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fast, easy. quality customer service. thanks for all your help.
i'll be using you next trip too.
This was the 6th or 7th trip insurance coverage with John Hancock Agency, Inc. and to date no claim filed with them. Dialogue with their staff was helpful.
Customer service was spotty. Sometimes I had a helpful person guiding me through my claim but sometimes there was somebody very rude and bossy.
I liked the insurance because it provided me with "primary" coverage at a reasonable amount - plus, I could list the sport, snow skiing, that I was going to be doing and know that coverage would be provided for me if I was injured doing this sport. I never felt that there was a doubt that I would be covered if I did get hurt. There were no "loopholes."
I liked having an insurance card that I could put in my wallet. I told my roommate if I get hurt and cannot talk for myself just show the medical people this card - it will take care of everything!
Without a doubt I will take out my travel insurance with this company - policy! Next time, I will elect to take out the coverage that I will be reimbursed no matter what happens to keep the trip from completing. I wish I had known about that part before a bought a separate policy for the lift tickets I purchased before going on my trip.
No pre-departure “interaction” so really NA. Had to cancel my trip due to accident ... waiting for reimbursement. Certainly hope fully reimbursed as I have doctor’s form for injury.
Overall disappointed with my policy I purchased from John Hancock - While it provided good coverage the claim process is unnecessarily long. They use a third party - Seven Corners - to process claims. This adds to the delays - Often customer service will take a week or longer to respond to an email I send. I still haven't been paid the full amount - Inexplicably two parts of my claim weren't paid or mentioned in my EOB. I emailed customer service approximately two weeks ago about the issue - I received a response one week later saying they would follow-up - And have no heard anything since.
I have spoken with John Hancock Customer Service twice and both times have been impressed. Agents on the phone are friendly and very helpful.
I will not be using this agency again. I feel like I jumped through hoops to provide information and all it got me was a Claim Denial.
Friends of ours got the exact same insurance that we did. They are now filing a medical claim for an ankle injury occurring on our Rhine River trip. Due to stress, I contacted John Hancock Insurance Agency to understand the process involved for a medical claim. The representative was extremely helpful and reassuring. She could not give me details due to HIPAA regulations, but told me that they were covered for new flight arrangements that would decrease their flights home from three to two flights. The doctor in Switzerland had advised decreasing their flight time due to the possibility of DVT and PE. It is extremely stressful to be in a foreign country when needing medical help; however, John Hancock's Insurance representative (Amy) made the difference. Thank you.
Once I provided them with the needed information the claim was immediately processed. Very straight forward, would recommend and will use again.
Multi-Award Winning Customer Service Team
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$1,000 Tips Shine a Light on Service
Squaremouth, a company that puts a focus on customer service, rewards 20 outstanding customer service providers in St. Petersburg, Florida with $1,000 cash tips. Then, one received an additional $10,000 as the Thank You Campaign’s grand prize winner.Read more
One of America’s Best and Fastest-Growing Companies
Squaremouth is consistently awarded for its unique company culture and steady revenue growth. This includes national recognition from Inc. Magazine, Fortune, and Entrepreneur, and local recognition from the Tampa Bay Business Journal and Florida Trend.Read more