John Hancock Customer Service

User Reviews, Ratings and Comments



John Hancock customer service is ranked #892 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 18.20 out of a possible 200 based upon 32 ratings. This score rates John Hancock customer service and customer support as Terrible.

NEGATIVE Comments

32 Negative Comments out of 32 Total Comments is 100.00%.

POSITIVE Comments

0 Positive Comments out of 32 Total Comments is 0.00%.

Issue Resolution

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Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • John Hancock

    Customer Service Scoreboard

    • 18.20 Overall Rating
      (out of 200 possible)
    • 32 negative comments (100.00%)
    • 0 positive comments (0.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.2 Issue Resolution
    • 2.2 Reachability
    • 1.4 Cancellation
    • 2.7 Friendliness
    • 1.6 Product Knowledge

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Posted by Steaming Mad in San Antonio


Called John Hancock to try to get information on what I needed to do to roll over an401k into an IRA was given bad attitude by the customer service person from moment one, Then when he just does NOT understand the simple question I was asking "How do I roll over the account and what is entailed?" because once I brought up my husbands 401k he started talkking OVER me to tell ME what I meant and he was getting it wrong so finally I got so frustrated I said "fine I will take my business elsewhere" The next thing I heard was "JESUS" and the phone clicked in my ear. So I call back only to get the SAME person (yes they were American) who just starts right back up with me and MY attitude was fixing to explode, so I calmly ask to be passed to another person who might actually be able to help me, and SAM picks up and starts in right where the other guy left off (I could hear the other guy telling him his version of my issue and they were laughing at me in the background Sam kept putting his hand over the phone and they would start laughing and he then came back and gave me the information finally, but made me so mad I decided to really go with another company. I not only felt angry but very upset that your employees could not at least be profiessional and not laugh at me and take the lords name in vain really upsetting,just because I am not already aware of how a rollover works. tHEN Sam tells me to hold and HANGS UP AGAIN on me!!!!! Not only did he try to make me feel stupid, but he acted like I was bothering him to even help me in the first place. Thank Sam and his coworker for losing a customer ( the John Hancock 401k will now be rolled over to another company.)
Edward Salinas

Posted by Ripped Off


Had a life insurance policy, which I had had since 1972, converted to an annuity in 2011. the payments for the life insurance policy can for After Tax money.I wrote them a check each year. The premiums that I paid on the life insurance policy amounted to about $5,000 dollars. The interest dividends for each year I put on my tax returns. That amounted to about $6,000 dollars. So I'm thinking, the $11,000 has already had taxes paid on it. the annuity made about $2,000 dollars from 2011 to 2016. I went to a financial adviser in 2016 and he recommended to transfer it to an IRA. So we did that. I received my 1099-R form for my 2017 taxes and John Hancock has the ALL $13,000 dollars is taxable! These people are thieves. I have spent hours on the phone trying to find out why ALL of it is taxable. The only answer I have gotten is "our tax base analysis" says it taxable. I cant any further explanation. I've talked to multiple people, annuities, life insurance, archive life insurance, then they sent me back to annuities. One of the life insurance people even said that the $5,000 was in premiums from the life insurance policy. But they insist that it is taxable. I'm paying thousands in taxes and fees for their screw up. Run if anyone approaches you about getting insurance!

Posted by Anonymous


I have not received my annuity for February yet. I usually getit a few days before the end of the month. My name is Jack Porter and my SS

Posted by Anonymous


Changed automatic withdrawal from one account to a new account, now money is being withdrawn from both accounts and twice in one month from one account, causing overdraft charges on one account. If you call 800 number, you get someone in a foreign country, who is hard to understand (the way of it in the good ole US of A now). Finally reached someone who was supposed to send me a form to correct the situation, but guess what, ao form, surprise! Can you sense my agitation at this all day on and off again event?

Posted by Ed


TERRIBLE - Called 6 numbers and cannot talk to anyone.

Posted by candi


Problem with J Hancock Retirement Services Plan..
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.
Followup to the above--as of 8/12, no action has been taken on my file, so I called the number and spoke with Josh who indicated he will try to expedite, and took my number (again) and said I should receive a call within 48 hours. This after I indicated this was a severe emergency--I understand that is the guideline, but frankly in an emergency situation, and one where I have called numerous days, to hear that it could take 2 days for someone to call, is a slap in the face! No one there cares about the customer, and the inability to reach anyone who has the power to do something is exceedingly frustrating.

Posted by caneuman


Aside from the fact that your site shut down on me just as I finished my complaint, which is extremely aggravating, especially since I am very upset already...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.
SECONF 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.

Posted by LTC Larry


Looks like I'm out about $18,000 in LTC premiums. I decided to convert my policy to a Paid Up LTC Policy. Response: Oh, you didn't elect the option to be able to do that when you signed up for your policy. Then I decided to cash out on the premiums paid as clearly stated in writing in the policy. Response: Oh, you didn't elect the option to be able to cash out on your premiums when you signed up for your policy.
Unbelievable. No wonder their rating is in the tank and the BBB has many unresolved complaints. Nothing short of Corporate robbery.

Posted by Thiswillbeyouinfuture


Regarding Life Insurance Claim; Parent passed away two months ago and I have called their customer service numerous times. At 1st, they explained that it was tax season and additional time needed due to excessive paper flow. Next call 2 weeks later stated all paperwork looks to be complete but waiting on final approval for issuance of death benefits and could be up to 20 total day. Next call, still no check, 4 weeks in and looks like everything in order and customer service rep said she will expedite the claim. Called again and agent (first clear English speaking person I have spoke to there, stated he was going to call the account manager and tell them they needed to act as this has been here too long. Obviously the check still has not been cut. Sad thing is, the policy is for 5,000.00 which does not come close to what the funeral home cost were.

Dealing with this type of horse crud is not what our family needs to deal with after losing a love one. John Hancock once was a solid named company that people felt strong about but now they have reduced themselves to just being another horse and pony show who could care less about those who are grieving. My suggestion to those who think that John Hancock will take care of their obligations once you pass... Find a different insurance company because the undue hardship we are feeling will be felt by those you leave behind. Sad, this whole country has gone to sh*t and nobody cares about anything but themselves. I will now have to call the funeral home once again and tell them that they will get paid someday.. I just don't know when.

Posted by Sharonhs


My mother had three policies totaling $2,500 that have been paid in full for over 50 years. Her estate has been trying to get payment. We submitted the documents and every time we call to see when the claims will be processed the wait time gets longer. First they said it would take 10 - 15 days. After 15 days they said it would take 20 - 30 days. Today at 30+ days they now say it is 25 - 35 days. Customer service said last week they would put in a request to have it expedited but that has done nothing. This is the last piece of my mom's estate that has to be resolved and it is ridiculous that it is taking so long for such a small payout. All of the other banks/companies process claims immediately.

Posted by one unhappy son


paid for a policy for 25 years for a total of $45,000.00... needed to access long term care and was completely denied by John Hancock. thieves!

Posted by Anonymous


I was into my account an hour ago and was logging out when my Hot Spot Wi Fi decided to cut me off at the same time, therefore I don't know if I am logged out or not. I keep trying to get back into my account and I receive error messages from John Hancock. At this point I cannot get into Hancock account at all. How do I resolve this problem..
I purchased a John Hancock Life Annuity on August 17 2010.

Donald R. Lewis

Posted by sjoan


My father has a long term care policy with JH. He is in benefit mode and has been receiving reimbursements for his stay at an ALF for a little over a year now. At first I was so very impressed with JH and their claims division. It was easy to get a real human being on the phone, they were polite and efficient and the reimbursement checks came in like clockwork, no later than 15 days after the billing month ended. Now, since about January, it has become a nightmare. They are inept, inefficient, rude and, apparently, not in the USA any longer. I email them the invoice from the ALF (as instructed), I get about 6 auto-generated emails confirming receipt, but come the middle of the next month when I call to check on the status of the claim, I'm told they received no claim. A woman in claims told me to send her the invoices directly. I started doing that, but had the same issue. So we've gone from getting the reimbursement check within two weeks of the following month to not getting it at all. Now I'm told that it takes 40 business days to process a claim. Really ??? Since when???? Since claims was shipped out of the continental USA???? I and been so impressed with JH at the beginning that I bought a policy for myself. Now I deeply regret going with JH and will start to explore other companies.

Posted by Anonymous


You Are Not At All Helpful And Find It Difficult Speaking To People Abroad And Not Here In Our Country So That I Can Understand Them And Myhself

Posted by MadAsHell


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.

Posted by TBC


Customer Service in Canada is some of the worst I have encountered in a very long time. To date I have called them 6 times, spoke to 6 CRSs, called corporate and I am still waiting for a satisfactory answer.

Posted by Anonymous


I am so upset with customer service of John Hancock. I have serval policies with this Company that I took out in 1997 and 1991. The terms of have changed but I can't reach a person to discuss the changes.

Posted by Anonymous


would you please put a customer service # that we can understand and talk to a live person

Posted by silvergreek


My financial advisor recommended John Hancock for a hybrid policy. My criteria was QUALITY and reputation. After medical exams, etc., over 4 months, I was approved, I was a pilot and am not currently flying and do not plan to fly. Specifically I asked if there was an aviation premium or waiver. My advisor received an email from JH saying no. I was covered. I signed the forms and last week I was told that there were 2 emails from JH, one, we received and another we did not review stating there was an aviation exclusion. The 2nd email was never sent to us, and now when we are ready to execute the policy, JH has changed the policy. I call this bait and switch. I have called JH several times and no one has returned my call. The agent has no capability of answering thsi question as to why I was given the run around.

Posted by L Adams


I wish I had looked at the comments below before filing for long term health care insurance with John Hancock. After being denied insurance because I have arthritis. (I'd like to seen anyone 60 years old who does not have arthritis), however, they did me a favor by saving me a lot of money on a company I no longer trust. You see, they sent my denial letter with a medical diagnosis to my financial adviser. My financial adviser......hmmmmm. Now why did they do that? Well it seems they think I would actually ask my financial adviser about anything regarding my medical history. Not my doctor, but my financial adviser???. The letter was addressed to me, but sent to him. I accused them of violating my HIPPA rights, and they said I signed a disclosure form allowing them to do this. Let me tell you, they will not proceed with your application without this form, because I tried, and got a letter saying that I HAD to sign and date it. This is a HIPPA violation as far as my doctor, hospital admitting staff, dentist and any other medical professional I asked about it is concerned. This is serious, and apparently John Hancock thinks they are justified to use unethical practices. At the very least, be very aware that they have absolutely no regard for your privacy, and because they are the giant they are, feel they can do whatever they want. Beware people. Go elsewhere for you insurance. I challenge John Hancock to contact me to address this situation. I'm betting they won't. The above statement "as always, your information is kept completely confidential" is a joke.

Posted by Anonymous


Was contacted by letter by JH regarding my deceased wifes annuity or they would send to my state as undeliverable. Contacted them by phone over 6 months them requesting several verifications and auto deposit forms. There is no one to answer when the checks will begin, only forwarded requests that someone contact us. There are letters sent to us which we do not receive which cannot be read by customer service over the phone. Big run around, hope they pay off our claim soon.

Posted by Leealbrt


we are infuriated with the circus clowns that have given us the absolute run around with trying to collect on our mothers life insurance policy. We've been told 4 times over the last two months that "the checks were being sent out", only to wait and wait and wait. My recent conversation with Vivian Steele, who claims to be a supervisor, was akin to speaking with a little child; I had to tell her how to do her job, to check to see if she could get an updated status, etc. etc. She has (this will be the 5th time) assured us that the "check would go out today/be received by Monday", which of course now is absolutely laughable. We've put a call through to Andrew Arnott, CEO (we'll see if he gives a damn about customer service), and are in the process of filing complaints with the BBB as well as the state insurance commission. This is NOT a customer service oriented company by any plausible definition. Anyone looking for life insurance should look elsewhere, and in fact, anywhere else.

Posted by mvsprogrammer


Unable to get contract annualized

Had sent in all required information needed to get contract annualized but when I called back to check on status they say they are missing my proof of age. I had sent them a copy of my drivers license which they said was acceptable. Then each time I call to check on the status and this was every week for 4 weeks I was told that they don't have my proof of age. I tell them they have it and when they check I get told that they have everything needed and it would be processed. Then I call back in a week and get the same run around that they need my proof of age. Finally decided to call my agent who sold me the contract for resolution. Hopefully it will get resolved. How can they say that they have everything needed to process my request then keep telling me they need what they already have. Is this some sort of scam or they just don't want to pay out the annuity.

Posted by Anonymous


After 3 requests to track a life insurance policy held by my deceased mother, I was told they cannot locate any information even after extensive information provided. There are considerations which must be made with a CONVERSATION with someone rather to receive the general "corporate response". With my extensive years employed by 2 insurance companies over 31 years, I need your company to go deeper into locating her policy. A letter found by a sibling which names me as beneficiary and no other siblings know about the policy. I don't want to take too much time and words in this short message to go into detail and there is much detail to discuss. Can someone contact me at please? I would appreciate the time you take in resolving this problem. Thank you.

Posted by Coupe from Ohio


An open letter to the manager of Customer Service at John Hancock--- if you are in fact the individual with final hiring authority for this department, then it is certain you will eventually be terminated. As well, you should be for assembling an incredible collection of just plain awful phone personal. The people in this so called customer service department are arrogant, and even worse clueless, on any matter presented to them. It is not a pleasant experience calling this place. As a retired executive Recruiter,I can only imagine that the replacement opening for the supervisor hs already been authorized to an executive serach firm. it's a start.

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