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

We had a medical issue overseas which I reported 3 weeks ago on the phone. I never received the claim forms via email and called the claim number today. The process was a bit complicated and lengthy and we could not actually connect with the person responsible. I am awaiting forms at this time.

I had a ridiculous amount of challenges with the MedAssist program when out of the country. Their advice was inappropriate for my Covid treatment. If I had of followed their instructions I would not have the possibility of getting refunded for trip interruption.
Thank goodness I’m a retired RN who knows what the protocols should be and sought my own medical care.

Fine. I'm waiting for my claim to be completed.

Purchasing a policy was very easy. However after filing a claim almost a month ago i still have to hear from them about the status of my claim. I am still hopeful that my claim will be resolved as soon as possible.

I have already been in contact with the Zero Complaint team.

I was told someone will be in touch within 10 business days regarding my claim. No one has contacted me. Very disappointing

I asked questions to clarify what I had purchased on my policy .. they were able to answer my questions but the male representative was not very friendly

Glad we had the trip insurance as back up. Glad we didn’t need to use it.

My backpack with prescription medicine and an IPad and some cables was stolen off the train. The insurance representative informed me neither would be covered under their insurance policy. He indicated the only thing that might be covered is my backpack, if I have the receipt.

The online process for submitting a claim was very poor quality and I would actually rate it a 0. It was time consuming and the online form was not well designed. I spent over 2 hours submitting information and receipts; the first time I submitted my claim the system crashed, the second time I received a message to say that all of the relevant information had been submitted, but I was not provided with a claim number so I had no idea if the claim had actually been submitted. The form also does not allow for multiple attachments/receipts to be uploaded - this is problematic for the user and also for your business, as you are receiving incomplete information which I assume your staff will need to spend time following up.
Following all of this, I also spoke with one of your claims agents, and she was very helpful. Whilst she wasn't able to check to see if the online claim had been successfully submitted, she was able to help me make a claim and obtain a claim #. She wasn't however able to receive the supporting receipts/documents and explained that a follow-up email would take about 3 weeks, which is when I assume I will need to provide more details. So overall the experience could be massively improved, for both your staff and clients.