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

Luckily, we didn't have to use this insurance, but I was very reassured to have it. It's a good value.

Fortunately I didn’t require the use of the insurance but it is reassuring to know that help is available if needed.

Shortly before my trip I noticed that the copy of my policy that was provided by John Hancock was apparently incomplete. In two of the parts, the footers indicated that there were more pages than I was provided or I was missing pages. When I contacted John Hancock about this my concerns were simply dismissed by the customer service agent. She told me to just ignore what she said were errors and to take her for her word that I had all the pages to the policy. She at first would not even accept that my policy did have inconsistencies in the pagination. When she finally did acknowledge the problem she said she would ask underwriting to look into it. When I asked that she confirm I would be sent a corrected policy she said that would not be necessary and I should just take her word that I had a complete policy even though the content of what I had did not flow as it would if I had all the pages. I insisted that I needed to have a full and complete policy and the customer service agent finally simply told me I would not be receiving a replacement policy and she could do nothing more for me. Following this exchange, I emailed SquareMouth with my concerns over what appeared to be an incomplete or at least flawed policy. SquareMouth provided me with a complete and correctly numbered policy within 24 hours.

It is good to have the insurance with reputable company. Your people were knowledgeable and friendly.

Claim sent 7/29/22. Receipt acknowledged 8/10/22.

Follow-up on 9/9/22. Response received 9/12/22 stating "heavier than usual claim volume"

Any phone calls to Customer Service are returned days later.

Their claims administrator seems under-staffed.

Friendly & helpful service representatives

My contact with, Ben, the intake officer was wonderful. He was friendly, professional, and extremely knowledgeable. He calmly and patiently helped me through the entire process. He answered my questions and informed me of what to expect next in the process. It was explained to me that my policy covered the replacement luggage and the items purchase until my bag was found and delivered to me. Overall, this policy was perfect and I will definitely use it each time I travel.

I submitted 3 separate claims for 3 separate policies with this company. All were submitted within the timeframe required with full documentation. They were submitted mid July. Within two weeks (so the end of July) I got emails stating "an agent was assigned" and would reach out if more info was needed. I've sent emails to see what the status is of the different claims and only received a form email back saying: it takes time/short staffed/blah, blah, blah. I

t's been 6-7 weeks since an agent was assigned and at least 8 weeks since I submitted and I've heard nothing and received nothing. I think this is their ploy--wait a long time and people are forced to move on with their life. John Hancock/Seven Corners collects hundreds of dollars but never has to pay out a claim. Truly a frustrating experience.

And while I'm at it, I notice that many of this company's five star reviews are followed with a paragraph explaining how frustrated and angry customers are--that seems misleading. Wonder why that is happening--is Squaremouth intentionally misleading customers or are customers mistakenly hitting five stars? Who knows, but it should be edited.

Made a claim six weeks ago and no response other than that they received all documents.