John Hancock Reviews 

I'm sure other people had different scenarios but my scenario was that I was in a wheelchair and they did not get me to my connecting flight on time so we missed it. They rebooked us a flight the following day. I sent in my insurance papers with all of the information and it was denied. They tell me that it needs to be delayed more than 3 hours. I must have said 50 different ways that it was delayed more than 3 hours. That it was actually overnight which is definitely more than 3 hours. They keep putting me through as denied. Most absolutely ridiculous thing I've ever heard and unfortunately as a consumer there's actually nothing that I can do other than leave a review so I will be leaving reviews so this doesn't happen to other people. I would definitely say do not get Hancock which is what I got. They're underwriters were starr travel claims through Sedgwick. Such a joke

I would give 0 stars if that was an option. Rudest most snob customer service agents ever. Some have no knowledge of what they are supposed to be doing - they suggest that you need to get "enlightened", others are so proud we are doing this everyday and still ask you all the questions. If you know everything, why are you not able to fulfill a simple transfer request. WORST COMPANY EVER DEALT WITH!
Senior Leadership - Please take some time to train your employees!

I have a 401k plan sponsored by my employer and I definitely wish I did not have it. Taking out a hardship withdrawal it's like pulling teeth they make you mail it in or fax it over instead of being able to do it online. I requested to take out $800 and found out I was only getting $400 back. I called the customer service department to ask why and I believe the person on the phone did not fully understand me unfortunately as the agents they outsource English is not their first language so there is a language barrier. The customer service representative kept going on about a loan that I took out a few months back. But the loan had nothing to do with the hardship withdrawal that I was trying to take out now. When I noticed I was not getting anywhere with the customer service representative I asked them kindly to transfer me to a supervisor and got the runaround and kept getting told there was nothing a superviser could do. Eventually I gave up. I should be able to withdraw as much money is available in my account for hardship as that money was put in there by my hard working dollar.

You call and can't get anyone on the phone who is in the United States. They don't speak English like Americans so it is hard to understand them. They won't let me talk to a representative in the US. They won't let me talk to a licensed financial professional. Also the website just shows you what money you put in, it does not show if they account went up or down or if any dividends came in. If you ask them to mail you a statement they don't do it.

After 6 months John Hancock is still coming up with excuses not to pay my mother's long term health insurance claims. They keep coming up with new ways that we have to submit invoices, and when we do they still say they are unacceptable. I will keep giving them one star reviews until they pay those invoices

1 star is too high. Completely worthless website.

I'm trying to enroll in my company's 401K program and the website consistently throws generic errors which 1, aren't descriptive of what is going on and 2, block me form completing enrollment.

Their CSRs offer generic advice like rebooting and cleaning cookies.

I've tried 6 different browsers between 2 laptops and 2 different operating systems with the same results.

But yeah... it's me.

I love it when a company provides horrible customer service and blames the customer for the company's problems.

DO NOT USE John Hancock for long term care insurance. My friend mother paid 30,000 for her LTC plan. They have NEVER give her a DIME in reimbursement. They have this 90 day waiting period that was never explained to her Mom. Most people end up dying before they can wait out this 90 days. Then if you do get to the 90 days it takes FOREVER to get the claim approved. They have ridiculously strict invoicing requirements and if you make a mistake no one one tells you. So you wait thinking they will pay and they just NEVER do! When you call you get rude agents that don't know anything. Broke my heart she wasted her money!

One star is way too generous. I am the managing partner of a two-person law firm that employs two paraprofessionals. I have bene dealing with the same POS employer website since 2018, when we started our firm. Totally non-intuitive and full or errors. (I added two employees recently. They appear as plan participants but do not appear on the contibution page, which means I cannot complete the contribution process.) Phone assistance is marginal. Unfortunately, the company is trading on a valued name, and offering nothing worthy in return.

JH ran my company sponsored 401k.
The choices for funds are very limited and terrible
The Fees JH charges are extremely high compared to others.
All customer service calls go to Thailand and India
It took me over 2 months of fighting to get my account rolled over to a new and responsible financial planner.
JH is horrible, do yourself and or company a favor and pass on this firm for ANY financial options.
ML

I have JH 401k account. their website sucks. truly sucks.
And their AI voice is hopeless. It is so hard to find a key to talk to some humans!!
I cannot even rollover my 401K $ onto fidelity account. Their website instructions were terrible!!

Real case: at the very last moment, I was asked to submit a code they sent to my phone... No codes were sent.. and the website went haywired..and I lost all my info when I signed out. I signed out because the website just went spinning////
this is unacceptable of JH 401K

I am filing this complaint to formally express my frustration and concern regarding my recent experience with John Hancock Retirement Services.

In May 2025, I was approved for a 401(k) loan through my employer-sponsored retirement plan managed by John Hancock. However, as of the date of this complaint (July 2, 2025), I have not received the disbursement of the approved loan.

On June 26, 2025, I was informed by a John Hancock representative that I could switch the payment method to direct deposit and that the disbursement would occur within 1–2 business days of receiving the updated form. The required form was uploaded by our plan representative on June 27, 2025. Despite this, no deposit has been received to date.

Compounding this issue, I was recently informed that loan repayments have already begun, and deductions are being taken from my paycheck—even though I have not received the loan proceeds. I believe this is not only highly inappropriate but may also be unlawful. I have made multiple requests for a supervisor to contact me, all of which have gone unanswered.

The lack of follow-through, transparency, and accountability has placed me in a financially vulnerable position. I am now struggling to manage daily living expenses while also repaying a loan I never received.

I am requesting the following:

Immediate investigation and resolution of the missing disbursement.

Reimbursement or suspension of loan repayment deductions until the funds are received.

A formal written explanation for the delay and premature repayment.

Prompt contact from a supervisor or escalation team.

I believe this matter deserves urgent attention and resolution. I hope that filing this complaint will encourage John Hancock to address the issue promptly and fairly.

On safari in Kenya May/June. Many people across the world pay cash for services. I lost the use of vehicle for 2 days because of repairs needed. They would not accept whatsapp texts stating my drivers daily rate nor tons of photos of the vehicle. I've used this Insurance 4 times now and never put a claim in. This would have only been for $420 total. Can't make this crap up. They would not even accept my drivers Pmesa deposit of the total for the 7 days at $210 per day on May 13th. I have receipts for my stay of 6nts at a reserve. I can't make this up, it makes no sense. So no, no more. I dont care what the contract says, its not realistic and it wasn't for much. John Hancock is still way ahead even if they said ok.

Horrible experience with this company. My mother has been dead for three years and I still cannot get a claim for 900.00. Every form they required, I submitted. They are making me jump through hoops for a mere 900.00. Everytime I contact them, they require something else. I can only imagine what they force people to do who have a substantial claim! I do NOT recommend this company!!!

This is an absolutely horrible insurance company that just increased our LTC insurance premium by 54%. They obviously care little about their customers and I have been paying annual premiums to this company for over 10 years. Look elsewhere.

If I could give a zero I would. I am a finance professional have dealt with multiple life insurance companies over the years. No company comes close to JH in atrocious service and customer support. Their claims and support process seem specifically designed to be extremely slow (perhaps to hang on to your money as long as possible vs paying it out?) still relying on postal mail and fax machines! Nothing is easy or straightforward with this company. There are so many better options out there - do yourself a huge favor and go somewhere else.

this company is unbelievably incompetent. My parents paid premiums all their lives for long term health insurance and I am still trying to get their benefits after 7 months. They ask for reports, they are sent, and then they say they did not get them. I would never ever deal with this company. They continued to take premium payments even after my parents passed the elimination period and I have not been refunded.

John Hancock is a scam operation. I had 36.83 left over from leaving a company and this scam company send me $6.95. Stay away from companies like this. They are only in business to steel your money. I will continue posting on as many sites as I can for the rest of my life to hopefully save somebody from getting ripped off. I have more money than their entire company but it’s the point to me. STAY AWAY

I've been trying to help my mom get her retirement/ pension from JH since September. They sent a letter a few days later and sent it back as well as faxing them my POA as she's been battling breast cancer. It was been a horrific nightmare. They said a few weeks to recalculate it as she should of starting drawing it in 2015. Reach out in October, said they needed a few more weeks. I call December 23rd and still nothing. Said they have no record of correspondence with us. We call 01/13 and they will mail her her packet with her options and she'll receive within 5 days. Call yesterday, they still haven't recalculated it and need another 45 days. Now she gets a letter from them saying she's going to be fined by IRS if she doesn't start to withdrawal by her birthday.
We've been trying for months. What is the hold up people?!?! She could really use her money and enjoy her retirement!! Do not recommend!!

I submitted a claim for a lost baggage article at security check in at CDG airport Paris France.. I even submitted a claim to locate lost article... since this was part of baggage check and even though the laptop was part of my baggage that the security forces me to put on a separate bin and this was lost

claim filled

1/6/2025





Name of Insured: Saugato Sanyal

Claim Number: M24B340587

Policy Number: 540158138

Date of Incident: 12/7/2024

Loss Description: Baggage/Personal Effects

Trip Dates: 11/24/2024-12/

Their response
policy language that is pertinent to this matter is as follows:



The following exclusions apply to Baggage Delay and Baggage/Personal Effects Only:

We will not provide benefits for any loss or damage to:

18. cellphones, smartphones, telephones, computer hardware or software; or



According to the documentation provided with your claim filing, computer hardware is an excluded item on your policy, and at this time, we must regrettably decline payment of your claim.

So they have craftily placed exclusions

Those exclusions are not quite evident when you buy the insurance

So buyer be aware

They pay various online search engines to give them high ratings and rent the name of John Hancock since it is a big name insurance company

The actual contract is by a no name company called Star Indemnity

Who is the Self-Proclaimed Genius that proposed it was necessary to send a form that had to be filled out by hand to a Parkinson's Disease patient? (Who explained in detail to three different representatives over the telephone why he would be unable to fill out a handwritten form - but they required it anyway because it was company policy).

And to iterate the inane performance of John Hancock corporate personnel the complaint form requires a handwritten signature for it to be processed. I had offered to appear in person at a Houston, TX location to validate my identity because I do understand that is important but apparently. John Hancock does not have an office in Houston where I could take care of that task. If John Hancock is such a large, efficient and customer-service oriented company, why don't they have an office in one of the larger cities in the United States?

I now know why incest is illegal because of the mental deficiencies that this person's parents generated because they were brother and sister when they gave birth to this person who chooses not to use common sense.

I am intentionally not including my account number because I intend to file this complaint with every public entity I can think of and see what kind of lame and incompetent excuse that the leadership of John Hancock could provide. I would be extremely wary of placing money with this company for investment because if they cannot use common sense, they do not need to be responsible for my future income.