Reviews, Sales, and Service Ratings for
John Hancock Insurance Agency, Inc.

Filed a claim after Air Austral cancelled a direct overnight flight from Joburg to St. Denis, Reunion, prior to departure. Only available flight was with Air Mauritius the next day, costing much more and arriving at 10:50 pm. Had to get lodging in Joburg before departure and on arrival in St. Denis due to this. Contacted insurance. They kept asking me for paperwork, and I provided everything they asked for. They assigned a manager to my case and kept asking for new documents. Not finding a reason to deny my claim, after giving them almost 20 documents, they asked me to contact the airline for the reason for the cancellation, which I did. Air Austral cancelled because one of their planes broke down, a condition listed in my contract, but their official word was "regularization" and that is all they would say about it. So, the cause covered in my contract was there, but the tword "regularization" was not and they flat denied every bit of my claim. This company is useless, untrustworthy, and they put you through the wringer to make sure you don't get any reimbursement if s**t happens. Not buying from them again for sure!

It would be helpful to be provided with a paper copy of policy

Our claim is ongoing at this point as we needed to supply additional documentation in the form of credit card statements that showed we had paid.

Courteous agents.

We updated our policy before departure with date changes and insurance coverage amount. It was quick and very easy.

This is based on the age and I think that the charges for an older person is biased based on age. Not fair.

We had to cancel our trip. We purchased cancel for any reason. We did the cancellation as instructed. All paperwork from our travel agency was provided with our cancellation. That was almost one month ago. They keep asking for a cancellation letter. We have sent twice, including with the first day of our claim, a cancellation notice provided by the cruise line. They continue to say they need one. I spoke with a supervisor who stated she did see the cancellation document and she would have the reviewer call me. The reviewer called and left a message that they need a cancellation document. This makes no sense. The travel agent says to have them call. I have also mentioned this. After a month of providing everything they are still saying they do not have a letter, but the supervisor confirms they do. This whole process has been ridiculous. They just dont want to pay our claim. I would never recommend or use them again. And I want my money back. I am considering putting in a complaint with the insurance commissioner soon.

The process was easy and my agent was very helpful. Having a policy gave me peace of mind during my trip.

I’m disappointed in how long it is taking to hear back on my claim.

Terrible communication with the 24 hour line - I was given conflicting information. Their systems were down? And they were unable to accurately answer my questions.