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