John Hancock
Public-record file on John Hancock's long-term care insurance business. Four grounded metrics, every figure linked to source. Updated quarterly.
- NAIC #65099 — John Hancock Life Insurance Company
- NAIC #65838 — John Hancock Life Insurance Company (U.S.A.)
- NAIC #93610 — John Hancock Life & Health Insurance Company
1. NAIC Complaint Index
VERIFIED VALUE
1.01
Kansas DOI LTC Complaints Report · 2024
John Hancock Life Insurance Company (U.S.A.) — NAIC 65838
Reported in the 2024 Long-Term Care Complaints Report from the Kansas Insurance Department. An index of 1.0 represents the average ratio of complaints to share of business in Kansas. This is a state-level index, not a single national index — readers should not assume comparability across carriers without controlling for state market share. The Kansas report listed John Hancock Life & Health (NAIC 93610) with a complaint index of 100.35 in the same dataset, which appears to be an outlier reflecting low denominator (small written premium) rather than service quality; we have flagged it but not surfaced it as a primary metric.
Source: Kansas Insurance Department, 2024 Long-Term Care Complaints Report
2. Sales status
Discontinued standalone individual LTC effective December 2, 2016 (final issue/payment deadline February 10, 2017). Continues to underwrite the Federal Employees Group LTC Insurance Program (FLTCIP); however, new FLTCIP enrollments have been suspended since December 19, 2022 and the suspension is extended through December 19, 2026.
HYBRID PRODUCT OFFERED
LifeCare — Indexed Universal Life with Long-Term Care benefits
Source: Multiple — including John Hancock and OPM FLTCIP announcements
3. Rate-hike history
| State | Year | Approved | Affected | Context & source |
|---|---|---|---|---|
| Maryland | 2025 | 29.9% Requested: 41.8% |
— | John Hancock Life Insurance Company (U.S.A.) requested an average 41.8% increase (range 39.4%–55.5% by inflation option). Final approved average: 29.9%. Filing was part of a triennial comprehensive LTC experience study. Maximum annual increase phased not to exceed 15%. Source: Maryland Insurance Administration filing |
| North Carolina | 2024 | 25% | — | Reported 25% annual increase, with additional 25% increases projected annually for at least three more years. Source: North Carolina policyholder reports + agent advisories |
| New Hampshire | 2022 | phased, capped at 20% per year | — | NH Insurance Department approved John Hancock rate increases in 2021–2022. NHID regulations cap any single-year policyholder increase at 20%. Source: New Hampshire Insurance Department |
SUMMARY
John Hancock has implemented ongoing in-force rate actions on traditional LTC policies across many states from 2022–2026, typically phased over multiple years with state-imposed annual caps (15%–20%).
4. Block size
IN-FORCE PREMIUM RANKING
Top 5 carriers for stand-alone LTC in-force premium
As of 2024 NAIC LTC Experience Reporting Forms
Specific in-force lives or premium for John Hancock alone are not publicly broken out by the company.
Industry context: Industry total: ~5.8 million individuals with stand-alone LTC coverage at year-end 2024
Source: Milliman LTC Experience analysis (2025); Older 2011 figure cited: ~1.235 million in-force policies
METRICS DELIBERATELY OMITTED
Claims-paid ratio, denial rate, average elimination period, and lawsuit count are not on this page because they are not reportable per-carrier from public sources. See the Carrier File methodology for the full omission explanation.