ComplaintsforJohn Hancock Life Insurance Company (USA)

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My brother and I own a **** Hancock issued life insurance policy on my mother. She passed away in early February 2022. We submitted our claim forms on February 15. My brother received his half of the policy value on March 12. I received a text from **** Hancock on March 7th saying they processed my claim. I have not received payment and every time I call them for status they give me a different answer. Some employees claim payment was sent, others say it is going to be sent. I cant get a straight answer.

  Business response

  03/24/2022

  Dear BBB:

  We contacted the consumer who confirmed that the matter has been resolved to his satisfaction.

  Sincerely,

  Customer Relations

  Customer response

  03/24/2022

  [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 received a call from **** Hancock this morning regarding my BBB complaint.  I told her that I finally received long overdue payment yesterday and if the check doesnt bounce I consider the issue resolved.  I also told her that after being a customer for 33 1/2 years I will never do business with **** Hancock again.

  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

  03/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order a watch through the insurance program called **** Hancock Vitality. The watch said it would ***********-8 weeks and the order was placed on December 17th,2021. I still have not received the watch. I have called several times trying to talk to someone but can never get through the line. I have emailed them over 20 times. I received an email 2 weeks ago saying the watch was delivered on December 30th, 2021, but I emailed in January to cancel the order and was told it was just shipped out so they couldnt cancel it. All I want is my refund. If I had the watch I would have set it up by now. They know I dont have it because they havent charged me for not exercising. If they charge me then I will be suing them. I feel like they can track that watch to see where its being used at. Im frustrated because no supervisor has tried to call me and reach out directly and this is my second watch I have purchased with them. I had no problems with this company the last past 3 years until now.

  Customer response

  03/24/2022

  [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

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My father passed away in December 2020. He had a pension annuity with **** Hancock. I reported his death and requested a claim packet in December 2020. The following details the process of the claim. It seems they don't want to pay out on this.Spoke to ******** 12/29/20. will stop payments and review to see if any other benefits apply. Fill out paperwork and submit death certificates for Mom and Dad. $3500. Mailed 2/24/21. Called 4/21/21. only need death certificates for Mom and Dad. Mailed 4/22/21. Received another packet 5/18/21 requesting the same information. Spoke with ***** and he said they can only pay out to the estate, not a trust. Met with lawyer 8/3/21 to make small estate for **** Hancock. Spoke with ****** at *****/13/21. Only need to send in Order to Dispense to them. Received order to dispense 10/18/2021. Was told being processed and will be in bank account in 10 to 20 business days. 11/15/21 called and spoke with ***************. going to research why the money has not been issued because no reason why it hasn't been. Will call me Thursday 11/18/21. Called 11/18/21. *************** not in. Spoke with *****. No word back from processing center. She sent a request to expidite. Call 12/17/21. Legal team reviewing. day 4 of 10.Call Jan 3, 2022. Now saying it takes a month. Call Feb 3, 2022 need the waivers that go with the order to dispense. Feb 5, 2022 received a letter dated Jan 25, 2022 asking me to respond in 15 days or they may report it to the state as unclaimed. Letter requested waivers and had a form to fill out to have the funds deposited in trust. Feb 11 allowed me to email waivers. March 2, 2022 called to check progress. Was told they sent another form which I did not receive. Would email me the new form but it could take 24 to 48 hours. Executor form which they already have many copies.

  Customer response

  03/13/2022

  I received a voice mail asking for information that was already in the complaint. When I called the number given no one could find any information on my father's claim.

  Business response

  03/16/2022

  Dear BBB:

  We are pleased to inform you that the claim transaction has been processed and the proceeds will be electronically transmitted the the specified bank account on March 17, 2022.

  Sincerely,

  Customer Relations.

  Customer response

  03/19/2022

  [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

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a contract with **** Hancock. I tried 3 times to log in to my account. I was not able to. I called their customer service number. I was on hold for 20 minutes. I was connected to an offshore representative. I asked for the complaint department but was told there was none. The call disconnected and I have not been called back.

  Customer response

  02/14/2022

  I have not heard from the business in response to my complaint.

  Business response

  02/18/2022

  Please see pdf for Business Response 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** Hancock Life Insurance Company has failed to pay my mother's estate, *****************************, in the amount of $2299.20 in benefits as owed to her per her long term health insurance policy since her passing on Oct. 12, 2021. As her daughter, ***************************, and POA, I have made several calls to a customer service number, asking when I could expect payment, and each time I have received a different answer. I received a letter from JH dated Nov. 19, 2021 telling me my claim was approved, however in December, I was told my claim was rejected because a 20- day elimination period had not been met (it had). I appealed, and my claim was again approved. I received an updated benefits statement, however, the address listed for my mother was that of the nursing home provider. I called with my concern that the check was sent to that address, a wrong address, and was told that they would put a stop pay on the check and reissue one to me at the address they had on file. I was told this would take 7 to 10 business days. When I did not receive a check in that time frame, I called and was told the check had been issued but there were delays with the **** and to wait another TWO WEEKS. In the meantime, I have received a tax form for monies I have not received. I called today January 20, 2022, to verify when the check was issued and to what address it had been sent, and I was told the check had NOT been issued and the address they had was, again, the wrong address, that of the nursing facility. Clearly, I am getting the runaround. I have made an attempt to escalate this issue with a manager in charge, but was told there was no one I could talk to. I have no other recourse here, aside from hiring a lawyer, which I hope I do not have to do. I hope the BBB can help me to claim what's owed to my mother's estate.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having issues with my JH Vitality account, and am told my account is locked. When I select either "Forgot username" or "forgot password" from the login screen, I get taken to a page that says "Oops, something went wrong". No help what so ever. When I call the number I am referred to, ************, and walk through half a dozen prompts, I am finally told there are no agents available and to call back later. I try again later, same thing. Later, same thing. There is no option to wait, or ask for a call back. No letting me know how people waiting in from of me. Nothing but Call back later. This is such a poor job of customer service and very frustrating. How is a customer supposed to get help when web-based help says "Oops, something went wrong", phone assistance says call back later, and there is no option for online chat, email support, or to wait for the next available agent?

  Business response

  01/31/2022

  See attached response 

• Initial Complaint

  09/22/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I (Alan Wishnoff) am filing this complaint as Power of Attorney for Sylvia Wishnoff.Sylvia has a John Hancock long-term care Policy. Ever since Sylvia filed her claim for benefits, Hancock has engaged in bad faith administration of her Policy, putting Sylvia on a merry-go-round of arbitrary conflicting decisions, both denying and then paying certain benefits at different times without explanation. Frankly, it constitutes financial elder abuse. The Policy provides benefits for "dressing," which should include laundry services. Hancock initially denied reimbursement for laundry services from 4/16/21-5/20/21. On 6/4/21 reimbursed her. On 6/16/21 it denied the benefit. On 7/1/21 it paid it again. On 7/15/21 it denied it again. On 7/23/21 it paid it again. On 9/3/21 it denied it again. On 9/14/21 it paid it again. Hancock also flip flopped on two other benefits. Sylvia also believes she is entitle to waiver of premium under her policy, and based on how it was sold to her.

  Business response

  09/30/2021

  Dear BBB:

  The Company has provided verbal and written responses confirming that an exception cannot be granted based on the contractual provisions of the policy and unfairness.  As a result, the Companys position remains unchanged.  

  Sincerely,

  Customer Relations

  Customer response

  10/01/2021

  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. 

  When I purchased this policy 20 years ago, I was told that waiver of premium applied, without the insurance agent noting any limitation or condition such as not applying to ********* Services. I paid 20 years of premiums, approximately $54,000, based on that understanding, and I'm shocked that the company now refuses that benefit. The policy states that waiver of premium applies, and it doesn't say anywhere that it doesn't apply to ********* Services. 

  Even if the policy language is ambiguous or doesn't provide for waiver of premium, the company's incredibly crass treatment of my claim, granting and denying reimbursement for the same services, sometimes over and over again, has caused me great distress and has been monumentally unfair. They have put me on a merry-go-round of conflicting, unexplained grants and denials of benefits. For the company to claim that their decision is based on "unfairness" is ludicrous given how unfairly they have treated me. At the very least, I should be entitled to an exception to the policy and granted a waiver of premium.

   

  
  Regards,

  ******

   

   

*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. ↩