John Hancock Reviews 

If I got a dime for every time their website or app was down, I'd be a millionaire.

I have been trying to rollover my 401k to a traditional IRA for over 2 months now. Firstly, I was told that my rollover check was mailed directly to my other IRA. When I called 10 business days later to check, they said there had been a mistake and that the check was mailed to my home address, but I NEVER received it. My next option was to complete another form for a wire and email it back to them. I don't trust them to "mail" another check and they say it can take up to 5 days for a program administrator from your company's previous HR to review and sign, BUT JH won't allow them to email this form back to them once signed- it has to be MAILED! These guys are crooks and won't allow you withdraw your money!

My uncle filed paper work to cash in his life insurance on June 2024. It's September 2024. Every time we call we are told the check is in the mail. We will file a suit in small claims court. Terrible insurance

Terrible customer service. You have to jump through hoops and then get denied because of the fine print. Don't waste your money here.

I wish we had read these reviews before buying $360 insurance from John Hancock. Horrible experience in trying to collect from a trip delay at Heathrow. We were delayed from a mechanical issue on Virgin Atlantic and was delayed by 2 and half hours. We arrived just minutes after KLM left the gate. The delay cost us $1800 for new tickets, hotel and food. The "Third Party" representative said they will only cover for a 3 hour delay. We will NEVER use John Hancock ever, ever again.

Terrible customer service!! Some people never responded to the BBB where I filed a complaint. I called in twice and was told my original letter was not handled correctly by the agent at Hancock. I can’t imagine how they handle actual claims.

They are not taking care of an insurance policy claim and dragging their feet for over 2 months. "The check is in the mail" I keep hearing and it is all a lie.
Told different things by different reps. DO NOT DO BUSINESS WITH THEM AT ALL PLEASE. Pathetic and self serving.

I have been on hold with John Hancock as I write this review for over an hour, waiting to talk to a Supervisor. I am told that all Supervisors are in a meeting and that I need to give my phone number so that one can call me back when they become available. Hard to trust.
The first part of this hour and 20 min. by now was spent with another Representative who all of a sudden realized that she lied to me when I asked to talk to a Supervisor. I don’t believe Supervisor requests are honored by some John Hancock Representatives.

I would like to give a 0! They are withholding inheritance, asking to fill out nonsense forms, even our lawyers and the US Ambassy tell us this is nonsense and now we should get a lawyer in the states because they are obviously not helping an trying to keep the money. This company wants your money, and once they have it, good luck of getting it back!

My husband and I signed up for a trip to Israel with our church. We were suppose to leave 10/22/23 - 10/31/23. As everyone knows, the war started spreading. All flights to the region were canceled a few days before we were to depart. We had purchased travel Insurance with John Hancock so we thought we would not have any problems receiving our refund. We were so wrong. We went online filed our claim, uploaded the proper documents and waited for a response. After a couple of weeks, we called to make sure they had received our claim. We were told they did see the claim but they had not received all paperwork. We made copies of all documents and sent it to them by certified mail and we uploaded documents for the second time. The documents that were mailed came back after about 6 weeks because they refused to pick them up because they would have had to sign for them and then they couldn't say they had not received them. (No intention to pay claims). In late December I checked the status of our claim it stated all documents were received. We then started pressing them about paying the claim. We were told that because of the size of the claim management had to approve it before cutting a check. The next week we checked the status of our claim and they had closed the claim saying we did not give them all paperwork necessary to process the claim. They do not know I have a dated screenshot showing they say they have received all paperwork. I have another screenshot after the one that say they have all paperwork saying they closed the claim because we wouldn't give them what they needed to pay it.(Not tryiny to pay claims) We waited over 3 months with being lied to and jerked around. We contacted the tour company that was doing our trip to get our money back. We are now asking John Hancock to refund the premium we paid for travel insurance. They dishonered the contract and did not make an honest attempt to pay the claim. Do Not Trust This Company!!!!!!!!!!

A scam with horrible customer service. I took troubled trip for which insurance should have paid.Horrible experience!
They will find to way to not pay you!

Stay away. Claim been doing on over a year. They just keep trying to avoid paying. Horrible service.

A scam with horrible customer service. I took troubled trip for which insurance should have paid. They sent me a check which was less than expected - with no written explanation. I called and they promised they would send something. (I called for months, without any written response). My trip was delayed 3 days and they kept saying 3 hours so they wouldn't pay for my clothes purchases. Finally, after 5 months they said they would not accept my documentation. And that was the end. Horrible experience!

I definitely do not recommend this company. I filed a claim over two months ago and not a word from the company. I called after about three weeks and was told to allow them two more business days to get back to me - no response. I called again after two weeks and was told to give them 3-5 business days. I wish I had checked John Hancock Travel out more thoroughly prior to purchasing. Absolutely DON'T recommend them.

Applying all the birocracy they can too avoid paying a claim. Beware - very bad experience.

This review is for John Hancock Long Term Care (LTC).

This company collected for dozens of years from my mother who is 100 years old now. She requires long term care now and has been for the past 8 months. I have been trying for weeks to sign up and submit a claim and their system is so filled with hoops and multiple websites/phone numbers and offshore representatives, I still have not been able to submit a claim. They can't even email and it's such a shame for a company so inept to have a trusted name.

Totally incompetent and unresponsive customer service. we mailed our premium for LTC insurance on December 28, 2022. Received confirmation that it was received (we cent it certified) on January 10, 2023. Received notice 2 days later that premium had not been paid. Called on January 20 to check on status of payments. Rep said the checks had NOT been received and were not showing in their system. Since we had confirmation that they had been received, we assumed they were lost in their system. So we stopped payment and paid by debit. So we were surprised to learn the next day that both payments had been received and applied to the account!! The stop payment was halted because the HAD already cashed the checks BEFORE we had called! Then they would not issue a refund for 10 days “for banking purposes”. When we did finally receive a refund check, it was only for my wife’s account, in spite of requesting a refund for BOTH accounts. When I called today to ask about my refund, they said it had been applied to the NEXT year - NOT what I had requested. No I have to wait for another check to be issued. Totally unacceptable! DO NOT DO BUSINESS WITH THEM!

Initiated a 401K rollover to my Fidelity rollover IRA over 2 weeks ago. I did this online via Hancock's website providing everything they should need to do this including account # for my fidelity rollover IRA.

Two weeks later, no indication anything has happened. Money I moved to money market in preparation for the transfer still sitting there. No acknowledgement on the site I had even requested the transfer or that it was in progress.

While I am not a million dollar client, the sums involved here are not inconsequential (about $140K or so).

Tried contacting them by phone to inquire. After an interminable wait on hold was sent elsewhere. They take no responsibility for a custodian-to-custodian rollover initiated on their own website. Customer service was rude and made my blood boil. This seems like a ham handed way of keeping their grubby mitts on AUM. They are thieves and belong in leg irons.

An atrocious and disreputable firm with negative customer service. IMHO (yes, I’m experienced/qualified) an HR Benefits person adopting JH would be subject to malpractice. 1) 401 rollover check to outside IRA requested; 2) horrible service and, as I recall, a small fee; 3) check didn’t arrive w/in 3 weeks so I called and an articulate US rep put a stop payment and a reissue via a new check; 4) the next check didn’t arrive so called again; 5) first check arrived; 6) new rep told me it appears that the stop/new check was never issued so the original check is probably good; was promised a call make confirmation by s supervisor that day or the next; 7) talked to the new place they recommended depositing as the 60-day rule was approaching. 8) it cleared. So far so good. Still no callback. Even worse: All cust. service calls go offshore to be (maybe) routed to the US or back offshore depending on the skill level offshore. US reps won’t give you last name, location, operator ID, or specific callback number. Can’t reach the same person twice. Bottom line: 1) creators of dis-service; 2) incompetent; 3) charged for all this. If you are an individual or an HR benefits person considering JH I highly recommend not. Should be a -1/5, not a 1/5.

It took them 50 Days just to ask for more documentation. We had a flight delay on travel insurance, I submitted for a claim. It took them 12 business days just to 'escalate' my claim for someone to look at it, and 50 days in total just to say I needed to include more documentation. By this point I was so frustrated I just gave up. What a business model, wait until people forget completely and are fed before you even respond to an email.