John Hancock Long-Term Care Insurance Reviews

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.