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

Haven't filed a claim yet -- will be filing as soon as I get the forms.

Our trip to Morocco and Portugal was interrupted due to the travel ban from Europe back to the United States imposed by President Trump on March 13th. We were forced to find a flight home via Canada through Air Canada. We successfully made it home on March 16th. We had to purchase a new one-way ticket as our Air France return flight was canceled.

I have presented a claim with Air France and I am unclear if this interruption is covered by the policy. It is not clear. Any help clarifying would be beneficial.

Mark Ribisi

I have purchased this insurance many times in the past as travel to Central America is always unknown or difficult depending on weather, random cancelations etc. I was very happy in the past with John Hancock's service and care. This time I was not as satisfied with the outcome of my claim.

My trip was rescheduled to next year so was my insurance policy. The trip is scheduled for 3/5/2021. Why don't your records show this?

All communication with John Hancock (JH) is one-sided even AFTER you've filed a claim or called their customer service department. I filed a claim with JH two days after my trip was canceled. The website to submit the claim is cumbersome -- JH goes through another vendor to process and manage the claims -- so you don't actually interact with JH directly -- you only get to interact with JH's processing agent. The only way to get into the processing agent's claim portal is you have to email them EACH time you want to access your account information or get a status of the claim. The processing agent sends you an email.
This gets tedious and cumbersome to do every time you want to check on your claim. I understand the need for security but this is beyond secure -- it's not just a cumbersome process for your customers.

Also, I submitted the claim on 2/17 and got confirmation it was accepted. I called two weeks later to get a status and the processing agent told me it takes 25-30 days to process a claim. This is a ridiculous amount of time to process a simple claim.

It's now March 22nd and I still haven't heard anything. So I called the processing agent's customer service number and they aren't accepting calls because of the coronavirus. I went online to find that there's any additional information requested and to check the claim status. It turns out they've requested additional information. There's been absolutely no communication from JH or their processing agent. Again, beyond ridiculous.

This will be the last time I purchase any type of insurance from John Hancock. Their customer service and claim assistance service is absolutely horrible.
I have ALWAYS had a good experience with SquareMouth but if these are the kind of vendors that you rate and score please enter ZERO stars for JH. I will actively deselect JH from any searches in the future.

impossible to contact

Great peace of mind and great service. I will never vacation internationally again without it.

I'm out some money because a made a hotel booking after I had purchased policy because of COVID -19. Then an hour and a half later I cancelled that hotel booking along with all my other reservations. I have a different view of trip insurance now.

It would be nice to receive a credit from the hotel for the future.

I was in Venice and then Florence as the coronavirus spread and they were closing down Italy around me. I myself had a cough and a cold. I called to see if the insurance would help me leave earlier and get home, before I was stuck. The representative showed no inclination to really help, just said no. I had no real choice but to stay, and then to travel (by train) to Nice (where while I was there they also closed public events) and then Paris to fly home, which was about 6 days later.
I think (still self-quarantining) I did not actually have/get the virus, but for sure the whole situation was unusual and leaving early was rational if not health-recommended under the circumstances. If I HAD gotten sick enough to go to the hospital, seems like the insurance would have had to kick in and would have been a whole lot more, including both medical/hospital and evacuation. I was just trying to minimize the potential outlay and maximize health. JH showed no interest in helping.
I will not use JH again. I always buy travel insurance, and this is only the second time I have ever even inquired about help from the insurer. I will go back to TravelEx, which was extremely helpful about 6 years ago, flying me home early for a relative's health emergency, even where they had an argument that the policy did not clearly require that.

The claims submission process was unclear, and because of that I almost missed the 20-day deadline to file a notice of claim. Originally I submitted the claim and documentation by mail to Starr Indemnity and Liability Company (apparently the policy issuer), following the procedure set out in the policy itself. I received USPS confirmation that the package was delivered, but never received any acknowledgement or other follow up from Starr Indemnity and Liability Company.
I followed up after a week to be sure the mailing had been received, by calling the Seven Corners claim submission telephone number. Without ever being connected to or contacted by a service representative, I learned that I could submit a claim online, which I did.
Once the online submission was received and acknowledged by Seven Corners (whoever they are), the claim processing itself was very prompt and courteous. I received approval of the claim within a week and payment within another week.
So, I would rate the claims submission process a 2 at best, but the claims processing a 5.
It would be better customer service for JHIA/Seven Corners to inform their insureds of the online claim submission process, rather than leaving it to the insured to discover it on their own.