John Hancock Life Insurance Ratings

Ranked No. 5 Overall

Customer Satisfaction Ratings (based on 100 survey results)

Product

Life

Overall

87.47 out of 100

Product	HOW WE WEIGH OUR SCORE Price 50% Customer service 40% Website and app 5% Recommend 5% Overall	Customer Service	Value for Price	Website and Apps	% Who Would Recommend to a Friend	WHAT IS THIS RATING? A.M. Best's Financial Strength Rating is an independent opinion of an insurer's financial strength and ability to meet its ongoing insurance policy and contract obligations. A.M. Best's rating is NOT used to calculate the overall score but it is important information to consider when choosing an insurance company. AM Best Financial Strength Ratings October 31, 2019
Life	87.47 out of 100	Customer Service 87.20	Value for Price 88.20	Website and Apps 84.84	% Who Would Recommend to a Friend 86%	A+

AM Best Financial Strength RatingsOctober 31, 2019

A+

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Reasons for Buying from John Hancock

Customers of John Hancock originally decided to purchase from the company for these reasons:

Offered best price	21%
Reputation	18%
Recommended by friend or family member	16%
Other	11%
Saw online ad	10%
Was the company my parents had	8%
Financial Strength rating	7%
Saw TV commercial	5%
The company website and mobile apps are easy to use and helpful	3%
I had other insurance with this company	1%

How likely are you to recommend this company to a friend, coworker or family member?

I probably would recommend this company. 45%

I would definitely recommend this company. 41%

Neutral 12%

I probably would not recommend this company. 2%

I would not recommend this company. 0%

What kind of insurance do you have?

Term 36%

Permanent, including whole life 35%

Both 28%

Other 1%

How much do you pay annually for your life insurance policy

$750-$999

23%

Less than $250

17%

$1,250 - $1,499

10%

$1,500 - $1,749

10%

$500-$749

$2,000 - $2,249

$1,000 - $1,249

$1,750-$1,999

$4,000 or more

$250 - $499

$2,250 - $2,499

$2,500-$2,749

$2,750-$2,999

$3,000-$3,249

$3,250 - $3,499

$3,500-$3,999

Website and Apps

How easy to use and how helpful they are

43%

Satisfied - Fulfills my needs okay

37%

Completely satisfied - Gives me what I want and more

Never visited or used website or mobile app

Neutral - No good or bad feelings on this

Not Satisfied - Is not a good website or app

Very unsatisfied - Their digital offerings are not good at all or nonexistent

How You Prefer to Deal with Insurers

37%

Phone

27%

In person

26%

Interactive website

Mobile App

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About John Hancock

Products offered:

Vitality Program
Term life insurance
Universal life insurance
Indexed universal life insurance
Variable universal life insurance

Additional products offered:

John Hancock Vitality Program
Long-term care insurance
Retirement plans
529 Savings plans
Investment accounts

Best Life Insurance Companies 2020: How John Hancock Life Insurance Compares

John Hancock had a respectable showing in the 2020 Best Life Insurance Companies survey with a score of 87.47, which gave it 5th place overall. The company had a very solid showing as it also ranked 5th across the board for the individual metrics of value for price, customer service and ease of use for website and apps. A majority of surveyed policyholders, 86%, said they have already or would recommend John Hancock Life to others.

Gauging an insurance company

Before buying with a company it is wise to check on a company's financial strength and complaint record. The A.M. Best rating listed above gives you an idea of John Hancock's financial strength to pay claims. A complaint ratio can be found on the National Association of Insurance Commissioners (NAIC) site. The median complaint ratio from the NAIC is always 1.00. This means half of the insurers have a complaint ratio of under 1.00 and half have a ratio above. Basically, numbers lower than 1.00 are better with fewer complaints than the median and a number higher than 1.00 has more complaints than the median. For life insurance, John Hancock (NAIC# 65838) had a complaint ratio of 0.14 for individual life and 7.39 for group life for 2018. 2019 complaint numbers will be available in 2020.

Company Background

Innovation in life insurance

Since 1862, John Hancock has been providing leading insurance and financial service products including life insurance and mutual funds. Operating as Manulife Financial in Canada and Asia, it offers clients a diverse range of financial protection products and wealth management services through an extensive network of employees, agents and distribution partners.

The company has created a Vitality program as a way to save on life insurance premiums and receive rewards and discounts based on a healthy lifestyle. The more activities you complete, such as regular check-ups and staying tobacco-free, the better status you earn within the program -- earning you a better rate.

Contact information

Corporate headquarters

601 Congress Street

Boston, MA 02110-2805

Customer Service Center
1 John Hancock Way Suite 1350
Boston, MA 02217-1350
General: (800) 505-9427

Life insurance: (800)732-5543

Feedback of Surveyed Policyholders

Our survey asked policyholders to share experiences or give feedback that they would like to share with others looking to potentially buy from their current insurance company. Here's what they had to say:

Positive
Feedback
Neutral / Negative
Feedback

"Company staff is very supportive with customer to resolve issues"

-Age 18-36, Alabama

"They are providing best offers on their policies"

-Age 18-36, Arizona

"Great company and providing best to their customers"

-Age 18-36, Colorado

"I have good experience with them as they are very cooperative"

-Age 18-36, Colorado

"It was an awesome experience with this company"

-Age 18-36, Colorado

"Recommended by my parents. They are very happy with this organization."

-Age 18-36, Georgia

"Is an insurer that cares for the good of its customers and pampers them ad nauseam, always aware of their clients for good or bad."

-Age 18-36, Illinois

"They have great services at affordable prices"

-Age 18-36, New Jersey

"My insurer is excellent, has many benefits that I like."

-Age 18-36, New York

"They have easy to operate phone system and website as well"

-Age 18-36, New York

"A very good experience in everything"

-Age 18-36, Pennsylvania

"Easy to get policy, and make changes when needed."

-Age 18-36, Pennsylvania

"They are always there for me, on my side."

-Age 18-36, Pennsylvania

"Customer service is good"

-Age 18-36, Virginia

"John Hanocock is a great life insurance policy with low rates with their website is easy to navigate"

-Age 18-36, Virginia

"Tey always greet me by name and when I get them on the phone they are incredibly polite and kind. They help me as much as they can and always meet my needs"

-Age 37-52, Arkansas

"It meets the needs of my family and self."

-Age 37-52, California

"Good to increase financial strength."

-Age 37-52, Colorado

"Good company"

-Age 37-52, Connecticut

"Every time I talk to them they always are friendly and go out of their way to help me"

-Age 37-52, Florida

"Gave me good service for a long time"

-Age 37-52, Florida

"Like it and it has been around for a long time"

-Age 37-52, Florida

"That they do not have any hidden fees or try to take advantage of you."

-Age 37-52, Indiana

"Adequate provider with many years of insuring millions of American families."

-Age 37-52, Louisiana

"Good company"

-Age 37-52, New York

"Several family members had this company and recommended them. I find them easy to work with as far as coverage recommendations and for any questions I may have. They are reliable and have excellent customer service"

-Age 37-52, New York

"They understand the questions and needs of their clients They have an excellent customer service have a wide range of services and unique and different coverages"

-Age 37-52, New York

"They offer great coverage and a reasonalbe price"

-Age 37-52, Pennsylvania

"Solid company, fair prices, reliable service"

-Age 37-52, South Carolina

"Good to continue. Be with them for forever."

-Age 37-52, Texas

"I have never spoken on the phone with anyone, yet they have completely handled all of my needs and provided excellent information and service."

-Age 37-52, Texas

"Ccompany is providing fast and easy online process"

-Age 53+, California

"Good experience with this company as it provide good customer support"

-Age 53+, California

"Policy of this company is quite impressive and staff behavior is nice"

-Age 53+, California

"Provides various features and plans to choose from"

-Age 53+, California

"This company is providing me good policy and good claim process"

-Age 53+, California

"Established company that I like"

-Age 53+, Florida

"They gave me a great price"

-Age 53+, Florida

"Voluntary products to enhance benefits, a tradition of integrity, honesty and reliability and extraordinary claim service."

-Age 53+, Florida

"Is easy to contact and speak with the customer service."

-Age 53+, Illinois

"I like it, easy to get policy that I wanted"

-Age 53+, Illinois

"Fantastic response by the employees"

-Age 53+, Iowa

"Smooth going and experience of quality"

-Age 53+, Louisiana

"Easy to reach a real person and responsive"

-Age 53+, Massachusetts

"Here policy holder can save up to 10 percent of their annual premium and earn valuable rewards and discounts."

-Age 53+, Massachusetts

"I have been with them for 49 years. They keep me updated without hounding me. Their agents have all been great."

-Age 53+, Massachusetts

"Has been a good company to deal with our agent is very good and calls to check on us and if we need anything"

-Age 53+, Michigan

"Love this company very much"

-Age 53+, Michigan

"Return calls and emails in timely manner."

-Age 53+, Michigan

"They are always there if I need them."

-Age 53+, Minnesota

"Good company"

-Age 53+, Missouri

"Very reputable with great customer service"

-Age 53+, New Jersey

"They gave us a good policy that will cover what we want it to cover if something happens to us."

-Age 53+, New York

"They provide good benefits for survivors and are easy to work with and have good customer service."

-Age 53+, New York

"Choices were good before me and I selected the best"

-Age 53+, North Carolina

"Fantastic company to buy from"

-Age 53+, North Carolina

"John Hancock life insurance with vitality is affordable and accessible for people with diabetes."

-Age 53+, North Carolina

"Easy to claim, different from others."

-Age 53+, North Dakota

"Easy to deal with company; fees are low; no problems"

-Age 53+, Pennsylvania

"I have had insurance with them for a lot of years and I have had no problems."

-Age 53+, Pennsylvania

"Long time account with them. Good service"

-Age 53+, South Carolina

"Professional attitude is what I like"

-Age 53+, South Carolina

"Decision of purchasing plan from this company proved to be good"

-Age 53+, South Dakota

"Just been a long time customer and like them"

-Age 53+, Tennessee

"Honest and good reps to ask questions to"

-Age 53+, Texas

"This company is good but its not able to build their reputation in market"

-Age 18-36, Arkansas

"Their process make me irritating"

-Age 18-36, California

"They always give conflictong info on the phone, through email and in writing"

-Age 18-36, Connecticut

"They are OK. Could be better."

-Age 18-36, North Carolina

"Everything same has been fine with them no issues to challenge it"

-Age 18-36, Pennsylvania

"They are ok, provide good coverage"

-Age 18-36, Wisconsin

"They offer fair pricing nothing grand about them"

-Age 37-52, California

"John Hancock has had little interaction with me since bought the policy."

-Age 37-52, Florida

"Suited as per needs"

-Age 37-52, Hawaii

"Reputed company, no need to recommend."

-Age 37-52, Kentucky

"Very big company and hard to reach a live person in a timely manner"

-Age 37-52, Ohio

"Application of the company is very informative"

-Age 53+, California

"Haven't had contact with them in a long time"

-Age 53+, Connecticut

"Slow when processing a claim, otherwise nice experience."

-Age 53+, Delaware

"I haven't had any interactions with the company yet other than signing up for the insurance by mail so I don't have any experience to share"

-Age 53+, Indiana

"Just normal support"

-Age 53+, Kentucky

"Thinking I am not able to recommend anyone."

-Age 53+, Michigan

"A bit high on premiums but otherwise ok"

-Age 53+, New Jersey

"They really help with explaining exactly what you need and help you understand the policy when purchasing"

-Age 53+, New Jersey

"The insurance company will make decisions in the insurance company's best interest"

-Age 53+, North Carolina

"Don't like it. Slow service"

-Age 53+, Rhode Island

"Meets all our needs"

-Age 53+, South Carolina

"Don't think much just buy a plan from them"

-Age 53+, South Dakota