On Carriers and Service

Believe it or not, I don't really expect perfection from carriers. I do expect a level of service commensurate with their overall reputation; that is, I generally expect a carrier with an excellent reputation to provide excellent service. And, for the most part, this has been my experience.Sometimes, though, even the best carriers fail to live up to that lofty goal, as was recently the case with John Hancock, specifically their Long Term Care insurance arm:Some 20 years ago, I sold a policy to a very nice gentleman who eventually moved to another state, and who has been on claim for several years. The plan had two "buckets:" one for facility care, and one for home care. He has exhausted his facility care benefits and his children are attempting to determine if there's a way to access the home care benefits.Seems simple enough, no?When I originally reached out to JH in early February, I was looking for specific info on a 20 year old policy. The service rep with whom I spoke told me that she had to "research the archives" to find the answers to my questions, and would email them to me in the next day or so. I did hear from her two days later, with the message that she was "still gathering necessary documents and information needed for this policy." It would be another week or so before I heard from her again, and the information she shared did not fully answer my questions.In the meantime, I had called the service number again, and got another rep who had no trouble pulling up ...
Source: InsureBlog - Category: Medical Lawyers and Insurers Source Type: blogs