John Hancock Life Insurance Company (USA)

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The bank confirmed that the premium check had been sent to JohnHancock John Hancock employees just haven't located it During the conference call between John Hancock, the bank and myself, the bank stated that the amount the check was issued for would be credited back to my account IF it was not cashed byMarch I will not consider the issue resolved until the correct amount has been credited back to my account and a new payment has been confirmed by John Hancock Regards, [redacted]

Dear Revdex.com, We apologize for not submitting a response to this complaint sooner A John Hancock representative has made multiple calls to the complainant, since we were first notified of the complaint, to explain the reason why he is not eligible for a distributionHowever, the complainant has not returned our callsAs per the Plan Sponsor (the employer) the participant is still an active employee is not yet eligible to take a distributionSincerely, [redacted] ***

Good afternoon A message was left today for the consumer at the phone number provided, which included my name and direct contact information We sincerely regret the frustration which Ms [redacted] has experienced while attempting to reinstate this policy All notices are mailed to the address of record At the time of the lapse, the policy was paid to March The Company has agreed as a one-time courtesy to reinstate the policy upon receipt of the $134.88, without submitting the required reinstatement applicationA day grace period is contractually provided when a policy is active We will extend the payment due date to Friday, June 9th, This means that the payment must be received in our office no later than June 9th The epay and wire options have been previously provided to Ms*** Ms [redacted] may also submit a payment to the overnight mailing address below: John Hancock Insurance Services Life - Post Issue [redacted] *** [redacted] The policy number should be included on her check, along with the words "reinstatement cost"If the payment is not received by June 9th, 2017, then Ms [redacted] will be required to complete a reinstatement application, which will require Underwriting approval if she wishes to maintain her coverage Should Ms [redacted] have additional questions regarding this matter, she may contact me at [redacted] Sincerely, [redacted]

Thank you for bringing this matter to our attention John Hancock Insurance Agency, Incis a distributor of travel insurance The insurer that underwrites the travel insurance for this program and who is responsible for the claims decisions and payments is [redacted] *** [redacted] [redacted] has reviewed this claim once again and we understand that it will be paid in full due to the extenuating circumstances US Travel & Strategic Initiatives

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I no longer want to be apart of the John Hancock Retirement company at allI had a true emergency and instead of trying to help I was told basically "too bad!" So I DO NOT want to do business with the company at all anymoreThey have almost $of my money and telling me I cannot use itI needed a tooth pulled that I was unable to have done and it ended up even more infected so I had to go without power to pay for my tooth to get pulled because this company refused to do anything for me to help in my time of needSo again I say I WANT NOTHING TO DO WITH JOHN HANCOCK Regards, [redacted]

Dear Revdex.com:The death benefit transaction has been processed and a claim check is being mailed to the Funeral Home today, June 21, 2017.Thank you.JH Compliance

We have contacted this participant to assist and address his complaintThe participant was appreciative about our explanation and cooperation

This letter is in response to your correspondence of February 12, regarding the subject fileThe company has contacted the complainant and provided a detailed explanation regarding the issueThe complainant indicated that a follow up will be made with our Company when the funds are re credited by her banking institution

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

We are writing in response to your correspondence received in our office on October 24, The policy in question is a Whole Life insurance policy on the life of [redacted] , issued on November 1, 1971, with a basic face amount of 5,Our records show the beneficiary as [redacted] -wife if living, otherwise children born of the marriage-equally or to the survivorsWe understand from your letter beneficiary's are looking for a status on their death benefit claim on the above mentioned policyWe appreciate this opportunity to review our file and provide the clarification requestedOur review has determined the death benefit claims received in June 15, are pending receipt of the insured's death certificate and completed Children Born of the marriage AffidavitNotification was sent to Ms [redacted] on July 6, after a claims analyst conduct an internet search, locating a copy of the insured's obituary which confirmed the spouse had predeceased the insured, thus we no longer require a copy of her death certificateAdditionally, the records show we advised Ms[redacted] and her siblings on October 3, that we have not received the insured's death certificate and affidavitwe can not proceed with payment until all required forms have been received in good orderMs [redacted] called October 17, to advise our claims department that the death certificate was included with the claim forms package received on June 15, We again reviewed the file documents, and found No record of receiving the required death certificates, or AffidavitEach person who submitted a death claim form has been sent another follow up letter today informing them of their claim status and reiterating the need for these documentsUpon receipt and confirmation the forms are deemed to be in good order, we will proceed with processing their claimPlease note, when the death benefit is calculated any loan interest applied to the loan after the insured's date of death will be adjusted, the loan and loan interest deducted from the death benefit payment will be that which was owed at the time of deathWe trust the information provided is responsive to your inquiryShould you have any further questions, or concerns regarding policy, please do not hesitate to contact me directlyThank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[The business did not provide information that led to the location of the check we had sent electronically Instead, they insisted that we had incorrectly sent the check to the wrong address When we asked for the correct address we were told that it did not matter which address we used The business also informed us that they could not contact the bank without having us on the phone, yet we had previously been asked on two occasions for the bank information so they could research the matter On our last interaction the representative finally set up a conference call with the bank We were told that the check had not been cashed and the funds would be recredited to our account at the end of days We told the business that we would not issue a new check until the funds were recredited.The incompetent and unprofessional treatment by the business associates has made this issue to remain unresolved
Regards,
*** ***

Good afternoon. We have received confirmation from UPS that the reinstatement application was delivered to Ms*** today. UPS Tracking number ***. This was the information Ms*** was waiting to receive. Thank you, *** ***

We are writing in response to your correspondence received in our office on December 8, The polices in question are Long Term Care policies for the benefit of *** *** & *** ***s policy was issued effective June 1, ***'s was issued effective July 1,
We understand recently there was an error with thew automatic bank withdrawal to cover the premium due for Mr***'s policyWe have adjusted our administrative files accordingly and issued a refund check in the amount of to Mr***We have spoken with the policyholder and have sent written confirmation as well, apologizing for any inconvenience this may have causedAdditionally, we ask if this transaction resulted in any bank overdrafts fees, for them to submit a copy of the account statement for reimbursement considerationWe trust the information provided in responsive to your inquiryshould you have any further questions, or concerns regarding the policy, please do not hesitate to contact me directlyThank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I am rejecting this response because I won't have the funds by Friday, June 9, 2017. I left a message for Ms*** to send me the reinstatement application. I will accept the response once I receive the reinstatement application
Regards,
*** ***

We have corresponded with the participant to clarify the situation and the request has been processedIssue resolved

Dear Revdex.com:The policy owner's bank confirmed that the check has not been presented for payment and will be re-credited to the customer's bank account by March 12, 2017. The bank further confirmed that the check does not reflect any identifiable information such as the policy owner's name or policy number. As a courtesy, the Company has suspended the premium payment to March 15, 2017. Sincerely,

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The bank confirmed that the premium check had been sent to JohnHancock.  John Hancock employees just haven't located it.  During the conference call between John Hancock, the bank and myself, the bank stated that the amount the check was issued for would be credited back to my account IF it was not cashed byMarch 14.  I will not consider the issue resolved until the correct amount has been credited back to my account and a new payment has been confirmed by John Hancock.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I no longer want to be apart of the John Hancock Retirement company at all. I had a true emergency and instead of trying to help I was told basically "too bad!" So I DO NOT want to do business with the company at all anymore. They have almost $300 of my money and telling me I cannot use it. I needed a tooth pulled that I was unable to have done and it ended up even more infected  so I had to go without power to pay for my tooth to get pulled because this company refused to do anything for me to help in my time of need. So again I say I WANT NOTHING TO DO WITH JOHN HANCOCK
Regards,
[redacted]

Dear Revdex.com:The death benefit transaction has been processed and a claim check is being mailed to the Funeral Home today, June 21, 2017.Thank you.JH Compliance

Good afternoon.  A message was left  today for the consumer at the phone number provided, which included my name and direct contact information  We sincerely regret the frustration which Ms. [redacted] has experienced while attempting to reinstate this policy.  All...

notices are mailed to the address of record.  At the time of the lapse, the policy was paid to March 2017.  The Company has agreed as a one-time courtesy to reinstate the policy upon receipt of the $134.88, without submitting the required reinstatement application. A 30 day grace period is contractually provided when a policy is active.  We will extend the payment due date to Friday, June 9th, 2017.  This means that the payment must be received in our office no later than June 9th.  The epay and wire options have been previously provided to Ms. [redacted].  Ms. [redacted] may also submit a payment to the overnight mailing address below: John Hancock Insurance Services Life  - Post Issue [redacted]   [redacted]
[redacted] The policy number should be included on her check, along with the words "reinstatement cost". If the payment is not received by June 9th, 2017, then Ms. [redacted] will be required to complete a reinstatement application, which will require Underwriting approval if she wishes to maintain her coverage.  Should Ms. [redacted] have additional questions regarding this matter, she may contact me at [redacted]. Sincerely, [redacted]