John Hancock Long-Term Care Insurance Reviews

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!

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).

We pay $3600 per person per year for long term. I thought it was a waste of money and surely, there would be some sort of catch. The catch is - the long term care pays you up to $9500 per month for five years. It ends in five years. That was the catch. Would we ever use it? Fast forward to 2015 when our dad reached age 75 and couldn't really walk so we moved him into a home. John Hancock paid the entire bill every single month. He died in 2020. John Hancock's five year expiration was two months away - so we never had to pay a cent out of pocket for retirement care. If you're on the fence, I would consider this a sign to signup and get prepared for if this happens.

My wife and I have had John Hancock long-term care insurance for about 10 years now. There have been numerous premium increases throughout the years. We now pay about $2000 a year for me and $1400 a year for her policy. Close to $30,000 over ten years. Just got a letter yesterday that our premiums will increase by 25%, phased in until the new optimal premium is reached for us old folks who may require LTC in the future. Based on their recent demographics, apparently just completed, they're anticipating raising rates by 30%. They claim they didn't anticipate people getting older and needing care. What a surprise.

My parents have paid into this policy for over twenty years. I guess the law allows JH to increase premiums which they have done over that period on a regular basis. Before my dad died, after extraordinary effort on our part, my family was able to begin receiving some reimbursement for some of his extra care. He died 3 years ago. Now my mom, 96, needs extra care. We are reliving the frustration of applying for reimbursement, running out the 100 days “elimination period” (this means they don’t pay any reimbursement for the first 100 days when you incur the expense), submitting invoices and calling them to find out what is going on. Maybe all these companies and policies try to take advantage of the insured. John Hancock is certainly among them.

I have paid into this policy for myself for the past 18 years. I am a Federal Annuitant, and the payment was automatically withdrawn from my bank account each month. My health deteriorated to the point where I needed to begin the claim process recently. I filed a claim, received a telephone call from a case worker who explained the process fully, filled out the required forms and within a couple of weeks was told by the same case worker that my claim had been approved.

My mother paid $1,600 a year for 15 years. Now that she needs help at home this company makes it so hard to make a claim. You get sent from one department to another with no help whatsoever. Then when I finally get to ask what her benefits pay for they tell me that there is a 20 day grace period before they will start to payout. Unfortunately we need help now and I do not believe my mother will even make the 20 days before it kicks in. They have failed my mother and my family in so many ways.

Tragically John Hancock is very far behind with technology and catering to members that have been with them for more than 20 years. There is no way to pay for their services except by snail mail or a automatic withdrawal out of your bank account which I disagree on both options. There should be pay over the phone or on their website. Their insurance is no different than paying for medical insurance or auto insurance hence it is insurance. It's not a security thing. It is a lack of organization thing sadly.

I have been trying to resolve a claim for my deceased friend (I am the Executor of the Estate) for the last 6 months. After 11, yes 11 phone calls and endless paperwork being sent John Hancock finds one excuse after another of why they will not pay the claim. He has $20,000 he paid into this policy and the bill is for $4000. It has been the most appalling and frustrating experience....Please do not buy insurance from John Hancock....When you are at your most vulnerable after dealing with a death of a family member/friend John Hancock will not be supportive or helpful and will NEVER pay the claim. It’s a complete waste of money. They are not worthy of even one star!

Just got off the phone for the 10th? time. We filed a claim on behalf of our father who has since passed. After filling out all the forms and having the Doctor fill out the forms and the Caretaker fill out forms, along with check stubs, daily logs etc. I was again just told they did not get a form from the Doctor. That another company handles that part yet since that happened the claim stopped. Not sure why it was not restarted she said, but they dropped the ball and now 6 months later will ask for the forms again. This is after "losing" the check stubs and other forms once already. It all seems that the whole process is to delay, delay delay and hope you go away.

John Hancock Long Term Healthcare in 2007 was one of the very best health care plans available. We had experience having to deal with a healthcare plan for my father in law. It was not a good experience and for that reason we looked at John Hancock and realized that their plan avoided most if not all of the pitfalls of my father in law's policy. We took out a policy for my and myself at $1016 per year for myself and $1204 per year for my wife. In 2012 my policy increased to $1250 per year. Again in 2019 my policy increased to $1370 per year. That is a combined premium of #2850 per year. Now with this obvious ploy to force us out of our long healthcare plan we have come to the realization that John Hancock was no better than all the other so called Healthcare companies on the market.

My legacy blind mother was denied her policy after years of paying into it. Trying to appeal this claim, this company has given me the run around and has yet to provide an explanation as to the reasoning behind the denial of the claim. Perhaps a lawsuit is the next necessary step.

I have had a long-term care policy from John Hancock for myself and my wife for many years -- I have just received a second appeal from john hancock concerning a rate increase on these policies -- the first increase was several years ago and the second one is now -- I have found in doing business with john hancock (both life insurance and long-term care) that they are a sorry bunch of non-caring money-hungry corporate pricks - their only interest is their bottom line --they try every method possible to get you to drop your policy (be it life insurance or long-term care) as you get older so they can weasel out of paying you any benefits -- I have never had such a sorry experience with such a sorry company -- I would never ever do any further business with them -- They should not be allowed to do business as they are a total scam.

My grandfather had paid over $60,000 in premiums and when he wanted to get home assistance while he's on chemotherapy and my grandmother is incapacitated, and this company has just continually delayed by saying they don't have enough information, or they need this person's license, or the name of that facility, etc. Each time you get closer it's like a new thing that they need pops up. Like they're just waiting for you to apply to tell you these requirements exist so they can draw out the process. He has needed help on multiple occasions due to my grandmother's falls and vertebral compression fractures and him being on chemotherapy getting blood transfusions for the past year, and never managed to get them to cover a dime of the home care he needed. He had to pay it all out of pocket.

I bought 2 long term care policies to protect me and my wife when I retired 20 years ago. The financial analyst told me the company had never raised premiums on this type of policy in the past. Now that we are reaching the age that we may need coverage, the company is raising premiums every other year. This is why people hate insurance companies. I believe that a company that does this type of unscrupulous practices should be put out of business. I think that I should have the ability to get a refund on all my premiums. These are not honest policies. John Hancock is a scam!

John Hancock LTC Insurance is one of the biggest scams and has been ripping off so many elderlies in times of desperate needs. My father who is almost 90 years old purchased LTC insurance back in 1998 for my mom who is 85 and suffers from Parkinson and other illnesses. The Rep./Agent (John **) who sold the LTC life insurance to my father blatantly lied about the policy coverage, no price increases, etc. Beside the fact that there were many premium increases for which my father paid, they have made it very difficult to say the least to get my mom the needed help. My father has been paying out of his pocket the Home Health Care for my mom. Since 2016, John Hancock is no longer providing LTC insurance and are making it very difficult for the existing policy holders to submit a claim.

John Hancock Long Term Care is unethical and irresponsible in their treatment of Senior Citizens. After paying for 22 years, at age 95 my mom was denied services. The appeal process is long and designed to delay payment of benefits as long as possible. The company sends letters from employees that you cannot call directly. The service is very poor. Concern for their premiums not for their elderly clients.

Please beware of this company that preys on the elderly! My parents have been paying into their JH long term care plan since 1997. This last year, while tending to my father as he was dying, my 83 year old mother became eligible to start her long term care payments. But because during this time of stress she lost track of her account and missed 4 payments, the account was reduced so she can only recoup 20% of what she paid into it.

I just got off the phone with John Hancock. Specifically the supervisor Redd. She stated she is the only Redd that works there. I am my husband's agent. I have power of attorney. He is unable to speak and care for himself. Rather than ask for a written copy of the power of attorney Redd told me and my husband that he had to give the address and birth date before she would be able to speak with me and he did struggle to try to speak with them during the almost hour communication that we had with them. Furthermore Redd said she'd had no idea where my husband's money is. She also said that she had no idea beforehand what company my husband worked for. She didn't see it at all and he had to repeat it at least five times. He just had throat surgery. He just had major surgery.

I am surprise anyone finds John Hancock to be a reputable company. My husband was a federal employee and signed up for extended care after a federal seminar in 2002 explaining his benefits. John Hancock was one of several vendors invited to promote their services during this seminar. Our premiums were always paid in full and on time. When he became disabled our nightmare began. In short, we have been passed around like a sack of trash from one voice on the phone to another. This is the situation as I see it: WE PAY for excellent health coverage. Our health insurance paid expenses for his initial extended care.

My mother and father took out a JHLTC policy over 30 years ago and always made the payments on time. Two years ago dad goes in and out of nursing care facilities and in home care due to falls, memory loss, and dementia issues. Twelve months ago he was admitted full time to long term care. So Mom starts calling and emailing John Hancock repeatedly in an attempt to file a claim. No one from JHLTC responded. Recently she ask for help and I filed a claim several months ago on the JHLTC website which ask for lots of details. Weeks pass with no information, then a JHLTC nurse visit to assess dad. Then a month passes, no info so I call JHLTC and they tell me they don't have the info needed to proceed which was the exact same info I submitted on their website.

Did you buy Long Term Care Insurance from John Hancock? In 2003 my husband and I enrolled in the John Hancock Long Term Care Insurance. What was particularly appealing to this policy is that it partnered with New York State. About five years ago they increased our premium: mine increased 100% - it doubled! My husband’s increased 60%. Last year we got another notice of premium increase, this time of 15% with definitely more to follow in the near future. I see this as a clear example of “bait and switch”. We are in a no-win situation. We have paid them thousands of dollars over the past sixteen years. If we drop out now we have really lost this money! If we stay in we can’t afford the increases as both of us are retired and live on Social Security.

My husband died on Jan 18, 2019. In the last 14 weeks my agent & I have sent 2 official copies of his DC as requested, 1 photocopy & one obituary. JH been called by two agents explaining that the requested official DC has been sent twice. In today's mail was yet a third request for an official DC. I only ordered 10 copies of my husband's DC. I refuse to send a third copy. These people are either totally inept or they enjoy tormenting people. I would not recommend them to anybody and certainly plan to lodge a complaint with the BBB and the insurance commission.

My husband and I paid faithfully into our Long Term Care Policies. Now we live in Assisted Living and husband is using his policy. Every month is stressful when trying to be reimbursed. One staff person will say that John Hancock never received the invoice. The next person will say that the invoice was late. They are dishonest. No one says the same. They will not permit anyone to talk to a supervisor/manager. Gave the wrong phone no. I am sorry we bought from John Hancock. I thought the name meant a reputable Company, but not so.

My mom has had a Long Term Care Policy since 1993. Now that she needs it, we can't get the reimbursement. Have met all requirements and deductibles. Have submitted claims. No answer. We call and there is always some sort of excuse. Going on my third call now. I have seen a few stories on this site that mirror my story. In my opinion this is financial exploitation of the elderly. If I get another excuse, then I will have to get a hold of the Insurance Commissioner of Washington, or possible an attorney.

John Hancock is a large company with a generally good reputation, but I would advise staying away from them. In my case, they have not honored their commitment on a long-term care policy. I purchased two long-term care policies from John Hancock eleven years ago when my wife and I were 54 years old. We have made the premium payments without fail. However, because John Hancock underestimated the cost of delivering the promised benefits, they have come back to us three separate times in eleven years to reduce coverage and change the payment terms.

Policy states product ceases when all monies used up OR for the life of the policy holder. Numerous calls and emails to no avail. JH denies their language in the policy. Any class actions suits I can join?

Policy states product ceases when all monies used up OR for the life of the policy holder. Numerous calls and emails to no avail. JH denies their language in the policy. Any class actions suits I can join?

I purchased John Hancock LTC insurance 16 years ago when I was 52. I purchased the inflation and lifetime riders. Four years ago, before John Hancock was sold to a Canadian company, premium increases (as reported by the news on most LTC insurers) were sent to me. I was given options: Keep the benefits and increase the premium, keep the premium but reduce the benefits by either dropping the inflation rate and/or length of the lifetime term to 10 or less years. Since both of these riders are no longer offered and YOUR health and longevity determine the odds of your needing the benefits, I looked at my own case and determined that I would keep both benefits but reduce the annual inflation increase from 5% to 2.5%.

John Hancock is the Absolute worst company I have EVER dealt with when it comes to customer service! We have been paying premiums with them since 2010. The current premium they charged for my mother is almost $14,000 per year. I submitted a claim in August 2017, which was subsequently "approved" in November 2017. Since then they have continued to ask for premium payments (even though no additional premium payments should be due once a claim is approved). Additionally they keep stalling and asking for additional information which has now been presented to them 2 and 3 times.

I am the adult daughter of a policyholder. My mother complained about the premium increase but she continued to pay each year from age 60 to 81. She died suddenly 6 months ago leaving my father who is 87 and has dementia. All of her benefits were assigned to him. I came to this site and read these reviews which was very troubling. I also read the policy. At first we kept my dad at home with home health agency. After getting through the 90-day elimination period, the checks started coming. This policy has provided us with much peace of mind about how we will take care of my dad. I am so thankful that my mom gave us this gift. We have asked the home health agency and an assisted living residence about their experience working with John Hancock, the response has been very positive. They do what they say they will do and they pay what they promised.

Too pissed to go into detail. I'm cancelling my policy TODAY!! I found out that in order for them to honor my policy, they're increasing my monthly payment. And, this is just the 1st price increase, there will be several more in the future. After "donating" $23,550, I feel conned.

In May 2000 I took out John Hancock long term care policies for myself and wife. In March of 2017 they increased the premiums outrageously forcing me to relinquish my policy and reduce benefits drastically for my wife. This March they were back with another large increase with, by their admission, with more to come. I exercised Contingent Nonforfeiture Benefit on both policies, stopping premiums and leaving minimal benefit if policies ever exercised. They, as any company went into to the long term care business with eyes wide open, and through the years although some increases would be justified, this was a power play to get out of policies. They should quit writing policies and honor their current commitments. They should be investigated! I sincerely hope I never have any further dealings with this company as I have very little confidence I would ever receive even what I have invested to date.

I am a single male, never married. As a state employee I took out this policy when I was 42 - 11 years ago. About halfway through that time they tried to raise the premium on me or offered to take reduced coverage for a slightly lower premium. I opted for the reduced coverage. I was hoping that would be it. Now that I'm 53 they once again are raising their premium and saying that since I was already at the lowest premium there are no other options other than not pay lose the benefit. I thought I would be locked in and premiums would not increase because of my age, health (I'm healthy) but they can increase it anytime they want to.

Insurance companies employ large numbers of actuaries to determine risks associated with products they intend to market. The companies then price policies accordingly and consumers who buy these products do so with the understanding that risk has been analyzed, accepted by the insurance company, and priced into premiums. This is especially challenging when the risks involve life expectancy and long term care (LTC) unlike, say, insuring a car or a home. Nevertheless, companies including John Hancock assumed LTC risks with their eyes open! A thoughtful person could easily understand that actuarial forecasts regarding a particular product cannot always be 100% accurate. That is an integral part of the overall risk insurance companies take. Some products of a large diversified insurer such as John Hancock lose money over time while others make money.

I agree with James from Dayton, Ohio... I am having serious doubts about this company. I do not like the idea of how they want payments also. I have always paid thru electronic payment thru my bank account and was set up (BY ME) to have paid by the first of the month. We now have two choices, twice a year payment OR they will pull payment from my account every month. No one gets into any of my accounts. Can they even do this? Force payments like this? Not real sure of understanding all the rate increases either. I do wish someone would look into this. Not sure really how to rate this either.

As with James of Dayton, OH, we too are being hit with a very substantial rate increase (our third one in 16 years). Hancock also says that they plan to follow up with the same percentage increase in at least each of the next three years. We understand increased costs but believe these increases are grossly unfair. We policyholders are now quite senior and bought on the basis of John Hancock’s good name. No doubt that we will soon be priced out of our care policies as we survive on social security plus small savings. I would like to join a class action lawsuit against John Hancock to limit or stop future premium increases.

I have a long term health care policy which is limited in total payout and length of term for the payout, yet John Hancock claims they are raising my premium because people are living longer and the cost of long term health care is going up. Neither of those things should affect me or them, yet they will not budge. I have contacted the Ohio Department of Insurance and they, so far, are not willing to fight the issue. I have made contact with several lawyers who say that I have a good case but they want to give ODI more time to come around. My question is: "How many other policies are out there just like mine which would be candidates for class action lawsuit? Remember, if you have a policy which pays out until death with no defined end, you are no in my boat.

My family and I have had the worst experience with the company! A relative started a claim when she didn't feel well and I took over as her power of attorney a few month later. The documents were constantly being returned to make small changes. Even after making the change, the same document would come back for another change. Their legal group would flip-flop on advice, so I had to get my an attorney. They would request documentation that did not make sense; if the documentation wasn't returned within 30 or 45 days, then the claim process would stop. With slow mail forwarding and caring for someone out of town, this was not a lot of time.

Just received a letter from J.H. informing me that they will no longer bill by the month. Starting in 2018, they will only bill semi-annually. That means all of their customers will have to pay their premiums six months in advance or allow J.H. access to my bank account for monthly withdraws. As retired IT professional, anyone giving a vendor access to your bank account is just asking for disaster. Easy to start but really hard to undo.

My dad is 90, my mom is 87. Now it is time for them to use this insurance that they have paid on for years. They have gotten the runaround and now like other that have filed a complaint on here their premiums have gone up where they can not even afford them. People, please do not take out this insurance. Put your money in a saving account where you will be comfortable about knowing the money will be there when you get ready to use it. This insurance is a big joke, and the folks that give it a four or five star must not be near the age to even use it. The agent is no help nor is the company that they got it thru. Please put your money in a safe place where it is FDIC insured as this company has already proven to fail...

I am 80 years old and have carried LTC insurance with JHLIC for over 20 years. Just received notice from JHLIC that my premium will increase 40% over the next 4 years (40% is maximum allowed by the insurance commission) and a promise to expect future increases. The reasons for the increases are "due to people living longer than expected." I can't believe that when I took out the policy that the insurance industry didn't know that life expectancy was on the increase.

My 87 yr old mother paid into this for decades. She has been in an assisted living facility for 3 months and has received $0 because of their constant run around and broken promises. They are purposely doing everything in their power to keep her from her money. Every single time in my over 23+ phone calls I'm given a different story by a different phone rep. Speaking to supervisors is a joke. By their actions I can truly say they have no concern or compassion whatsoever for their customers. They repeatedly send my mother letters making demands that have no merit and then after I spend hours (literally!) clearing their mistakes they say they'll send a retraction letter. When I tell them that my mother can't sleep at night and is in tears over this... No response. Every week since July 1, we've been getting the mantra, "The money will be dispersed within 10 business days."

Just got notice our Long Term Care insurance premiums are rising 15% over next 3 years (5% each year) and there is NOTHING we can do about it (except change to lower coverage at lower premiums). What a "bait and switch"!! Entice with reasonable rates and premiums & now that we are 6 years into paying premiums (significant investment), they gouge us with ridiculous increases and we are stuck! Plus they can and likely will increase our premiums again & again!!

When I was sixty years old I took out my Long-Term Care Insurance with John Hancock. The effective date was May 03, 2002. John Hancock placed the policy with Fortis Long Term Care which was administered by John Hancock at that time. The Automatic Benefit increase was 5% Simple. Total Premium at that time was $3,423.32. I was told there would be no premium increases and all the other untruths that so many people are now aware of.

John Hancock helped my family when we were in need through my dad's long term care policy with them. We moved him into an assisted living facility in April 2016, filed the claim with John Hancock, and it was approved in a timely manner. They sent a nurse out to talk to my dad and did a much more thorough investigation than another insurance company that he had a long term care policy with. They also always paid what they said they would and were very professional. I highly recommend them!

John Hancock LTC Insurance is one of the biggest scams out there. Please avoid at all costs in that it will only succeed in depleting your cash savings. They are great in accepting premiums but when claims against the policy are filed they give nothing but the runaround. We filed a claim on behalf of my mother who was diagnosed with Alzheimer disease. They sent a nurse (debatable) to examine my mother and after 20 minutes of testing determined that she was fine. Not sure what the test were that she was given but this diagnosis was completely ludicrous.

Always helpful when I call in to talk with a representative. My questions were answered promptly and they give me what I need to feel secure and confident about the future. If I had to go with another provider I am not sure I could get the same coverage at the price. Also, the coverage is great. They provide a great value at an affordable price. I can't say the same for some of the other providers I have used in the past.

The agents are very knowledgeable and friendly. They are eager to assist and always willing to go the extra mile to help and make sure that all questions have been answered. They provide a wide range of coverage and plans, making it easy to choose which best fits your personal budget, needs and goals. I'm happy to have the knowledge and ability to know that no matter what happens I am secure and am able to face whatever comes at me ahead in my life. It makes me feel comforted that my family has the security of knowing that if anything happens that they are not going to adversely affected and that security is worth the world to me.

They have the best customer service anywhere. They are very knowledgeable nice, and try to help you any way they possibly can. Very willing to answers all questions. They also explain every possible scenario with you, and always asking if you want certain things you don't think of at the time. We went over several different policies and the people were always patient when I didn't understand each policy and new things I've never heard of. I have the best coverage they offer, and the value is excellent. Wouldn't want to deal with anybody else. Money is not easy to come by and they realize and care about you and finances.

The customer service has been satisfactory and well worth the money. Friendly employees and very helpful when I've needed to talk to them. They have a Good range of policy options used to meet many wide ranges of people and options. They are tailored to meet the needs of the one applying. My long term care coverage is great and covers a lot. It meets my needs and I'm often updated on new options to add to my coverage as they appear. It is well worth what I pay since it covers a lot as compared to other company's values side by side.

Rates were never supposed to have gone up, but they have gone up. Communication has been only one way - from company by letter. They had a number of choices and I did find one choice that was acceptable to me. Coverage choices included a yearly inflation increase that was supposed to be included in the cost. They just offered me the choice to pay more to maintain the 5 percent annual inflation I had or to accept a 3.5 percent inflation rate increase every year at the same price I have been paying. The most value is peace of mind, since long-term care can be very expensive. My mother paid $3,500 a month to stay in an assisted living facility that is not covered by medicare or health insurance.

The customer service at this company is very good. They help you with all your needs and answer whatever questions you and your family may have. It is a great company to be there for you and your family when you need them most. This company had the best policies and the best coverage. They help you through the processes of policy options and gives you more options than you can ever imagine. They protect you from everything and is there to answer whatever questions you may have or not have. You may choose from a variety of things, and they help you through the process of choosing what products are right and wrong for you. The value is very cool and so worth it.

John Hancock is a reliable corporation that has excellent customer service. There are many ways to contact their company where the staff will treat you well and answer your questions. There is no question too small. Many options allow you to customize your policy to suit your insurance needs. From low to high end. The long-term care insurance coverage allow peace of mind so that you or your loved ones do not have to worry if and when your health declines. It was an excellent decision to get covered. Price for long-term coverage is high so to get it lowered through insurance is a great relief when the time comes. It's cheaper than the hospital or hospice care. That is for sure.

I was pleased with our customer service representative. They were very clear and concise and helped us with a concern we had. We were very happy with all the policy options we were given in our long term life insurance policy. We felt we would be adequately covered by the coverage of our long term life insurance policy. Our family would feel comfortable and will be helped out by our policy also so we feel satisfied. It was not the cheapest policy but we will pay more for quality so it was satisfactory. We will always pay more as long as we are happy about the service we are getting.

Customer service was fast, competent, efficient, friendly. No waiting just good service quality. Responsive, awesome. Could not ask for a better company's employees. Wish had policies where you could borrow for colleges or a new car for graduation but still a good life insurance company. Nice affordable price. Good quality rates that don't go up. At 10 dollars a week is a great family rate with 100 thousand on me, fifty thousand on wife and thirty on my child. Is a wonderful deal for the price. A wonderful long term insurance and well enough to take care of my family no matter the circumstances. Quality at its finest. A really great deal for the price and I am well pleased with the quality of this great company.

Getting a hold of the company to set up my policy was excellent. I immediately got a live person after one menu option. They had a very large amount of policy options and were able to cater the policies directly to us. No matter who you are, they could create a great policy for you and not have to empty your wallet. They have a really great coverage plan. Once they go over everything with you while you are setting up the policy, you can really see how far the coverage spreads out. We got a really great deal with the policy that we selected, and it is a very comprehensive one as well.

The only difference between all of the 1-star reviews is the amount of money we've lost to these bloodsuckers (I've thrown $23,000 down the John Hancock toilet). Why doesn't the insurance commissioner monitor this obviously fraudulent actor? I suspect it's because they are in bed with the insurance companies. So what else is new? The concept of "consumer protection" no longer exists. It's just a fairy tale we have all been brought up with... this "great nation" is now officially a sewer.

Customer service was pleasant to work with, very reliable and reasonably quick. My husband used them for a claim at work and found them very helpful which was good. He likes things done fast so he was very satisfied. Their long-term care coverage and policy options are very reasonable so my husband was very happy with that and he is a hard man to make happy. Their value is also very good for my husband to still keep it cause he's a penny pincher so value is one thing that has to be a great thing for him.

Please find enclosed in your form envelope 145-362 (rev 1/11). A void check which you request, Also find includes a void deposit slip, which I sent via fax to show the deposit slip, has the exact same information as the canceled check. The point being, that when I talked to one of your support staff last week, I was informed that a deposit slip was acceptable, which leads me to believe that your support unit is not knowledgeable about your procedures. I spent several hours dealing with your robotic phone system trying to get thru to a human only to be put on hold several time and transferred to different department only to get a nebulous answer that turned out to be worthless, and a complete wast of my time, when all I wanted was to transfer banking accounts, from one already set up to a new one.

A 90 year old insured with John Hancock has had multiple claims that apparently are denied. The insured has not received any explanation of benefits from John Hancock. A customer service rep is relaying the message when I called them. Initially we were told the providers were not their approved providers but they allowed us to apply to be approved; we were told later that they had approved the provider but two months later tell us that the provider was not approved. They lied, misled, deceived this insured. Does this website investigate issues or is this just a sounding board?

As most of the reviews I read indicate, JH long term care is difficult at best to deal with in a time of need. And yes, I also feel the same and I am a policy holder. We have endured price increases as others, and believe the selling agent (20 years ago) blatantly lied to us about the policy coverage, no price increases, etc. I am going to contact our state insurance division to see how many complaints have filed against JH before I need to file a claim in the future. At least now I know I'm not the only one with really negative feelings. Unfortunately most of the others were in immediate need of coverage. I'm going to compile every single piece of information, correspondence I have ever received from them and a copy of all payments I have made over the years to them. Maybe I will be prepared. It would great to know if anyone ever heard back from JH!

I'm 52 years old and been paying into LTC for 14 years. I just received another premium rate increase. I started LTC at an early age -- age 38 -- so that I would have a lower premium for life. Since enrolled, I have several price increases and a policy change. I'm not happy. I wish that I could get my money back; I feel as if I have been taken. I may have to drop the policy and lose my money. It is getting too expensive. John Hancock should be audited and sued. I was under the impression at 38 that my premium would stay low because I started the policy at a young age. Wrong! I am so piqued at this scam.

I have been paying into the LTC program for 12 years (about 32,000). A few years ago I had to drop the inflation coverage to 4% to keep the premium the same. NOW to keep my policy the same... they raised the rate to 566.00 a month from 250.00 a month. It feels like I am getting robbed. My premiums went up over two time what they were last years... Beware OPM and John Hancock's long term care policies. Perhaps... there is an agency who can look into this... It sure sounds like a fraudulent move. By the way, OPM had to approve the increase.

Long-term health insurance payments are fully eligible for Health Savings Account (HSA) payments. John Hancock does not accept HSA debit or credit card payments, but will only accept checks. No HSA accounts that I've found issue checks. All HSA accounts that I've found only issue cards for payment. So essentially John Hancock refuses to accept HSA payments. I believe this little conundrum is their way of refusing to accept HSA account payments for long-term insurance.

My 86-year-old father has been paying premiums for over 20 years. Last fall, at his doctor's instruction, he moved into a nursing home and later, into an assisted living facility. (The local assisted living facility did not have space available initially.) After the 90-day exclusion period, I applied for benefits. It was like pulling teeth. John Hancock sent a nurse out to evaluate Dad, but the focus was clearly on physical abilities, not cognitive abilities. The claim was denied. After my mother passed away, my dad moved into a different assisted living facility that had more experience dealing with long-term care carriers, and they provided more documentation to support the claim. I filed my own complaint with the state insurance commissioner. Shortly thereafter, the claim was approved, and we have received payments since.

Always helpful when I call in to talk with a representative. My questions were answered promptly and they make sure you get what you need. They give me what I need to feel secure and confident about the future. If I had to go with another provider I am not sure I could get the same coverage at the price. The coverage is great. I no longer have to worry about the future because all my needs will be met. I'm a happy panda bear. Hear me rawr. They provide a great value at an affordable price. I can't say the same for some of the other providers I have used in the past.

The customer service has been satisfactory and well worth the money. Friendly employees and very helpful when I've needed to talk to them. They have a good range of policy options uses to meet many wide ranges of people and options. They are tailored to meet the needs of the one applying. My long term care coverage is great and covers a lot. It meets my needs and I'm often updated on new options to add to my coverage as they appear. The value of my coverage is well worth what I pay since it covers a lot of low coverage and was compared to other company's values side by side.

Applying for long term care insurance is a nightmare with John Hancock. They denied both myself & my husband, yet issued a fictitious, worthless policy to one of us & drafted our bank account for it. They say they will refund our money. We'll see about that. Their underwriting department is evidently grossly inept. They denied me for a disease I have never suffered in my entire life. It was like pulling teeth, to get their denial letter only to find the reason I was denied was because of a disease I never suffered. They gave me a chance to challenge their decision via corrected health information from my doctor. I declined to go any further in the process. It was a long, tedious and totally frustrating experience. I would never buy any product from them. If I had this much trouble applying for the product, imagine how many problems I would encounter in ever submitting a claim!

The agents are very knowledgeable and friendly. They are eager to assist and always willing to go the extra mile to help and make sure that all questions have been answered. They provide a wide range of coverage and plans which make it easy to choose the plan which best fits your personal budget and goals and ensure that you get the best plan for your needs. I'm happy to have the knowledge and ability to know that no matter what happens I am secure and am able to face whatever comes at me ahead in my life. It makes me feel comforted that my family has the security of knowing that if anything happens that they are not going to adversely affected and that security is worth the world to me.

The customer service was good. They were helpful mostly. The customer service wait time was reasonable and they were patient with me and tried to answer all of my questions. The policy options were plentiful and reasonable. I looked and found things that I needed and looked for. I am satisfied with the policy options that were given to me. I am satisfied with the long term care insurance coverage given to me. The long term care insurance coverage covers what I need for a reasonable price. The perceived value is satisfactory for me. The coverage of the insurance is good and the price I pay for it seems worthwhile for what it costs.

I have been paying for John Hancock LTC since 1989, as a benefit of working for IBM. My wife has had Alzheimer's since about 2000 but did not qualify for LTC Home assistance until 2015 when a full psych eval, in 2014, demonstrated, conclusively, that she could no longer perform the ordinary functions of daily living. I applied for reimbursement from John Hancock and got a large packet of information, much of it arcane. I had found a caregiver (Thanski) and had to have her apply for certification for John Hancock and they insisted I have a Registered Nurse supervise her.

Purchased our long term care insurance several years ago. So far we have paid over $20000 premiums. When we purchased the insurance we were told it would never go up, never told of the monthly limitations & we were not told of the first 90 days not being covered. The premiums have gone up drastically so we are dropping the policy because it probably will keep going up. The company is horrible!

We just finished the task of getting my 84 year old mother’s LTC policy "reinstated". J Hancock's Manila based answering center had ANOTHER POLICY HOLDER change her billing address so we never received an invoice for her March portion. They canceled her policy for "non payment". They NEVER contacted us or her agent. They claimed she changed her address when we found out it was a woman in VW that changed her address. We even caught this error in March and they never corrected it. Worst overseas call center ever. No call backs. Never get anything. Sent POA three times. They violated HIPAA laws and we never got any real action from them until we refused to get off the phone and just kept asking for supervisors.

My mother-in-law has been paying for her policy for over 20 years. She was diagnosed in 2009 with Alzheimer's and this year became too confused to remain living alone. Her doctor revoked her license after she repeatedly got lost while driving and eventually caused an accident. We moved her into an assisted living facility and filed for her long term benefits. John Hancock denies her claim, stating she is not cognitively impaired. She was evaluated twice by the medical staff of the approved facility and they found her to be impaired using the SAME mental status evaluation instrument specified in the long term care policy.

My mother has been paying a significant payment for her long-term care for 19 years. She is now 95 and had to move into assisted living. The process to get all her claim information in and the process started was long and arduous. Given I had the time to sit on hold to get questions answered, the representative I finally reached had virtually NO knowledge of my question... Finally, I was able to get the claim off the ground and approved. After sending in bills for 4 months, I cannot get a response. I get the note which says that the email was received, and nothing further. Once again today, I called. It took a full hour of sitting on hold to be told that payment on my claim was being escalated and that I should call back if I heard nothing within 5 days. Infinite loop??

Last year, my mother entered hospice care. Initially, Long Term Care Partners (a wholly owned subsidiary of John Hancock Life & Health Insurance Company) told my sister that it would take months before my mother's benefits would kick in, but my sister did a little research and informed Long Term Care that hospice benefits were supposed to start immediately. My mother soon passed away. Long Term Care refused to pay the hospice care providers.

While handling a claim for my mother in Hospice care I routinely submit qualifying documents via email. Within minutes an email is sent out confirming receipt. Then another and another the next day for the same submission. Do NOT believe it! Recently I waited 45 days for payment. When it was not received I called only to be told (by someone not in the U.S. with the fake name Mike) "we never got your email." And never mind you have proof, those confirmations mean nothing. Not only that we are entitled 30 more days to process your payment. Word to the wise. Submit your paperwork, wait 48 hrs then call and make sure they see the document on the file while you are on the call. And whatever you do not buy "we will call you back." Won't happen.

Once again, we see large business getting the freedom to make bad business decisions and then increase their customers' rates beyond belief. It really feels like a bait and switch. They tell us we have a choice: Pay more for the same benefits we originally signed up for or keep our premiums the same and reduce our benefits. Brings back all of the nightmares from the banks. We're again experiencing that lawmakers are scared to death of losing their financial support from the lobbyists. They're too big to fail! And we consumers have no choice other than to pay or lose all that we've put in. If the insurance companies want to save $s they should simply support all states to approve "Death With Dignity." It would certainly be a lot cheaper, of course, they would make any money!!

My husband had dementia. We bought our JH policy when we were in our seventies. We opted for the shared plan. When he was home I occasionally paid a sitter. My former agent told me to fill out their form for contracting outside help. The policy wouldn't pay for it but it counted toward the ninety day delay in starting the claims. Later my husband went into the Mississippi State Home for Veterans. During his time there JH paid each claim without question. When he died the balance on his policy was passed to me. When the policy increased I agreed to a lower increase by agreeing to a lower covered inflation. The policy clearly states that there might be an increase in costs, I do agree that customer service is terrible. My heart sinks whenever I receive a letter from John Hancock. It means another long frustrating phone conversation. The left hand doesn't know what the right hand is doing. Manulife now owns JH it seems. Maybe that is the reason.

My experience with John Hancock Long-Term Care Insurance has been uniformly superb. In recovery from several heart surgeries, I activated my long-term care insurance with minimal delay. I would recommend John Hancock to anyone and everyone who needs efficient management of care and related payments.

I just received not one but two bills for long term care insurance policies for people that I have no idea who they are. I don't know how John Hancock Long Term Care got my information as I do not deal with them, do not have policies with them and certainly do not have long term care through them. If they are this incompetent to send me policy bills for not one but two people that have never resided at my house are not members of my family, I certainly would not feel comfortable ever doing business with them. I had to put one star rating but certainly I give something like this is zero.

My Mom & Dad have been paying LTC premiums to John Hancock through Bell Atlantic for 23yrs. The amount exceeds $50,000. Now that my Dad needs to apply for medicaid being in a nursing home for 3 months, for over 1 month we have been trying to get a letter from customer svc. to state that their policy is a reimbursement format. The lawyer my parents have needs this letter to apply for medicaid. My sister and myself have been dealing with this process well over 30 days.

Just research this Company, there are hundreds & hundreds of negative testimonials. They are game players. They will let you know they can do whatever they want, tie your hands & you're at their mercy. Forget the hiring of an attorney thing, they will blow off your attorney completely as they did mine after I was rendered helpless & had to try anything. "Missing faxes", "missing pages" (when faxes are received). US mail "never received" different customer service reps each time, starts from square every time, more than cooperated with Cust serve faxed, certified mailed documents they requested, tons of long distance calls, kept in constant contact, if they wanted a fax I sent 5 over days, mailed several copies over days & yet, they got none. I was cool, jumped through hoops, cooperated beyond any reason.

The place my mother wants to move is unlicensed but the healthcare is licensed. JH has approved the healthcare but not the apartment/ food / doctor trips and cleaning. Healthcare is approved for everything, which she does use. HELP, I've had numerous conversations and gotten different answers etc.

My mom has a JH LTC policy and has been involved in the claims process for a few years now. 89 and in a nursing home. I handle all her "business". Although her policy is as good one, and they have not attempted to refuse payments, dealing with their Customer Service is ABSOLUTELY HORRIFIC. They do NOTHING to be customer friendly. I've wasted tons of time attempting to get them to do the most simple customer friendly things. And it only gets worse, never improves. The ONLY way to learn anything about a claim is to call, sometimes talking to incompetent representatives (always ask for a supervisor!!!). They send emails saying my scanned & emailed bill was received and then don't pay and say they never got it. They NEVER call if/when there is a problem. Their phone system asks for all the info (policy number, etc) and then the instant someone answers they ask all the questions all over again - EVERY SINGLE TIME.

For over 5 years payments for my LTC policy have been automatically withdrawn from my checking account every month. Then the withdrawals stopped after January 2015. Since I no longer get a snail mail bill, I did not notice this until I got a bill in the mail for past due payments. When I called JH Customer Service, I was told that my account was not set up for automatic payments but rather for direct billing. I told them that this was a mistake, because they had been withdrawing funds from my account for over 5 years. The so called customer service agent told me that I was wrong because my account was set up for direct billing. I once again told him that there was obviously something wrong with their system, because up until February a payment had been withdrawn automatically every month. He insisted that I was wrong, because his screen said that my account was not set up that way.

My mother fell in Sept. 2014 and needed home care when she came home from a nursing home. When I initiated a claim with John Hancock, we were told my mother needed to satisfy a 60-day elimination period before they would cover costs of her care. She had been in a home in 2010 for a previous fall and I was told that her stay in that facility would count toward her elimination days. I was told over and over that this would not be a problem. I had the forms from the nursing home submitted and heard nothing from John Hancock. Meanwhile, my mother has been getting home care services and John Hancock has been using those bills to satisfy the 60 days, which means my mother would have to pay out of pocket for this in the amount of about $2000.00. About a month ago, I received a note saying they would not consider any days before Sept. 2014 for the elimination period.

Simply, John Hancock Insurance avoids paying on the long-term policies that they sell. JHI has created more loopholes and appeals and followups than is realistic for anyone to manage, let alone someone in need of the long-term care that they have paid for in full years ago! John Hancock Insurance is horrible to deal with.

My grandfather is 79 years old and needs help during the day while my mother (who lives with him) goes to work (between about 7:30 AM and 4 PM). He is a diabetic and if he's left alone for too long or doesn't eat properly, he is in danger of going into diabetic shock. It's happened before and a neighbor had to break into the house to find him on the floor in a diabetic coma. Needless to say, it's important that he is looked after around the clock.

We were also informed that a long term health care policy would "lapse" if the amount was not paid. The big increase was due to inflation. So, since we could not afford the policy any longer, we just did not pay the amount owed, and thought that was the end of it. Then, several months later, the entire $4,335.72 was automatic withdrawn from our checking account, making us over-drawn. I sent a written notice to cancel the policy the same day of the withdrawal. I should have sent it earlier, but I believed their letter, which I believe was deceptive. Anyone else get one of these? I don't have it now, and I would like to obtain a copy.

My father has John Hancock LTC Insurance. He paid the premiums for at least 15 years through automatic debit. Due to COPD, he now needs assisted living, and, as others have said, it has been a nightmare. They approved his claim at first, made extremely late payments to the LTC facility, and then suddenly decided he needed to be re-evaluated. Of course they cancelled his claim and began billing him again. I call JH on a weekly basis, and am told conflicting information. They are unable to locate paperwork that I know has been FAXED to them several times, and most of the time they are rude. Usually their phones are answered by hard to understand non-English speaking customer service reps. I would NEVER purchase JH LTC insurance, and if there is a class action lawsuit, I would like to be part of it.

My 86 year old mother and 87 year old father have been together paying more than $300 per MONTH for long term care from John Hancock. They have been doing this since in their 60's to prevent their children from having such a burden. Conservatively figuring, that is well over $50,000. My father has moderate Alzheimer's and a week ago my mother slipped into a diabetic coma and had to be rushed to the hospital in ambulance. She was revived but now needs constant attention. It is my guess that her time is very short now.

My wife and I purchased long-term care insurance policies from John Hancock in 2006 when we lived in Indianapolis, IN. I retired in July 2010 and we moved to New York City in September 2010 to be close to our son. We submitted the address change forms to US Postal Service. The annual bills for insurance premiums were forwarded to our new address for 2011 and 2012. We paid them promptly as we always did since 2006. The premium notices for 2013, however, did not reach us and due to two deaths in the family (my mother and my wife's mother) as well as some family court cases, we failed to note that we did not pay the 2013 premium. When I realized it, I immediately contacted John Hancock and I was told that our insurance policies were cancelled.

I purchased long term care insurance from John Hancock when I was 47 years old. I'm sixty-seven years old today so I've been paying modest premiums with small increases as promised for twenty years. I've never had to use this policy so I've put a lot of money in for this insurance. Last fall, 2013 I received a bill from them that was four times my usual premium. They said due to their costs they were increasing my premium to $429.49 a quarter. I couldn't believe they would do this because the agent who sold me the policy guaranteed me they wouldn't make any big increases in my policy. Now that I'm old and may actually need this policy, I'm have no choice but to pay. There's nothing I can do about it. I can't afford not to have the policy nor can I afford a lawyer on my own. I would like to be part of any class action lawsuit you bring against them.

What happened? I have read every letter submitted to this site and have had the same experience as every person who has written. The calls that were answered in Manila, the supervisors that promised expedited attention because we had fulfilled all the necessary requirements, etc. My next move? I will contact my state elected official and personally complain to him. After that, I may consider a class action suit and will contact my lawyer. My husband spent almost 3 months in skilled nursing facilities and hospitals, paralyzed from the feet up to his chest with Guillain-Barre syndrome.

My mother and father both purchased policies 15 years ago. My father passed away last year suddenly and never required the use of his John Hancock Long Term Health Insurance Policy. Score a big one for John Hancock Long Term Health Insurance company. My mother on the other hand has late stage COPD and has been significantly disabled for 18 months now. Both my sister and I have been attempting to get her claim filed and paid as she has required the services covered under the John Hancock Long Term Health Insurance Policy. This has been VERY FRUSTRATING as John Hancock has made it almost impossible and certainly as difficult as possible to get claims filed and paid. They are clearly running a play book similar to the one in the movie The Rainmaker.

In attempting to handle my mother's long term care insurance with John Hancock, I am finding obstacle after obstacle. After several conversation with John Hancock of Boston, with as many people as calls that I made, not one person but several people most of whom gave me the wrong information. We are waiting for the 100 day elimination period to be covered and here are some of the obstacles. Forms must be submitted and approved by JH regarding who is taking care of the 90-year-old woman that had a massive heart attack and has congestive heart failure. A starting date for the 100 days is approved but the 100 days are not counted, only the days that she has Medicare or out of pocket paid for, are counted. If 'she' does not submit monthly bills to John Hancock, then they discontinue the claim and you start over again.

I took out a long term health care policy with them around 7 years ago. l purchase this policy when l was easily 60's because they always say to purchase at an early age because as you get older the premium goes up. l received a notice that the premium is going up 100 percent stating that they expect claims over the life of this policy are significantly higher today than they were expected to be when the premiums were originally determined. There are options. One would be to decrease benefits. The other would be to decrease the inflation option. This would be no promise that there would be no increase in future premiums. What in a few years they do the same thing by raising premiums another 100 percent. What a rip off.

My mother has a LTC policy with JH. They are the worst customer service company in the world. Their claims department is in Manila and they are useless. I have POA for my 87-year-old mother and constantly receive threatening letters from them with dates posted 8 days earlier than I receive them telling me that they are going to cancel my mother's claim if they do not hear back from my caregiver or myself within the next 5 business days. I hate these jerks!!!! I cannot imagine how difficult it would be for anyone without a POA trying to deal with these people. As POA, I should receive copies of all correspondence sent to anyone regarding my mother's account and they refuse to make that happen. When I ask to speak to someone with authority, all I get are so called "supervisors", who also are not helpful and will not provide the name or contact information for anyone above them. I asked to speak to the Director or Vice President of Customer Service and they hung up on me twice. If you are shopping for a LTC company, do yourself a favor and stay away from JH. You will regret it in the future.

Both my parents had/have a JH long term care policy. My mother passed away before she could use her policy. It is insurance and I understand how that goes. My father now needs 24 hour care at home. The process of getting reimbursement is disappointingly difficult and arduous. I cannot imagine an elderly person navigating such a process effectively. After dealing with this system for 2 years, it blatantly appears to be a system set up to make it more difficult to get your insurance paid. I have called for the same problem 4 times now. Each phone call is over an hour, including, at the minimum 45 minutes of wait time.

Both of my parents have Long Term Care policies, which are/were being paid by myself and my three sisters. My father's claim process was nightmarish but since I have extensive experience with insurance, I was able to call consistently to get the approval started and once the elimination period was up, had the expectation that the claim payments would be received in a timely manner. What a joke! As with the other reviewers here, I have found that even though the bills from the assisted living facility we faxed in to JHI 40 days prior to their due date, they take their sweet time in sending the reimburse checks.

My mother had a long term care insurance, which she paid into for over 15 years. After a bad fall, she was in need of the benefits of the plan. It was a long drawn-out process to receive benefits, and the company was not helpful in detailing what we needed to do to obtain them. They assumed that I should have access to and be informed of the terms of the policy, and understand the verbiage they used in their policy. Really? We had just gone through 6 weeks of hospital stay (including 3 admissions to ICU), six weeks of nursing home stay and I had to pack up and move her out of her house and into mine. I was exhausted (working and still have 3 kids at home) and could have used a little kindness and help sorting this out.

John Hancock is a "Canadian Company", which means there is no US government agency to provide a "watch dog service" to the American people. My wife age 69, and myself, age 71, bought long term care insurance about 10 years ago. When we received the new information on our long term care insurance policy from John Hancock, we discovered that after paying on this policy for over 10 years (approx. $10,000) they were raising our premiums by 85%. Our options? Pay up, for your now downgraded policy or we will cancel your policy, and take your money and run.

I have been paying my premium since 1992 every month on time. It wasn't until I became sick with stage 4 cancer and tried to put a claim in for a benefit extension which was denied. When I filed a dispute and stopped paying my premium, they cancelled my policy. I have given this company thousands of dollars over the years and in the end what they paid out didn't even come close to what I paid them. Save your money and either invest. Obtaining a policy through John Hancock is a waste of your money because you will see little to no return on your long term care insurance policy with them. Believe me, I am speaking from experience.

I have, in clear black-and-white, a policy that specifies a ten payment option. I paid more each year for 10 years, and then I was supposed to be done. Now they are denying that this is a 10-pay policy, even though even their own records (which they finally emailed to me) clearly shows this. I have phone recordings and emails back and forth which clearly show a blatant and persistent - uh, policy (the double-entendre of "a bad insurance policy" would be ironic if it weren't being inflicted on me) - of agreeing that I am right, promising to rectify their error, and then failing to follow through and starting me at the bottom of the process again. Breach of contract at the very least, with more than a little evil thrown in. Anyone have any suggestions?

Reading through threads of complaints, my family and I feel our story has already been written. After a fall that broke our 93 year old mom's hip and some memory loss, our mom thought she was ready to move into an assisted living facility. She went through all the criteria that was asked by John Hancock, including a lengthy evaluation by a nursing personnel sent by JHI.

In reading other people reviews, dealing with this company is an absolute nightmare on behalf of both my parents. We have paid premiums since 1997 and getting benefits is a full time job of many phone calls with some long hold times. Even when the 100 day elimination periods were satisfied on both accounts, John Hancock still deducted the premiums, and getting these monies refunded has been very difficult. One check, so they claim, was sent to an address unrelated to my now deceased father. I am seriously thinking of reporting them to the NYS Attorney General for their very poor customer relations and mode of operation.

As the POA for my aunt who now suffers from Alzheimer's Disease, I am the person in charge of paying her bills and helping to provide 24/7 nursing care coverage in her home. She has paid into a John Hancock Long Term insurance policy for decades and yet, seven months after my initial contact with the company has she received a dime from them in compensation. Like the others on this thread, my calls have gone unanswered, unreturned - you name it. And nearly every document, voice mail or email I have sent has mysteriously gone missing or was dropped from the system. Nobody at JHI Long Term is accountable for their actions - they simply hope the patient doesn't have an advocate and/or if they do, that the advocate will become frustrated enough to give up. John Hancock Insurance should be ashamed of themselves - they are nothing more than a bunch of thugs and thieves. Our attorney is now handling the whole thing and I plan on making John Hancock pay my aunt every single cent she deserves. I am not giving up.

My wife and I took out long term insurance policies with John Hancock over 11 years ago. Over that time, we have paid over $30,000 in premiums. My wife died of Alzheimer's disease in April of this year. Since she was able to remain with me at home until she passed away, the cost to John Hancock was minimal. However when we finally satisfied our 60-day elimination period, it was maddening trying to deal with these people. No two reps were ever the same, and promises to call back were never kept. So when my policy was increased by over $1,000 this year, I've decided to let it lapse and take a chance on never needing it. I would never recommend this company to another person.

John Hancock long-term care insurance: John Hancock has had substantial increase in premiums in each of the last two years. In order to keep my premiums at an affordable level, I have had to cut the benefit period from 4 years to 3 years, and now this year to 2 years on my policy and on my wife's policy. If this was not bad enough, I have spent almost two months going back and forth with John Hancock via phone calls and e-mails in an attempt to find out what my new premiums would be. Every phone call invariably involves a long waiting time listening to music, interrupted frequently by a recorded voice saying that my call is important to them. What a joke.

My husband has had a long term care policy with John Hancock for about 17 years. Now that we are retired, we have moved from Washington State to Alabama, in part because the cost of living especially health care is much cheaper. His premium was just increased by over 50% and when I called the company, they referred me to the original representative. I couldn't find him and was told he had died a few years ago. I called John Hancock again from a different toll-free number, got a call center in India and asked about the increase. The letter said it had been approved by the State of Washington. I said we no longer lived there - tough. The rate is based on the state where the policy was taken out. I guess I'm glad we didn't take it out a year previously when we lived in Alaska. This is unreasonable, and no one will talk to me about it. I am going to check other companies but as my husband is now in his 70's, I don't suppose we will be able to afford a new policy with a different company.

Both of my parents have policies. You never get the same representative twice, you wait on hold for an average of 30 minutes and get a different answer each time. I have had to fax the same documents over and over again, and now call them afterwards to make sure they have arrived. Then, I called to find out what was delaying the payment and they either need more paperwork or have to notify their benefit department to expedite the payment. Someone else will approve of everything, but you'll never find that person again. Terrible service, no follow-up from them. Is there a class action suit against them? Please add my name!

My father had long-term care insurance and paid premiums for many years. Then, he had to go to a nursing home. I had the nursing home fax copies of the same bills 3 times, yet John Hancock says they never received them. They refuse to contact my provider which would make it much easier if there was cooperation between the care provider and the insurance company. Also, when they don't receive what they need, they don't contact me. They just wait for weeks/months until I contact them. You never talk to the same rep twice so you have to start all over every time you call. I think my father's premiums were $79.00/month and we haven't been able to collect any money from them. He died on 2/19/12.

I purchased a long term care insurance plan for my wife and me about ten years ago. We were told by the agent that while our policy could increase now and then due to inflation. He showed us John Hancock's rate increase history and assured us that no more than 10% increase would ever be assessed. After the first year the premiums were increased. No, we received a notice that the premiums for my wife and I will increase another 90%. While we understand the need for gradual rate increases, this is ridiculous. They provided us options, such as reducing benefits, or canceling, which would benefit John Hancock well, since we've paid into this insurance for over ten years.

I purchased long term health care form John Hancock back in 2001. In 2010 they raised the premium 23%. In 2012, 77%. Great legal process to take $30,000 from me. Why would any body trust these folks? Buyers, beware. This is how they maintain their profit margins. Oh, one last thing, thank you Ohio for supporting this company.

I did not want to even give one star to my experience! On December 23, 2011 (offices closed for the next 3 days due to the holidays), I received mail notification of a 90% rate increase to my Long Term Healthcare Policy due in 60 days. Included in the notice was reassurance that this increase had been accepted and legalized in the State of Colorado, and that John Hancock encouraged us to use an open enrollment window for coverage changes should we face financial difficulty because of the increase. While this may be "legal" it is certainly shoddy customer service for so many reasons and John Hancock certainly was aware of them all. It creates a true hardship on a fixed income, especially at Christmas and in the tough financial times that already exist.

When purchasing this insurance, it was said that premium increases were possible but never really happen.This implied that rate increases would be reasonable if ever done. Instead, after almost ten years, my premium increased by 90%. My policy premiums were increased 90%. I had to continue coverage, because at my current age, rates for a new policy were now higher for me. Then the options to reduce the policy cost were limited and didn't match their own projections for future costs. John Hancock only provided limited options to reduce costs at the expense of benefits.

I am an 81-year old man who had a stroke in August 2010. I have long-term care insurance with John Hancock, which has a 60-day waiting period and $150/day reimbursable fund for aides. Although I have had continuous care by aides since my stroke, John Hancock has only reimbursed $2100. They put repeated and different obstacles in the way, requiring information after the fact, i.e.failing to tell me in response to questioning that I had to secure government IDs for aides. Subsequently, Hancock admitted that they neglected to tell me the requirements and waived the information, but still haven't paid. Now they tell me that I had to have specific timesheet forms from John Hancock filled out, not just receipts.

My mother purchased a comprehensive individual long-term care insurance policy in March 29, 2002. She has paid her premiums annually--in full and on time. Her policy has a sixty-day elimination period. On July 5th of 2010, she was rushed to the hospital in a coma. She was released from the hospital in July 15th. She is in need of a 24-hour care, which is being provided. I opened her case with John Hancock by phone on July 15th, at 3:10 PM, and I spoke with Freesia. The billing statement has been submitted all along. John Hancock is not paying the reimbursement checks. The first check we received was issued in February 16, 2011, in the amount of $2,520.00.