Sales & Service Data

TOTAL SALES
9,132
Since 2012
MONTHLY SALES
249
Average Monthly Sales Since 2012
REVIEWS
375
Since 2012
Overall Rating
4.32 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

9,132
policies sold

0.6%
negative reviews

0.6% (55) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    211
  • 4 stars
    74
  • 3 stars
    35
  • 2 stars
    9
  • 1 stars
    14
Top Providers
RoamRight
4.53/5
Tin Leg
4.51/5
HTH Travel Insurance
4.46/5

John Hancock Insurance Agency, Inc. Reviews


  • 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

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    0 out of 0 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.

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    5 out of 5 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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    8 out of 9 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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    8 out of 9 people found this review helpful

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

    First of all, I am not disputing the verbiage in the policy itself. My complaint is regarding the purchasing process of this policy right from the start and the use of multiple brand names to create confusion. Don't let the "zero complaint guarantee" make you believe you have an extra layer of protection. You don't and it does not mean a thing.

    Half my overseas trip was ruined by a situation out of my control and I incurred hundreds of dollars of charges as a result. The entire airport in Manila was closed for the APEC summit meetings. I was relieved to know I had purchased trip insurance from a well-known company in Chicago, John Hancock Insurance—which according to the Square Mouth website included cancellation and delay.
    Upon requesting the appropriate claim forms, the form itself says it is actually “American Modern Insurance Group”. However, after making sure that was the correct form it appears the forms are actually mailed to “Seven Corners”. I later found out that “Seven Corners” is only the processor of claims. It appears that multiple companies are involved and that they are simply using different names to confuse and mislead consumers.

    My claim for trip cancellation was denied and I was advised (after several emails) to file an appeal under a different reason, trip delay. I spent countless hours filing out all the forms again and providing proper documentation and proof of such occurrence. The second claim with "John Hancock Insurance” was also denied. There were no responses to my emails, again for weeks. I also, placed many calls and emails to the “zero complaint team" at squaremouth.com asking for further clarification regarding my specific trip insurance policy that I purchased. After about a month I finally was given an answer, simply stating, that I was not covered for that “reason" under that policy.

    Regardless of the writing in the policy, I am asserting that I was cheated and completely mislead into purchasing this insurance policy from the start. I am asserting that I was lead to believe I was purchasing from a prestigious name; John Hancock Insurance. This was clearly a bait and switch scheme and absolutely unacceptable. In addition, I was not made aware prior to my purchase the extreme limitations of this policy and that I would actually be dealing with multiple companies other than “John Hancock". This would have drastically altered my decision in choosing such a prohibitive policy from unknown companies.

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    10 out of 12 people found this review helpful

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

    1) Squaremouth? John Hancock? Who is whom? I was not clear if I was dealing with representative of insurance company or go between.
    2) It took many months for my claim to be settled. Apparently more information had been requested via email, an email that I did not receive. When I called to
    inquire about the status of my claim, it took a couple of calls to ascertain the status of my claim.
    3) I had questions regarding aspects of my claim; it was hard to get questions answered adequately.

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    4 out of 4 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).

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    0 out of 0 people found this review helpful

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

    to buy the insurance is no problem.problem is when you need help and file the claim
    i have a very bad trip and lots of problems with my trip but no help with the claim
    the i have file a multiple claims but non of them was resolved yet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
    just a big problem (i didint have any clothes the airlines lost my 4 bags)and no help foom insurance
    the trip was delay and change few times but no help from the insurance
    Never again with that insurance company!!!!!!!!!!!!!!!!!!!!!!

    violetta hancock

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    4 out of 4 people found this review helpful

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

    Did not realize that policy was for airfare only. Nowhere is that written in policy. My trip was a bus tour. Due to recent terrorist attacks, I almost canceled, but your agent informed me that only would my airfare be refunded.
    That should be clearly stated in policy and on website!

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    3 out of 3 people found this review helpful

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

    Need to keep the claim part oped as it has been just over a week frrom the reported accident of my wife, Linda. I did call to report the accident from the ship because my cell phone had no service. I was placed on hold twice and ran up a charge of $84.83 for 17 minutes on the phone at $4.99 per minute. I left the ship's number and my room number, but no one called back. I called again when I got home to make sure the accident was on file. Should be reimbursed for the call.

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    0 out of 0 people found this review helpful

Multi-Award Winning Customer Service

Squaremouth’s customer service team has been recognized nationally for its excellence. In 2016, Squaremouth received its second Stevie Award for Customer Service Department of the Year in the American Business Awards, the nation’s premier business awards program.

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Safe With Our Zero Complaint Guarantee

Every travel insurance policy purchased through Squaremouth comes with our Zero Complaint Guarantee. In the event of a complaint, we will mediate with the insurance provider on your behalf. If the complaint is not resolved to our satisfaction, we will remove the provider from our website.

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