ComplaintsforJohn Hancock Life Insurance Company (USA)

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Initial Complaint
07/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 24, 2024 I paid my premium of $3324.24 to **** Hancock for my ************** Policy account # *********** charge appeared on my **** account March 25 as PPQ **** Hancock Lif in the amount of ******* (there was a Plastiq charge of $97.31)The payment was processed on March 28, see Trace Payment. electronically by ACI using BILLPAY. The funds were disbursed. My name and account number were on the payment details.**** ********************** sent several late payment notices even after I sent them proof of payment. I made a second payment on June 7 to avoid having my policy cancelled for non-payment. The funds were withdrawn from my checking account.I have requested a refund from **** Hancock for the double payment
Business response
07/16/2024
**************** also filed a complaint with the ********************* of Insurance. We received notification from that department today that she has now withdrawn her complaint. We have closed our file on this matter. Thank you, ***************************
Customer response
07/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*************************
Initial Complaint
06/11/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
failure on **** Hancock to pay out claims timely it has been a year and half of constant barriers by **** Hancock to pay out the claims When we finish one part they add another as it feels like a delay tactic and perhaps impacting the amount of the claims My Parents passed a year and a half ago and I have been trying to resolve this ever since.
Business response
06/14/2024
We have now received a complaint from the ***************** of Insurance. As they have the proper regulatory authority, we will be responding to their office directly. Thank you.
Initial Complaint
06/06/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
**** HANCOCK LIFE INS. HQ IN ****** MA WILL NOT PROCESS A DEATH CLAIM FOR MY DECEASED FATHER. THIS IS HOLDING UP PROBATE AND MUST BE PAID OUT TO **. THEY HAVE SAID THEY MAILED THE CLAIM FORMS 5 TIMES AND WE DO NOT HAVE THEM. I WOULD LIKE THIS CASE PROCESSED.
Business response
06/07/2024
Good morning. We received this exact complaint yesterday from the OH Department of Insurance. The Claims Team is reviewing the policy file. As the OH DOI is the appropriate regulatory agency, we will be responding to their office directly by the due date provided. Thank you.
Customer response
06/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Hello - this complaint regarding **** Hancock life insurance has NOT been resolved. We have submitted the claim forms numerous times and they have not processed the claim. I was not asked if it was resolved. This has NOT been resolved until we have this processed and paid out to close probate. This is the most unacceptable handling of a death claim and this needs to be resolved. My lawyer is aware of this still and preparing law suit as we speak.

Thank you

*****************************
Business response
06/26/2024
As the OH DOI is the appropriate regulatory agency, we will be responding to their office directly by the due date provided.
Thank you
Initial Complaint
05/28/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction - Feb 8, 2024 - I called **** Hancock and said "My wife has **********'s and would like to submit a claim on her long-term care policy *******." They said we will look for a nurse in your area and get back to you. 3-4 weeks later I called them. They couldn't find a nurse and I suggested they contact *****************************, **, ****************, who is the attending physician and in charge of the ******************* there. We've now had 3 requests for a statement from the attending physician (which the physician provided repeatedly) and they are asking for a 4th. They have asked me for a bank deposit slip 3 times. I have always complied. Tuesday, May 29, I will turn 80. I've contacted **** Hancock's office more than 12 times and was never able to talk to someone about all the different aspects of my claim. On April 15, 2024 I overnighted documentation and receipts for 8 different items and haven't heard anything back about them. I keep asking for a supervisor to talk to, and they won't discuss details with me. Twice, I asked for a supervisor to call and marked it urgent; no calls returned. So I went to the bank and took out loans to cover these expenses. The people I talked at **** Hancock to were friendly but not helpful or respectful. ****** and I purchased a **** Hancock ************** policy Nov 28 2005. We paid approx $200/mo for 18.5 years (approx $40,000 paid in). The interest on that would be another $40K. 3 1/2 months later after making my claim, am I being reasonable to ask for a call with a claims adjuster to discuss the 8 items on my 4/15/2024 letter? To summarize, I have submitted a claim and **** Hancock has not recognized that claim nor will they discuss it with me on the phone.They sent me a check for $1826.50.I spent almost 40 years as an insurance executive. I know what excellent insurance claim service is, and this does not even come close.IF THEY WON'T PAY MY CLAIM, I WANT MY $80,000 BACK.Any help would be appreciated.
Business response
06/07/2024
Please see attached response.
Thank you,
*******************
Customer response
06/11/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Feb. 8 2024 We contacted **** Hancock *************** We have paid them over $40,000.00 in premiums over an 18 year period for our policies.
They will not give me a to do list, They will not pay my claim. They will not return my phone calls marked URGENT. I took out a loan to pay for ******'s
Wheel chair, Stair Lift Etc. Please asking them to pay my claim or give me my premiums back. Respectfully **** & *********************** THANK YOU
Initial Complaint
05/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a **** Hancock $100,000 Life Insurance policy back in 2004. The insurance broker told us several years ago that we could stop paying the monthly payments because the payments would be covered by the interest it had gained over the years. When it did lapse in January of 2024, I was not made aware of it. When I received a bill of $637.33 to get it reinstated, I paid it. **** Hancock received and cashed the check on February 8, 2024. However, every time I call to find out how much our monthly payments will be, and ask them to send me an illustration, they say it will take 5 business days for the business department to approve it and get it sent out. I have been told this same thing 3 different times over a ****** of 3 different months! When I started this discussion in February, I was still within the grace ****** to get this taken care of. It is well over the 60 day grace ****** now and I've heard nothing. I am concerned that I no longer have a life insurance policy that I've been paying into for 20 years.
Business response
05/24/2024
Good morning, the policy is presently in a Lapse Pending Status. However, we will be sending the amounts necessary to bring the policy out of this status directly to **************. Once the payment is received, he may request illustrations to show what the projected premium requirements will be to maintain his coverage. Thank you.
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
**** Hancock Life Insurance is not being honest about paperwork. My grandmother had a life insurance policy that I just found out about in January of 2024. Ive been trying to get the payout since then. I have faxed the paperwork numerous times, and half the time they claim they never received the faxes. The other times they said I filled it out wrong. So I refax and correct the papers. The last time they stayed on the phone with me and walked me through filling it out properly. May 6, 2024 I faxed everything in again. I called today on May 14, 2024 to check on it. First they said I didnt fill the papers out properly, when I said they helped fill it out though they then said they never received the papers. I have every confirmation from every single fax I have made to them. They will not allow me to talk to a supervisor. I dont know if they have no idea what theyre doing or what. I just want to finish this and be done with them.
Business response
05/24/2024
Hello,

We have received and reviewed the consumers concerns.We have mailed our response directly to the consumer on 5/24/24.
Customer response
06/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******
Initial Complaint
05/14/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
NPI 1114368834.Your Choice at Home is a home health agency in ********, **. We were the primary caregiver for your patient since 2020 providing long term care. YCAH billed **** Hancock weekly and was paid weekly for years. Most checks had come without being reissued. However, since 2022, we have had to reissue the payments quite frequently and usually more than once.Unfortunately, we have three checks that have been outstanding for over a year. One claim is from 2022 ($918.75) and the other two claims are from May ($918.75) /August ($525.00) of 2023. We confirmed our address is correct on the claims/checks, but we never receive the replacements even though they were reissued multiple times. These three checks have been reissued 8 times (9 times including today 5/6/24) that total $2,362.50. Your Choice at Home has proposed alternate ways to receive the payment. We asked if these payments could be made through EFT, but this was rejected as per **** Hancock reps *****term cannot be switched to EFT. We have offered to pay for priority mail, ***** prepaid mail, and certified mail, all of which has been turned down as we can only send the checks.Your Choice at Home provided care to our mutual patient for over 2 years, and we should be reimbursed for the services provided. We have continued to pursue other avenues to receive these 3 remaining checks due us but with no success. **** Hancock provider representatives have not been able to escalate our case to have management resolve. This inability of your representatives to help resolve issues with partnering agencies to receive proper reimbursement does not fit the reputation of the overall **** Hancock organization. At this time, we are escalating our issue to you to have a prompt resolution. Please help us to receive payment promptly for the services we provided in 2022 and 2023 in the amount of $2,362.50.
Business response
05/23/2024
Please see attached.
Thank you,
*******************
Initial Complaint
05/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a life insurance policy ten yesrs ago and monitored it every year to see when we needed to make a payment. We had not received any correspondence from the company so I decided to follow Up and send a payment in. I was informed that the policy had been canceled and was furious. I would never in a million years had canceled the policy heck would have sold it first before I did that. Then it took mo the to get anywhere on a reinstatement answer and was declined due to unknown reasons. Their customer service is horrible. I sent in paperwork that just went off into the great unknown. I have been an i surwnce agent for 26 years and this is by far the worst service I have ever seen.
Business response
05/23/2024
A response has been sent directly to the consumer. This case is now closed. Thank you.
Customer response
06/11/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

The complaint has not been solved we are taking further legal action with the state insurance department
Business response
06/11/2024
Additional responses have been sent to the consumer. This case remains closed. Should the consumer choose to contact the Department of Insurance, we will handle the case when it is received.
Initial Complaint
04/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I can not get **** Hancock insurance company to release the death benefits from policy *********. I have tried several times to explain that the death certificate is the only certificate I will get from the *******************. However, **** Hancock refuses to accept the certificate. I would appreciate it if you can resolve this issue for me.
Business response
04/30/2024
Good afternoon,
Response has been sent to consumer on April 30, 2024. Case is closed.
Thank you.
Initial Complaint
03/29/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called the company on March 11th to file a DEATH benefit claim for my, mom who passed away on 3/04. I was told that because of my mom's policy, it could be expedited, and I should be receiving the check within 7 to 10 business days. Today is now March 28th, and I have yet to receive the check or a phone call with an explanation as to the reason for the hold-up. I called this morning 3/28 and was told that they would open up a file to find out why. I asked ******* this morning, to please give me a call when she figures out what happened. It's now 6:04 PM on 3/28, and I have yet to receive a call. When I called a few minutes ago and asked to speak with a supervisor the representative ********** informed me that due to the time of my call, the supervisors were going home and were not able to get on the phone with me. But I should call back on Tuesday, April 2nd to find out where my mom's death benefit claim stands. Remind you this is a DEATH benefit claim. SMH. If you are reading this complaint I suggest that you find another life insurance company to give your business to.
Business response
04/04/2024
Good afternoon. A response has been sent directly to the consumer. This case is now closed. Thank you.

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