John Hancock Life Insurance

John Hancock Life Insurance Reviews

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Overall Rating1.6 out of 5
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John Hancock Life Insurance Reviews

ConsumerAffairs has collected 133 reviews and 279 ratings.

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Page 3 Reviews 40 - 240

Reviewed July 29, 2019

I wish they had negative stars. My father-in-law passed away in May 2019. We filed claims for his life insurance with MetLife and John Hancock. MetLife paid the claim in one week. It took John Hancock three weeks to send us a letter saying additional information was needed. We immediately sent it in. Three weeks later there is still no check. We have wasted hours calling getting numerous call centers around the world to representatives who could barely speak English. None could tell use when the check was being sent. It finally took screaming at the representative to get us to a US representative. She was able to tell us the check is being cut (we’ll see if it’s true!). Save yourself many headaches and go to MetLife.

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Reviewed May 31, 2019

For the last seven years my father has lived with us, I faithfully paid his insurance premiums. When he passed away, I could not find a person to talk to and was sent to several different people until I finally landed on the right one. He said nothing politely about being sorry for my dad‘s death but was laughing and acting silly on the phone. That was upsetting but he promised that he would get in touch with the right person in the company and that they would send me paperwork to be filled out to apply for his life insurance. I am the only beneficiary so it should be very straightforward.

A month and two voicemails to his office later I have not heard anything from anyone. I did, however, receive a bill for the next installment on his life insurance. It seems as though a month is enough time to put into the computer that he is deceased and will no longer be paying premiums. A month is also enough time for them to send me paperwork to fill out. I am very unhappy with this company. They are making a very difficult situation even harder and more unpleasant. I plan to contact the attorney general.

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Reviewed May 8, 2019

Trying to get this company to pay off on a life insurance policy is an effort in futility. Don't bother filing a claim, just call your lawyer. We needed the money to pay for my mother's long term care, she has Alzheimer's disease and is in assisted living, however this company couldn't care less. They continue to drag their feet and now when they've run out of excuses, the claim is "in process". The other life insurance company my father had paid the claim in three business days! We're going on a month with John Hancock. There are far better insurance companies out there, pick one of those.

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Reviewed April 8, 2019

Please people don’t waste your time with these people. They are CROOKS. I usually don’t write bad reviews but this company is awful. They cancelled my husband policy for no reason and then said we cancelled it. Bunch of bs. Save your time and money because this company is a JOKE... It’s sad people are like this!!! Shut this company DOWN!!! If I don’t get my money I will see you in court!!!

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Reviewed March 30, 2019

If you were told upon applying for life insurance that your premiums would be waived if you ever became disabled - DO NOT BELIEVE it! We have paid in (on time) monthly for 40 years. My husband became disabled in May 2018. In January 2019 I happened to remember this clause (promise) about the waiver. I contacted them to say my husband had been approved on Short Term Disability in May 2018 and then approved for Long Term Disability in November 2018. They denied the claim.

Then in February 2019 I contacted them again with proof that the Federal Government had now approved his total disability. Both times I have included detailed documents from his surgeon with copies of the approvals from the various insurances. Today I get another denial letter. By the way, they only begin the waiver once THEY approve, no back dates, which seems like it could take months if not years! Think twice before believing anything they tell you!!!!

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Reviewed March 8, 2019

This company is a joke! I have a home care company and have a client that has John Hancock Long Term Care. He has been approved for $105.00 a day. I have nearly $6,000 in unpaid bills. Every time I call, they give me a different Fax Number to send it to, a different address and a different department. DO NOT GET JOHN HANCOCK Insurance for anything.

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Reviewed March 5, 2019

I am the sole beneficiary of a life policy and John Hancock is refusing to pay. The reason, there was a divorce involved. In our divorce decree my husband and I kept ownership of our life policies so we could have the sole discretion to keep the beneficiary as is or change the beneficiary at any time in the future. It would be our choice. He never remarried and we remained friends and elected not to change the beneficiary. He sadly passed away of a very difficult illness and is missed by many friends and loved ones. I turned the claim in and jumped through all of the hoops and requirements they requested - completed forms, divorce decree, death certificate, etc., at which time they said they would issue a check.

They confirmed there was not any items missing and I met all of their requirements, but stated since there was a divorce they would not pay the beneficiary. How can they take a choice away from who we choose to leave our life insurance to weather a divorcee, friend, relative, charity, etc. I am continuing to receive the "run-around" and will not give me the proof of their words. I am continuing to fight this and will turn it into the State Insurance Association. I find it very "distasteful", to say the least, how this insurance company takes care of business. To now read all of the negative reviews about John Hancock and find that I am one of many - not a fun club to be a part of.

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Reviewed March 3, 2019

My mother passed away. After over 35 mins. on hold, the rep said she would send the claim forms to the address on record. Two weeks later, I'm still waiting. Why would any business think it's acceptable to put any client on hold for that long? For the love of God, you're making millions of dollars, hire some more people!!

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Reviewed Feb. 7, 2019

John Hancock 401k released my employer based funds back to my employer! The NASTY reps got my employer involved and released my tapes to them so the company and John Hancock reversed my funds paid out of my payroll check and my plan. Is this legal according to the SEC?

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Reviewed Jan. 15, 2019

This company is disgraceful. My mother is needing her cash value from a paid up life insurance policy; BUT, they are refusing to accept her Power of Attorney/Attorney in Fact, prepared by a law firm. So, they are refusing to turn over HER FUNDS to pay for her care in a nursing home. Even after they know she is incapacitated, I have the letter they sent me advising me to go get her to sign a surrender form in front of a notary!!! They want me to commit fraud, so then they could claim her signature is not valid because she was forced while incapacitated. WHAT A SHAMEFUL COMPANY THAT HAS SULLIED THE GOOD NAME OF JOHN HANCOCK.

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Reviewed Jan. 9, 2019

I guess the insurance policy does what it is supposed to; expensive, but one knows about that when buying a VUL. And the company's financial strength is OK. But the website is 20th century, and the back office worse. I have online accounts with Fidelity, Vanguard, Morgan Stanley, Voya, Chase, Citibank, and multiple other financial and insurance providers. I can say without reservation that the John Hancock website is the absolute worst. Slow, buggy, does not let you do simple things like transfer between accounts or update your password. And when you call customer service to do what you cannot do on the website, their back office systems bog down completely. You may end up sending faxes to prove they get the message and to insist they implement. Look for alternatives.

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Reviewed Dec. 15, 2018

I cashed out of a universal insurance policy that was overpriced. This is an investment product and should have produced a nice payout. JH said they would overnight a check after they refused to direct payment. They gave me a figure, took a week after many phone calls to get the check and they took out a monthly payment then sent me a letter telling me I owe them 1100 dollars!

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Reviewed Dec. 7, 2018

JH has made losing both of my parents an unspeakable nightmare! After losing my Dad, my Mom and I were told by JH his whole life policy was no good. We paid all funeral and final expenses out of pocket. After seeking legal advice and contacting JH again, they rescinded and told me the policy actually was good, then proceeded to put us through over four years of jumping through hoops. Now I've lost my Mom and had to pay all of her funeral costs and JH is still playing that game, figuring I'll give up. They sent a check for $1,400.00 when the policy should pay over $15,000.00. A pittance to them...but all the money in the world to me, I'm now broke.

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Reviewed Nov. 19, 2018

The most horrible experience. I purchased a money market fund from John Hancock since market was volatile to preserve cash. When my account was closed I was charged a fee of about 4000 (over 2 % of the fund). Fee was never disclosed. I filed a complaint with the labor department. Stay away from John Hancock. They are just trying to milk fees from clients without disclosing them.

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Reviewed Nov. 4, 2018

I applied for a 401K loan with two weeks to go before my closing date for a house, and now I risk missing my closing date because of John Hancock’s antiquated technology and process. My mortgage broker told me it should only take a few days to take out a 401K loan, but I guess he is used to clients dealing with better run 401K administrators. Also, when I first looked into taking a 401K loan, I saw that you could apply electronically, but when I did apply I found out it would take 5-7 days to receive the full paper loan application by mail and another 5-7 days for John Hancock to process the request after I submit the application.

I called customer service and asked if they could email the loan application or if I could pay for them to FedEx application overnight and the guy said no. How is this so for a giant company like John Hancock? Everything else in the home buying process has been done electronically even though I’ve been dealing with a small, local mortgage company and real estate agent. And why does it take 5-7 days to process the loan? This is my money. There is no credit review process. All they should be reviewing is that I am using the loan proceeds to buy real estate.

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Reviewed Oct. 16, 2018

I received in June a proposal to withdraw/rollover my Annuity. I was quoted in the papers a lump sum withdrawal. After given the runaround for over 3 months about additional paperwork and multiple follow up phone calls on my part they finally told me I would receive a check that was 30% less than all the paperwork had quoted me. When asked they stated it was a miscalculation on their part. So how do I know the new quote isn’t a miscalculation also? If I ever get my money I will never invest with them again... my advice... run as fast as you can from them. Anyone who is in the business of finances and can’t even quote you a right number on your investments is a pretty shady company.

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Reviewed Oct. 12, 2018

Filled out all forms from John Hancock including a voided check for the electronic funds transfer. Phoned to find out date of transfer. Was informed that the check was in the mail. They didn't approve that the account had the word "remodeling" even though it was in the name of our trust. I was not notified that JH would not perform the electronic transfer.

Our mailboxes are the rural type in groups of eight (8) at the curb. This is a city of 500,000 and, yes, some subdivisions have rural type mailboxes. Also learned that this account had diminished by 5% because the stock market had declined. The funds transfer was approved two (2) days prior the decline. I can only hope that the check is not lifted from my rural mailbox. My State Farm agent came to my house with the paperwork filled out, I read and signed it. Had the funds within a week. I got the feeling that JH prefers to hang onto the client's money. The thirty (30) pages of paperwork was astounding!

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Reviewed Oct. 4, 2018

I am the sole beneficiary of a John Hancock Retirees Basic Life Insurance Plan. I have called several different phone numbers and filled out several online forms and have gotten nowhere. All I have received is "someone will get back to you"! When you lose a loved one, why make a difficult time even more difficult? Maybe you will give up and JH doesn't have to pay the claim? Wrong, do not plan to quit! In the meantime I'll post negative reviews everywhere I can!

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Reviewed Sept. 4, 2018

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!

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Reviewed Aug. 30, 2018

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.

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Reviewed Aug. 8, 2018

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.

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Reviewed July 13, 2018

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).

After almost 2 months I finally received a definite answer when I called and was told that the company made a mistake and that I wasn't the beneficiary, someone else was. They didn't have the integrity to contact me to inform me of the mistake. How does a life insurance company make those kinds of mistakes? I have experienced unprofessional customer service, poor knowledge of the company from John Hancock reps, and I would recommend that people stay far away from utilizing the company's service.

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Reviewed May 25, 2018

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.

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Reviewed May 25, 2018

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?

Thank God they didn't decide to send a check to my daughter or I'd never see it! Now I get to wait for my former employer to get the money, wait for the check to clear, then wait for them to send me MY OWN MONEY. I always wondered WHY they sent my statements to my employer instead of to me directly. Most times they'd sit on his desk for six months before being forwarded to the employees. Why is it my employer's business to know my finances? I'll be so happy when this is all over but my nerves are shot right now! That's my retirement you just handed to someone else! Not in the least happy.

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Reviewed May 22, 2018

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.

This poor girl is using the money to further her education and has a contract stating she will receive her payment on May 5, 2018. As of today, John Hancock would not confirm when it is being mailed. This is the worst customer service I've encountered in a long time and I would tell anyone thinking of doing business with them to run away. They'll take your money, promise to pay and then leave you high and dry.

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Reviewed March 28, 2018

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!

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Reviewed March 19, 2018

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.

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Reviewed Jan. 19, 2018

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.

My father passed away last year only to find out my mother was still the beneficiary which meant this account had to go to probate and that was the reason why we spent all that time enough to get this straightened out. To cover themselves they combined two of his accounts together made it one account or claim they only needed one beneficiary paper when we went to settle They claim there was only one account that had a beneficiary and they split the two accounts apart The way they were before they were put together. Obviously you would only have one beneficiary if you are putting everything in one account so to separate them back the way they were prior to this it’s basically an illegal transaction.

We were in the office and we filled out By three different people and also signed by all medallion signature stamp also a gold medallion. What does this sound like to you. Now I have to file for probate because of this one account and have filed a complaint with the insurance commissioner's office. Bottom line nobody wants to be accountable or do the legwork much rather make people miserable that invested with them then to make it right. Keep in mind my father worked for them 35 years. I have all my proof. No one cares.

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Reviewed Dec. 11, 2017

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.

The terminology in their crappy forms seems purposely confusing, the only choice to roll over a Roth is to a retirement account, namely the term for another 401k sponsor plan, when I ask about a form with a choice for IRA/Roth IRA they said, "It’s the same thing", well is not. They require that my other IRA company sign an acknowledgment that they accept Roth IRA rollover. I ask, "Is this a gov mandate?" they said, "It's requirement." They're pull out of the air to make things complicated unnecessarily...

Also when I was still employed with e Co. sponsoring the plan, they would answer the phone after a relatively long wait of 10-15 minutes, not they take 38 to 55 minutes because I select "I am not with employer sponsoring the retirement account and I want to roll over my funds". Other institutions let you do this electronically. They seems stuck in the previous century a not at all interested in customer service.

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Reviewed Oct. 15, 2017

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.

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Reviewed Sept. 28, 2017

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.

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Reviewed Sept. 13, 2017

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...

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Reviewed July 24, 2017

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.

I have asked JH on 4 separate calls to explain this requirement to me and the agent Naomi ** (1-800-333-0963 ext **) stated on 7/11/17 at approximately 10:30 am that she would look into it and call me back before 2:30 pm that day. NO CALLBACK was received. I called back on 7/12/17 @4:11 pm and left a message, she called back on 7/14/17 and left a message that she had retrieved the "tapes" and would call me back on Monday, 7/17/17. NO CALLBACK was received. I left another message on 7/19/17 at 4:17 pm and requested a callback. NO CALLBACK was received. I have just called again and left another message today 7/24/17 at 5:10 pm... THEY WILL NOT WEAR ME OUT! I am sure the practice of not responding discourages a lot of people from getting what they want or deserve... And that practice probably works most of the time! NO ONE SHOULD TOLERATE THIS NONSENSE!

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Reviewed July 23, 2017

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.

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Reviewed July 20, 2017

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.

I jumped through every hoop they asked me to do for over a month and FINALLY they determined I could claim these policies. But it took me DEMANDING to speak to a supervisor to get to this determination, way after a month. Because every time I called about these policies, their customer service reps. would talk to me like nothing was already filed! And every time I talked to someone their story would change. In reality, I was lied to countless times! Not only was this experience was time consuming, but cost me money to get their needed paperwork.

My complaint is, John Hancock will not let me have these policies to see their ACTUAL value. Nor will they TELL me their value. I still don't know how much their worth really is. I told them right out, because I have been lied to many times, I just can't accept "their word." I am getting what these policies, after all these years, are truly worth!!! The reason for why I can't have or see these policies, according to John Hancock? Because I am not the policy owner or the original beneficiary. Really??? Of course I am not the owner. He passed away in 2013. And the original beneficiary died in 1988!! That's why I filed all those papers!

As polite as their customer service reps. were that does not compensate my frustration. Nor how many times I was misled and lied to. Especially since these two policies (according to John Hancock) is only worth less than 4,000 dollars. Thank goodness I do not have my life insurance through John Hancock, because my policies are worth quite a bit more and I can only imagine what they would put my son through to claim them, after my passing.

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Reviewed April 24, 2017

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.

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Reviewed March 22, 2017

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.

During our call, we got the new address and made all three returned payments to the new address, but got returned again due to bad address again. We, over the phone, were told the provided address was wrong again and they provided with third address for the payment. The new 2017 payments along with past payments were then sent accordingly - surprisingly again, only the 2017 new payments were credited to our accounts while the 2016 payments did not. They were kept there for over two months (neither credit to us nor returned).

Was on the phone at least eight times with different agents. In few months' time during this mess, spent total of four and half hours trying to get this straight without luck. During the phone conversations, I have found many mistakes were made from their end along the line and never get corrected after pointed out by my comments made in numerous times of my previous phone calls. I had to write up a long letter - with all proofs of the constant payment effort made along with status of each attempt (return due to bad address). The long certified letter sent included total of nine pages. Besides stating all the facts, I specifically asked for the reason which actually caused the multiple mistakes made there a) without proper internal communication/correction and b) what would be done to prevent the same from happening to others clients in future.

After over four months of fighting, I finally was informed on 03/07/2017 in a brief letter (few lines) that both of our account get reinstated (as of March 2017) but ABSOLUTELY without any explanation as to what went wrong then and no apology whatsoever. This tells me that nothing was seriously reviewed/addressed over this case. At very least, they don't care much about customers feeling and completely ignored their request made.

I am extremely disappointed of my experience with JHLI - LTC unit account team along with their support. I feel strongly that this would be a consistent pattern in terms of their typical customer service and I would not be the only one getting this type of treatment. I cannot really imagine what I can do should the similar service is given while filing claim in future when I need their help the most. No one, obviously, would have the luxury to spend that amount of time during that kind of condition. I really hope they will take this seriously and have the process/procedure improved, to start with - having better communication with their client in responding.

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Reviewed Jan. 11, 2017

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.

I immediately called John Hancock and they told me to fill out a form and email it to them which I did and received an auto-reply acknowledging their receipt. I followed up with a phone call and was told that it would take a few weeks to process. I called after a few weeks and was told that they were still working on it. On November 14, I received a letter addressed to me that the funds were turned over to the state and that I had to call the Office of the General Treasurer who told me that the funds would not be put into the system until January.

Call after call after call to John Hancock looking for an explanation was both exhausting and emotionally draining. After 3 months of calling and leaving messages that were never returned I finally reached someone today that told me that because it was my estranged sibling's name on the funds that they couldn't do anything for me! They also informed me that they sent letters to my other siblings (3 to each of them) since 2013 asking them to have the sibling that was named complete the paperwork contact them. What I can't forgive JH for is putting me through 3 months of agony and not giving me an explanation as to why they would have sent letters to the others siblings but not me who they had the documentation verifying that I was the Executor of the Will.

The representatives that I dealt with were not only unprofessional but insensitive and condescending with their responses to the situation offering no guidance whatsoever to resolve. When I told them I would be filing a complaint, they said....."go right ahead". Not happy with John Hancock and it would be over my mother's dead body that I would ever recommend them. They could have told me this on day 1 not 3 months later. I am so frustrated right now I feel sick.

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Reviewed Dec. 26, 2016

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.

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Reviewed Dec. 2, 2016

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.

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Reviewed Oct. 14, 2016

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!

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Reviewed Aug. 12, 2016

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.

I finally got the correct info. I did as advised, and got a partial distribution a month after the initial call. We just had an emergency situation occur, so I sent a form via overnight mail, which was received on 8/5, and signed for. On Tuesday, I called to check status of the request, and also sent an email. I was told it's in process via the call, and they could/would not provide further info. The email response advised they could not provide info, and to call. A vicious circle if I might say so!! I checked daily to see if the funds were at least processed, and nothing.

Today, 8/12, I emailed and called again. Same story--except the person I spoke with said she would advise the other dept it was important to get this done quickly, do to the need--and asked for the number to follow up (by someone?). Gave her the number, received no callback, and the site undergoes maintenance today until 8A Mon, 8/15, when I will have to start over again and call to find out when I can get my money. I am extremely frustrated, and they have no method to actually complain, talk to a person who can do something, and it is extremely frustrating!!!

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Reviewed Aug. 3, 2016

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!

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Reviewed Jan. 27, 2016

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.

The most recent (as the history is far too long to get into) example of this lack of quality customer service had to do with a simple request for a 1099R so that I could finish my 2015 US taxes way ahead of the April 15th deadline. This year my request is the exception not the rule since I will be out of Asia for 3-4 months in a location where there is erratic or no e-mail or phone service. Therefore, I needed to receive my 1099R asap to work with my accountant before my departure. For the record JH is the only company out of 8 that I deal with that does not post online 1099R but mails (and not the fastest way possible) them or e-mails them if a client requests them to do so.

I did contact JH customer service through JH mail and was advised end Jan would be the best. That is where the good news ends. Since the clock was ticking to complete my 2015 taxes I called customer service and was connected to Rossmiel ** in the Philippines. She was sweet and somewhat helpful after I explained my situation and kind enough to e-mail a 1099R but the one that was sent belonged to another JH client. When I asked her to e-mail my 1099R she did and after I reviewed the calculations compared to my last quarterly statement, it was wrong. I needed to spend close to 45 minutes more long distance going over what the correct numbers should be which she agreed were indeed accurate. I also faxed this saga to Vivia ** Customer Relations and to date did not receive any response.

She then advised it would take 7-10 business days for a new corrected 1099R form to be processed and mailed which was totally unacceptable for reasons stated above. After additional phone time I was given a confirmation number # ** and told that she will send a corrected 1099R within 24-48 hours to my e-mail address. That time has passed and a corrected 1099R has not been e-mailed to me as promised. At 5 am today I needed to wake up and then once again chase at my expense the status of this simple request. I was connected to customer service in the US and spoke to Michael (no last name given) having to repeat the entire saga as above.

Michael gave me a boilerplate answer that he could not help me since 1099R could not be issued until Jan 27th US date which is already past on my side of the world. So the question I asked is "then if this is correct information how was Rossmiel ** able to issue a 1099R that was not mine and an incorrect 1099R that was mine? Michael could offer no explanation. He then asked me to fax what I was sent by Rossmiel ** to fax number 617-663-3160 which I did and I was advised that he would e-mail my hopefully correct 1099R his time 8 am his date Jan 27th. I am holding my breath. Bottom line I would never consider doing any future business or recommending JH to anyone, especially if they move as I did or live overseas as I do unless they enjoy endless frustration and large phone bills.

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Reviewed Jan. 3, 2016

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.

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Reviewed Dec. 7, 2015

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.

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Reviewed Dec. 4, 2015

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.

In all situations, Life Insurance is for the people you leave behind. Regardless of the nature of the claim and the complexity of the situation. You do not want your family members after you are gone, getting the runaround. The key to life insurance is to leave a peace of mind. After this amount of time that has gone by, I would rather get this over sooner than later. In addition to that comment, it is ironically strange that the company sent out correspondence 7 years later. Death can occur suddenly and leave family, spouse and legal administrators with the responsibility of "literally" paying for everything. Therefore, again I advise to make sure you have all your T's are crossed and I's are dotted for your family. Otherwise they will spend unnecessary time - fighting for what is legally theirs.

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Reviewed Dec. 3, 2015

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.

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Reviewed Dec. 1, 2015

Worst customer support (especially for financial & wealth management) in the industry. I have used Schwab, Fidelity, Prudential, eTrade, and Chase in the past and used them as comparison. At John Hancock their call center is 100% based in Philippines at all hours of the day & night. The call reps don't get measured on answering questions accurately, or providing any amount of customer service, rather only on speed of answer. THAT'S IT! They were of no help at all.

The website indicated to call their 800 number for information on 401k questions, yet the the call rep constantly referred me back to the website for information (that wasn't present). The call felt like a "Who's on first?" episode. Even at the end of the call when they asked had they answered all my questions, and I indicated they did NOT help with my concerns, the response said it all, "Excellent, have a nice day," and they hung up! This is the fourth call I've had with them and I can't wait to move my money OUT of that place. Stay away from this firm. Whatever promises are being made in local offices, or by brokerage firms trying to sign you or your company up, I PROMISE you will be sorry later.

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Reviewed Nov. 30, 2015

I have had this insurance for over 30 years and am happy with it. The benefits are great and the investment grows quickly. If I have any questions, they are answered in a timely manner. I also have a representative who lives in my town and is very easy to work with.

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Reviewed Nov. 25, 2015

On 10/23/2015 I went to my agent to fill out surrender forms to cash out this policy. So I check it out by calling John Hancock, the forms were fill out wrong. Then went back to him have the check direct deposit to my bank on 11/9/15. My has lung cancer. I need money to pay medical bills, they said it's processed and on its way. I think we need to ask. If I would, I die. My wife have this much trouble get money from this company because they got promise out of my bank.

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Reviewed Nov. 25, 2015

I have not had any major issues with my life insurance company but I wish they gave you the option of doing more things online. Calling them is hard because you are kept on hold for a long period of time and I have more important things to do than spend a lot of time resolving problems.

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Reviewed Nov. 22, 2015

I had to roll over another account from a different job. I thought it would be a long process but the staff were so friendly and knowledgeable that it was done very quickly and easily. The entire process was very well explained! I would definitely recommend them to everyone looking :)

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Reviewed Nov. 11, 2015

I have had insurance with John Hancock for the past 15 years. I switched from another insurance company to them because they offered me the most for my money as well as cash investments. To simplify matters relative to premiums, I have them deducted directly from checking account monthly so that I do not have to concern myself with late payments. The company provides me with monthly statements that gives me all relevant information such as policy values, advances in stocks associated with the policy. It has a website where I can go and get answers to all of my questions. To date, my relationship with the company has been excellent and I would recommend them to anyone who needs insurance.

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Reviewed Nov. 7, 2015

I have had my policy with them for 35 years and am very happy with them. My death benefits has doubled and my cash value is about 30 percent more than I have actually put in. I bought my son a policy when he was an infant for 50,000 and is now worth about 10.

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Reviewed Nov. 5, 2015

Several years after becoming disabled I had many questions about my policy. This was because I did not originally remember that I had a disability clause in my policy that would enable me to stop paying my monthly deductible. Instead this cost is actually absorbed by the insurance company throughout my disability, which is diagnosed as a lifelong disability. They were extremely helpful and guided me through the paperwork and nuances of my policy. I knew they had my best interest at heart and I was incredibly grateful.

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Reviewed Nov. 2, 2015

My policy is provided through my employer. Our representative with John Hancock has made himself available to my husband and I for any questions that we have had. Very soon we will be inquiring about more coverage and I know that our questions will be answered fully and in a timely manner as they have in all of the past interactions we have had.

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Reviewed Oct. 18, 2015

2009 my mom passed away, she & my dad have had Hancock life ins. since 1959. Dad turned in her ins. policy & was told she had taken a loan on the policy & they would take the balance due from his claim. Mom never took a loan from that policy even though they took over $3000.00, it's now 2015 & Dad is still receiving a bill for $3837.77. When I speak to them about this they say it's got to do with increased rates (their rate was locked in 1959). Also, this is the hardest company to find a phone # to speak to an actual person, all their business is done by mail... Why so hard to contact, is it their under-handed way of doing business - would not recommend this company to anyone!

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Reviewed Oct. 4, 2015

For the last few years, I had individual long term care insurance policy with this company that I allowed to lapse due to financial difficulties on May 10, 2015. I had purchased this policy from Donald ** at the Sarasota FL office on cattle ridge Drive. When my agent D. ** found out about the lapse, he immediately tried to sell me on a different type of insurance policy that he told me would be both life insurance and also disability insurance (the name on the policy is: flexible premium universal life insurance). I told him at that time that I couldn't afford this policy right now because of my financial situation, nor that I needed life insurance because I have no dependents. He said this was also disability insurance. So he pushed on and told me, "let's just see if you can even qualify for this policy first and then you can decide later if you want to enable it."

So I did, went through the medical exam and passed it. Then he called up and told me he was coming by my house to retrieve a check, but again I told him "No", that at that moment (August 27th) I still couldn't afford to pay a premium. Yet he pushed and pushed to get a check out of me with a promise he wouldn't deposit it so I gave him a check but only because I trusted him on his word that he would hold it and not deposit it, until I would initiate a phone call to his office telling them that they could.

I'm self employed and my income is very irregular and the premium is a lot of money to me. Now here is where he literally screwed me. When he made me write out a check and promised me he would NOT deposit it until I initiated a phone call to his office telling him to deposit it. I NEVER made that call but I got a phone call from him 10 days later on September 5th that he wanted to deliver a policy to me, I think he came to my house on September 7 to be precise. I thought this very was odd because I hadn't paid for it (or so I thought) and again I said, "But I can't pay for it now" and he said, "That's okay you have 30 days to see if you can afford it. Just give our office a call when you can afford it and we will deposit the check." I didn't know at that time that my check had already been deposited, so he was lying to me about that.

Then he made me sign tons of pages super fast without showing me what was on these pages even, but again, I trusted him. He apologized for not using carbon paper. I had no idea what I was signing for but I trusted him. BTW, I received zero copies of what I signed!!! I found out later. Meanwhile I'm getting lots of mail and bills, such as medical bills that I had no money to pay for them, so I threw them all on a big pile. If you've ever been this broke, it's hard to face or open any bills if you have no money, hence a big pile started to form.

Today I finally did go through all my mail. Only to discover that he had indeed deposited the check already on September 4, 2015, this was done before he delivered my policy on September 7th, only one week after I gave him the check on August 27th, and without getting my consent to deposit it. I had no knowledge that this had been happening and my fault for not checking my own mail sooner. There's more. He MUST have made me sign something that day on September 7 that would take a premium automatically out of my checking account because I happened to check my statements today as well and see a payment pending. I was shocked when I saw that!

I vaguely do remember signing for this, there were so many pages and he was acting all nervous and fast, chewing gum like a rabbit. I didn't want to sign my consent for that and I told him so. I ABSOLUTELY clearly remember him promising me that he would not use this withdrawal consent until I gave him the green light for it. I NEVER, NEVER DID!!! I'm telling you the truth here, because another piece of mail I opened today showed me a letter written on September 11, 2015 that I had consented for this automatic withdrawal. So he had lied to me then also and just submitted the consent form as soon as he got his hands on it. This came as a huge surprise to me.

When he made me sign all this paperwork so quickly I honestly had no idea that I committed even to ANYTHING AT THAT TIME because he kept assuring me that without my oral approval, he would not engage this policy or deposit the check (which he already had deposited behind my back). Meanwhile, my bank account is overdrawn and I have no way even of bringing the balance above zero. The October payment is still in "pending" state at this moment. It also turns out that this policy is not a disability paying policy! What a freaking liar.

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Reviewed Aug. 10, 2015

I filed a claim as a beneficiary on a life insurance policy held by John Hancock on my mother. I filled out all the forms sent to me and sent them back registered mail, return receipt. I was told the claim would take approx 10 days. I called back in two weeks when I received no update on the claim. After a lot of confusion and contradictory information about the processing of the claim, I was finally told the claim had in fact already been processed and the check mailed.

14 days later when the check still had not arrived, I called again. Again, all those I spoke with (at least 5 reps) could either not find any information or kept putting me on hold for long periods only to come back and still not have any verifiable information as to the whereabouts of the check. When I asked what address the check was mailed to, they were unable to provide even an address. When I asked for a supervisor, I was put on hold for over 30 minutes. Then the supervisor was also unable to find the address the check was mailed and told me they would get back to me. Nobody seemed to be able to find even the most basic information or even the copies of the claim forms I sent in with all my complete information right on it.

Still later and after another four to five calls and transfers, I reached a Norma ** who recited an incomplete, erroneous address the check was mailed to, even five days earlier than first told to me. Not the address I put on the form. Only now did it become apparent the check was lost. A mistake they made which was only discovered by my insistence on verifying the information. Which took me over three hours and endless aggravation to get out of them. All the while, they kept saying the check is in the mail, just wait on it.

Now at this point, with the service rep acting like it was in some way my fault for their screw up, they said they would stop payment on the check mailed to the incorrect address and resend another check. When I asked that they send it US Priority mail with tracking..... (you won't believe this) they said they are unable to send it by priority mail. Or to a PO Box. A US Post Office PO Box. Only FedEx or UPS. I repeated I did not want a driver leaving it on a doorstep. I wanted it sent to a secure PO Box. She said she couldn't and hung up.

I have never been so frustrated with a company or ever come across a customer service that actually does nothing to provide any customer service. Never mind the entire delay and inconvenience to me is their fault. And they still suggested they were helping me. They had done nothing but tell me what they couldn't find, or didn't have, or couldn't do, or lost or transfer me to someone else that proceeded to recite the same excuses. Not the kind of frustrating responses you would want from a company or anyone, when dealing with issues relating to a death in the family. I have always thought highly of John Hancock as a business. A company with integrity. This has certainly tainted my viewpoint on both their integrity and competence and certainly their sensitivity. Just another big company that doesn't care.

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Reviewed Aug. 1, 2015

My mother has paid on a policy for more than 20 years. After my father passed, I had to place my mother in a facility in March 2014. John Hancock did begin to reimburse me for their portion. After moving her back to her home in March 2015, I pay for her 24-hours care for the final stage of Alzheimer's. John Hancock refuses to reimburse me for the amount that they pay, even though the received paperwork indicating that mother is on hospice.

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Reviewed July 14, 2015

The company wants $6000 per year to maintain the policy yet the planned payment is $2200. I agreed to pay $3000 per year to maintain the policy (I am now 72 y/o). So why am I angry? They "borrow" the difference from my $100,000 FV policy, CHARGE ME 5% interest on that "loan", and then REDUCE the $100,000 death value by roughly $3000 per year (ie, 100K becomes 97K, then 94K, etc.). Bottom line: I am required to pay them money but they reduce my policy and charge me interest. I am stuck between a rock and a hard place - do I continue paying premiums to keep the $100 policy (reduced each year) in effect for my wife for when I die, or do I simply cash it in for the accumulated cash value, because there will (if I live long enough) come a time that I will have paid more into the policy than it is worth. Any suggestions? Thanks for letting me get that off my chest.

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Reviewed June 4, 2015

I have two policy with this company, paying premium over 15 years. About $4000 yearly. Now I have cash value of over $50,000. I needed some cash, so I called to withdraw some cash (not all of them). They will not let me withdraw the cash value. They push for a loan with 5% interest. Why do I make loan to my own money? Why pay interest to them? I have two more policy with Metlife. They were great!! I cashed my cash value and keep my policy in force. Why can they do that?

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Reviewed May 27, 2015

Called in, waited through the annoying phone prompts to talk to customer service. I just needed the plan address that is required for rolling over to another account. What happened was endless sales pitches and no address. Finally the representative told me he could give me John Hancock's general mailing address. Which is absolutely ridiculous. Was a slap in the face. I wish the same for them.

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Reviewed April 24, 2015

My father has been in and out of the hospital most of this year. In trying to establish the 100-day elimination period, it's been a nightmare dealing with this company. The 100-day elimination period is like a yo-yo. The elimination day's actually go up and down. My parents have been paying into this fund for 30 years and this service can't go unpunished. If anybody out there is willing to work with me to sue this company, I'd be interested and can be contacted at **.

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Reviewed Feb. 19, 2015

My father (who passed Oct 2014) opened a Life Ins. policy with JH in 1977 and named his 3 children as beneficiaries. I am the youngest child and dumbfounded at the results. I have no idea the dollar amount of the policy when opened or how much my dad contributed over the years. However, JH indicates that it was a $15.00 policy. In 37 years, it earned $18.00 in dividends which equals a value of $33.00. We each received a check for $11.00. What the hell is that? My father was a math genius, taught math, & invested. He would not have a policy of such nonsense for 37 years. How can we figure this out... did his agent embezzle money (who was his friend and now is in a nursing home with Alzheimer’s) or how do we find exactly what went on with the policy? This is a joke and my dad wouldn't have done this to us.

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Reviewed Feb. 5, 2015

I was giving a prospectus 23 years ago and since then John Hancock has sent many proxies to my home changing everything that I originally signed up for and the cash value is nowhere close to what the woman who push the policy and told me no information sheet that at 4% this is how much money I would have after 20 years in the policy. They will end up changing everything to do with the policy and I am NOT even one third of what was supposed to be there at 4 percent interest and she explained to me over the past 20 years John Hancock was paying over 11% so I find this miscarriage of justice and I believe fraud was perpetrated.

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Reviewed Feb. 4, 2015

I am disappointed in many aspects of conversion of a policy to whole life, including use of my checking and draft to it. I would hope that my best interest would have been primary. Not just sale of policy. A long story but it has not been a pleasant transition. I expect organized, accurate, efficient, professional work. The Ability to speak to Corporate Offices to ensure better service. You are nowhere without customers. Respect them and take care to provide the best possible service. Based on my experience I would not recommend this company. I have been a long long term customer and user of JH!! I expect more.

PS. And also you gave 21 million to one fund and gave little back to policy holders what was that about? Clearly you have been making a lot of money.

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Reviewed Jan. 27, 2015

Deceased father's pension was handled by John Hancock. Worked at Abex Corporation. Sat in account for nearly 30 years. We did not receive any interest on this $168000.00 amount, seems we are due some interest money on that amount. Took years to get that amount released. Can you help. Seems unfair. Any assistance helpful.

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Reviewed Dec. 30, 2014

They, John Hancock, took my pension check I receive every month back! After they had already put it in my account on the Dec 25 2014!!!! 5 days later I have paid my bills and used my money then today I use my card - no money in my bank acct!!! What! I've been hacked I thought. I run to my bank but no, it was John Hancock who took my check back that was in my acct for 5 days!!!!! This has to be a crime, this is wrong!!! How can they get away with this!! So I call them, they say "oh we paid our check too early!!! So now we took your funds back till Jan 2!!!!" Bull!!! This is their mistake and now I am broke with fees to my bank!!! They should not get away with this!!!!

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Reviewed Dec. 12, 2014

My mother in law has been trying to surrender 2 of her policies. She is 84 years old and has many health problems. My husband and I have been caring for her for 2 or more years. She has a house and does not want to lose it to back taxes and so she decided to surrender 2 of her policies. For 7 weeks since they sent us the paperwork for her to fill out they have jerked her around, me and my husband. I faxed the paperwork from my job 15 to 20 times. They say wait 24 to 48 hours before it is in the system for them to tell us whether they got it or not. When we call they say they are missing something. Conflicting stories and the rest is absolutely B.S. 84 years old and they are treating her as if she has no right to the money. We called the insurance commissioner today and filing a formal complaint.

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Verified purchase
Angela increased rating by 2 stars.
After a positive interaction with John Hancock Life Insurance, Angela increased their star rating on Dec. 22, 2014.

Updated review: Dec. 22, 2014

In response to my complaint, I finally had an agent in Nassau County call me to explain how the dividends work. It seems that the 3 1/2% is only given on your dividends that you allow the company to hold! It is not given on the cash value of the policy! The amount of dividends you receive is based upon their decision and how the market is doing.

Original Review: Dec. 2, 2014

I have a whole life policy in force for 23 years. My contract states the interest will be the rate they declare, but will never go lower than 3.50% on amounts on deposit for full policy years. I now have a guaranteed base policy value of 63,507.50 and a total policy cash surrender value of 65,027.72. The dividend I received last year was $2,258.92. This year it was $1,825.47 and I had to pay $874.53 to keep my policy in force. I paid the money and did the calculations on my cash value and my dividends should be a little over $2,220.00! When I asked the two agents I spoke to, what figure do they use to determine my interest, one said $71,074. The next agent said $65,027.72. On my third call, I spoke to a supervisor, who would not give me a figure but explained it goes according to the market. I insisted there is a figure that the dividend is determined on. She said she would have a letter sent out to me showing me the table for configuring the interest. I was already involved in a class action suit many years ago and we were awarded compensation because of their dishonesty. I am very upset and I want to thank you for your attention to this matter!

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Reviewed Oct. 28, 2014

I have a contract to sell a number of John Hancock annuity payments, submitted on September 24th. According to John Hancock, the transaction would be completed within 20-30 days maximum. A similar transaction was carried out on three previous occasions, each one also handled in a slovenly, unbusinesslike manner. To date, no one in their Structured Settlement Division will provide information as to the status of this transaction. They will neither return phone calls nor speak to me or DRB Capital on the phone. I advised them via Certified Mail in September that this was a medical emergency and to please expedite the process. The letter was never acknowledged and the paperwork remains unfinished.

In another recent incident with John Hancock, I advised them in August that I changed banks and notified John Hancock by FAX and in writing of my new bank account for direct deposit. For TWO MONTHS my annuity payments were deposited in a closed account which was inaccessible to me and cost me money to retrieve. It is still uncertain as to whether my next payment, due in November, will be deposited into the correct account.

I paid $800,000 for an immediate annuity with Manufacturers Life which was subsequently bought out by John Hancock. Everything is handled through their call center in the Philippines. This is also concerning as my personal financial information is being shared with foreign nationals. It is virtually impossible to talk to someone who is actually in control of a particular transaction or request. The company is unresponsive and fails to service their clients in an ethical and timely manner.

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Reviewed Oct. 26, 2014

In 1998 my wife passed at age 27, John Hancock asked for a few documents which the hospital provided. I was issued an immediate payment of 5000 within 3 days. Issued me 2 checks after in amounts that I requested to cover remaining balance. I was in the U.S. Army at the time and needed cash to get from Washington State to Vermont to bury my wife. John Hancock took care of my needs tenfold. I would not hesitate to refer people to this company. I had life insurance with them also for years but lost track and it has surely been cancelled. But that is of no fault of John Hancock. I may look to them again for insurance in the future. Thanks for your help John Hancock....

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Reviewed Oct. 25, 2014

I was contacted by this John Hancock Insurance Company 6 months ago about funds from a policy from my grandmother that were going to be released to the state. I spent 6 months of my time and almost $200 assembling all of the paperwork and death certificates required. After 6 months, I received a letter telling me these funds reverted to the state in 2005, 9 years ago! I don't understand how this company tolerates such incompetence. Obviously it's too late for me to receive these funds, but it should not be too late for these incompetent employees to be reprimanded or worse. They initiated this contact, corresponded with me 6 or more times in writing and by phone, and they did not bother to check and see that the funds were not available. They should be ashamed to have such incompetent workers employed by John Hancock.

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Reviewed Oct. 7, 2014

My mother is now in assisted living, since early April of 2014. She has been paying into JH for at least 30 years and they have amassed nearly $100,000 in payments from her. The requisite 100 days passed in assisted living, and yet the insurance payments did not start on time. After several complaints they paid for only one month, then stopped, for no reason and with no explanation. I now have to have my lawyer take over to get the payments that are due. My mother is fortunate that she has my brother, myself and a lawyer to get the money owed to her by JH. It makes me wonder just how many hundreds of older adults without the support my mother has get scammed by this company.

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Reviewed Aug. 6, 2014

I lost my mother in June 2013 who was John Hancock Life Insurance policyholder. As her legal executor, I provided the company her death certificate (with county seal) to process her policy. The benefits were paid shortly thereafter. My 82-year-old visually impaired father named my mother as the secondary contact for policy change information. JH continues to deliver correspondence regarding my father's policy to my mother's former address despite acknowledging that she has passed. They argue that my father must write, sign, and send a letter to JH to have my deceased mother's name removed from his policy records. Regrettably, my father will under corneal surgery tomorrow and is simply unable to provide this documentation.

The agent telephoned my father today, while I waited on hold to confirm the situation I described to two JH professionals, neither of whom seem to understand the difficulty many ailing octogenarians encounter with computers and other contemporary communication technologies. Unfortunately, I am on a different coast from my father and am unable to facilitate delivery a form letter with his signature to JH to remove my deceased mother's name from his profile. What is most difficult to accept is the callous customer service the JH agents provided, and the complete disregard for the still painful loss of my mother.

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Reviewed June 6, 2014

J.H was quick to get their necessary forms to me, that was the end of the promptness. A nurse assessor was supposed to have called and seen my spouse prior to Long Term admission, never told this by J.H. or had any contact with same until I started making waves. Claim Information that I sent all together in one large manila envelope was received by Ins. Co, but J.H. could only find bits and pieces of paperwork. I finally convinced the Claims rep. that if had form X then also had to have form Y as both sent at same time in same envelope. Sounds like left hand doesn't know what right hand doing.

My solution: from now on, all information that I send to J.H. will be by registered mail for which they have to sign upon receipt. Pain in the neck to have to go to that step but looks like what will give me proof as to what was received.

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Reviewed Dec. 13, 2013

I am glad my parents prepared financially for their health care needs. I am also glad that John Hancock has reimbursed consistently without issue. The issue arose when I attempted to set up assignment of benefits to my father's care provider. We needed to have payments go directly to the provider. Been working on this process for 4-5 months now. The required documents were submitted. Each time I called they said they did not have the documents. Resubmitted them 3 times - faxed, mailed, emailed. No one seemed to care or realize that there may be an issue on their end regarding the missing document.

Finally I asked if it is possible that they are putting my father's documents under my mother's policy. So after 4 aggravating months the mystery was solved. I was told the documents would be moved to my father's policy and submitted for assignments of benefits. I called back 2 weeks later and had to go through the exact same conversation and lengthy hold times. The documents were not moved. The woman on the phone sounded very confident and told me that she would expedite the process so payment would be made to the care provider by the required date. I believed her and shame on me.

Was called by my care provider that they did receive payment. Called John Hancock once again. I'm told payment was sent out beginning of the month and should be there. I ask where the payment was sent. I had to ask the question 3 times to get an actual answer. They did not send it to the care provider. Again I am told that the documents are not there. After being on the phone 25 minutes this time, most of it on hold, they do have the documents and will submit for assignments of benefits.

At this point, I am angry and don't believe what they tell me. I hated taking it out on the person on the other end of the phone but there is a serious lack of caring and follow through going on at John Hancock. Someone is supposed to call me with 48-72 hours. On previous calls I asked to speak with a supervisor and was left on hold entirely too long, asked to have someone call me and was told they don't call out. So I will not be holding my breath waiting for the call back.

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Reviewed Oct. 25, 2013

I am a weekend care giver for a client of theirs. I have not been paid for 3 months. Every time we call to check on what's going on, we are told something different. I have worked for this lady for over a year. Now, all of the sudden, there is an issue. But nobody seems to know what it is. Very frustrating and unprofessional. GET IT TOGETHER JOHN HANCOCK.

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Reviewed June 25, 2013

John Hancock refused to honor my claim for my Grandfather's trust: I am writing you today to officially document my findings on a trail of black money and super bills as well as war accounts dating back to 1777. Over the last 250 years, multiple individuals and companies to include banks, government officials and even past presidents have been stealing from funds either unclaimed and from deceased individual with pensions and life insurance policies never given to family members of the deceased. Documents and funds have been transferred via NH deeds for over 200 years based on the evidence I have found.

Originally, I was contacted by the state of NH early August regarding an unclaimed fund I noticed on and unclaimed funds site connected nationally. A representative from the State of NH contacted me and instructed me to contact John Hancock regarding Bernard ** to confirm I was the correct person they were looking for. When I contacted John Hancock, it was explained to me I needed to obtain the original death certificate and to mail it along with my credentials and the application they e-mailed me. It was explained that 2 bonds were left in my name that were purchase by Bernard’s father 1 year after he was born in 1923. In order to obtain the bonds, I would need to send the requested documentation.

They asked me when Bernard passed away because they did not have his last location or death certificate on file. I explained to the representative at that point that I did not know, and I would have to look into it because I didn't know anything of Bernard ** and I assumed he was a patient I took care of when I work in NH in 2006 at Exeter Hospital. Enclosed you will find a mass amount of documents on the USB port I have sent. It’s a story that unfolds into an unbelievable discovery that has been hidden for over 250 years.

Without getting into too many details, I can tell you this. What I have found will affect the history of the United States as well as the rest of the world. The following documents lead to John Sullivan and William Sullivan and the rest of the Sullivan’s connected to political positions as well as Mitt Romney, Secretary of Treasure Mr. Green, Ex-President Bush 1 and Bush 2, Bain (BANE) Corporation, cotton farms, John Hancock, multiple oil co., Bank of America, Citizens Bank, City Bank and at least 20 other banks to include the Navy Credit Union. Almost 70% of the deeds used in transferring funds were transferring the deeds stating the transferring purchase price was $1.00. This had been going on for generations.

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Reviewed May 31, 2013

In May 1997 at age 54, I purchased a Flexible Variable Life Insurance Policy with John Hancock. I was given paperwork that showed I would be paying annual premiums of $2,276.00 for 15 years (to age 69); after that time, NO premiums would be required ("assuming gross rate of 12%" was in the small print). Now at age 70, I get a bill for $6,149.24 from JH stating that I must pay this new amount annually in order to maintain my $100,000 policy.

Reading the information regarding PREMIUMS on page 5 of my paperwork ("Valuable Information about your Policy"), it states in part: "At age 70, ASSUMING a 12% gross rate and current charges, a new annual required premium of $3,490.00 would be determined to guarantee your $100,000 policy to age 100.” Is it my fault that JH (who has previously been the defendant in a Federal class action lawsuit) cannot make better investment decisions and that I, who put full faith in the Company for the past 15 years (as well as premiums of $31,864) should be required to increase my premiums to $6,149.24 as a result? I think NOT.

In all fairness, I would be willing to pay the new amount of $3,490.00 per annum to keep the policy in effect (that's about $100 extra a month), but only if I am guaranteed the full amount of the policy upon my demise, regardless of age up to 100. I hope someone with authority at JH sees this and reviews my complaint. Thank you.

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Reviewed May 25, 2013

I called JH the other day and they said they couldn't find the policy for my recently deceased grandfather. I gave them the policy number that I have, the ssn#, but nothing came up. I have the original paperwork that was issued to him in 1941. It would be nice if they had a data base that could keep this information. Even if the policy was cashed out it would be nice to know that. Any information would be helpful. I checked on unclaimed property but nothing came up under that too. Any other suggestions out there?

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Reviewed March 6, 2013

My father died in 2005. Last year, John Hancock notified my sisters and I that we were due a death benefit. They sent us each a check. However, they sent a 1099 to one sister under my father's name for the total amount payable with a distribution code of 7 (normal). The estate has been settled since he had passed away in 2005. We have requested an amended 1099, one for each of us with a correct distribution code of 4 - death. We're just getting the runaround.

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Reviewed Feb. 27, 2013

I have been trying since the first week of January of this year to cash out my 401K. I asked several times for them to send me the paperwork to do this. I waited for over a month and had called several times over requesting it. I was even told it was going to be overnighted and 5 days later, they said it was sent and gave me a tracking number which ended up to be a bogus tracking number. I finally had to go to a mutual investor that deals with Hancock to get the paperwork from via email. I submitted the paperwork on February 4th and was confirmed by Hancock it was received. I was then told my funds would be available the following Monday. This never happened.

I then called back and was told to speak with a Karen **, who handles the larger 401K cash outs. I had tried numerous times to speak with her and all I got was her assistant relaying messages that the funds will be sent that day, as well as being redirected to her VM. The funds were never sent that week. This week I was told the deadline was Monday for them to pay out. I spoke with Karen ** and she said the money was available and was told as soon as she gets into the office, she will release the funds. That never happened either because I was then told she had car problems for the last two days.

Today she was in and we had to call her. I was told by her assistant that she, Karen **, was too busy to speak with us on the phone and that the funds will be in there by 11AM. That never happened. We then finally contacted the attorney general as well as the DOL (Department of Labor) and spoke with a gentleman who then called Karen **. After speaking with her, he told us she said that Hancock's treasury department was having issues getting release numbers and she was working with their treasury department. She told the gentleman from DOL this at 3:30. He asked for the treasury department's number for Hancock and she gave him the number, but then said their department closes at 1PM.

He asked Karen **, "If they close at 1PM, then how is it possible you're working with them?" He also reminded Mrs. ** about the deadline and that an SDP has been pre-filed against her company. She assured him it won't come to that and that it will be fulfilled by next Thursday. The gentleman from DOL then replied with the deadline was this Monday and they only have until next Monday to pay out to us. She had no reply. He caught her in a lie. This company has promised us several times to call back - that the funds would be in by a certain time of day multiple times.

Bottom line: We still have not received any of our funds as of yet after 2 months. The next step since a pre-filed SDP is set forth. Each day, 5 days after the deadline, which would have been this past Monday, the Department of Labor under the SDP (separate departure of penalties) act will fine the company $1,000 a day and the company will be charged with misappropriation of funds. This is unacceptable for a company to do this with people's money. We gave them our money and trusted them to protect and make it grow when all in all they only take our money for their own interests. There should be a law set into place where these 401K companies should not be allowed to take their penalty proportion prior to cashing out and disbursing the funds back to the account holder.

Beware of this company! Read reviews on them as it appears any other account holders are experiencing the same thing.

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Reviewed Nov. 29, 2012

This is about my Mom Joyce, who had a life insurance plan for over $20,000. John Hancock told her they were changing the name of their business so they had to increase the amount she was already paying on her insurance. She told them she couldn’t afford it, so they bought her out by keeping everything except a $900.00 check. What a rip off, but my mom is not the type to fight for her rights so they took advantage. The reason I’m writing this is because I’m hoping someone can give me info on how to help my Mom get at least half her money back.

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Reviewed Sept. 7, 2012

In 1987, I bought an $800,000 lifetime annuity from Manufacturer's Life which is now John Hancock. Recently, I needed some information with regard to my monthly payments which are supposed to change this month. I placed several calls to their annuity service department and each time, I had nothing but problems. First, they couldn't find the account. Then when they finally found the account, they couldn't answer a single question about it. Two weeks ago, the representative indicated that someone would call me back. No one called. I called twice again today and was told that they would mail me some information and "if I didn't receive my correct payment, call back in a few weeks". This is an unacceptable way to handle a client who wrote a check for $800,000! I am writing a similar letter to the President, Craig Bromley, and to the head of the Annuity Division, John Vrysen. My advice to anyone looking to buy an insurance product is to not deal with John Hancock unless you are prepared for anger and frustration.

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Reviewed April 13, 2012

I found an endowment policy for my grandfather taken out in 1945. He passed away in 1992. I went to claim the policy which is faced value at $500. They told me that over the 54 years, it has only collected $16.01 in interest. Can that be true?

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Reviewed Sept. 21, 2011

They are a bunch of crooks. I tried to cash in my account and they told me that there were mistakes on the old paper work and that they have to freeze my account. I am now waiting to get a lawyer to get my $26,000 back. Please do yourself a favor and stay away from these people.

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Reviewed Aug. 24, 2011

I purchased a policy in April of 2010. After paying premiums for just over one year, they informed me that they are submitting for a rate increase of 37%. They say that this is due to changes in their claims experience. It is ridiculous to think that their research and data could be so poor as to require a 37% rate increase after just one year. I believe that they knew such an increase would be required when I purchased the plan, or they are reconstituting their data to justify a rate increase because they are concerned about the performance of their investments that must finance these plans. Either way, I feel I was misled when I purchased the plan, and I am now being defrauded by this company.

I plan to cancel my policy, but when I requested a refund of my premiums, the company refused. They have not come close to meeting reasonable expectations of costs for this type of insurance. This is not like life or health insurance where it is filling a need today. It is purely an investment in the future. If they can get away with a 37% increase after one year, then I have absolutely no idea what this product will cost me by the time I actually use it. This is nothing more than a bait and switch: offer the product at a low price, threaten severe price increases year after year, and pocket the premiums of disgusted customers as they cancel. It is reasonable to demand that they return premiums under these circumstances. In fact, a law requiring reimbursement under such circumstances would be an effective way to get insurance companies to be more honest about the cost of future premiums.

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Reviewed Nov. 22, 2010

Life Insurance policy on my father who is now 77 years old. I had been paying 269.01/mo since 1992. In May 2009, I was notified that I needed to make a payment of 1,26.23 in order for the policy not to lapse. Then, once I had paid that, I was told that in order to keep the insurance, the premiums was going up to 823.00/mo. Since I could not afford it, the insurance lapse. This was a flexible premium adjustable life policy. None of the representations made were true.

I lost more than 55,000 that I had paid into to the policy and now my father has no life insurance. The original policy was $100,000. Most of the money went to the cost of insurance. I tried to contact an attorney for a class action law suit but no one was interested.

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Reviewed Aug. 31, 2010

This is the third time I am dealing with John Hancock annuities. Their legal department has been processing an assignment request for 3 weeks when it was supposed to be done in 10 days. They will now allow customers to speak to their legal department and refuse to give an answer as to when the documentation will be completed. I paid $850,000 in cash for this annuity and when I need service, I can't get it. It's a horrible company to do business with. Never buy their products unless you want to be kicked around and treated poorly.

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Reviewed Feb. 17, 2010

I have a Life Insurance policy that I had since 1983. Well in 2008, I borrowed against the said policy to have money to live on. I was supposed to pay it back with 6.5% interest. But then, my income went to nothing. So I called John Hancock and one of the customer service employees said I could do pay up Life Insurance and would not have to make any payments or premiums. So I did that on 11/1/2008. I signed the form and sent it back to them. I was sent a letter telling I would be getting a bill and just to not pay them.

Well every time I get a letter, I would call them and they would tell me the same thing. I was told each time that I had $18,000.00 plus any dividend that would be paid into that. January 15, 2010, I received a letter telling me my policy had elapsed and I had only $969.00 in the said policy. I was really upset so I called. I was told that I just had to sign a paper from them saying I wanted the policy reinstated and that I would have to pay $833.00 to reinstate the policy. I was really upset after that. Then they wanted me to fill out a new application to reinstate and I feel that I should not have to or to pay to reinstate the policy. I told them what I wanted and they said if I do not fill out the application, they would not reinstate it. I said, "well, I will turn it over to my attorney". I feel that they lied to me and took the rest of the money. That was supposed to be my family money if I die to pay bill and bury me.

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