I purchased this insurance mainly for the medical coverage as I would be away in Italy for 2 months. While there I contacted customer service on two different occasions to discuss how I would find a medical provider and to inquire about a specific medical provider's agreement to John Hancock. Both times I was pleased to find I had received a quick and thorough response. I did not need to use my insurance however I would have felt confident seeking medical attention if there was a need as I had good communication with a representative.
I was told about a two week processing time. It took about three. Not a big issue, but they could have reached out to me about the delay. I called once and emailed them twice.
Overall, I gave them 4 stars because they did not keep me informed. The claim was for the amount I was expectimg which was in 5 figures.
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).
to buy the insurance is no problem.problem is when you need help and file the claim
i have a very bad trip and lots of problems with my trip but no help with the claim
the i have file a multiple claims but non of them was resolved yet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
just a big problem (i didint have any clothes the airlines lost my 4 bags)and no help foom insurance
the trip was delay and change few times but no help from the insurance
Never again with that insurance company!!!!!!!!!!!!!!!!!!!!!!
John Hancock out sources there calls. The person I talked with was not very nolagable on travel insurance .very disappointed !
Appaulinly difficult process to even initiate a claim. Consistently given the run around from insurance agency
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!
Your description of the "cancel for any reason" is misleading as it requires that it be 2 days prior to the trip. Since any reason can be up to the moment of departure, the 2 days is nothing more than a "gotcha " clause buried in page 7 of the details and mentioned nowhere on the summary..
I'll let you know when I receive payment for my claim.
Review Updated: 10/25/2017
My claim took an excessive time to process even though I provided all the receipts up front. When I heard this morning, they only paid about 60% of the claim. My medical condition required me to convalesce for a number of days before we could resume our journey. I was discharged from the hospital after two days and could not live on the street or eat in soup kitchens. They did not reimburse me for hotel and meal expenses during my convalescence. I paid over $800 for coverage I was led to believe would cover my trip delay expenses. It was a rip off. If you are traveling, do not be taken in by this company.
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.
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