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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.
I filed a claim online and have not heard anything back.
The customer service representative was very helpful in explaining what steps my traveling partner and I must do regarding our situation. Our flight home from Fukuoka to Honolulu via Tokyo Narita was cancelled on October 12 because of severe weather conditions, Typhoon Hagibis. Our insurance expired on October 13. The first flight available was on October 15 via an overnight stay in Guam. We were advised that our insurance could not be extended to cover us during this extended period but to file a claim of expenses incurred due to trip interruption. We are in the process of gathering our information to submit our claim.
Was less than with Travel Company and would pay for claims instead of a credit
The 24 hour customer service during our trip gave calm and reassurance during a stressful period. Hope the claim process is smooth. I’m so glad we insured our month long trip to Europe! Life happens, and when it does, insurance reduces the stress.
I filed a claim 6 days ago 6 days ago and nobody has contacted me yet
we will see
Multi-Award Winning Customer Service Team
Squaremouth’s outside-the-box approach to customer service has been recognized nationally and internationally, with 13 awards in 5 years. Customer service is part of everybody’s job at Squaremouth. Every employee spends time on the phone with customers each week.Read more
$30,000 Contest Encourages Reading Policy Documents
To highlight the importance of reading policy documents from start to finish, Squaremouth awarded one customer $10,000 in a secret contest for being the first to read hers. Then, we gave another $10,000 to a children’s literacy charity and $5,000 each to two schools.Read more
$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