John Hancock Insurance Agency, Inc.
Overall Rating 4.21 out of 5
Overall Rating 4.21 out of 5 1,181 Reviews Since 2012

  • Rating 4 out of 5
    Policy:
    Silver
    Review Received:
    February 19, 2023
    Ken from OR Verified Squaremouth Customer

    I am still waiting to have my claim settled. I filed the claim on November 2, 2022 and it still has not been settled. I have called numerous times to inquire about the status of my claim but it seems impossible to talk to the person handling the claim. Unacceprable

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    2 out of 3 people found this review helpful

  • Rating 4 out of 5
    Policy:
    Silver
    Review Received:
    February 15, 2023
    Susan Michelle from ME Verified Squaremouth Customer

    I was only asked for proof of COVID insurance (my policy) while visiting 1 country on my itinerary. Because of an illness during my trip, I came extremely close to using the policy. Fortunately, I did not have to make a claim. I think I will risk it the next time and just put enough money aside for the expenses the policy coverage statement detailed. As with all insurance, I think it is a waste of money.

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    1 out of 3 people found this review helpful

  • Rating 4 out of 5
    Policy:
    Silver
    Review Received:
    February 7, 2023
    Lourdes from CA Verified Squaremouth Customer

    I called customer service while in the Philippines because I had minor mishap in a mall, had X-ray but they paid for it. The customer service told me I’m covered if I have to pay and can make a claim on line. That gave me reassurance and peace of mind.

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    4 out of 4 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    January 31, 2023
    richard from PA Verified Squaremouth Customer

    I called and spoke with John Hancock prior to filing my claim. They were very easy to get on the phone to discuss my situation (Peru political unrest) and suggested that I file.

    I filed a claim on Dec, 30th, 2022 and it has not yet completed processing. I receive emails every two weeks with a general message that they're overwhelmed with claims and need more time.

    I thought that my claim should be very easy to process so I'm not sure why the delay. I'm also not sure what length of time is considered normal processing time but I hope that it will complete soon.

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    9 out of 11 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    January 24, 2023
    Michael from GA Verified Squaremouth Customer

    Following the instructions provided, I uploaded all the available information onto the Broadspire/Affirmity web site and received this confirmation on January 13 - Successful Upload Notification - CMS Reference: 4110250/CMS Reference: 4110249. I have not seen not heard from anyone since. The provided link only allows me to see the status of the files I uploaded and nothing else, and all the documents i uploaded have not been reviewed. Not sure where to go with this, but I am in consultation to help me determine my next course of action should this current path continue

    So basically the Front end of your service provide great service, but should we have to actually use the benefits we purchased, we have a completely different experience and I was not able to Rate this in your survey. Had I been able you would not have gotten anything higher than one start.

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    12 out of 12 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Gold
    Review Received:
    January 23, 2023
    Dale from MI Verified Squaremouth Customer

    So far my experience has been going well. I will be making a claim soon for a cruise we were unable to take do to Covid. I hope our experience with John Hancock Insurance goes as well as it has been so far.

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    0 out of 1 people found this review helpful

  • Rating 1 out of 5
    Policy:
    Silver
    Review Received:
    January 21, 2023
    Robert from CO Verified Squaremouth Customer

    1. Called to make a claim for canceled flight and we received claim confirmation number that we later found out did not exist. Never received an email that we were told we would receive.

    2. Later during the same trip we flew and got stuck in Houston (after a 3 1/2 hour delay) because of a missed connecting flight we called again and waited for hours never getting anyone to answer the phone.

    3. Called back multiple times after waiting for hours on hold. Finally talk to someone who told us our first claim numbers did not exist and gave us another claim number and promised more confirmation emails.

    4. One week later when we made it home we called again because we never received any correspondence with our new claim numbers. We found out that our second claim numbers did not exist either. We had to re-tell our horrible travel experience for a third time to another operator. This one was finally helpful and we received new claim numbers and correspondence that we submitted a claim.

    5. We received a confirmation email that said: "Please allow 7-10 business days for the completion of this review." After the 10 business days we called again to find out about our claim and now they are saying it won't be until mid February that we will hear back about our claim. This operator wanted us to tell him him the whole story for a fourth time. We told him there is no way we are doing this again and hung up with him. He was not helpful at all.

    This has been the worst possible experience with an insurance company that I have ever had to deal with.

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    17 out of 17 people found this review helpful

  • Rating 1 out of 5
    Policy:
    Silver
    Review Received:
    January 20, 2023
    VP from MA Verified Squaremouth Customer

    I have no resolution after over two months. I was never notified when the last "update" was made to the online portal. Also, the portal generally does not reflect current status of the review process not does it provide a phone number for actually communication. No human will return my calls. Every time I phone a general number, I am given a different agent's name and phone number, none of whom ever return my call. I am VERY disappointed in this company.

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    2 out of 2 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    January 16, 2023
    William from UT Verified Squaremouth Customer

    Claim is in process. Would like better and more frequent communication as to the status of the claim.

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    2 out of 3 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Gold
    Review Received:
    January 13, 2023
    Darren from WA Verified Squaremouth Customer

    We have a claim for delayed and lost baggage and will let you know how it is all worked out.
    It has yet to be resolved and we still haven't received one of our bags from our Dec 16, 2022 trip

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    4 out of 5 people found this review helpful