Sales & Service Data

TOTAL SALES
10,377
Since 2012
MONTHLY SALES
291
Average Monthly Sales Since 2012
REVIEWS
408
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

10,377
policies sold

0.5%
negative reviews

0.5% (56) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    234
  • 4 stars
    81
  • 3 stars
    37
  • 2 stars
    9
  • 1 star  
    15
Top Providers
RoamRight
4.53/5
Tin Leg
4.53/5
Travelex
4.45/5

John Hancock Insurance Agency, Inc. Reviews


  • 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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    10 out of 11 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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    5 out of 5 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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    5 out of 5 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

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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 1 out of 5
    Policy:
    Gold
    Review Received:
    From: Verified Squaremouth Customer

    I've spent the many months that the cruise company has canceled every itinerary, trying to recover my insured loss. Even with them in bankruptcy, your excuse was it wasn't the right kind of bankruptcy. When they closed their Chicago office, I knew it was all over for them.

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    8 out of 9 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

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    8 out of 9 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 1 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    We had two issues in dealing with the insurer. First, before we left, my husband had some health issues, but we didn't have time for him to get tests to confirm a firm diagnosis. We did have an MD letter recommending that he not travel until his condition could be diagnosed. We talked several times with the insurer to try to cancel the trip if it would be covered by insurance. They would not give us an answer--said we had to cancel first and then the would let us know if the insurance would cover the cancellation. We were not confortable cancelling without knowing whether coverage would apply, so we decided to take a chance and take the trip and use the medical and evacuation coverage if his condition was serious. Believe me, this was very stressful for both of us. Fortunately he had no issues during our travel but I felt that this was NOT the way our issue should have been handed.

    The second issue was with and accident that I (the wife) had during the trip involving a fall with severe injury to my left arm. I filed a claim for the medical cost, which I am told will be reimbursed, but I have not yet heard from the insurer regarding the claim I made for the change fee for my return flight--I had to change my departure airport because I was advised in writing by the ship's physician that I should not drive an auto, and I had planned a driving trip at the end of my cruise.

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    4 out of 4 people found this review helpful

  • Overall Rating 2 out of 5
    Policy:
    Gold
    Review Received:
    From: Verified Squaremouth Customer

    Appaulinly difficult process to even initiate a claim. Consistently given the run around from insurance agency

    Was this review helpful to you?

    4 out of 4 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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$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

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One of America’s Best Workplaces

Squaremouth is consistently recognized, both locally and nationally, as one of the best places to work. Fortune Magazine named Squaremouth one of America’s Best Small Workplaces and the No. 2 Best Workplace for Women in the nation.

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