Reviews, Sales, and Service Ratings for
John Hancock Insurance Agency, Inc.

I am still waiting to have my claim settled. I filed the claim on November 2, 2022 and it still has not been settled. I have called numerous times to inquire about the status of my claim but it seems impossible to talk to the person handling the claim. Unacceprable

I was only asked for proof of COVID insurance (my policy) while visiting 1 country on my itinerary. Because of an illness during my trip, I came extremely close to using the policy. Fortunately, I did not have to make a claim. I think I will risk it the next time and just put enough money aside for the expenses the policy coverage statement detailed. As with all insurance, I think it is a waste of money.

I called customer service while in the Philippines because I had minor mishap in a mall, had X-ray but they paid for it. The customer service told me I’m covered if I have to pay and can make a claim on line. That gave me reassurance and peace of mind.

I called and spoke with John Hancock prior to filing my claim. They were very easy to get on the phone to discuss my situation (Peru political unrest) and suggested that I file.

I filed a claim on Dec, 30th, 2022 and it has not yet completed processing. I receive emails every two weeks with a general message that they're overwhelmed with claims and need more time.

I thought that my claim should be very easy to process so I'm not sure why the delay. I'm also not sure what length of time is considered normal processing time but I hope that it will complete soon.

Following the instructions provided, I uploaded all the available information onto the Broadspire/Affirmity web site and received this confirmation on January 13 - Successful Upload Notification - CMS Reference: 4110250/CMS Reference: 4110249. I have not seen not heard from anyone since. The provided link only allows me to see the status of the files I uploaded and nothing else, and all the documents i uploaded have not been reviewed. Not sure where to go with this, but I am in consultation to help me determine my next course of action should this current path continue

So basically the Front end of your service provide great service, but should we have to actually use the benefits we purchased, we have a completely different experience and I was not able to Rate this in your survey. Had I been able you would not have gotten anything higher than one start.

So far my experience has been going well. I will be making a claim soon for a cruise we were unable to take do to Covid. I hope our experience with John Hancock Insurance goes as well as it has been so far.

1. Called to make a claim for canceled flight and we received claim confirmation number that we later found out did not exist. Never received an email that we were told we would receive.

2. Later during the same trip we flew and got stuck in Houston (after a 3 1/2 hour delay) because of a missed connecting flight we called again and waited for hours never getting anyone to answer the phone.

3. Called back multiple times after waiting for hours on hold. Finally talk to someone who told us our first claim numbers did not exist and gave us another claim number and promised more confirmation emails.

4. One week later when we made it home we called again because we never received any correspondence with our new claim numbers. We found out that our second claim numbers did not exist either. We had to re-tell our horrible travel experience for a third time to another operator. This one was finally helpful and we received new claim numbers and correspondence that we submitted a claim.

5. We received a confirmation email that said: "Please allow 7-10 business days for the completion of this review." After the 10 business days we called again to find out about our claim and now they are saying it won't be until mid February that we will hear back about our claim. This operator wanted us to tell him him the whole story for a fourth time. We told him there is no way we are doing this again and hung up with him. He was not helpful at all.

This has been the worst possible experience with an insurance company that I have ever had to deal with.

Claim is in process. Would like better and more frequent communication as to the status of the claim.

We have a claim for delayed and lost baggage and will let you know how it is all worked out.
It has yet to be resolved and we still haven't received one of our bags from our Dec 16, 2022 trip