John Hancock Long-Term Care Insurance

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.

Absolutely worthless customer service. Every time I call I'm on hold for over 30 minutes and the reps are rude and unhelpful. I've noticed that they disconnect you on purpose also. Would not recommend!

This company is deceptive, unethical, and practices bait-and-switch. Requirements for claims are not upfront or transparent, and as soon as initially disclosed requirements are met, they will find more roadblocks to put in your path to string it out so they don't have to pay out...probably hoping the policy owner will die first. My parents have paid for this insurance for over 20 years and both are now in their 90s. This past year they applied for durable equipment benefits to help them stay in their own home (a step-in shower and lift chairs), and John Hancock LTC Insurance, while always right there to collect their premiums, found one reason after another to not have to reimburse my parents, especially after they submitted all the supposedly required information and documents. I spent 6 months on this for my parents, trying to fulfill endless requirements that were not initially disclosed or part of the claims submission process, and finally gave up because taking care of my parents had to take precedence.

At first, we thought they were just incompetent. But now we truly believe they are purposely trying to scam people. They ask for documents to begin the process of paying out reimbursement for long term care. They have repeatedly said that they didn't receive the documents needed. So we call the nurse facility to resend. These docs have been resent so many time. So we drove to pick them up and sent ourselves. 2 separate companies have resent. We sent more than once. The nursing facility called and spoke to John hancock multiple times. We called. Everyone has called. The docs have been sent so many times.

John Hancock LTC is terminating my 18 year lifetime policy signed in 2003 for medical conditions that occurred in 2010 and do not exist today. JH is violating the clause in my policy and NY Insurance Law Section 3203(a)(3) (McKinney2000) for refusing reinstatement after 2 years from the date of signed contract for medical reasons, which medical conditions didn’t occur until 2010. That is 7 years after the JH policy was signed. To date I do not have lung cancer, and did not require radiation or chemo therapy after thoracic surgery on October 12, 2010.

My former employer offered LTC thru JohnHancock in 1997. It was a great plan. I was in my mid 30's/single with two kids and no other family. My premium offer was $23/month for a lifetime benefit of $529,000 (or 5 years total in Nursing home) and payments would stop at age 65. JH offer included a statement - "rates will never go up". Well, I call **. Not only have the rates gone up, but they got away with the "payments stop at age 65". Again, I have all the old paperwork.

My parents paid for LTC insurance and both ended up needing it. The problem came when my father moved from home health services (in my hometown) to a nursing facility where his reimbursement rate should have been double (as were his expenses). We retained home health services ON TOP of nursing care, having caregivers provide services IN the nursing facility to ensure adequate care. Even though John Hancock received invoices from the nursing facility, they also received home health invoices (that agency just kept sending them).