John Hancock Life Insurance Reviews

Absolutely the worst company ever. Horrible wait times and when someone finally answers, they can’t help you. You are then placed on hold for another hour. Their system is outdated and not intuitive. You should have to snail mail documents, it’s 2026. Get with the times!

Worst customer service I've ever experienced. Still running a 1950's/60's brick and mortar mindset on all things financial and it's terrible. The customer service folks, they are doing the best that they can do I suppose, are not US based, terrible phone connection(s,) ridiculous excuse based garbage (from a script,) never any answers. They will hold you money hostage and never tell you why. They will email you from a 'noreply' sending address data points that the human you get to speak with, after 1/2 a day on hold, has no access to. Worst company ever. Worst customer service ever. If you ask to speak to the North America Representative, well firstly prepare to be on hold for another 30 to 60 minutes, but if you were doing that to get a native English speaker you will likely be disappointed.

Life insurance claim was filed and was told would be settled within 7 to 10 days. After 30 days and several phone calls with no information except claim is processing, an email was received describing an incorrect policy date was entered on the form. Was then informed this starts the whole time clock over again. Cannot believe in today's world this can happen unless intentional delays keep money in their accounts instead of their policyholder. Very poor customer service and poor communication....Still waiting

Some weeks after my wife died I contacted Hancock. I was still trying to deal with my loss. They were very supportive and guided me through the steps. They asked for some simple paperwork and after only a few days their payment was in the bank. I highly recommend John Hancock - professional, compassionate and efficient.

Never ever purchase ANY insurance with JH. They collect your money gratefully, but time to file a claim due to a death in the family good luck getting a check from them. They make one excuse after another as to why they won't pay. My family is out thousands because of them with no chance of recovery of any insurance money. It's bad enough losing a loved one but even worse when the company refuses to pay up. Don't ever buy insurance from this fly by night company. They will take your money and you end up with nothing in the end. Can we say embezzling much from people? YEP.

Absolutely terrible company with no concept of communication. They don't know how to direct deposit to save their lives, and you won't find out they've failed to do so and mailed a physical check until you call, and by then it's too late. Lives can fall apart in those weeks, and this is unacceptable.

I came to this site to see what everybody else was saying. Not surprisingly, all the comments were similar to mine. This company is a bunch of blood suckers that are trying every way possible to keep your money in every way possible. The worst service on their phone line, with not follow up of help. Instead, they find ways to delay final resolution. I have been trying to cash out a policy of mine for about 2 months. They refuse to put anybody of authority on the line. They give info that is wrong and misleading in any way possible to not resolve your issues. So damn frustrating. Good luck with their call center. They delay answers and refuse to deal with specifics.

This is one of the MOST DISHONEST companies I have every worked with. My husband and I purchased Life Insurance with them in 1979. In 2022 my husband passed and I submitted all required paperwork to complete the process. In all honesty it only took about two months to receive the payout. Unfortunately our premiums were to suppose to paydown the premiums over the years. Yet when John Hancock was sold to MANULIFE that all changed. We began getting dividend checks with NO explanations. They continued until my husband passed, then the NIGHTMARE began.

This is the worst and I mean the worst insurance co. I ever dealt with. Their customer service is in the Philippines and perhaps this contributes to the lack of communication. Furthermore had I not instituted life policies years ago I would definitely be looking for another company to do business with for sure!

I have a policy and attempted to buy one for my daughter. I assumed it would b straightforward. The agent reached out ask the necessary questions and said he'd send an email. I never received the email, but my daughter did. I was told she first needed to fill out the application, and then it will be sent to me. She did. When I finally received the email, I signed, but there was no way to submit it. I reached out to the agent, and sent a photo of the last page, so he could see there was no submit icon. Haven't heard back since. Don't know if I have a policy or not. I'll have to monitor my account and see if I am being charged. If not, I'll look elsewhere.

My husband has been trying to collect a $2500 policy for a deceased relative for years. He has done all of the paperwork and they just are not paying. Awful company. He has included all pertinent information and they are giving him the run around.

With an over-whelming number of 1 rated reviews, there is little left unsaid about John Hancock's stunningly poor business tactics. My miserable experience with this fly-by-night outfit is through their long-term care division on behalf of my parents (father 91 and mother 89). The scripted runaround they give is clearly to defraud them by taking their hundreds of thousands of dollars from their 32+ years of premium payment cash flows with the goal of nominal (if any pay out). This is a deceitful and crooked "business" with a license to steal! As has been mentioned, they turn inquiries to overseas call centers. You literally get an ineffective "Chinese Fire Drill" when calling! If you have a chance to avoid, SAVE YOUR MONEY!

Thieves. Idiots. Never give them your hard earned money with them. My 88 year old widow mom has not be able to get any of the benefits after 4 months after my Dad's passing. We have spent hours with their customer service and filling out forms. My mom is depending on this money to live.

Do NOT USE JOHN HANCOCK. They are greedy. Their interest, their charges are ridiculous and they will take your money. They charge fees that basically take a big portion of the money that you put in and the value cash value that you might have already on your money. They are rip off. I don’t even understand how they’re in business deal. This is ridiculous and I’m telling you go to somewhere else, not John Hancock.

Lies. Runaround. Refusal of any information without "court orders". Typed "explanations" of "calculations" that I seriously question. My father passed in 2021. I'll forgo the fact that State Law was violated by John Hancock not releasing his life insurance policy to unclaimed property in the three years dictated, one might think that was helpful to his heirs, but that, only in the end, allowed JH to dictate ALL the terms, relying completely on trusting them to follow further law in regards to the value and payout. Somehow, a whole life policy paid out 498$ in the end. Do Not Trust JH. Seeking Legal counsel on this matter.

Customer service is awful, All we get is the run around. All documents requested after our Mom passed have been provided. This was last month. Still jumping through hoops for them to pay out. Do not trust this company, all they care about is making money and do not give a crap that the family needs to provide a proper funeral. This is why life insurance was taken out in the first place. FINAL EXPENSES

Fairly certain they miscoded my 2024 1099-R for over contribution and did not take into account that part of it was Roth (so post-tax). They said the entire amount was eligible to be taxed and was to be attributed to the prior year's tax return. Every over contribution before or after 2024 has been attributed to the year I received it. Have been waiting a month to get an explanation. Told every time I call that it has been "expedited." So, I had to pay a penalty for a delay in reporting that income for 2023, plus my accountant for sending in a corrected 2023 return this year. I do not have a lot of faith in their accounting department. Unfortunately, I have to stick with them until I retire. I will definitely be moving my investments then.

My parents were mislead getting the policy they have had for years. They were told their children could care for them at home if the time ever came. The time came. Then they said the small print said that the children had to be CNAs. One of the children went, at their own expense and time away from their family, and got the certification for CNA. Now, it can’t be a family member! Stop moving the goal posts folks. Stop delaying paying the claim! You had no problem taking my parents money but now when it’s time for you to do your part, you flounder. I have never been so disappointed in a company in my life. My parents tried to do the right thing and ended up getting screwed. How do you people sleep at night doing this to elderly, sick people? God sees all!

You guys lost a check over $2000 dollars. That is my money. It is still not here. Y’all said it was going to be here the 8th of this month. It is still not here. I have been waiting for it a long time. This is awful.

Absolutely disgusting customer service. You fill paperwork for how to deposit the payout for a life insurance claim and they completely ignore the instructions and send a paper check just so they can hang onto the money longer. Put through the wringer and absolutely no communication and then when you call no one speaks English and they do not help you. They give you phony email addresses to submit requested documents. Run from this company as fast as you can. Not to mention that they sold fraudulent policies back in the late 80’s and stole people's money.

John Hancock LTC group is the most exacerbating company in the world to work with in getting a claim approved. They contract out their assessment of clients to a third-party nursing company that takes them entirely too long for them to perform the assessment. They will schedule it, then not show up, then schedule it multiple times before it finally gets done. They also have 75% of the calls routed to a broken English-speaking nation that is difficult to understand. The wait time to speak someone takes forever, and they put you on hold for an extended length of time for simple an inquires. It’s no wonder their rating is so poor.

Negative million stars to them if I could!!! It was a nightmare to rollover my 401K. Whatever they said on their form not true at all!!! They said fax it… O no! In the reality it has to be uploaded to the portal. Ok, I put address of my new IRA where money should go… oh no, they mailed it to my address!!! I still have not received the check. It is the horrible company!!! Never do it again. I had no choice with my previous employer. It is a nightmare. And if I never receive this money I have to pay taxes and penalties anyway because I will get 1099!!!! They are bad guys..

There is a reason this company has a one rating on any site you go to. They are the biggest scam company I’ve ran across. Please don’t put your hard earned money in any of their accounts. They will steal 80 percent of it with fees. They hide it in their fine print. Hopefully, Trump shuts them down. STAY AWAY!

I will give 0 star if there is an option. They have an outdated system and depends on too much paperwork. Rest of the customer reviews indicate they don't have smooth claim process and make it very hard to receive the insurance benefits.

Absolutely suck. If your company tries to enroll you in their 401K STAY AWAY! They charge a $50 fee to withdraw if you leave the company you work for along with other taxes and penalties. This place sucks.

Who is the Self-Proclaimed Genius that proposed it was necessary to send a form that had to be filled out by hand to a Parkinson's Disease patient? (Who explained in detail to three different representatives over the telephone why he would be unable to fill out a handwritten form - but they required it anyway because it was company policy). And to iterate the inane performance of John Hancock corporate personnel the complaint form requires a handwritten signature for it to be processed. I had offered to appear in person at a Houston, TX location to validate my identity because I do understand that is important but apparently. John Hancock does not have an office in Houston where I could take care of that task. If John Hancock is such a large, efficient and customer-service oriented company, why don't they have an office in one of the larger cities in the United States?

To Any John Hancock Direct I Durante Customer and Their Families, I have paid premiums into a direct response insurance trust sold by John Hancock for over 40 years and now that I sent them the form they mailed to me to cancel the policy and get my premiums back - they first had me fax the form (as per the instructions on their letter to what I found out a week later - was no longer the fax I needed to send the information to - so why included in their letter and ask us to send it there?). They already had my electronic transfer account from my bank because they have been deducting payments from there, and because they already had that - the funds should have been transferred in maximum of 4 days. It has now been over 10 days since the initial contact and even after having to resend the form via email and with delivery confirmation for both the fax and the email - I still do not have the funds in my account.

This company is a complete scam. They take your money. Do not deal with them. They just took all my money and sent me 50$. That's 1 year of Contribution to my account. Quit the company and that's what I get.

If the devil ran an insurance company it would be John Hancock. They are trying to avoid paying me the death benefit on a 30 year life insurance policy. Too bad for them, I'm a lawyer and know the laws so they will be getting sued and I will not only recoup damages for the money they owe, but also for their bad faith in how they have dealt with me and the intentional infliction of emotional distress they have caused me by ignoring my numerous phone calls and letters. I encourage everyone reading this to file complaints with their state regulators and legislative representatives so we can get this unscrupulous company shut down.

My mom paid for LTC (long term care) for many decades. She's very organized - I have a 3" stack of receipts. When it came time at 81 to claim it due to to chronic arthritis, they said no. She supposedly didn't meet their criteria. She can't get around w/o an electric scooter, can't stand long enough to cook for herself, can't bathe herself and has a hard time dressing herself. I moved her into American House, and at first they said that facility isn't licensed. They have a memory care and full time RNs on staff. Then they said she doesn't meet their so called parameters. THEY ARE DISHONEST. If you decide to use them, please read the fine print.

I am the said caregiver and the client is in his 70’s. We have a POA that takes care of all financial matters except I am responsible for submitting claims! Neither the POA nor the client have computers so I do all this paperwork on my side! They have paid on the insurance for several years and should have no issues with being reimbursed for the claims! The bank sends ONLY the front of canceled checks. I have tried calling multiple times explaining this. I have even tried taking a photo of the checks and then my signature of back before I deposit them. This STILL is not sufficient for them and we are being denied payment! To top this off now they are saying we have not submitted a claim for 60 days and they have closed the account with us owing $3K plus for premium! Of which is NOT correct.

Do not buy any insurance from John Hancock. They are bad, not ethical, trying to cheat you out of a payment even a small payment. My spouse has the long term care insurance with them and they claimed that a memory care facility is not qualified a nursing home and thus no payment. They wanted so many forms and after we submitted, they wanted other forms to fill out. At the end, they still refused to pay after got us to submit so many forms and data requests.

It's crazy that my company took it upon themselves to mess up my annual selections, and John Hancock is refusing me access to MY OWN FUNDS. What the actual crap is happening here? If you don't want to give me the company's portion or the vested portion, cool... But I can't even get my own portion?!

I'm the POA for my elderly parents, who purchased a John Hancock LTC policy over 10 years ago. They pay over $600 a month for this policy. I have requested the complete policy info 4 times now, I sent copies of the POA docs as they required, by Certified mail, and have had to make many follow-up phone calls. Half the time they're having phone problems. I called again today and req. a supervisor, but waited 20 min just to be told one is not available. I will be filing formal complaints with the BBB and the Dept of Commerce in MA today. Funny they have absolutely no problems debiting their bill every month.

If you're looking for a company that will assist you in your time of need, direct you to channels for help, and advocate for your best interest, John Hancock is NOT the place for you. Don't do business with these folks. Seriously, get out now. It's a waste. You'll find yourself fighting through numerous hours long phone calls, encountering obscure, hidden, red tape they make up to deny your claims, and claims adjusters who try EVERYTHING to discourage you from making a claim. They pivot time and again to discourage you from collecting what you PAID THEM FOR!?!?! It's almost humorous, but it's not, because you're paying your hard earned money for help should you be in trouble. But they're not helping, only politely - HA - informing you, you don't have the benefits you paid for. Unless you've graduated from the John Hancock school of semantics, policies and procedures and are willing to give your LIFE to cajole them for it.

This has been a complete joke of a company. Their training department has failed. The Tech department has failed. Or is nearly impossible to get your money out of this company. DON'T INVEST YOUR MONEY HERE!!

I wanted to let anyone know that has life insurance to think about going with someone else. They are horrible to deal with. My father died on April 22 and I have got nothing but the run around. They never call you back. You talk with a different person every time you call in. It is like you are starting over every phone call. John Hancock you guys suck at customer service.

I just found this bulletin board. These Posts confirm my experiences with JH. I'm currently deciding if I should walk away from my 17 years of paying increasing premiums of a cumulative amount of $90k. If any person reading this board has received benefits from JH for any claim in the past few years, then please post a brief statement.

I was leaving my employer for a new job. Given the limited amount I had in my 401k, I made the decision that withdrawing the balance would be more beneficial to my situation than rolling over the $4800. I submitted a withdrawal request on March 28th, come to find out my last paycheck for my final week of work had almost $1000 withheld because I had taken PTO while I was out sick with a fever for nearly two weeks, so I thought to myself 'I am glad I put in for the withdrawal for the 401k now that I am in a financial hole'. I checked every day after the 14 days John Hancock said it typically takes up to. I got to almost a month since I had submitted my request so I called support.

I am the legal guardian for my mom who had to be moved last May to the assisted living within her continuing care facility she lives in. When she was moved to assisted living I started a claim with John Hancock, I went through a lot of back and forth to get the claim opened and waited the 100 days. She is not the only JH customer at her assisted living facility so JH is not new to the billing department at her facility. The first month's invoice went fine. However, each month thereafter it is constant calling, them telling me they did not receive an invoice, being told I need to submit the invoice, now being told I have to send a rate sheet and a residential agreement (keep in mind her facility was already approved).