I did not receive documentation prior to my trip, nor had any interaction with the insurance company
I did not receive any documentation or instructions as to what needed to be done in case of emergency or illness
I did not have any pre-trip contact but when I submitted my forms, downloaded on-line and submitted by mail, the claim was paid in a very reasonable period of time without any issues. It was definitely excellent customer service for a remote, international market. However, as an experienced int'l traveller, I always print and carry copies of my insurance forms and am sure that attending physicians sign them at the time of treatment. This has made made my insurance filings very easy and, using Squaremouth's vendors, 100% successful.
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.
A immediate family member passed away three days before our trip. The death was sudden and unexpected, after filling out mountains of paper work and providing a death certificate we have not received any followup. We are only asking for a partial refund since the airlines gave us a refund. Absolutely would not recommend this company. Extremely poor customer service!
WALLET CARD IS SO SMALL. VERY HARD TO READ. WISH THE PRICES WOULD NOT BE SO HIGH FOR OUR AGE GROUP
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.
Am Sorry to say but due to misunderstanding with travel agency booking trip, I had to cancel policy. But John Hancock people to whom I talked in reference to this were very courteous and helpful. I have purchased John Hancock Travel insurance in the past will do so in the future base on this experience.
I contacted John Hancock Insurance Agency customer service to advise them that my travel dates had changed and they changed the dates to my policy with no problem and no fee.
My cruise was cancelled. Prior to rebooking, I was advised by John Handcock that the rescheduled cruise would be covered by the original policy without additional premium as long as the new dates were within 18 months of the original cruise.
I wanted to buy the policy before I knew all the trip costs. I called John Hancock to ask questions about how I go about doing that and the agent was very helpful in explaining that I could buy the policy for the costs I knew and then change the coverage when I knew more costs. This worked out well.
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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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