Sales & Service Data

TOTAL SALES
7,893
Since 2012
MONTHLY SALES
262
Average Monthly Sales Since 2012
REVIEWS
347
Since 2012
Overall Rating
4.34 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

7,893
policies sold

0.7%
negative reviews

0.7% (52) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    197
  • 4 stars
    66
  • 3 stars
    32
  • 2 stars
    8
  • 1 stars
    12
Top Providers
RoamRight
4.53/5
Tin Leg
4.49/5
HTH Travel Insurance
4.49/5

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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    8 out of 8 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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    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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    7 out of 8 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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    4 out of 4 people found this review helpful

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

    THe claim process was cumbersome, painfully slow, and apparently the staff is very overworked not being able to process submitted claims for at least two weeks once received. Even when requested, communication was by mail rather than email which further slowed the process. The company either did not know how to handle claim materials submitted by email attachments or the company server was set to block all attachments. I received different explanations as to why my attachments could not even be opened. A simple line in the application form stating that email attachments can not be opened would have been helpful and saved about a month in the claims process for me. Since I work as a graphic designer sending out files as attachments on a daily basis to many businesses, I know that I know how to create, compress, and send files in spite of John Hancock (Sevencorners) trying to tell me that it was all my problem.

    Having said that, I felt the compensation, once received, was the expected amount based on the description of what I purchased. I only had to refile one item of which I have received notification that I will be reimbursed.

    Over all the cost of the insurance was very reasonable compared to the policy price offered by the cruise company. The Squaremouth web site was very helpful in finding a policy to cover only the items I was interested in having covered. Squaremouth gets 5 stars, having to use the purchased insurance which generally means your trip is severly hampered gets 0. I am grateful that we received reimbursement, 5 stars; how long it took and the process for getting the reimbursement, 2-3 stars.

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    4 out of 4 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.

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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.

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    4 out of 4 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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    6 out of 7 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.

    Was this review helpful to you?

    3 out of 3 people found this review helpful

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

    My insurance with John Hancock is the Bronze plan.
    My certificate # is ************.
    I filled a claim for trip interruption and I haven't been reimbursed yet. They are asking for more papers.
    I took that trip in 2015 June 15 to August 10. I was returning originally on July 30 but due to a toothache, I changed my ticket for August 10.
    I purchased this insurance thinking they will be more efficient and less bureaucratic. Unfortunately, I now realize you are all the same. I travel lots, internationally and domestically.
    I have started looking into another insurance with a speedy return, for this coming up vacation to Urope.
    Sorry but I don't have anything nice to say.
    Have a lovely day.
    Eleni *******
    ***-***-****
    In the event you have questions

    Response From:
    Squaremouth
    Kelly Calkins
    Response Received:
    February 8, 2016

    Thank you for taking the time to post a review.

    We apologize for your negative experience.

    A member from our Zero Complaint team will be following up with you today.

    Please contact us at 800-240-0369 if you have any questions, we are happy to help.

    Was this review helpful to you?

    3 out of 3 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.

Read more

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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