I've been a John Hancock Life Insurance customer for nearly 20 years. I've contacted their customer service 4 or 5 times and each time they say they can't help me and will refer me to a sales person to call me back. NO ONE calls me back, no E-mail, no letters, NOTHING! My life insurance ends early next year and I would like information about renewing my policy. I get this sort of treatment after 20 years years, think about the customer service you will receive. I recommend any other life insurance company. read more

Bad investment company and customer service. I was switching full time jobs and had a part time job, both had 401ks. I wanted to rollover my full time 401k balance to an already established JH 401k with my part time job. Turns out my JH 401k account was frozen due to the part time employer switching ownership. They told me I could not roll anything into the JH account because it was frozen but could open an IRA account with them and roll everything into it. I told them yes, I wanted to do that. It took them months to open the new IRA account. I only had like 30 days to do something with my 401k from my previous employer. My new full time employer had a 401k package thru fidelity so I rolled it over into the new fidelity account in the allotted time frame. Also while my JH 401k was frozen, it was sitting in some cash fund accruing zero interest. It sat this way for at least a few months. During this time, my part time employer that switched ownership opened a 401k package with JH under a different name. Instead of rolling over the frozen account into the new ownership account, they rolled it over into a JH IRA AFTER the new employer established a new 401k! Again, this money sat in a zero interest accruing account for some more months (at least six) after instructing them to invest it and every time I tried to change investment funds on the JH portal, it booted me off. I also instructed them to roll the money over into the newly established employer JH 401k plan and close the IRA. In the meantime, I keep getting emails from JH two times a day to roll over all of my accounts to the JH IRA. It was ridiculous. I sent them numerous emails to invest my money and to finally close the account. No response at all from JH. Eventually I went to my HR and told them to please close my account and not to give them anymore of my money and told him the reasons. I rolled it over to the new Fidelity account shortly after. But wait! It's tax time! I received my 1099R from JH and instead of it showing I rolled it over to Fidelity, it shows JH paid it out to me in a lump sum and I am subject to pay penalties and tax on it! Luckily, my sister works for the IRS and instructed how to deal with this BS. I have the statement from Fidelity that clearly shows it's a pre-tax roll over. This company is shady and incompetent. Please stay away from JH! read more

You will be so sorry if you use them: I changed my job from company A to company B, company B is using John Hancock, so I was trying to get my company A's 401k to rollover to John Hancock, when I tried to call to get rollover instructions, no one knows it, just keep telling me to go to my employer... after many hours on the phone, I said forget it. Now I am changing my company from B to C, I made the rollover request a month ago by ACH to Fidelity, I gave them my Fidelity account number, bank info...., 3 weeks after, not thing happened, I called John Hancock, they told me the ACH to Fidelity returned but they don't know why. I called Fidelity, they said because there is no information for them to receive the ACH. I went back to John Hancock, make another request by issuing a check for the rollover, they said the payee must be Fidelity, I said, this is to deposit to my account with Fidelity, but I still changed to Fidelity. From all of the conversation with John Hancock, I know they don't train their employees so they don't know anything, and they also don't care. They keep my money for a month, no follow ups, not reading emails but focusing on arguing. I am so sick of this, good that I have Fidelity. Fidelity is the best.--Gui read more

My brother closed his 401 k with john handcock and told the guy that didn't speak English on the phone he wanted his money on his debit card .well to say the guy messed up the account number up so they sent him a check he went 3 places and was told the check wasn't good so he call the office around 11am to speak with a rude lady who tells him there is nothing they can do about it .This is sad you owe people money and you send them no good checks that they cant get cashed and for your phone operate to be so rude is very uncalled for . read more

They are atrocious to deal with. I just spent over 2 hours and couple of days of finally getting an answer to a simple question. They kept transferring me and then leaving me on hold for 30 minutes or more or hanging up. I have never seen anything like this. I transferred my account to another firm and will NEVER use them. And when I finally got a manager, David, he was rude and never even once apologized and instead added to the rudeness of the other customer service reps. I had just hang up. It's beyond frustrating. So different from my new financial plan and advisor. Not sure why anyone uses them. read more

I would give zero stars if I could. They messed up sending my rollover checks to me, and had the wrong payee on one of them. Instead of fixing this for me. They now are asking me to get a tax advisor to fix this... are they serious? read more

Absolutely zero stars. My next step is to file a complaint with the better business bureau and seek my attorney. I have requested a distribution via direct deposit almost 2 weeks ago and still nothing. Called a few times to inquire and check the status and was told it takes 3-5 business days when the automated emails and the initial representative who helped me told me 2-3 days. Called back for the 4th time and ended up with a representative who is competent and read the notes on my account which read that they couldn't locate my account and the deposit was returned to them. I gave my correct routing number and bank account number and repeated it, somehow they managed to mess that up resulting in the wrong account number. I initiated this on 10/17 and it is now 10/27 and still no direct deposit. This is by far the worst investment company. Most representatives are incompetent, at least the ones I've spoken with. Glad to be closing out my account with them. BBB is my next stop. This is beyond ridiculous!!! read more

MULTIPLE FAILS - My mom died and I was the beneficiary. John Hancock refused to give me any information on the settlement amount, account balance or anything. There was a $3000 discrepancy they could not account for. They requested I mail a letter requesting this information. I did , 3x. They lost the first 2. Even when they received the letter Phillip Delisle out of the Boston branch still could not give me any transaction amounts or accounting info. I asked when was the last time they sent her a statement. He replied 2007! It's 2020! He skirted the issue but could never tell me what happened to the $3000. My guess is they pocketed it. He said since it was your mothers account I can only give her information. She's dead! It was frustrating working with Hancock. We did not have any trouble settling with any other companies - only John Hancock. I was also on hold for over an our on 2 occasions, hung up on on hold after waiting a half hour another time. Horrible customer service plus THEY TAKE YOUR MONEY AND REFUSE TO ACCOUNT FOR IT ..RUN! read more

My company uses John Hancock for 401k (although does not match). I have been deferring part of my paycheck to them for a year now. They have never provided a summary plan description, nor have I ever received any actual statements or records for tax purposes. I created an online account and was able to access it ONCE, in which I could see an overall balance (not sure of the accuracy, however), but could not see the deposits made or activity on the account, only the current balance - that's IT. Ever since then, I have tried on multiple occasions to go back into my account and have been unsuccessful. I have reset my username and passwords using my SSN & birthdate, but when it is supposed to text me a code to put in as a 3rd identifier, I never get it despite multiple requests - and the phone number listed is correct..therefore I am unable to see my account. I also was never made aware of any fees I am being charged - there would be no way of me knowing this, since I've never actually received a summary plan description or statement. I think these people are clearly hiding something and I think they are crooks. I have read nothing but bad reviews on them. My last company used Fidelity and I NEVER had these issues, I ALWAYS knew where my money was and I ALWAYS received statements. John Hancock needs to be put out of business. If I could get negative stars, I would!!! read more

My frustration with JH began in December when I decided that I needed to access part of my retirement funds from my 401K account for the purchase of a home. Because this account was affiliated with a previous employer, I wasn't able to take a loan, and after speaking to Nate, he told me that the best thing to do would be to rollover to an IRA. I should have withdrawn all my money and ran at this point, had I known the stress, tears and struggles that awaited me, just because I was trying to access my funds. I followed Nate's advice (I trusted his professional judgement), and started the process of rolling over to an IRA. Fast forward 2 weeks later, the funds left my 401K account, but never settled in my IRA account. I call multiple times and I get bounced from department to department. I finally decide that I would rather withdraw the funds, forget the IRA. I finally received the money but I cannot get anyone to give me a receipt, statement or confirmation of transfer. The 401K department say that the money left that account. The IRA account say that they never received the money, the rollover account keep sending me back to the other two departments. I have asked to speak to a manager multiple times but they can't come to the phone because of staffing challenges. The lender needs a receipt , statement or written confirmation to prove that the funds came from JH. I have spent over 10 hours combined, waiting on hold, being bounced from department to department, and STILL no resolution. My closing date has been extended to Monday 1/31. Oh, the best part, the transaction report in my bank account doesn't have JH as the merchant name for the wired funds. Praying this review is the game changer. JH, do better. You lost a customer for life. read more

Trying to process a simple 401K rollover a prior job, 100% vested no employer confirmation or contact required by JHP or me. Fidelity - quick and painless. Empower Retirement - quick and painless. John Hancock - First they arbitrarily without my permission decided to sell my funds to reinvest in another. Sold my positions and transferred to another sister concern with the same name John Hancock (Same business multiple names), I tried to withdraw funds, they put a freeze a week before transition. My money in limbo for one week then they reinvested in the fund of their choice, causing me over $1000 earnins loss. Plus all the hefty fees they charge. I had no access to my account for 20 days and couldn't do anything with my money. They did all of this on their own. Then I requested rollover to Fidelity, they said they have another 10 day cooling period (???WTF) until any activity can be done. I submitted electronic rollover to go to Fidelity. These bummers sent check to my home (found this with difficulty). All their agents are robots and puppets, dont have any ampathy with customer concerns and cant do anything to help. Regardless, the check (luckily) came in mail 10 days later. They completely screwed me and enjoyed my money for over a month causing me a loss of atleast $2500 and all the pain and agony, frustration I had to go thru in these tumultous times. It seems like 3rd world country with their level of service. Aren't there any lawyers here reading this that can help with so many suffering customers? I see on google some employee has filed a lawsuit but am unable to get any details. If any legal person or anyone who is filing a lawsuit can contact me, I will appreciate. I would like to join to get some relief from these thugs. Where is FTC or SEC? I would never recommend John Hancock if you have a choice. They are dead last in customer service ratings - as you can amply tell from the reviews here. read more

Their website is a nightmare! I got an email saying that my statement was ready to download. I logged in. After logging in successfully, t took me to a sign up page. Clearly, I already HAVE an account if it's telling me that my statement is ready. I close it and go back to the email I got telling me to download my statement. I try every link in that email - all of them take me to the login page which then takes me to where I can sign up. I've looked ALL OVER that page and there's nothing else I can click on or go to in order to access my account. So I go to the contact us link and the ONLY thing they offer are phone numbers for plan issues. I NEED WEBSITE HELP AND THAT'S NOT OFFERED!! Also, only a phone number? What year is this? I don't want to sit on hold forever only to talk to someone who mumbles through a thick accent. Let me write an email or send an electronic message of some sort. I don't have time for this bullshit. read more

Called in to work on my 401k account and the gentleman on the other line either lost connection or just stopped talking after I said "I want to pull my funds." No call back or connection just left me on the line for over 20 minutes. Normally, it wouldn't bother me but this is the company managing my finances?!? read more

so, on Dec6 th I started the process of transferring my John Hancock 401k over to a John Hancock Ira. I was told when I inquired about it that it would take 24 to 48hrs to do so. Which was supposed to start on the 9th. I also was taking money from it and at the time i inquired about it they said that would take another 24hrs. Today is the 17th of Dec. it was only transferred today. And this is only after numerous calls to see why I misled. I have asked them to do electronic transfer of funds which now they're telling me might take 1 to 3 business days. I had explained to them my perdictament when i first inquired and told them the important of the funds transfer by a certain date and was ensured that it would be taken care. Now they blame my bank. This my friend is just another large corporation taking advantage of the little people at times when times are hard with pandemic going on and such. All they say is I am sorry. How is sorry supposed to help me and my family. Next yr I will transfer my money to another investment company maybe a smaller one that actually care about its customers. Good old corporate American greed at it best is what this is. There is no need for all these delays when it is in house and done electronically. The manger I spoke with Edwin seem like he could care less. And the supervisor pretty much called me a liar. I should put everyone's name that i spoke with so people that deal with company can ask for someone else it then get them on the phone. read more

Pretty sad when a company that seems to try to do so much for the community can't even send out a wire to someone that is almost a month behind now. Even department managers/supervisors can't pick up the phone to call back when they say they will, and no one has answers or can make anything happen. I will be sure everyone knows not to trust John Hancock with their structured settlements or annuities. I am done! My next steps are the Better Business Bureau, Twitter & Yelp. Someone needs to start paying attention to valid customer complaints. I have yet to receive my wire due March 7th, after changing my bank account information in February. I even called to confirm it was received. Multiple letters in March later, I still don't have it. I have called multiple times, was told a wire was being requested for overnight TWO WEEKS IN A ROW still no money! Absolutely unacceptable. Your "customer service reps" do not care at all about the people they work to help, have no sense of urgency and zero follow through. Even the "Supervisor" Marlon/Marvin I spoke with yesterday assured me he would call me back by 5pm that day with an update. Guess what, no call, no wire. The fact that you guys can't make outgoing calls, send emails....nothing besides regular mailing a letter is absolutely ridiculous. You DO NOT value customer service, but you sure want to make yourselves look good on the outside with sponsorships, etc. A good company starts on the inside with the people that work there, not what their appearance is on the outside. Get it right! You should know this by now. read more

Took out a loan from my 401k, loan was approved online, received a call it was not approved, check arrived, I called John Hancock to be told that "the loans approved, check is live and to deposit it", so I did. Two days later, deposit is stopped, a JH supervisor tells me that "no one would have ever said that". She calls back about 2 hours later saying that the agent was incorrect...I reminded her, she was as well as she was so adamant! What a complete bunch of idiots! read more

Long term insurance. Three times they have raised the rates and the last one was about 20%. They seem to sell you the policy and later as you age, they raise the premium hoping you will drop it so they won't have to pay if you ever need the insurance. Don't use this company. read more

I wish there was an option for zero stars. They have completely shady business practices. We surrendered a life insurance policy and they gave us the net surrender amount (in writing!). Four days later they send a check for a SIGNIFICANTLY lower amount. When we try to call, they avoid the call, transfer us, send us to voice mail or hang up on us. They don't respond to email. When we do get an agent on the phone, they say they are "researching" it. When we ask to speak to whoever is "researching" it, they say that division doesn't talk to customers. It has been over 3 weeks and we have not been called back, emailed back, or been able to talk to anyone who knows anything. DO NOT buy anything or do business in any way, shape or form with John Hancock! They are completely unethical and unprofessional. read more

I recently ask for a loan to JH for an emergency. I put an extra number on the direct deposit and I wasn't getting any call or anything from them. After 5 days I call them and ask them and they say my bank rejected the deposit because theres no account with that number. So I ask them what else needs to be done and they told me that I have to get a paperwork fill up and send it to my employer for them to sign too and they can send it back to them. They promised me the check will be there in 10 days. 10 days pass and nothing then they told me they send the check to GA to my empl and I'm in Florida, so I contacted my employer and they say they haven't received anything, after 15 days. They received by that time I call JH and told them to cancel the check to make it direc deposit so I can get it faster they promise me again the direct deposit would be in 4 days after they cancel the check. Today is been 5 days and I keep calling them and they give me another excuse. The sad part about all this is , I haven't received the money but they taking money out of my paycheck for the loan that I haven't even received. Can they explain why is this happened? read more

John Hancock hides behind a voice mail system. Service is horrible. Long wait times. Not even sure there is someone handling calls. "Unexpectedly high call volumes"? Really? How about insufficiently staffed call centers. I feel sorry for the employees that need to work here. read more

I can't give NEGATIVE stars, but these clowns would get -10. I'm consolidating 7 IRAs into one. Each has had it's own little bump in the road but these a$$hats are exponentially the worst and it's not quite over yet as I still don't have my rollover check and it appears they're mailing it to my correct address but with the financial institution name. We'll see if USPS delivers, they deliver plenty of mail to they guy that lived at my address 15 years ago, but that's another story and gives me hope it'll get to me. Scenario: Attempting to rollover my 401k to my current employer. Began July 3 completing their online request form, triple checked for accuracy and completeness, everything was as they wanted, or so I thought. I had to contact my former employer to approve the withdrawal, which he promptly did and I received an auto generated email saying everything was fine and would be processed. WOW, I thought, that was simple. BUT WAIT THERE'S MORE!! After 2 weeks I get a snail mail letter from a Third Party Administrator (TPA), something I did not know existed but seems it's related to my former employers set up. This letter was received the same day as an email from JH saying they could not process my request as there was 'confusing information' on the request. OK, the letter says they have no phone # nor email address and that's why they sent the letter. Well the email from JH had a back & forth thread to the TPA, which comically, included my correct email in the CC list. So I call JH to clear up the 'confusing' information, which turned out to be the name of my current employer and the plan #, something clearly requested by the online withdrawal form. The rep, Annie Simban, then states that the request also needs approval by my former employer, which had already been completed, but she insisted it needed to be done again. Soo.... with the confusion of my current employer name apparently cleared up, my former employer re-approved the withdrawal via email. BUT WAIT THERE'S MORE: He used an international email address since his company has offices all over the world and she would not accept the 2nd approval because that email address was not 'on file'. So he had to send a 3rd approval using the 'correct' email address. All of these things took additional days to complete. Now I see they've completed the withdrawal request but with the address indicated online as going to: Financial Institution Name my street my city, state zip. I can't wait to see how they made out the check. If you have a choice for your 401K, 403B whatever retirement plan, DO NOT USE THESE CLOWNS. The worst. read more

John Hancock acts as if the money you have invested with them is actually theirs and not yours at all. I have been trying to transfer my IRA from John Hancock to Vanguard for over six months now!!!!! JH keeps claiming the forms sent were not filled out properly or it was the wrong form or some other lame excuse. Is there any wonder why everyone seems to be trying to move their retirement savings from JH. You can't talk to a 'live' person, constant run around and they hold YOUR money hostage. I will get it out and will not ever consider investing with JH again. All of JH employees really need some customer service training! read more

I am trustee for an account at JH. Years ago we let my brother take a loan against it. The value of a loan is considered "an asset" to the account, under the expectation that it pays interest and will someday be repaid. When a loan payment is made, the value of the loan goes down, and the value of the other investments goes up. Except for one time, (in September 2018, six months ago as I write this) when the value of the loan went up and the value of the other investments went down, as if someone hit the "charge" button instead of the "payment" button. I have called them four times about this so far. I have received multiple different explanations for why the account is correct. One explanation was that that payment was credited a month later, but that credit was for the following month's payment. Do they want me to believe it takes them a full month to credit a payment? I finally received an email address where I could mail the details of the problem. It took them 5 days (3 business days) to even send an acknowledgement that they received my message. It has now been 8 days (6 business days) and they are still trying to figure it out. How I wish I had nothing to do with them!! I'm thinking that I may need to learn about small claims court to get this fixed. I'm certainly going to make a hobby of letting people know how much I hate JH. read more

I have been attempting to transfer my 401K from JHancock to Fidelity, I began the request process in April 2017 and still haven't recieved a check on June 2017. The original request and check issue was completed, but the check was returned despite confirming the PO Box request before go, I later called JHancock a month later in May asking what happened to the check, why they sat on the returned check and why no one called me? Since that time in May, I have called 3 times to talk about about reissuing a check. My final attempt I waited 40 minutes to speak to a supervisor and was hung up on the transfer. Now in June, I had supervisor, JD, call me asking me for a street address for Fidelity and I responded by email with an address after confirming with Fidelity. Supervisor JD told me that they will be overnighting the check on Monday! Come Tuesday, I recieved an email from JD asking if she can call me between 5-8pm EST to discuss--WTF? On Wednesday, I then called JD at the 800# extension provided in the email and that extension was not valid - WTF? I was subsetquently bounced to a number and an live voice individual picked up telling me that this line is for Plan Administraters, Somehow I reached the # of the individual who oversees my Contract. That individual was irritated I called him and was not willing or wanting to hear my concerns regarding my money. He would not stop talking and quickley transferred me to the main customer line, where I was fully identified as the plan participant--WTF? I quickly asked to speak to a Supervisor but was rebuffed. It wasn't till I asked a third time to speak to a supervisor that I finally got ahold of supervisor Reggie. He attempted to reincapsulate my whole experience and apologizing on behalf of JHancock. I asked three questions: 1) Why does it take 2 months to rollover money from JHanckock? 2) When will the check be reissued? 3) Will someone email me regarding overnight confirmation and tracking number? Answer 1) Supervisor Reggie did not answer, 2) The check will be issued today, but I am not sure since the first check has to be cancelled; 3) I will email you when the check has been reissued and overnighted. I let him know that I have wasted to much time on this and that further phone calls from JHancock to discuss further is a disgusting thought. I want the following-- someone to be accountable at JHancock with my money and a simple email confirmation indicating that the transaction was overnighted. STAY AWAY AND AVOID THIS FUBAR! read more

This is the most incompetent finance service you could ever deal with. Borrowed from my own 401k plan and they have given me nothing but lip service for their mistakes. They direct deposit my funds to a wrong bank account. When I called and asked where my funds were they went into the cover their ass mode. Was told that they have the correct account number and that I would have my funds by end of business today. I called and double checked that I will have my funds today and was told they will process the request and I should note should have my funds in 3 business days. This is totally acceptable. I wouldn't recommend this company to anyone. read more

Wow - it's not like I had a choice about which 401k provider my employer chose, but after reading these reviews....ditto. They are terribly inept at customer service, but quite good at excuses. My only real issue was that I hadn't been receiving my statements--I spent hours on the phone, getting passed back and forth to 3-4 different people including my employer. The issue was that the birthdate on my acct was entered wrong ---the only catch is...nobody can fix this...everybody blamed someone else...nobody does anything...multiple intermediaries with no accountability. 5 months later, called the national number again today and they see the problem, but all they can do is blame the middlemen and send a few emails. I mentioned the fact that i was concerned that I couldn't see/control/access around 30k in assets and that this is probably how scams work---the rep then spouted some BS about how they are the 2nd largest investment firm and they are certainly not a scam. (probably what a scammer would say) Bigger isn't always better, unless it's vanguard, I really love Vanguard. 1 star is generous for these clowns. read more

Following my mothers death, John Hancock did everything in their power to complicate and delay what, in theory, was a simple transaction. Insisting you must open an account with them, as this is the "law". Filling out a thirteen page (yup!) form to specify what you'd like them to do. Authenticating it with a "medallion" signature. Warning you that if any date was added by the "medallion" signator, you must do it all again. It's unfortunate my mother hadn't seen John Oliver's scathing review of J.H. so we could have been spared the endless shenanigans of these shoddy shysters. Spare yourself by watching Last Week Tonights piece on 401Ks featuring John Hancock. read more

As a newly 401k eligible employee, John Hancock never allocated my 401k monies for over a year and 8 months, it was in a money market during a great bull market. If the allocation paperwork is consider NIGO (not in good order) John Hancock will not notify the broker, the one person likely to correct the error. Now, I'm on the phone with them for the second day and it's the worst customer service experience I've had. Yesterday, I was told to call back and given a person's name and extension but of course she is out of the office today. The new service rep won't answer my question about making a fund transfer because she doesn't know why I was supposed to call the other lady, which was only to talk a supervisor about backdating my allocations to January 1, 2013. She should know if I made a transfer on the system. When she finally responded to my request after asking 3 times, it took 20 minutes to process while I waited. When I ask for a confirmation of the transaction, she says they do not provide allocation confirmations to ongoing contributions but she read them off to me. When I ask her how I can formally request my allocations be backdated to my inception date due to an error in customer service, she ignored my question again. After repeating my allocation backdate request a second time, she put me on hold for another 10 minutes. Other co-workers have had a 25% gain on their quarterly reports and I've been in the money market from 1/1/2013 -10/8/2014. She (Rea ext 136467 call start time: 3:13pm) came back and after dodging my request a few more times, conceded to backdate my request. but first she tried to trick me by saying just ongoing monies, not existing. I had to ask to say exactly the right transaction request verbatim before she said my request correctly. Rea also didn't acknowledge that she had record of receiving my initial allocation in January of 2013 until I asked her directly. Then she admitted having record of my allocations and notes of it being not in good order. Since, they do not provide confirmations, I will wait till a statement comes out and verify she correctly backdated my monies before changing the stars on this review. read more

Worst customer support (especially for financial & wealth management) in the industry. I have used Schwab, Fidelity, Prudential, eTrade, and Chase in the past and used them as comparison. At John Hancock their call center is 100% based in Philippines at all hours of the day & night. The call reps don't get measured on answering questions accurately, or providing any amount of customer service, rather only on speed of answer. THAT'S IT! They were of no help at all. The website indicated to call their 800 number for information on 401k questions, yet the the call rep constantly referred me back to the website for information (that wasn't present). The call felt like a 'who's on first?' episode. Even at the end of the call when they asked had they answered all my questions, and I indicated they did NOT help with my concerns... the response said it all... 'excellent, have a nice day', and they hung up! This is the fourth call I've had with them, and I can't wait to move my money OUT of that place. Stay away from this firm. Whatever promises are being made in local offices, or by brokerage firms trying to sign you or your company up... I PROMISE you will be sorry later. read more

My mother has been trying to collect on a death benefit for 6 weeks now on a claim that should have been straightforward and timely. The customer service representatives kept telling her that her paper work was lost and when provided alternate means to send new forms (that I had to request) we were unable to get the paper work to their office until I talked them into accepting information via email, which apparently isn't their policy. Even so, I never received a reply to my email and had to keep calling to verify whether the information was received. Also, after speaking to approximately 5 representatives over the past week it is apparent that no one really knows proper procedure. This is a very shady company that will try and do anything to delay and avoid payment of claims that their customers are Entitled to. It is unbelievable how unorganized this institution is, they shouldn't be in business. read more

I have an issue with a partial distribution. FIRST ISSUE: took a month, 3 phone calls, 2 emails, and lots of incorrect, incomplete information provided by John Hancock Retirement Services Plan employees. They were friendly enough, but incorrect forms sent, incomplete information provided..I can give more detail if needed. SECOND ISSUE: I separated from my company PGC on Jun 1. I have very recently had a personal situation arise that requires more funds to be distributed from my account. I sent an overnight mail with the correct form, signed by me, and it was received in the MA office 8/5/16. On 8/9, I checked the status online, which showed absolutely NO activity. I called and emailed. The email said I needed to call the number I had already called, where I was told it was in process. On 8/11, I checked again, NO activity. I called and was told in process. Today, 8/12, i checked again and NO activity. I called and the person actually tried to research what was happening. She was unable to get any kind of resolution, or ETA as to when I can expect to receive the funds, but she did indicate it usually only takes a couple of days, but sometime s up to 5. She asked for my phone number in the event the dept needed to clarify anything with me, and I provided. Your MA office is closed now, I received no call, NO activity shows on my account, and you have maintenance on your site till 8A Monday. I will then have to start all over again checking and calling. I am VERY unhappy, and VERY frustrated. Never had this problem with Fidelity. UPDATE: 8/15 As of this morning, no activity on file, so I called again. Spoke with Josh who indicated he would try to get action expedited. (I am not holding my breath!) He took my phone number and said he would request they call me, and that it could take up to 48 hours--seriously? I have called 5 times, have an urgent need, and they may take up to 48 hours to get in touch? read more

Joel S. If you think the other reviews were poor, you haven't read mine yet. My wife and I have had Long Term Care policies with John Hancock Insurance Co. since 2002. We were both healthy non-smokers then, and we are the same today. We recently received a letter informing us our premiums were being raised by exactly 90% this year. 90%!!! They don't explain what "class" my policy belongs to that warrants such an increase, just that they failed to anticipate the rate that long term health care would cost in the future. The offered to reduce or even eliminate my increase if we just gave up some the the things we were paying for the last 12 years, such as a 5% annual daily benefit increase, or the amount of time we'd wait for the benefit to kick in, etc. What outrage! I'm planning to contact a TV News station or the NY Times to see if they would be interested in a story piece about this horror. Unlike other insurances, like automobile or even regular health insurance, where one can always switch companies if unhappy, with Long Term Care you're stuck. If I go to another company, at this point they probably wouldn't cover us because insurance companies are realizing it's not a good bet for them, and besides, we'd lose every cent we've paid John Hancock up to this point, about $41,000. So we're stuck with these crooks. When I wrote a complaining letter to Michael Doughty, Executive VP and General Manager of the Company, I received a response from their customer relations department, explaining that they appreciate the fact that the rate increase will be difficult for policy holders to afford, but, basically, tough luck. I'm now stuck with an annual premium of over $6,600, with absolutely no assurance it won't increase again in the near future. read more

Hancock is a horrible company to do business with. I bought an $800,000 immediate annuity through Manufacturer's originally, now owned by John Hancock. A simple request to change the bank for my direct deposit is still pending from August, and payments are still being deposited into a closed account and it will be November in a few days! In another incident, I entered a contract to sell some of my annuity payments for a lump sum over 6 weeks ago. The transaction is supposed to take 20-30 days. To date, their Structured Settlement Division refuses to provide any information on the progress of this transaction. Their call center in the Philippines are the only people you can talk to. And I am not happy that my financial information is being shared with foreign nationals without my permission. This is a violation of my privacy. The company is unresponsive and fails to service their clients in an ethical and timely manner. I intend to follow up with legal action if possible. read more

I second the emotion, I'm trying to settle my mother's estate, she had 2 policies, one with Metropolitan Life and John Hancock, cannot say enough about Metropolitan Life, they called me to ask what they could do to help settle the estate, they sent the forms I needed and walked me through them, had a check a week later. On the other hand it has been just the opposite with John Hancock, just getting the run around, no help, beware of these people, they want your money, but when you ask for it back you can't get it. It's going on 2 months now, and I mailed both info back to the 2 companies the same day, if Met Life could settle in a week, seems plausible that John Hancock could also. So I would beware of them, something is not right, and I'm sure it's the game of let's hold onto the money as long as we can, I'm sure it's in an account bearing interest for them, it's not ethical, but you can't prove it, they just come up with all kinds of excuses. read more