Sales & Service Data

TOTAL SALES
7,216
Since 2012
MONTHLY SALES
257
Average Monthly Sales Since 2012
REVIEWS
327
Since 2012
Overall Rating
4.37 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

7,216
policies sold

0.7%
negative reviews

0.7% (49) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    185
  • 4 stars
    63
  • 3 stars
    30
  • 2 stars
    7
  • 1 stars
    10
Top Providers
HTH Travel Insurance
4.57/5
RoamRight
4.52/5
InsureandGo USA
4.5/5

John Hancock Insurance Agency, Inc. Reviews


  • Overall Rating 4 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    So far, I'm not very impressed with the response I've had. I was told that it didn't look like my situation would be covered but to go ahead and file a claim anyway. How can mechanical problems with the plane which causes you to miss your connecting flights and you have to buy 2 new plane tickets to get home not be something that would be covered.The first requirement is a letter from the carrier that caused the delay so I am at the mercy of them for now. Hoping for a happy ending....

    Review Updated: 03/23/2015

    I was originally told that my claim didn't fit the requirements, but it was then reviewed by someone else who said it diid. I filled out the forms and received a check for the full amount of my claim. I was very pleased with the outcome.

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    6 out of 6 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Silver
    Review Received:
    From: Verified Squaremouth Customer

    I have sent claims for myself and my son and your insurance company said we need to submit medical bills that list our name, which we already submitted but in Japanese not in English as the medical cost incurred in Japan. A representative confirmed this should be processed as they have a translator to read the Japanese medical bill, but when I called back to follow up for the status, they repeats the same excuse for not processing... I had the same conversations three times already and they keep asking me to wait for 10 more days each time and it's been already 1 month passed since I sent a claim initially. They just need a translator to read the bill. If they can't even process in foreign language bill, they should not offer an international travel insurance policy.

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    4 out of 4 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Gold
    Review Received:
    From: Verified Squaremouth Customer

    I had a claim. My other carrier was primary. They took over three months to process the claim. Squaremouth's carrier took less than two weeks.

    Was this review helpful to you?

    3 out of 3 people found this review helpful

  • Overall Rating 4 out of 5
    Policy:
    Silver
    Review Received:
    From: Verified Squaremouth Customer

    Before Trip
    We were flying business class. Never received a definitive answer as to whether we would be flown business class if we had reason to require a change in flights. The premium was based upon business class flights. Fortunately we never needed to find out the answer to the question. For future travel needs and promulgating premiums, should we use business class cost or economy cost when flying business class?

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    5 out of 6 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Gold
    Review Received:
    From: Verified Squaremouth Customer

    Before Trip
    The initial quote I received squarely failed to meet requirements that I specified and it was only until I purchased it and read the specifics that I was able to discern that- the Squaremouth rep clearly did not listen to me in assessing my needs. Subsequently, I called immediately to cancel the policy and the staff was very responsive about facilitating the change to a different policy and cancelling the first one- in all, the service was good,but the initial misstep could have been completely avoided and honestly, I was clear in the coverage that was needed and iterated it to the first customer service person, who apparently either disregarded it or didn't listen.

    During Trip
    Was never used- but my daughter did end up with a hospitalization that the medical staff of her organization attended to- nonetheless, it gave us peace of mind to know if an evacuation had been necessary that we had the coverage.

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    5 out of 6 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    I cancelled my trip 10 days prior to departure, did not and do not intend to file a claim. Asked if I could be refunded what I paid for the insurance plan. Received 2 form emails asking for 'proof' of cancellation. Just sent another email with the refund amount from the travel agent....doesn't designate what is 'proof' of cancellation.

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    2 out of 2 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    Low ratings because I sent an email 30+ days ahead of cruise requesting consideration of refunding payment account not able to make cruise.....never got a response from your Company, and will NOT us again! Even if declining refund, a response is proper way to handle Customers

    Response From:
    John Hancock Insurance Agency, Inc.
    John Hancock Insurance Agency, Inc.:
    Cathy Dineen
    Response Received:

    We apologize for this oversight. We will contact you right away to resolve this concern.

    Response From:
    Squaremouth
    Brandi Morse
    Response Received:
    November 5, 2014

    Squaremouth opened a Zero Complaint Case for this customer. As a result, John Hancock provided a full premium refund. Martin is satisfied with the outcome of the response to his complaint.

    Was this review helpful to you?

    2 out of 2 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    A immediate family member passed away three days before our trip. The death was sudden and unexpected, after filling out mountains of paper work and providing a death certificate we have not received any followup. We are only asking for a partial refund since the airlines gave us a refund. Absolutely would not recommend this company. Extremely poor customer service!

    Review Updated: 11/26/2014

    Would not choose this company again due to the lengthy process. Our claim was not even looked at for two weeks. Very poor communication with claims dept.

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    2 out of 3 people found this review helpful

  • Overall Rating 3 out of 5
    Policy:
    Gold
    Review Received:
    From: Verified Squaremouth Customer

    During Trip
    We had NO idea that baggage losses from a rental car are excluded. The agent said that on page 8 (or somewhere) there was a specific exclusion. This is the worst kind of misrepresentation to hide important things in fine print in a lengthy document few people read. It was NOT mentioned in the summary.

    Claim Process
    We have not yet filed a claim.

    Was this review helpful to you?

    2 out of 3 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    From: Verified Squaremouth Customer

    This claim was easy to resolve. There were a few minor logistical glitches, all due to my own misunderstanding of their process. A couple of phone calls were necessary to locate the correct claim form and to submit the claim in their format, which seemed reasonable. I was glad to have had the insurance that covered the necessity to purchase essential items due to an unforeseen baggage delay (our first ever).

    Was this review helpful to you?

    1 out of 1 people found this review helpful

$1,000 tips shine a light on service

Squaremouth, a company that puts a focus on how to treat customers, rewards 20 who do the same.

BY KATHERINE SNOW SMITH
Times Staff Writer

See what happened

Silver Stevie Winner for Customer Service

Squaremouth wins national award for Customer Service Team of the Year by the American Business Awards.

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Safe with our Zero Complaint Guarantee

Every travel insurance policy purchased through Squaremouth comes with the Zero Complaint Guarantee.

In the event of a complaint, Squaremouth will mediate with the insurance provider on behalf of our client.

Unless the complaint is resolved to Squaremouth's satisfaction, the provider will be removed from the website.

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One of Florida’s Best Companies to Work For in 2015

Headquartered in St. Petersburg, Florida, Squaremouth’s unique work environment and core values have led to consistent recognition for company culture, outstanding office space and rapid growth.

In 2015, Florida Trend magazine named Squaremouth the 18th best small company to work for in Florida, highlighting the company’s exceptional culture in a special feature article.

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