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I will not be using this agency again. I feel like I jumped through hoops to provide information and all it got me was a Claim Denial.
Friends of ours got the exact same insurance that we did. They are now filing a medical claim for an ankle injury occurring on our Rhine River trip. Due to stress, I contacted John Hancock Insurance Agency to understand the process involved for a medical claim. The representative was extremely helpful and reassuring. She could not give me details due to HIPAA regulations, but told me that they were covered for new flight arrangements that would decrease their flights home from three to two flights. The doctor in Switzerland had advised decreasing their flight time due to the possibility of DVT and PE. It is extremely stressful to be in a foreign country when needing medical help; however, John Hancock's Insurance representative (Amy) made the difference. Thank you.
Once I provided them with the needed information the claim was immediately processed. Very straight forward, would recommend and will use again.
December 16, 2019
OMG—and I thought buying travel insurance was a “Good Idea”—Have traveled overseas over 25 times, always buying travel insurance, NEVER having to use it UNTIL NOW, and I am so unbelievably disgusted how long this has taken and the endless emails associated with getting it all straight.
We were initially told it would take 21 days to get paid, then 30, and now it has been 7 weeks, and the check is being mailed, not even in my hands today—and NOT happy with the amount being paid.
Purchased three separate policies for 3 separate trips from your company this year, and think I have purchased several more in past years; NEVERTHELESS—-Arrived home 10-24-2019 and submitted our claim 10-28-2019 for a missed international connection on our Vietnam trip, which made us miss one entire day of our tour. After endless emails with this company and our tour company, was told we would receive check for $286.64 back.
One missed day of this tour for my husband and me is $255.62, plus $31.02 Uber receipts.
Then, to make matters worse, your company rep did not include my husband in the initial calculation, even though the policy was for him and me.
In your Summary of Benefits, it states—-“Missed Connection”—$200 per person per day, covered after 3 hour delay, and up to $150 daily limit of “Travel Delay”.
We are receiving $255.62 for both of us for one missed tour day, plus Uber receipts—(correct)—-BUT how about the Missed Connection benefit of $200 per day benefit.
The sales rep. keeps repeating —“there is no compensation for inconvenience “—we are not expecting any, JUST THE BENEFITS WE PAID FOR!!
Dealing with your company made me feel like I was a thief of some type, not a client—and your company nickels and dimes every thing it seems—my credit card got hit immediately paying for these policies, but WOW when it comes time for you to pay out.
Disgusted in Texas —-Don and Paula
I filed a claim online and have not heard anything back.
The customer service representative was very helpful in explaining what steps my traveling partner and I must do regarding our situation. Our flight home from Fukuoka to Honolulu via Tokyo Narita was cancelled on October 12 because of severe weather conditions, Typhoon Hagibis. Our insurance expired on October 13. The first flight available was on October 15 via an overnight stay in Guam. We were advised that our insurance could not be extended to cover us during this extended period but to file a claim of expenses incurred due to trip interruption. We are in the process of gathering our information to submit our claim.
They did not cover anything. We received a small compensation from the airlines and John Hancock told us since we got that they would not cover anything else. No stolen phone, no lost tours, no loss of spa use, not the sickness due to freezing, wind and cold and us not having any coats or warm clothes which prevented us from doing hardly anything. The cruise/trip was a waste of money and it looks like so was the insurance.
Was less than with Travel Company and would pay for claims instead of a credit
The 24 hour customer service during our trip gave calm and reassurance during a stressful period. Hope the claim process is smooth. I’m so glad we insured our month long trip to Europe! Life happens, and when it does, insurance reduces the stress.
I filed a claim 6 days ago 6 days ago and nobody has contacted me yet
Multi-Award Winning Customer Service Team
Squaremouth’s outside-the-box approach to customer service has been recognized nationally and internationally, with 13 awards in 5 years. Customer service is part of everybody’s job at Squaremouth. Every employee spends time on the phone with customers each week.Read more
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Squaremouth, a company that puts a focus on customer service, rewards 20 outstanding customer service providers in St. Petersburg, Florida with $1,000 cash tips. Then, one received an additional $10,000 as the Thank You Campaign’s grand prize winner.Read more
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