John Hancock Life Insurance

My parents got a life insurance policy several years ago, and wanted to make some changes to it. What a headache! Unlike State Farm (the other company with which we have life insurance experience), the help that the reps offer is very general (they send confusing papers to complete, as opposed to the agent completing papers for you). In addition, I have to keep calling to get anything accomplished. I have called 3 times to verify the changes made, and am now on hold, when I should have received a call last week as promised. Much better to get insurance from a company with an experienced agent to help you!

To this day John Hancock has not provided us the complete address of the "Plan Trustee". I have no idea what a Plan Trustee would do with a check made out to Fidelity. I requested money from other 401 accounts and the money went directly to the Rollover account.

For the last 2 months, I have been getting the runaround in regards to a group annuity I am to receive from a deceased relative. I have called several times, with today telling them that I better get my information today via email as I originally requested and neither of us are getting off this phone until it happens. They NEVER kept any records from our phone calls, so they had not have my email address or my mailing address. They were mailing items to another mailing address AFTER I specifically told them that is NOT the mailing address. When I finally received my paperwork, I was supposed to get an email with a password and pin number. Guess what? I NEVER got that either.

I received a death benefit letter from John Hancock informing me that I was a beneficiary of my relative's fixed annuity. I followed the instructions on making a claim and waited patiently for a response to the claim. I called multiple times to get an update on the claim and was given the runaround, being transferred to different people, being put on hold for periods of time, and being promised several times that I would receive something in the mail within 7-10 business days (which never came).

My employer rolled my 401k automatically over to John Hancock. When I left the company they automatically rolled it into a IRA. No issues here. What happened though was every time I called I had to navigate through numerous cyclical menus and after 20 to 30 minutes on hold every time was usually they were unable to find my account. So over 2 years my $400 turned into about $260 after sitting in cash with astronomical fees and a $30 charge to move my money out of there and into a different company. Disgusting.

401K or maybe not OK. Retired 4/13/2018 - filled out paperwork for lump sum dispersal of my retirement plan and submitted to HR on 4/10. Supposed to be deposited into my savings within 3 to 5 days. It's over a month later and no deposit made. Called yesterday and they decided to send a check to my former employer. How is that legal when I am primary on my account and my daughter is secondary?

I've been working with a gentlemen for over a month trying to get John Hancock to change his address, beneficiary and his daughters' address. Her first payment was due May 5, 2018 and we started calling in April, he submitted the forms three or four times, we've called a dozen times and received the runaround. His daughter turned 18 in the midst of our calls and they wouldn't talk to us because she's now an adult. One of the supervisors gave us his direct number; however, since our initial call with him he has never answered his phone and never returned our voice messages.

My stepfather passed almost a year ago & I have been working with my 97year old mother to collect on his policy. I have submitted all forms requested at least 3 times & finally hired an attorney last November, 3017. He has also submitted the same paperwork at least 3 times & we are still getting nowhere. This is the worst customer service I have ever encountered & it's a shame that my mother cannot get the monies that he intended for her to have. We are still trying to get this settled & it seems like they are just waiting for her to die so they can drag this out forever. I have power of attorney & also an executor of the estate. Everything else has been taken care of as far as the estate goes with only this police to be distributed!

John Hancock has the most incompetent management. Four years ago I began managing my elderly father's affairs. I notified them as the attorney-in-fact and requested his paperwork be mailed to my address in California and not in Massachusetts where he resides. They screwed up the 1099 forms by paying state taxes to California for three years. Even after numerous notices. Do not do any business with John Hancock ever.

Screwed up my father's paperwork several times. Could not get their act together. When it was finally straightened out I get a call a week later saying it was all incorrect. Was a very simple transaction, my mother passed. He was taking her name offhand putting me on as beneficiary to split everything accordingly. I cannot tell you how many times they could not get this correct and this is while my father with living. The sad part is my father worked for this company 35 years so sad to think they royally screwed it up. It wasn’t a difficult job. That was something that was an everyday thing for a large insurance company. Nobody knew anything. I can’t tell you how many times and how many phone calls and how many office visit we made while he was alive.

John Hancock offer mediocre customer service and even worse help if they know you are rolling over your money out. The forms to roll over my 401k are confusing, There is no need for that... the choices are to: 1. roll over my 401k IRA or Roth IRA with John Hancock into another IRA or ROTH IRA account or 2. roll over into another Co. 401k (aka retirement account) from another employer. Two easy choices, it should be straight thru roll over, not complications.

John Hancock let a felon write life insurance, and designated him as a "special agent." He was convicted with insurance fraud. How does an insurance company allow a felon to write for them? Are we assuming they were deficient in their background check? If this is the case, how can anyone trust John Hancock's to be a reliable source for good and honest representation of their products? This lack of recognizing ethical and moral character has given John Hancock a way to abuse the vulnerability of seniors. This is the very lack of action by John Hancock that lead to my parents getting scammed and in essence, robbed of about $4,000,000.

I have had John Hancock for years and whenever I need something answered they are very helpful and I have never had any trouble with them. When you ask them to send you something in the mail they send it right out.

I have been trying for the past several years to get money out of an old IRA that was started over 40 years ago. I've spoken with numerous "representatives" and finally got some paperwork to fill out. I filled it out, got it notarized and sent it last July. Since then I've had no written correspondence from John Hancock. I have called a number of times and was it would be expedited. Called back today, after about an hour of getting shuffled around I spoke with "Jay" who finally told me they would send a form to schedule payments. I pointed out that I had requested a lump sum payment. After another wait Jay came back and told me I had marked the wrong box, the one for annuitization, I point out that what he said was total BS since I had copied that form before I sent it to them in July and "Lump Sum Payment" was clearly marked. I am again on hold...

After changing positions I requested a transfer of my 401K balance to my new employer's plan. John Hancock 401K employee related that to complete the transfer of my 401K plan I had to first transfer my balance into a IRA account with John Hancock and then, and only then could I transfer the funds into a competing 401K (Wells Fargo). In so many words, I told them that that was the most foolish requirement I had ever heard and they responded that it was an absolute requirement. They told me it would be no problem and that the transfer would take effect in 10 business days. I followed the agent's instructions and completed the transfer on the phone.

After years of payment into John Hancock long term care and after many months of delay I hoped that my mom would finally receive funds needed for her expensive care. After many phone calls and many excuses they promised to send funds, after all we had passed all of the hurdles, provided all of her receipts for care. My mom never received a dollar while she was alive, only a few checks arrived after she passed away. Shame on these uncaring and heartless people... save your money in a private account not JH so that when you need funds YOU will control them not scammers like John Hancock.

My late mother-in-law took out two life insurance policies on my late husband in 1949. I didn't know these policies existed until two letters addressed to my late husband arrived at our house. These policies had my mother-in-law as the beneficiary. Which made sense since my late husband was 7 years old at the time. I contacted John Hancock and told them both my mother-in-law had passed (1988) and my husband died in 2013. I asked them what papers did I need to file to claim these two policies? My late husband and I were married for 37 years before his passing. After filing countless paperwork. Sending them proof of my mother-in-law's death. Sending them my late husband's death certificate TWICE. Having our son signing affidavits that he was the executor for my late husband's will and confirming the will was probated in 2013.

Read the small print on your long term contracts. We have been attempting to get claims paid for my mother's care under her plan... but now after 4 months of

paperwork, arguing, calling, faxing... they tell us that the elimination days are the actual days of professional care and not days at our home rehabbing under our care. ONLY THE DAYS that she had Occupational or Physical Therapy, Nursing or Home Aid care COUNTED as elimination days. So our 60 day timeline of care only counted as 25 days per John Hancock. They failed to tell us about the FINE PRINT (notice the use of caps on FINE PRINT) about the days they consider elimination days. BEWARE of John Hancock and make sure your agent... yeah right... the agent knows the scoop on the fine print of these policies. Small wonder insurance companies are making small fortunes these days on the backs of their small print contracts.

I have not had anything to claim yet to rate their claim response, but the customer service on their accounting is absolutely the lowest. I have been paying our premium for both of my wife and my accounts via separated my bank auto payment setup for over five years. In middle of 2016, they changed the address without notifying us. The last three payments got returned due to wrong address. No communication were conducted and both of our accounts then got into inactive status.

My mother passed away in 2013 and had a policy with JH. Myself and my siblings were beneficiaries on the policy and as the executor of the estate I directed each of my siblings to complete the necessary forms so that equal distribution could be made. On July 15, 2016 (3+ years later) I received a letter at my home addressed to one of them that I thankfully opened a few weeks later. Thinking it was just another solicitation or junk mail since I received other such items since mom's death, I was glad that I opened it instead of throwing it away... It was a notice indicating that JH was making a final attempt to reach a sibling and if there was no response by 8-3-16 that the funds will be reported to the state.

Very long hold times and unresponsive w/requests. It's like once you're signed up w/JH long-term products, you are treated like you're stuck w/them so they don't need to impress further. I have some JH VUL products and it has been very unpleasant dealing w/them. It give me no peace of mind.

This company once the leader in Whole Life Insurance has put my family through several days of hours long telephone conversations only to be told that the life insurance policy my deceased sister paid for years did not exist. It turned out that they sold this part of the business to a company in Canada without notifying their policyholders. Shame on them. I rate them below "0" on a scale of 1-10. The aggravation and distress they caused my brother-in-law should be punishable with a jail sentence.

My 85 year old mother has been paying on this crappy long term insurance policy for decades and now that she finally needs it these bottom feeders make it impossible to get reimbursed. Every time I call it's the same bs about how they didn't receive the correct information and it needs to be faxed over again. Even the asst. living / home health care companies are on to their scam. As soon as I told them my mom had John Hancock they said be prepared to fax everything several time b/c they will tell you that they didn't receive it to keep from paying out... and it's true! They should be ashamed for taking advantage of the elderly!

On 6/1/16, I separated from my employer, and within 2 weeks, requested a partial distribution of funds, by calling the number indicated on the website. I wanted to know exactly how to get this done. I was advised to send the forms the person would send me, and write a note on the forms as to what I wanted to do. He advised he would call back to follow up. After a week of no forms and no callback, I called again, and got someone else who was more helpful, and though his information was MORE accurate, it was not complete. I did as he indicated, and fortunately, after another week, someone called me from JH to explain what I needed to do.

For more than 2 months, representatives with John Hancock misidentified my sister and I as beneficiaries of our deceased father's life insurance policy. We gathered all of the requested paperwork and sent them all they asked us to send. After 2 months, we were told that the policy had been amended more than 25 years ago and we were not the beneficiaries. They had overlooked the addendum submitted to them in 1988! Appalling incompetence!

The customer service of John Hancock leaves a lot to be desired so much so that I closed an annuity, that generated a monthly income stream, which I opened on 11/27/2007 and terminated on 08/25/2015, as I could no longer deal with their inefficiency. Depending on whom you are connected to at customer service in the US or the Philippines, where they outsource, the answers are never the same from rep to rep and/or answers are wrong and/or incomplete or they put you on hold for "a second" which translates into 5-10-15 minutes or more. I am an American expat that happens to live in Asia where 1-800 numbers do not equate to toll-free which means I am paying for calls to solve issues or ask simple questions. JH unlike the 8 other annuity companies that I deal with "are not permitted" to make overseas calls.

I am trying to get reimbursement for my mothers Long Term Care policy. Her policy required that she pay the first 6 months which she has done and that the policy would start reimbursement beginning at the end of the 6 months. This all began in Feb. 2015. The reimbursements should have begun August 2015. To date no reimbursements. 5 months now I have been trying to deal with John Hancock. I get the run around dealing with call centers. I cannot get anyone to look at the case and talk to me. Very frustrating. When I ask for a local rep I'm told there are not agents or reps. Really, If I wanted to BUY A NEW POLICY I'm sure an agent would be available. Now sending an entire history to the state insurance commissioner to ask them to help me out.

The initial application process is much easier than you would think, and every member of the staff treats you respectfully and makes you feel like family. They show you how much they care about your family's future, and you will never feel so confident and secured that you have taken steps to support your loved ones no matter what the future holds.

Father passed in 2008 - 7 years later I find out that he had a policy. I presented all the required documents, and each time I have called customer service - I keep getting the runaround. It seems that literally they are ending my phone call while I am still speaking. At one point I even asked to speak to a manager, and the customer service person did her best to rebuttal me being able to speak to someone. I can appreciate that the several reps I have spoken with offer their condolences; however not responding to my questions and giving scripted answers has been extremely frustrating. The key to this, is (again) I have submitted all the required documents and today I was still told that it would be another 10-14 days to find out anything. My advice, check with the companies that you have life insurance with and make sure they run a customer service team, that can actually provide answers to your questions.

I have had this policy for years, I have never had any issue. We recently reviewed the policy to make sure it is correct, and accurate. Made the necessary changes according to my change in ages from when it started, to my current life situation. My original agent started as the father, and now the son/daughter are running the business.