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

Because of the uncertainties of travel during Covid I purchased a cancel for any reason policy. However when I had to cancel the day of the trip because of hurricane Ida delaying and canceling flights for days, I called John Hancock and they told me that I had to cancel 48 hours in advance for the policy to kick in. That makes no sense at all! What if I had tested positive for Covid? That still would not of been far enough in advance to cover the cancellation of this trip. I am not sure that I am going to get any money back because of this even though I paid for cancel for any reason. I think that the fact that I would've had to cancel two days before the trip departure date should be in big bold letters at the top of the contract!

You should make it known that cancelations must be made with in 24 hrs for a full refund. I thought the whole idea of insurance was in case you had to cancel no matter what. I had no idea that we would seriously have to cancel but we did. But the reason we had to wasn't covered by insurance. We had to cancel and thats that so it sucked not getting a refund. I'll never use any type of ins like this again. Not only did we lose our money from trip. We also lost although a small amount still in insurance pymt.

Since we were unable to travel I couldn’t answer the question about customer service during our trip.

I appreciated the customer service and help I received when purchasing our insurance, however, I have not heard back from them in any way since submitting my claim on September 26th. It would be nice to receive some feedback on where I am in the process.

So I called to get "cancel for any reason" insurance. The rep told me to hold off on purchasing it until I had all the accommodations purchased (presumably so we could determine the cost of the trip). No problem - that made sense.

So because we were traveling to a country in a very different time zone, it took several weeks to get things confirmed. But I did so and called back. This time, I was told that I can no longer buy "cancel for any reason" insurance and that the first representative had given me bad information. I was very (and understandably) upset to have been given false information. So a manager (or higher up) called me to make things right? She basically told me there was nothing she could do- even in light that your company gave me inaccurate information.

As a business owner, I make sure my customers are given correct information and in the extremely rare case when bad information is shared with customers, we make things right---every time. Clearly, we don't all run out businesses by those high standards.

My advice to Squaremouth: Own the mistake, train personnel as needed, make it right to the customer, and move forward.

My husband and I traveled to Italy the end of September. Our non stop flight to London on British air was cancelled out of Las Vegas. We were notified 3 weeks before departure. That gave us enough time to arrange another departure travel plan. Our non stop flight home out of London/Las Vegas cancelled at the last minute not giving us enough time to plan another flight on our original departure day. We had to pay for accommodations for the extra night in Venice. I submitted a claim to the John Hancock Agency for reimbursement for the hotel and meal charges.

I called the 24 hour line and was told they are only answering service and they would have someone call me, that was 2 weeks ago. Nerver received the return call

Was unable to go to Thailand on the dates,I've chosen. Would like to change dates to October 15 to Thailand. My phone number, 219 276 619 3. Dates I want are October 15 till December 15.

My baggage was lost and wasn't sure how the process would work - the agent answered promptly and gave me all the info I needed (go purchase items, keep reciepts, file claim when I return). Was a good experience.

I asked 3 different times for a specific answer as to when exactly I would need to cancel the insurance prior to the trip in order to get a refund -- did I need to cancel 48 hrs in adavnce, or by midnight the day before, or literally just before we boarded the plane and our trip began ... and I got the most evasive unclear answers each time "before your trip". SO FRUSTRATING.