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).
Did not realize that policy was for airfare only. Nowhere is that written in policy. My trip was a bus tour. Due to recent terrorist attacks, I almost canceled, but your agent informed me that only would my airfare be refunded.
That should be clearly stated in policy and on website!
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.
Almost 1 month ago I filed a claim about the hotel cost for delayed luggage. I still didn't receive any response on how long it will still take. Next year I will pick another Insurance Agency on your website.
Thank you for posting a review of John Hancock.
We apologize for your negative experience.
A member of our Zero Complaint team contacted you today to discuss this further.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
Need to keep the claim part oped as it has been just over a week frrom the reported accident of my wife, Linda. I did call to report the accident from the ship because my cell phone had no service. I was placed on hold twice and ran up a charge of $84.83 for 17 minutes on the phone at $4.99 per minute. I left the ship's number and my room number, but no one called back. I called again when I got home to make sure the accident was on file. Should be reimbursed for the call.
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
WALLET CARD IS SO SMALL. VERY HARD TO READ. WISH THE PRICES WOULD NOT BE SO HIGH FOR OUR AGE GROUP
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!
BUYER BEWARE! I was informed that the company would help me and be there for me every step of the way. Then I went on my trip and I actually had a legit problem and found out how little help the company was willing to give. Suddenly the help was not at every cost it was very specific and the clause to cancel for any reason that I paid extra for was suddenly not valid anymore. I want a refund but they will not issue me that. I want to be covered for things that I was told I would be covered for so I can get my money back. But apparently this company is simply a ruse to con people out of their money that they could be using if something happens on their trip. If any people are considering buying are reading this DO NOT BUY. BUYER BEWARE.
Thank you for taking the time to post a review.
We are sorry to hear of your negative experience.
A member of the Zero Complaint Team will contact you today to discuss your complaint.
Please contact us if you have any questions. We are delighted to help and can be reached at 800-240-0369.
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.
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