Business Profile

Insurance Companies

John Hancock Life Insurance Company (USA)

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for John Hancock Life Insurance Company (USA)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

104 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have submitted invoices and not received any reimbursement
Business Response
Date: 01/31/2024
We are working directly with the consumer regarding their inquiries relating to reimbursement.
Initial Complaint
Date:01/07/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mom has been paying **** Hancock long term care for about 25 years. She is now in an assisted living facility since July 31, 2023. Prior to that I paid nurses for 12 hours/day care approx $300/day. I qualified the nurses with **** Hancock. I submitted invoices for the ************ but received $0 from **** Hancock desire approx $20K in nurses payments. They sent a nurse to check on my mom and was qualified for payment. I moved my mom (age 101) into assisted living facility and it's been 5 months and $0 payment from **** Hancock. My mom still paying $164/month to this company that refuses to pay for the long term care my mom is paying for and receiving.
Business Response
Date: 01/16/2024
Please see attached response.
Thank you,
***
Customer Answer
Date: 01/24/2024
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 stated the reasons for the rejection of the response in the attached document.

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,
******

Business Response
Date: 01/29/2024
Please see attached response.
Thank you,
***
Initial Complaint
Date:12/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We reached out to **** Hancock in October about receiving the funds on a life insurance policy that was taken out on our mother by our grandmother in ****. My 2 sisters and myself are the heirs to my mother's estate as my father predeceased my mother by four months in 2022. The first time I spoke with a representative it sounded like a clear cut process. I submitted the claim form along with my mother's death certificate. I waited almost 4 weeks assuming it was just taking time to process. I then contacted them again on November 21, 2023. They informed me then that I would need to provide a copy of my grandmother's death certificate along with documentation that stated the living heirs to my mother's estate. They also said my 2 sisters would need to provide the same information to them along with individual claim forms. I was told a copy of my mother's will would suffice as the necessary documentation as it states her heirs. So we all submitted the necessary paperwork and we were told it was updated on December 8. We were then told to wait **** for payment to be issued. We waited 12 business days and called again today to only be told there is now another form that has to be submitted. This is a time honored tradition of insurance companies!! They continually add forms, steps, requirements in order to receive the money that is owed in hopes that the beneficiaries will just give up and they will not have to pay.
Business Response
Date: 01/08/2024
The Customer Relations Department reach out to **************** by Email 1/7/24 requesting more information . In order to help her we will need her mother name or policy number .
Thank you
Initial Complaint
Date:12/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father has a LTC policy through **** Hancock. He is entitled to reimbursement for his health aide of up to $511 per day under policy number (*******) after completion of the elimination period. We filed a claim in July 2023 & his claim was approved. Our home health care company has submitted receipts for claims for more than 100 days. Repeatedly, **** Hancock staff tell us they can't read the claims, they haven't received the claims, or they have not processed the claims. We have had to hire a social worker to try to get **** Hancock to credit the 100 days towards the elimination period. Here is a series of updates from our social worker: 1) November 20: I wanted to share with you an update after my call to **** Hancock today. I was able to confirm that they have all invoices from Privatus dated through 11/4. They did confirm that Privatus did send the invoices that could not get processed via ***** ****** were received on 11/15/2023. They may have arrived earlier, but this is the date they were verified as received. Unfortunately, their current calculation remains at 57 days for the elimination period, but we know that is inaccurate and it is because they have not yet finished processing the invoices that came in on 11/15/2023. I was advised that their policy is to have a ***** day "processing period" & suggested I call back on Nov 30. ***********************, LMSW Dec 6: Hello,I called **** Hancock today & was told that all of the invoices have not been cleared. I was extremely forceful & insisted on speaking with a supervisor. To my surprise, I did receive a call from *************************, an identified supervisor & reviewed all efforts made and expectations that the elimination period should be determined to have been met. I was again able to confirm with ************************* that all invoices have been submitted & are pending review. ************************* assured me she would look into this matter immediately and call me back in no more than a week- possibly sooner- with a resolution.
Business Response
Date: 12/13/2023
We are working directly with the customer and have resolved this matter.
Customer Answer
Date: 12/14/2023
[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
Date:11/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 100+ year old mother, *****************, is a current **** Hancock Long **************** Insurance policy holder. I have been submitting and she has been getting reimbursed by ****** since late in 2020. They have recently violated their payment reimbursement policy by repeated delays. My attempts to resolve this by phone have been met with hours long waits and no resolution. Today in fact I received, via email, a denial of payment in spite of the fact that the forms and evidence of payment to mom's providers is 100% correct. (The same as it's been since they have been reimbursing her.) Their customer service is disgraceful and unwilling to connect me with anyone at either the supervisory or executive level. She desperately needs the money (to date $5,600) Please see if you can be of some help. My mom, as previously stated is *****************, DOB 5/10/22 who resides at *********************************************************************Thank you
Business Response
Date: 12/01/2023
Dear BBB:
A review of the claim file confirms that the final claim payment was directly deposited to the consumer's bank account on 11/29/23. In addition, the Company has mailed an Explanation of benefit statement which provides detailed information relating to the amount disbursed.
Sincerely,
JH Claim Department
Initial Complaint
Date:11/17/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After my 97 year old mother was hospitalized back in March of this year, she needed skilled care to rehab. **** Hancock (long term care) was supposed to pay for that care. The amount due to pay for this care is $2600. This past due bill is owed to *************** in ********, ********. My Mom passed away on May 30 of this year. The company's ineptness of this matter is most frustrating and inexcusable. My sister, who lives in ************, has made 24 phone calls to the company to help them with information they need to complete this process. Needless to say, absolutely nothing has happened. My mother's name is *******************************We would appreciate for this claim to be paid immediately, so we can close this long overdue ordeal.
Customer Answer
Date: 11/28/2023
I have not heard from the business in response to my complaint. I am not surprised that I have not heard from **** Hancock Insurance Company, but most disappointed. Sad to say this is typical of their non-response history in the last 4 months. It is a shame that a company that is 160 years old, cannot communicate promptly with a family that has lost our mother on May 30, 2023. I trust that some responsible person will resolve this issue promptly.
Business Response
Date: 12/07/2023
We have reached out directly to the complainant, *************************** and currently working with him directly to resolve this request.
Customer Answer
Date: 12/11/2023
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
I received a phone call from a **** Hancock representative on December 7, 2023. The information that was needed was sent to the company on December 4 by email and registered letter. The same information was sent to the representative on December 7th. Because I received one call does not resolve anything. I am thankful that I received a call and certainly hope we are closer to resolving this issue promptly. As far as we know, we have given **** Hancock all the information they need to complete this issue. In the past, there has been numerous delays on the company's part to send the payment.
Regards,
*****

Business Response
Date: 12/14/2023
We have reached out directly to the complainant again and will continue to work with the family until the issue is resolved.
Customer Answer
Date: 12/16/2023
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
Yes, a representative did call me to tell me that a check was in process to be sent. However, they thought the amount of $900 was the correct amount to close the case. It is not. It should be $2600..So, they have to go back and recalculate their figures. It is very difficult to continue to be patient with this company. We hope for a speedy resolution.
Regards,
*****
Initial Complaint
Date:11/16/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a long term care insurance policy I receive care in my home. All of a sudden they are not paying for the bills going back to June. I need this care and cannot lose my care due to them not paying the bills. The excuse I have been given for a month is it's an IT issue and they cannot print a check. Why are you not able to hand write a check, if I gave this excuse for my monthly policy payment they would not accept it. They owe ********* dollars and I need it paid immediately!! They have always sent the money directly to me.
Business Response
Date: 11/27/2023
We have reached out directly to the complainant and are working on their request.
Initial Complaint
Date:11/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My father was a veteran and had several policies with **** Hancock, some taken out many years ago. He died in September 2023. I've been trying for weeks to get the claim processed. I've called many times, I get a different rep each time, and each one tells me I'm missing something else, including information on a form that the previous rep told me how to fill out. I've sent many different forms, plus legal documents, which they have acknowledged receiving, and still, something else is missing every time I call to inquire. And each missing item wasn't mentioned on any of the previous phone calls. Today, though I'd sent them copies of my father's trust, told me that life insurance policies must go through probate and would not listen when I told them he had a trust. The concept of a trust made no sense to the phone rep. ******* is ever sent in writing either, it's all verbal, supposedly on a recorded line. Unlike other financial institutions, there's no clearly written list of which documents are required to make a claim, it's all just based on whichever phone rep you get when you call. The claim requirements are a moving target and completely arbitrary.
Business Response
Date: 11/21/2023
see attached
Customer Answer
Date: 11/27/2023
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.
My attorney and I have provided estate information, as directed by the insurance company. I have not yet received any communication from them about a status and I have not received any checks. There are 3 policies under my father's name, not just one, so I want to know what is the status of all three of the policies.

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,
*******

Business Response
Date: 12/05/2023
Please see attached
Initial Complaint
Date:09/29/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Failure to reimburse claims for long term care
Business Response
Date: 11/06/2023
Contact was made with the complainant over the telephone on 10/5/2023 and confirmed issue has been resolved.
Initial Complaint
Date:09/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was contacted about my Grandmother having a policy as my Grandmother passed away 10years prior, I sent all the required info to **** Hancock on 8/14/23 I waited until the time they told me to call back and I was told I was the death cert, I said no it is in the paperwork I faxed. The agent then said oh yes it is, I will do an escalation then I waiting the 48hrs as requested, fast forward to 9/18/23 I have yet to get an update, I was told on 9/19/23 that it will be paid but the processor is just making sure the interest is correct, I was called but a supervisor named **** every night to be told, tomorrow we will have an answer. I was then called by **** on Friday 9/22/23 5min before her shift was to end that the processor is staying an extra hour to finalize the amount. I had to call back on Mon 9/25/23 at 5:50pm est 10min before **** leaves to be told that the processor didn't finalize it and is not answering. **** then told me that 11 Managers have been working on this and a new processor is going to work on it asap. This is claim ********* with **** Hancock
Business Response
Date: 09/28/2023
This policy file has been reviewed and can confirm payment was made to claimant on 9/27/23. Correspondence has been generated to claimant to explain.
Thank you,
*********************
************
Customer Answer
Date: 09/28/2023
[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,

***************************

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John Hancock Life Insurance Company (USA) is NOT a BBB Accredited Business.