John Hancock Long-Term Care Insurance Reviews

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.

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.