ALBANY, New York, Aug. 29 -- The New York State Department of Financial Services issued the following news release:

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- Guide Ranks Insurers by Consumer Complaints, Internal Appeals, Grievances, Dispute Resolutions and Quality of Care

- DFS is Committed to Providing Information to Help New Yorkers Choose the Best Insurer for Their Needs

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Superintendent of Financial Services Linda A. Lacewell today announced that the Department of Financial Services (DFS) has released the 2019 edition of the New York Consumer Guide to Health Insurers, an annual guide that is part of DFS's ongoing efforts to protect New Yorkers, help them make informed choices about health insurance providers, and ensure that New York State's health insurance market remains strong.

"DFS remains committed to empowering New York consumers by providing objective information they can use to make the best decisions when choosing a health insurance company," said Superintendent Lacewell. "The 2019 guide is a comprehensive resource, providing data in a variety of significant categories, including complaints and quality of care."

The New York Consumer Guide to Health Insurers ranks insurers by complaints, internal and external appeals, grievances, and dispute resolution, as well as by quality of care in various categories such as child and adolescent health, women's health, adult health and behavioral health. It also includes information on health insurers' accreditation, and resources such as contact information for insurers, how to make a complaint and how to apply for health insurance offered on New York's health insurance marketplace.

The guide lists the following information:

* Rank: Each health insurance company's rank is based on the number of prompt pay complaints upheld, relative to the company's premiums. A lower number results in a higher ranking. A higher ranking means that the health insurance company had fewer complaints relative to its size.

* Total Complaints: This represents the total number of complaints closed by DFS in 2018. Complaints typically involve issues about prompt payment, reimbursement, coverage, network adequacy, benefits, rates and premiums.

* Total Prompt Pay Complaints: This is the total number of prompt pay complaints closed by DFS in 2018. Large health insurance companies may receive more complaints because they have more members and pay more claims than smaller health insurance companies.

* Upheld Prompt Pay Complaints: Number of closed prompt pay complaints where DFS determined that the health insurance company was not processing claims in a timely manner. Prompt pay complaints upheld by DFS are used to calculate the prompt pay complaint ratio and ranking.

* Premiums: This ranking represents the dollar amount generated by a health insurance company in New York State during 2018. Premiums are used to calculate the prompt pay complaint ratio so that health insurance companies of different sizes can be compared fairly. Premium data exclude Medicare and Medicaid.

* Prompt Pay Complaint Ratio: Number of prompt pay complaints upheld divided by the health insurance company's premiums.

If you have a problem with your health insurer, first contact your insurer's Member Services Department. If the problem is not resolved to your satisfaction, call the appropriate state agency for assistance.

For issues concerning payment, reimbursement, coverage, network adequacy, benefits and premiums, contact:

New York State Department of Financial Services

Consumer Assistance Unit

Phone: 800-342-3736

Email: [email protected]

Online: www.dfs.ny.gov/complaint

For denials of coverage of health care services because a health insurance company considers them experimental, investigational, not medically necessary, a clinical trial, a rare disease treatment, an out-of-network service or, an out-of-network referral, contact:

New York State Department of Financial Services

New York State External Appeal Division

Phone: 800-400-8882

Email: [email protected]

Online: www.dfs.ny.gov/complaints/file_external_appeal

For issues concerning HMO quality of care, contact:

New York State Department of Health

Managed Care Complaint Unit

Phone: 800-206-8125

Online: www.health.ny.gov/health_care/managed_care/complaints/index.htm

For issues concerning insurance fraud, contact:

New York State Department of Financial Services

Insurance Frauds Bureau

Phone: 888-FRAUDNY | 888-372-8369

Online: www.dfs.ny.gov/complaints/report_fraud

Under federal law, if you receive health coverage through a self-insured plan covered by ERISA, New York consumer protections and insurance laws do not apply. If you have a complaint regarding a self-insured plan, contact:

United States Department of Labor

Employee Benefits Security Administration

200 Constitution Avenue, NW

Washington, DC 20210

Phone: 202-693-8700 | 866-444-EBSA

Online: www.dol.gov/agencies/ebsa

A copy of the 2019 Consumer Guide to Health Insurers (https://www.dfs.ny.gov/consumers/health_insurance/guide_2019) can be found on the DFS website.

BOSTON -- John Hancock announced enhancements to both its Protection IUL 26 product and its term life insurance portfolio, expanding the range of options available to financial professionals helping clients address evolving long-term planning needs.

The company said the enhancements are intended to provide greater choice, growth potential and flexibility, allowing advisors to tailor protection strategies for different life stages while giving clients options to adapt coverage as their needs change over time.

Aligned with John Hancock's broader strategy to support customer health, wealth and financial well-being, the enhanced products strengthen the company's protection portfolio and provide financial professionals with additional ways to address a broad range of planning needs.

The company also cited findings from its 2025 Longevity Preparedness Index, developed with MIT AgeLab, which found that U.S. adults scored an average of 60 out of 100 in overall preparedness for longer lives.

“Financial plans are not one-size-fits-all. Today's consumers want confidence that their protection strategy can help support their loved ones for the long term, while also providing opportunities for future value growth in a way that works for them and their loved ones,” said Hector Martinez, head of insurance at John Hancock.

The updated Protection IUL 26 solution includes new optional guarantees and indexed growth features designed to give clients additional flexibility and choice.

John Hancock also announced enhancements to its term insurance portfolio, offering three options ranging from protection-focused coverage to solutions with expanded conversion flexibility. The company said the updates are intended to help financial professionals better align coverage strategies with individual client goals and provide clearer pathways from temporary protection to permanent insurance as needs evolve.

“Term insurance plays a critical role in giving clients protection options that align with their needs wherever they are on their planning journey,” Martinez said. “With these new enhancements, John Hancock is offering meaningful options for financial professionals to support their clients at any stage, with greater choice, flexibility and continuity as needs evolve.”

Through these solutions, eligible customers receive access to John Hancock's Vitality program, which offers technology, education and rewards designed to encourage healthier lifestyles while providing financial protection benefits.

John Hancock is a unit of Manulife Financial Corp. and provides life insurance, annuities and related financial products to millions of Americans.

For more information, visit johnhancock.com.