John Hancock Long-Term Care Insurance Reviews

Have policy since 2003. Recently have submitted claims which have been approved. Signed up for automatic deposit. They said they deposited 2 payments. There have been no deposits to my bank account. They require a letter from my bank saying I did not receive them plus a bank statement. I have no proof they even sent them. The account for the deposits is the same account they automatically withdraw the premium from. That seems to work just fine since 2003. But somehow they can’t seem to deposit checks to cover claims. This is unacceptable in my opinion.

Wish there was a negative number for this review. They soak you for 30 years and then when it is time to actually use your "investment", when you really need it, they make it next to impossible to initiate the plan and next to impossible to make your first claim and next to impossible to talk to anyone who cares, ever. That is the strategy clearly. Drag their feet for as long as possible. The people they hurt are the elderly, who don't understand what is happening, as they are getting run around after run around. Pathetic and nearly criminal. Horrible company and people who work there. Highly recommend you delete their number.

My parents bought this probably 30 years ago and were to receive $93 a day for coverage. My dad was in rehab after a broken hip and that LTC coverage is supposed to go toward that and been part of the elimination period. A year later he was again in rehab, assisted living and then to memory care. All paperwork was submitted and they are only paying for part of the stay at only $45 a day. As others mentioned, terrible English, wait on hold multiple times, we submitted paperwork online 5 times and they claim they don't have it. Finally sent it in with tracking. Would call and get different answers, ask for supervisor and told they don't have one. Just run around after run around. WORST COMPANY EVER!!!

I wish I could give zero stars. Mom (thankfully) purchased LTC insurance through John Hancock. She now has dementia and currently resides in a memory care facility. While I and my family are grateful for this insurance I am consistently enraged and exasperated when dealing with them. I have called numerous times about an unpaid reimbursement with promises that the claim would be expedited and paid. They don’t listen, talk over me, refuse to transfer me to a supervisor when I demand one, and leave me in limbo. I’m the financial POA and the only one authorized to conduct business with mom’s financial matters. It’s exhausting and frustrating. LTC insurance is a great investment if you’re financially able but an absolute nightmare for caretakers. They’re rude, incompetent, and unhelpful.

My father was so proud to have purchased this policy thinking he wouldn't be a burden to his family when he needed a lot of care... I've been trying to activate this policy for the past 8 months, so far I've been given the run around but still trying. I've filed a complaint with John Hancock and my state senator, waiting to hear back. When I filed last September I was told that he met the 100 day elimination period as my father had been receiving nurses coming to his home for over 20 months.

I will never EVER do business with John Hancock or recommend them to anyone. My family paid life insurance premiums for over 60 years, and I am not able to claim my father's death benefits to pay for his funeral services. We have sent them the required forms three times, and continue to get letters in the mail stating they still have not received the forms. The funeral home has faxed them three times, we have called them three times on a three-way call with myself, the owner of the funeral home, and a representative from John Hancock. We go over the same things, the missing forms, we refax them and mail them at one point and yet today I get another letter.

They do not communicate if the claim is not accepted or is not being processed. You have to call and be put on hold for an extended period of time before anyone can help you. Then the poor employees (with heavy accents) struggle to understand what's going on and are obviously poorly managed. The portal for submitting the invoices is cumbersome and has lots of tricks embedded so that if you do something wrong, your claim just goes nowhere. It's really frustrating. Also, they were supposed to reimburse me for a premium payment and never did.

I went through terrible stress get on to a claim. I have been paying for close to 40 years. So much paperwork and decline and finally accepted. I am 90 years old. and every month since May 2024 I have been submitting invoices and they have been delaying payments for saying that didn't receive certain forms. Over and over again I resend it and they said they haven't received it. I call and get agent from other country hard to understand that tell them I sent it on and they don't have up to date transactions and have to wait a long time for them to check it out and then they say they received it. Everything has to be done electronically and last month there wasn't a Submit an Invoice Link to send invoice. Had to call and my caregiver had to make out a long form of information in order to get an Invoice Link to submit. I am so stressed and it is affecting my well being.

I work for a Provider who does business with John Hancock LTC. I received an email that stated the claim upload was not successfully received. Mind you we are a provider and submit 11+ claims weekly. When I called they were not able to tell me what claim was not successful. I would have to go through all 11 clients verification process to find out which one it is. 11!!!! Name, birthdays, zip codes and policy numbers for 8 different locations. This is ridiculous!!!! If you send an email you should be able to inform the provider what upload was unsuccessful..!! Do better John Hancock!!!

Where do I start.... This is a horribly run company. My mother has a Long Term Health Care plan. I have had 4 incidents with their accounting practices.. They were unable to correctly calculate the number of days in the initial deductible period.. They then claimed to have overpaid my mother by $2800.00 and attempted to collect the money back. They do everything they can to slow down or fail to pay on claims. Most Recently I submitted a $13,000 + invoice which had been paid. They would not pay the $4500.00 they were obligated to until I could explain a $108.00 credit on the bill. If you are considering a long term health care policy check out other companies.

My dad had John Hancock for over 50 years and had a good sum in his long-term care insurance account. They only would pay $52.50 per day for in-home care and assisted living or $75.00 per day if he went into a nursing home which is just ridiculous so he had to pay mostly out of pocket for his care. So when he passed he still had $60,000 left in his account and they refused to give his beneficiaries the remainder of HIS MONEY that he worked for and kept it for their pockets. So if you want long-term care beware of John Hancock, they will take your money and keep what's left for their gain. If I could give 0 stars I would.

Stay away from this company! My mother bought a long term care policy almost 40 years ago & now needs it & they don’t want to pay. Even after they approved her & the facility. If you don’t use the funds you lose the money as well. You can’t leave it to a beneficiary. So they keep all that money you paid in over the years. Absolutely disgraceful!!!

John Hancock is the long term care insurance company that my mother and father invested in years ago. We are at a point that my mother is in need of in-home care due to dementia. John Hancock has been difficult to work with, communicate with and along the way has not been helpful. It is hard to get a straight answer as to what the process is and how to get a claim approved. I have been told multiple times different information is needed to get the claim completed. And then finally when John Hancock decided they just didn't have what they needed, even though I was keeping them updated with doctors' visits that would allow paperwork to be filled out, they denied the claim for not having enough information.

This is the absolute worst company I have ever dealt with in my life. My father has been paying into to this for 20 years. At 84 he suffers a serious stroke in April- then 4 months in assisted living. Thank God, he has recovered enough to come home. I’ve been trying to get some reimbursement for all the monies he has spent- they go around & around- deny, deny, deny- then put you on the phone with those that can barely speak English. I’m not sure how anyone his age would be able to handle this if they had no family support, let alone while trying to recoup from such a serious life event. Everything in their power not to pay- they are due for class- action.

Sleaze that stretches my imagination. After much deliberation regarding when to activate my wife's policy (for dementia care) this company arbitrarily activated the coverage retroactively, in order to avoid honoring an inflation adjustment that I had already started paying for. The backdating is 6+ months prior to my requested activation date, and exactly 3 months before my initial entry into their claims system. Today I was told with a straight face that that was the exact date that my wife's treatment team and medical records specified. And of course Hancock refused to change the activation date, to honor my original request or even the date that I first approached their claims process. I've already set up an appointment with a lawyer, whom should have been my first contact. Be very, very careful, and good luck if you ever need to navigate their very deceitful practices.

I would highly recommend anyone looking into the future financial interest to look at as many other options as possible before leaping into this DEI/NIGHTMARE of an investment. I have been dealing with this company for more than 4 years and have been called a racist/bigot by a customer service representative for requesting to being transferred to a U.S. representative. Also, whenever you request to speak with a supervisor it's like pulling teeth. The agents argue that they have helped you with all your needs and a supervisor can't assist you any further.

I’ll be cancelling my policy in two weeks when I get yet another excuse as to why my $345 claim for grab bars in my bathtub have been put on ‘hold,’ saying correct paperwork still not received since February 2. It was received as was verified by a few JH employees until the last call of yesterday said it was not. This is now almost June. I’ve paid over $20,000 into my policy these 18 years. I’m done.

John Hancock has been nothing but a nightmare. Months of delaying tactics after we filed our claim, months of claiming they hadn't received paperwork that we had documentation of submitting. Customer service people who were either incredibly rude or very friendly but did not follow through on anything. Denying claims that were submitted through their on line system because "they don't accept faxes" (???).

There should be a way to give zero stars because John Hancock doesn’t deserve even one star. All the complaints listed by other family members who posted here, happened to us too. JH has a repertoire of delay tactics to discourage you from making your claim, or to frustrate you so much that to cut your losses you give up on your claim. The only way we managed to even make a claim was that my father kept the business card of the salesman who sold him the policy 33 years ago. That guy did help us but in the end we only got $2448 because JH is a rip off company.

Had purchase a John Hancock LTC policy for my wife back in 2004. Now 20 years later she has had to lower the inflation % to try to keep the annual policy cost increase reasonable with still about a 20 % rate increase. Then the last couple of years she has had 10-15 % increase each year and now her July 2024 rate increased by another $600. With the company saying that that was only as much as our state Minnesota would allow for now. Beware that this company is only interested in profit for their shareholders. Making this worst is I was their agent, but no longer, who wrote this policy for my wife. Our only hope is Minnesota will see how bad John Hancock treats their policyholders and stops their money grab.

Paying this company for over 15 years was a waste. My husband complained about paying and I insisted that he might- one day need it. Unfortunately, he was right and I was wrong. My husband was terminal and all received from this company was stress added on top of the pain we were already experiencing. The company continuously drowns you in paperwork for no good reason - whether or not you first give them documentation from physicians regarding the terminal condition and even admission to Hospice care. It's just a money grab and unfortunately, this is the way I discovered that after years of paying I'm wasting mine.

My parents have paid thousands in premiums to this company, and I have had difficulty just getting paid $97.40 for a medical alert system which is clearly covered under my mother’s policy. They apparently outsource to workers all over the world, and everything is handled in a highly unprofessional way. It took several calls before I finally got someone to send me the proper form to fill out in order to get reimbursed. When I first filed the application to open a claim for her, it took over 3 hours. I was required to do it in online, but the website took forever to load new pages, and I had to do some of it over.

My mom has paid into John Hancock LTC for years. When it came time for her to use the Long Term Care insurance, at 1st it was OK. NOW 3 months after they have been paying they have some idiot come and assess her. My mom is 90 years old. She has short-term memory loss, she has fallen 3 xs, can't remember to drink, eat, or take her own meds. JOHN HANCOCK HAS NOW DENIED HER CLAIM!! This "assessor" doesn't know this population or needs assistance herself. Now I have to jump through hoops of fire to prove my mother is still in need of assisted living, to keep her safe and ALIVE!!! She is 90!!!! She won't be getting better or younger!!!! I would AVOID JOHN HANCOCK LONG TERM INSURANCE LIKE THE PLAGUE!!!!

My parents have had John Hancock LTC for over 30 years and are finally collecting on it. It has been and still is a complete NIGHTMARE for the past 2 years and 8 months! So many reasons I am cannot possibly list them all. JH is impossible to understand, my sister and I spend hours each week on the phone trying to rectify when they did not get the paperwork (sent certified mail with signature.)

I’d like to start out by saying if I had known of this 12 years ago that the approximately $160,000 I have paid John Hancock LTC I’d have the money in a bank and would not have to scorn this company for what I perceive as a scam based policy that we were all sold. This is a copy of the correspondence I sent to JH LTC. I have not received a reply as of this posting. I will post JH LTC response if it comes at a later date.

First, the call center people in ** are very hard to understand. You ask to be transferred to a ** based representative and 15 minutes later the call finally goes through. The person seems friendly, but really doesn’t care. After 45 days of working on a new group home claim with reimbursement and after 12 phone calls, I’m still waiting for satisfaction and closure. Three representatives actually said they would call me back the next day with an answer and they never called back. It’s an easy issue to resolve but they don’t care! Obviously, senior management has a culture of not delivering on quality customer service experiences. Never buy any product from this company!

I paid long-term-care premiums to John Hancock for about 20 years. I always paid annually. This year, I did not receive a bill, but they notified me that my policy lapsed for non-payment and that I could apply for reinstatement, which I did. After many months, they asked for information about my physician, which I provided. After several weeks, they notified me that the information from my dermatologist was not sufficient and that I should have had a physical exam within the last 18 months. I have seen no physician, other than my dermatologist, for many years because I am in good health, and even if I had seen a physician for a medical problem, the physician would not likely have conducted an exam sufficient to meet John Hancock's requirements.

Over the years, the premiums increased 2.5-fold and we were not allowed to pay monthly, rather annually or semi-annually. When my wife needed care, the amount provided paid for less than half of the cost of home care. I do not recommend this insurance.

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 client has over $300,000 of benefits available. They keep denying all claims for reasons such as:

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!