Did not contact until back in states
Claim process not far enough along to have an opinion yet
They never paid anything. Kind of a waste of money...
I chose John Hancock Insurance because of my association of the company with stability & professionalism.
It was very good, better than previous experiences with other companies.
Claim handling was very easy and efficient. Claim payment was accurate and timely.
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.
I have a small medical claim ($65) and find their claim process cumbersome. Have to download 4-6 pages just to file a claim. Would never use them again. Spoke to one of their "service" reps on the phone and he was of no help.
Would not recommend them to other travelers. Other companies I have used would have paid this claim without all the hassle of filling out various forms.
Review Updated: 11/15/2015
They did pay the claim in full. I still object to their antiquated claim process. They required a multi page form for a tiny $65 medical claim. They then sent me a separate letter saying they were going to pay the claim and they subsequently did send the check. Why not include the check with the letter? I think they should review their claim processing procedures with a thought as to how they could handle a small claim more effectively.
Thank you for taking the time to write a review.
I am sorry to hear of your negative experience with John Hancock.
A member of our Zero Complaint Team has contacted you today in regards to your complaint.
I understand the claims process can be tedious, unfortunately, the documentation that John Hancock has requested from you is needed to process your claim. The documentation that is requested varies depending on the insurance provider. Some providers have an online system, while others will request paperwork.
Please contact us at 800-240-0369 if you have any further questions. We are delighted to help.
Very pleased with the coverage and the service received. The policy covered a travel companion's family hospitalization that prevented us from taking the trip. Within 6 days of filing the claim, the checks were issued. Fantastic service!
Good value policy compared to what is sold by SmarTours.
Great pricing with well known insurance company
$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
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