate increases? Also I worry because many of your policy holders are complaining that you seem to be avoiding making expected payments on claims. Hopefully I will never have to make a claim for I wouldn't want to be living in a nursing home but with all the policyholder complaints I'm not sure I can depend on you to treat me fairly.

After having the policy for over 20 years, my husband became ill and required long term care. That began John Hancock’s delaying tactics. They had me jumping through endless hoops of providing information, while they delayed sending out the forms that needed to be filled out for weeks. After my husband passed away, they shut down his account making it impossible to send in paperwork. They directed me to a general website which did not work. This meant I had to rely on mailing in docs which they repeatedly said were not received.

The claims and portal are the most unhelpful site I have ever visited. It appears they are making us jump thru many many hoops to receive reimbursements. It is just a very long and tedious process that appears to be all in their favor. I can not recommend them. Also They could not email the evaluation forms to me, or the approved care provider, and do NOT have a FAX. They had to USPS document's. (NO FAX in Health Care? Everyone uses fax in a HIPPA system, but the insurance payor... Why is that?)

OMG. I wish i could give them a zero rating. Or negative 10. I bought this through my employer 10 years ago, and the employer (the largest employer in NY State) stopped using them. And for good reason. They ABSOLUTELY WILL NOT PAY for reasonable claims. Their process is unnavigable, the delays (up to 3 months!) are intentional, and their tools are useless. However, when I wrote to the State insurance Commissioner, they reversed their negative decision INSTANTLY, so they know they are liars and cheaters. I have been a senior healthcare executive and MD for 40 years. This is unconscionable.

They have the most creative stall tactics when trying to apply for claims. I have never had to fight, beg, plead, follow up and threaten so much in my life. If a member made you fight like this for premiums, you would cancel the policy. Why so much of a hassle for benefits? For everything, for that matter? This one transfers you to another person, to another, to another, to another.

The process to access OUR money is overwhelmingly complicated, from downloading forms, PCP verification, copies of CNA license, copies of front and back of checks paid to CNA. This is all contingent on if the claim is even approved, which takes 30 to 45 days. Then there is the 90 day elimination period. It is blatantly obvious that this company has no interest in helping customers to access THEIR money. This product is a complete waste of money!

Absolutely AWFUL!!! I have been jumping through hoops for 4 months trying to get them to pay my mom's claim! I have been paying $8000 a month myself for 6 months and they still aren't satisfied. I'm not a lawyer filling out these claims but you sure do need one. Every time you jump through a hoop they take 10-15 business days to just to find something else wrong! Then, they send their correspondences through the snail mail to let you know that you are denied and they need something else.

This is a terrible product. My mother has paid into this policy for 20+ years. I've been trying to get her claims processed for three months; the 'benefits specialist' declines the claims for a new reason with every submission. I cannot imagine an elderly person navigating this system on their own during a time of transition. Do NOT purchase. The agents who sell the product are nowhere to be found when you need access to the benefits the insured is entitled to.

Absolutely awful website and customer service. The main process and website is basically impossible to navigate. Paying premiums for 34 years on time and they are making impossible to receive benefits when finally needed.

But somehow the computer method was made to work (twice) AFTER I had logged out of the online payment page and AFTER my payment over the phone had been credited. My bank caught the first "steal" and refused payment. But the 2nd "steal" attempt succeeded in withdrawing a debit without interference. So my account was debited over $4900 twice.

As with others, I too am spending hours on the phone with incompetent staff who gives you different answers every time you call for a claim status. One agent tells me a month ago that invoice was cleared for processing, funds never received. After funds never received, I call again. Put on hold for 30 minutes to be told they have a computer glitch. $30,000 currently owed from these idiots. NY did a class action lawsuit years ago and won. I say all of us suffering from them should consider doing it again.

John Hancock Long-Term Care Insurance is long-term, only as long as you pay your premium and don't need their services. If you need their services, they turn into a short-term service Insurance. They block future premium payments and set a fixed amount they will pay. In our case, it lasts only for about 2 years.

DO NOT BUY A POLICY FROM THEM. THEY ARE THE ABSOLUTE WORST! I don't have time to tell the full story, but my mother paid into a long term policy for 20 years and now that she is disabled they always find a reason to NOT PAY A DIME. We are hiring a lawyer.

This place is a joke!! My mom took out this policy years ago thinking it would be helpful when it came time for her needing care. Ha! First they had her birthdate incorrect, which took months to fix before they could even talk to me. It's now taken months for them to process the paperwork I sent to meet her elimination period because the equally horrible hospice company can't put their name on anything. One person said to send a letter from hospice and they'd reprocess, only to have it denied again. I wasted more time calling a month ago to have it reprocessed yet again and it still hasn't been done. Now they called to see if she's receiving care?! Like dealing with dementia isn't frustrating and exhausting enough!!

Zero is the rating. I’ve spent crazy hours dealing with these scoundrels for my mother’s LTC coverage. They are extremely difficult to work with. Frustrating website interfaces. Stinks! She has since passed from pulmonary disease and Alzheimer’s. The processing times are way too long. I’ve spoken with their reps in PI, India, El Paso Texas, Florida and Boston. My mother paid their premiums for years. The coverage provided helped some. FYI it’s my understanding that numerous insurance companies jumped in on LTC, as it was “easy money “ back in the early 2000s only to find out that women lived longer than men and they lost money as a result. A lot of companies got out of this part of the business. Use any other company. JHLTC isn’t worth it. They have also been reported to the Texas Dept of Insurance for their incompetence and theft.

If it would let me leave zero stars, I would have chosen that one. My parents have been paying on a John Hancock LTC policy for years. Now when they need it, it would be easier to squeeze money out of a stone. My sister & I have been trying for 6 months to get reimbursed for a claim that was approved in June. It took forever to get both parent's claims approved, then it took months to get our caregivers approved, now our invoices keep being denied because they didn't have a POA on file, so I couldn't sign the form. It took me about a minute to login & find the POA's that I submitted in June. We were also told we didn't have direct deposit set up, but literally last week we were reimbursed for durable medical equipment by direct deposit. Also when a claim is open, you are not supposed to have to pay the monthly premium.

We found out today...over 4 months after we started the claims process...that my MIL had to have 90 days of "qualified care services" before they will pay any invoice. We have paid caregivers over $15,000 these past 4 months, none of which will be reimbursed or considered part of the elimination period. It appears that since our sitters were not considered "qualified" we will have to wait another 90 days before John Hancock will begin payments. We will still have to pay premiums during this time as well. This is simply a nightmare. How do companies operate with this kind of deceit? No one... No one at the company ever mentioned that if we didn't use one of their sitters, the elimination period will go on forever. I'm heart broken and feel extremely stupid for being duped by this company. Do not buy Long Term Care Insurance. It's a racket.

Our family has been dealing with JH/Fortis Long-Term Care Department for 4 years. We started when my aunt began to use her policy for home health after brain surgery and had to make over a dozen phone calls to initiate accurate payment/coverage/eligibility. Last year, we had to activate her husband's policy. Since they have no children, a HIPAA form was submitted that entitled their goddaughter and/or two nieces (both legally designated healthcare proxies) to inquire about the policy when necessary. Today, I called as a healthcare proxy to ask about daily benefits as my uncle has transitioned from home care to nursing home. Although the customer service agent could see the HIPAA form in the computer, she could not discuss the policy with me since it had not been processed by her company.

John Hancock, long-term insurance specializes in ways to put up obstacles to ever approving a claim. The application process is a torture. Data required for submission is complex enough. However, that data is often dropped and has to be resubmitted over and over. How can any agency expect people who need long term care to go through so many obstacles online. Especially given the fact that the helpline is far from helpful. Twenty years of payments to them with Social Security checks with nothing to show for it. Shame!

I am so grateful to John Hancock Long-Term Care. There are not words good enough to describe how much they helped me with my parents long term care policies. My parents used to say we won't take a vacation bc we want long term care and it paid off more then I can say. They taught me so much and lived up to every commitment they made. They helped me through issues I did not understand and gave peace of mind to my dad, when my mom died. And, then gave me peace of mind when my dad eventually passed. Truly the best to deal with in my opinion compared to what I have heard of other long term care insurance programs.

Updated on 10/02/2025: So I reviews in Sept. This is an update. They have completely rejected my claim. Even though my hubby was under constant care from later 2024 to July 4th. Their rejection criteria was that the services of the 34 hr nursing/physical therapy snd home health care was associated with a local hospital. These two services fit all the criteria in my policy. 24 hour care with complete nursing staff and full time doctor. Gully licensed home health care provider. My hubby was completely incontinent, had to be bathed and taken to toilet by two nurses. The company was a medical center with 3 branches. A hospital, a Rehab Institute and home health care. They are rejecting both the rehab and had home health care. I am consulting an elder attorney but the agent assures me that I'll be rejected. After paying thousands of dollars for over 20 years I am left without financial recourse. This company is scum.

Working with John Hancock LTC is like pulling teeth. When you submit invoices more often than not, if anything is off, you just don't hear back chronically delaying payments. The people on the phone are largely useless. As mentioned in one of the reviews, I also talked to this rude Victor who is just plain mean and useless but hey they have our money (our parent's money). Stay away, you are just In for countless frustrating phone calls and disgruntled retirement homes that are end up getting paid late. They just changed the rules again and after 18 months of sending them the invoice, that invoice is no longer valid. I tried submitting a 'paid' invoice for an another caregiving service I need for Mom and I can't seem to send any proof that is good enough for them to justify I paid it. A real nightmare. What a shame.

Invoices submitted for reimbursement were denied because the provider was pre-paid prior to the service periods. The provider is paid monthly, at the end of the prior month. When a provider is compensated, should have no bearing. I pointed this out to a customer service representative, who repeatedly, reading from a script, said the date of the check, 7/26/2025 (August, 2025 payment to provider) was before the 7/27/2025-8/2/2025 service period. I finally convinced the customer service representative to escalate this to their supervisor who conceded this claim review error. I've had to call back repeatedly on the status of their "error" correction.

I've had my LTC policy for almost 20 years, and called today to find out about upcoming plan changes and price increase. Completely rude customer service guy named Victor who wouldn't let me ask the questions I needed to ask, and talked over me, and then tried to lecture me on not letting him talk. Even after I asked for a supervisor, he kept talking. The materials they sent are not straight-forward, clear. The website listed for information is down or out of service. They have bullet numbers that aren't properly footnoted. I wish I'd chosen a different company. They stopped issuing LTC policies in 2016 and clearly want to be out of the business. They're even offering buyouts, which are a pittance. Very disappointing. And the asset protection that exists only for 4 states never expanded as my original agent assured me it would. Wow, just wow.

-----Parent's paid over $35,000.00 in premiums to receive $4150.00 in benefits. You would think that with these kinds of profits and practices, the Company would be able to hire representatives that speak fluid English without having to go through a dozen or so prompts and inane questions. Think twice----

My parents have a Long Term Care policy with John Hancock. We set up a claim for one of them due to a severe injury. At first, the process worked well. The claim was approved, bills were submitted and paid in a timely basis. Then out of the blue, the payments stopped, no notification, emails or letters stating why. The supposed Customer Service Team first tells you that JH has changed their payment process and requires additional proof of payment, the effective date of the change is July 1, 2025 on the letter we received.