For Immediate Release - June 21, 2013

Life Insurance Company to Pay More than $40,000 Over Claims of Providing Incorrect Coverage Information to Consumers

BOSTON – John Hancock Life Insurance Company has agreed to pay more than $40,000 to settle allegations that it provided erroneous information to consumers who inquired about their coverage under certain long-term care policies, Attorney General Martha Coakley announced today. 

The AG’s Office filed an assurance of discontinuance in Suffolk Superior Court Wednesday alleging that a technical error with John Hancock’s policy production system caused it to send incorrect forms to policyholders, misinforming them of coverage levels for assisted living residences.

“Consumers must receive accurate information so that they can avoid being trapped in a policy that doesn’t best provide for their needs,” AG Coakley said. “We are pleased that John Hancock has agreed to provide full coverage and restitution to the consumers who were misinformed.”

The erroneous forms provided by John Hancock allegedly included coverage details indicating that the company would provide an Assisted Living Residence Daily Benefit equal to 100 percent of the policyholder’s Home Health Care Daily Benefit.  Under the terms of the consumers’ actual policies, John Hancock in fact only provided an 80 percent Assisted Living Residence Daily Benefit.

A total of nine consumers were given the incorrect information, kept their policies in place, and entered assisted living residences only to receive the 80 percent coverage level. Under the settlement, John Hancock will provide these policyholders with the right to receive the retroactive reimbursements needed for 100 percent coverage, totaling more than $40,000 for prior care. The settlement also applies to future claims.

John Hancock cooperated with the AG’s Office throughout this investigation.

This investigation was handled by Assistant Attorney General Lydia French of the Attorney General’s Insurance and Financial Services Division.


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