ComplaintsforJohn Hancock Life Insurance Company (USA)

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Initial Complaint
07/19/2024
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.
The company continues to delay opening the claim so my father can receive reimbursements for his long term care service. They do not give complete information so i have to constantly call again. They seem to operate dishonestly.
Business response
07/30/2024
Please see attached.
Thank you,
*******************
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 The funds were withdrawn from my checking account.I have requested a refund from **** Hancock for the double payment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 We received notification from that department today that she has now withdrawn her complaint.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
07/09/2024
Complaint Type:
Billing 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 have been trying to disperse a retirement account since Nov '23 when I got laid off. Its July '24 now. I have been guaranteed and told the 1st day of the month for 4 months in a row. The deposit never posts. Every month at the start of the month they say there was an error, or mistake and it will be another month because they only do dispersements on the 1st. The company is **** Hancock ******************* Services.
Business response
07/25/2024
Our representative will contact this customer to address these concerns.
Initial Complaint
07/01/2024
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.
Ongoing complaint for 4 months to settle life insurance policy forms have been submitted over and over by mail and by fax **** Hancock still will not process this claim previous complaints were filed and still not resolved I do not have policy number they refused to give it to me insured name is ***************************** DOB ******** they are holding up closing estate need this closed ASAP
Business response
07/24/2024
We regret the delay in responding but we also have a closing letter under Complaint ID ********. We suggest that ********************** contact her family, specifically the Executrix of ********************************* Estate regarding the claim payment status of the policy. We are unable to provide her any additional details as she is not the Executrix of the Estate. Thank you, ***************************
Initial Complaint
06/17/2024
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.
This is a life insurance company that will not pay the death claim for my father. He passed on 12/27/2023 and I have been on the phone, emailing, and sending documents ever since.
Business response
06/26/2024
A response has been directly sent to the consumer. This case is now closed. 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.
[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
The business stated to the BBB that they directly communicated with the customer. I have received no communication from this organization. For them to state that the case is closed is ridiculous, since they have done nothing since my last interaction with them via phone. Every communication has been initiated by me. This is why I reached out to the BBB because I cannot spend more time trying to get a response from **** Hancock. Please have them copy you on the alleged communication they say they sent to me. Also, how they sent it. I've received nothing by phone, nothing by mail, nothing by email, and nothing by text. No money has been deposited into my father's account. They still owe my father's estate $4,000.00. Please read the attachment all the way to the last page.
Regards,
*****

Business response
07/09/2024
Spoke with consumer regarding this case on July 3rd. This case remains closed. Thank you.
Customer response
07/09/2024
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
06/13/2024
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.
They have refused to a acknowledge the payment by Bank phone then check that was sent as a dual replacement. Policy #**-0003107.
Business response
06/26/2024
Please see attached
Customer response
07/09/2024
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.
I have rejected their response that they were not aware of payment by bank or check replacement for quarterly due. I spoke with them and my son did on my behalf also called and tried to straighten this out. (*******************************) If possible It would be helpful if he could be kept informed.
As a married couple my wife and I have payed in over 20 years for Long term care Ins for a term x amount of years. They have been raising rates over the years to more than triple a quarter. Payed in should be at least Four Hundred Thousand.
Their demand now is $2,440.28 quarterly. Its sad that they have been treating senior citizens like a throw away in their later years. ( 94 years young..and still working.)

FAQ

Regards,
******

Business response
07/16/2024
Please see attached
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.

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ComplaintsforJohn Hancock Life Insurance Company (USA)

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