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.
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
THe claim process was cumbersome, painfully slow, and apparently the staff is very overworked not being able to process submitted claims for at least two weeks once received. Even when requested, communication was by mail rather than email which further slowed the process. The company either did not know how to handle claim materials submitted by email attachments or the company server was set to block all attachments. I received different explanations as to why my attachments could not even be opened. A simple line in the application form stating that email attachments can not be opened would have been helpful and saved about a month in the claims process for me. Since I work as a graphic designer sending out files as attachments on a daily basis to many businesses, I know that I know how to create, compress, and send files in spite of John Hancock (Sevencorners) trying to tell me that it was all my problem.
Having said that, I felt the compensation, once received, was the expected amount based on the description of what I purchased. I only had to refile one item of which I have received notification that I will be reimbursed.
Over all the cost of the insurance was very reasonable compared to the policy price offered by the cruise company. The Squaremouth web site was very helpful in finding a policy to cover only the items I was interested in having covered. Squaremouth gets 5 stars, having to use the purchased insurance which generally means your trip is severly hampered gets 0. I am grateful that we received reimbursement, 5 stars; how long it took and the process for getting the reimbursement, 2-3 stars.
I was very pleased with the help I received with my claim from the John Hancock representatives. I had minor damage to my rental car in Italy. I am happy to report that I just recently received my claim payment. I will refer John Hancock travel Insurance to my friends and, of course, always use John Hancock with my future travels.
Mary from Ohio
It was very good, better than previous experiences with other companies.
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
I have sent claims for myself and my son and your insurance company said we need to submit medical bills that list our name, which we already submitted but in Japanese not in English as the medical cost incurred in Japan. A representative confirmed this should be processed as they have a translator to read the Japanese medical bill, but when I called back to follow up for the status, they repeats the same excuse for not processing... I had the same conversations three times already and they keep asking me to wait for 10 more days each time and it's been already 1 month passed since I sent a claim initially. They just need a translator to read the bill. If they can't even process in foreign language bill, they should not offer an international travel insurance policy.
I cancelled my trip 10 days prior to departure, did not and do not intend to file a claim. Asked if I could be refunded what I paid for the insurance plan. Received 2 form emails asking for 'proof' of cancellation. Just sent another email with the refund amount from the travel agent....doesn't designate what is 'proof' of cancellation.
The only reason for 4 stars, not 5 was a slight confusion in their reading my first claim submission, but this was readily cleared up and the claim reasonably
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