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

I will be filing a claim as we were not able to take our cruies. My husband was diagnosed with Stage IV metastatic adenocarcinoma on Dec 15 2023. Thus we had to cancel everything. i am in the process of filing a claim to recoup paid travel fees.

Fortunately, I did not have to utilize the insurance. I did have to extend it but 1 day prior to the trip beginning. Otherwise all interactions were smooth. Thank you.

When calling to inquire about filing a claim at the emergency room, I was given a claim number. The first call was to get a guarantee of payment; that was completed. The following day, I called again to get gaurantee of payment, but was unable to do so because more information was needed by the provider directly. Several phone calls later, I was given additional instructions not previously given that pertained to costs and medical notes, all of which I did not have. Also, the claim was handed over to Sedgwick/Starr Travel Claims who assigned yet another claim number and added more hoops to jump through. Upon returning home, I submitted all paid invoices with doctors' notes to the MedAssist/GlobalExcel, as instructed, and have yet to hear back. So I'm dealing with three different organizations on one claim. It is all very difficulty and confusing.

I had an awful experience. Three passengers on our trip had a 12 hour delay and then missed the connection to Tortola due to technical problems on the plane. They ended up with a $800 hotel bill ...we want to be compensated for time missed on the trip as well as hotel..

also,

I have had a hard time knowing who to file the claim with... I would call JH and be told it was through Starr or Sedgewick.

I am very disappointed in the lack of professionalism.

Thank you!

Jackie Gammill

Very helpful with pre-travel customer service.

The customer service rep I spoke with was very helpful, professional and answered all my inquiries to my complete satisfaction,

Claim was submitted on Tuesday, January 2nd. Can you please verify it was received?

Although they claim to review documents within 7-10 business days, it has been over a month. They claim to be backlogged. Very impressive on phone but no movement whatsoever

Not very helpful in helping finding the medical assistance. I'm glad it was bronchitis and not something serious.

The website to file the claim isn't user friendly.

Service was fine. Communication was lacking. It would have been nice to receive an email or text prior to my trip. I had to assume everything was in order. The most disappointing thing about the policy is that once I was in Thailand I thought I might extend my trip by a couple of weeks, but it turned out John Hancock will not extend a policy, and will not sell a policy to someone who's trip has already commenced. That wasn't clear to me when I bought the policy.