ComplaintsforJohn Hancock Life Insurance Company (USA)

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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.
Initial Complaint
03/22/2024
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.
************* should not even be in business. When you contact corporate they don't return your call if they do it's from a private or no caller id which is probably the office. The base rent is ******* but with all the nonsense charges you are almost paying ******* to live in the ghetto. They charge a fee if they delivery a notice when they don't even allow you time to callback they knocking at your door like the police. Why can't I get that same response for my issues?? Dogs p*** everywhere they charge ***** for a landscaping or maintenance fee but it's still furniture and p*** everywhere. I don't even walk my dog over here anymore.
Business response
03/25/2024
We received this complaint however it is not a complaint for **** Hancock.
Customer response
03/25/2024
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,
Shamarial
Initial Complaint
03/21/2024
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 purchased a Term Life Insurance policy from **** Hancock about eight to ten years ago. I'm also a Life and Health Agent of many years. My policy # is 81 041 266. The policy name is Vitality. Vitality has a feature that if you perform certain health actions, your insurance premiums will stay lower. Unfortunately, **** Hancock and Vitality make it very complicated to understand how to earn points to move from bronze status ( higher premiums) to silver and gold status. I thought I was going to resolve it late last year, when a person at Vitality was going to connect with me on a webinar to explain how to earn these points. Now, once again, I can't reach them. I'm a triathlete and competitive swimmer, so I'm very confident I can earn Vitality points. They just won't contact me in real time ( phone or webinar ) to help me do it. Can BBB assist?
Business response
04/03/2024
We have responded directly to the consumer. This case is now closed. Thank you.
Initial Complaint
03/04/2024
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 will only send a form to my father's physician by mail, but the doctor's ****** is not receiving any of the communication. We need this form in order for the long-term care claim to be resolved. I have spent dozens of hours on the phone with **** Hancock with no resolution. I was told there was nothing else that can be done. They will not provide me the form to bring to the physician or except any other response from the physician other than the form. Claim was submitted in November, and I have been working on this particular issue of the form for over a month.
Business response
03/14/2024
Please see attached response.
Thank you,
*******************
Customer response
03/15/2024
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.
**** Hancock has not responded to me about this issue, other than to say that they cannot help. This response came after many calls and hours on the phone, there was no proactive communication from JH to me.
In the most recent call it was also revealed that two months ago a different doctors office incorrectly reported that they had no records of my father as a patient. This was not posted to the claim on the website or told to me in my many calls, so I had no chance to respond or correct this.

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
02/14/2024
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.
My mother in law has been paying **** Hancock long term care insurance for years. She had a life changing event and went to 2 different rehab hospitals. One of the rehabs has rehab in the name and ** is saying that it is a hospital and not a rehab. We knew about the 90 day waiting period but because the will not approve one of her stays we only have 20days of the rehab listed as the counted days. This evening after a million phone calls with people you can not understand she got a call at 7 pm of them saying that they will never approve the three months that she was in the first facility so she can not meet her required days. She can not afford to pay for care without the insurance she has paid $60,000 dollars for. Two of us have put our lives on hold to take care of her but this is unexceptionable. I feel this company is such a scam. It was done through a JH broker and he cant get anywhere either. You can not talk to anyone higher up on the food chain. My mom deserves to be reimbursed by this horrible company! Do not let your loved one buy this insurance.
Customer response
02/26/2024
I have not heard from the business in response to my complaint.
Business response
03/13/2024
Good Evening,
This matter was addressed over the telephone directly with the family on 2/23/2024 and have addressed their inquiries.
Thank you.
Initial Complaint
02/13/2024
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.
I am the trustee of my relative's trust. I was directed by an pour over will to recover all assets and contribute them to the trust. **** Hancock Life Insurance was uncooperative in transferring my relative's life insurance policy before death and the paperwork trail is one way I know of her wishes. In addition, **** Hancock made no effort to update my relative's beneficiary who has now been dead for 32 years and would currently be older than 115 years. After being provided with multiple paperwork and claim submissions throughout changing directions and information. Our lawyer **** up ********** paperwork at **** Hancock's request so we could contribute to the trust, at a cost of several thousand dollars. **** Hancock continued to subvert the claim not complying with ********** Probate law.
Business response
02/21/2024
Please see attached
Customer response
02/21/2024
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 do not accept **** Hancock's response that the policy was issued in the ******************* and therefore it is incumbent on me to try to figure out how to complain to that state when all the correspondence I have received and sent has a ************* address on it. I think I have spent enough hours to try to file this claim as is. I do appreciate getting a text message today to expect my claim ( not wanting to publish details here). I will be further satisfied when this comes to fruition and I don't like to have to file complaints to have this happen.

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