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

This is the first time I have purchased independent travel insurance. It was easy and will do it again.

However, upon return from my trip I contacted John Hancock due to delays, missed connections and expenses incurred due to issues beyond my control. Spoke to a very nice young man who promised to send me the paperwork to start a claim. Its now been 16 days and no sign of the paperwork. So far, on the John Hancock end, I'm not impressed.

I do not think the question about pre-departure is a fair one unless you add a question about post-departure experience. I didn't have any experience pre but did post. So giving a low score as sort of an average.

My first call ended up
In a very long wait and call back. While waiting I tried to file online and the system would not take some required info and did not allow me to save a draft, instead erased it. I called back three days later and was helped by Kevin in setting up claim number. Now I must wait up to 10 days until claim is visible to me online. I find this ridiculous

This is my first experience with John Hancock Insurance Agency, Inc.. Thus far I can only state that my experience has been satisfactory.

I called and started a claim because our flight was cancelled due to a blizzard in Colorado. I have never received the paperwork yet by mail or e-mail. I was on a long hold, asked about what we needed to file the claim and she was not quite sure. So, no I am not very happy right now. Any assistance would be appreciated.

Submitted a small claim for medical expenses in early January- still no payment

First, I would like to compliment Kevin who assisted me on the phone when I called the 24 hour assistance line on 1/29/23. We had just learned that my husband's father had passed away and we would not be able to embark on our cruise ship. He was very sympathetic and gave me clear instructions what to do when we returned home and the documents that would be needed. He is to be commended for his excellent customer service.
However, it has been a very difficult process trying to submit a claim online. Answered all the information, attached ALL the required forms, agreed to the policies at the end, typed my name and marked no to the robot......still would not let me submit the claim or allow me to save the draft so I spent a lot of time attempting to do it numerous times. It has been frustrating...... I spoke with someone on the phone 2/21 who took down some information but now I have to wait to get an email that will allow me to upload my documents. I tried the upload portal but that wouldn't accept anything either. So, it is only the website that I have had difficulty with at this point. All humans that I have talked with have been very helpful Thank you. Linda

during my trip I have had 2 incidents ( first was medical emergency , second was missing connection) are still waiting to receive the claim forms however the interaction with claim agents was excellent which very professional, attentive, courteous, and helpful , I am glad to get helps at time in needed

Called before the trip to request a Covid coverage letter. The agent was very nice and I received the letter within 24 hrs.

My luggage was lost for 48 hours. It was found & delivered to me for $50USD, the charge for its transport to me. I was happy to pay.