John Hancock Reviews 32

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.

Date of experience: May 28, 2025

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.

Date of experience: June 09, 2025

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!!!

Date of experience: June 02, 2025

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.

Date of experience: April 03, 2025

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.

Date of experience: December 10, 2024

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.

Date of experience: February 12, 2025

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

Date of experience: February 05, 2025

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!!

Date of experience: January 27, 2025

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

Date of experience: January 06, 2025

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.

Date of experience: December 26, 2024

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

Date of experience: November 20, 2024

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!

Date of experience: August 19, 2024

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

Date of experience: June 17, 2024

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

Date of experience: August 08, 2024

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.

Date of experience: May 15, 2024

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.

Date of experience: April 18, 2024

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.

Date of experience: April 15, 2024

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.

Date of experience: March 28, 2024

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!

Date of experience: December 15, 2023

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!!!!!!!!!!

Date of experience: November 15, 2023