Update by user Feb 29, 2020 John Hancock reviewed our case and determined in our favor. The company reinstated my mother's long term care insurance and paid back months of bills. It was a frustrating process and impossible to talk to a management-level decision maker. I don't know why they changed their minds but very happy they did the right thing by us. Original review posted by user Jul 21, 2019 Please beware of this company that preys on the elderly! My parents have been paying into their JH long term care plan since 1997. This last year, while tending to my father as he was dying, my 83 year old mother became eligible to start her long term care payments. But because during this time of stress she lost track of her account and missed 4 payments, the account was reduced so she can only recoup 20% of what she paid into it. So she paid $42,000 into the account over 21 years, and now that she is in assisted living and needs the income she has been paying for, the most she can receive back is $8400, which covers about 2 months. Please read the fine print and make sure someone is managing your account if you go with this company. But better not to take on John Hancock because if you slip up one time, you will lose.