John Hancock Long-Term Care Insurance Reviews

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!