The process was easy and very professional.
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.
We had NO idea that baggage losses from a rental car are excluded. The agent said that on page 8 (or somewhere) there was a specific exclusion. This is the worst kind of misrepresentation to hide important things in fine print in a lengthy document few people read. It was NOT mentioned in the summary.
We have not yet filed a claim.
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.
Thank you for taking the time to submit a review.
We are sorry to hear of your negative experience.
A member of our Zero Complaint Team was in contact with you on 5/10/2016. However, please contact us if we can be of any further assistance. We are delighted to help and can be reached at 800-240-0369.
After having part of our trip cancelled due to weather, we submitted our claim. I had questions about how to file and these were answered promptly. My claim was approved and my refund issued with no additional hassles!
My wife and I booked a cruise with Pearl Cruise Lines for a cruise to Cuba. The cruise was cancelled because visas were not obtained. Fortunately, Pearl reimbursed us for the entire cost of the cruise.
BUT. I obviously had to cancel our airline flights and was charged $175 to transfer miles back to my account. Unfortunately, the claim forms are so complicated that my wife is having a difficult time completing them. One would have been hopeful that the claim process would be simpler in a case like this where we have a small but yet insurable claim.
Thank you for your review.
We apologize for your negative experience with John Hancock.
A member from our Zero Complaint Team will contact you today to discuss this further.
Please contact us at 800-240-0369 if you have any questions, we are happy to help.
Working with John Hancock was a minor headache. It took four or five submissions of our claim for it to acknowledge receipt. Only the intervention of Squaremouth succeded in getting the claim approved. Squaremouth is wonderful and they really mean their guarantee. Use it. For Handcock I suggest avoiding and finding another isurer through SquareMouth.
I was happy with settlement asked for more but think it was fair didn't like that you ask for original purchase receipts who has receipts for a jacket from two years ago I hope this never happens to me again but I think a good way to know what is in your bag is to take pictures as you pack thank you
It was very good, better than previous experiences with other companies.
Review Updated: 01/19/2016
I had a simple claim, presented the documents and my claim was paid as presented>
I made a claim at least 2-3 weeks ago. I was told a letter was sent to me concerning what else is needed. I have received nothing and I am getting no support whatsoever from you or the insurance company . I am at the point where I am ready to report this to the insurance review board in Illinois and publish negative remarks on yelp, Facebook and ano other online rating system. Please contact me. XXX XXX-XXXX
Review Updated: 11/12/2015
I have received no help whatsoever in processing my claim. I am unable to get a copy of the police report from Engkand. The authorities there say my insurance company has to request it. I have given you and the insurance representative all of my information to do so. I have asked for an acknowledgment that they would. I have heard nothing. If my claim is closed that is news to me. This is the worst treatment I have ever gotten as a client. I would appreciate someone contacting me to discuss this matter. I believe I spoke to Kelly at Squaremouth. I have copied her on everything snd I have not heard from her either. I plan on publishing my experience on yelp and any other internet service that has reviews. I am an attorney and know this is not the proper way to handle a claim. I will also report to the insurance board of review for the State of Illinois. My phone is 630 251-7172.
Thank you for your review. We initially received your claim on 10/10/2015. A letter was mailed to you indicating the items needed in order to pay your claim four days later. Unfortunately, it seems you did not receive that letter. We have also sent you an email indicating the items that are required. We have just left a message at the phone number you have indicated so we can answer any questions you may have. All insurance companies require the proof of loss documentation in order to process your claim. We are happy to process your claim in a timely manner once all the documentation has been received.
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.Read More
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.Read more
$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
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.Read More