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

Too soon to tell. Have not filed claim yet.

We had to cancel our trip due to a medical issue. This was the first trip we have ever had to cancel. I called John Hancock right away to find out what I needed to do to file a claim. They first sent me the wrong form to fill out. I had to call them back since the form made no sense to me -- that's when they told me it was the wrong form and then sent me a 2nd one. I filled out the 2nd form and submitted it online back on 2/26/18. It took them a week to create a "claim number" and I am still waiting to hear back from them about the status of the claim (I called about 2 weeks ago and they said it could take another 20 days!). I have to admit, I've bought JH policies a lot and based on this experience, I'm not too impressed. We also had to cancel another trip we had insured with TinLeg. I submitted all the paperwork online to them on 2/26 as well and as soon as they got the info from my doctor on 3/7/18, I received an email saying it could take up to 15 days to review. On 3/8 (just 1 day later), I received an email saying my claim was approved! Less than a week later, I had the check! Working with TinLeg was VERY impressive. Both trips were cruises we had to cancel for the same reason and the claim amounts were about the same.

Also, when I tried to upload all the supporting documentation JH was asking for, their website would not let me upload everything at once. I had to load it in 7 separate uploads. I had to call their web support number in order to get it done (and I'm fairly tech savvy). They could not understand why it was giving me error messages either since the total number of documents and document sizes were well within the limits they said they could accommodate. In fact, the last upload gave me an error message, said on the screen that it had NOT uploaded, but the gal on the phone said she saw it in the system. Incidentally, the upload with TinLeg was a breeze -- all documents uploaded at once with no errors.

Very good customer service.

I got misleading information while I was on trip.

Delayed in Singapore 24 hours. I called to find out what to do and was told to go on line. This was not helpful as I was in Singapore and had limited internet. Told the person this she was not responsive. Was also on hold about 30 minutes. Expected better service when there is a problem. Still have not heard from company after 24 hours being faxed.

Got insect bite day before end of trip by the time anything developed into a rash in a day the trip was over. Sought medical attention when got home so would not cancel travel plans air ect. Contacted insurance agency about medical expense and was told would not cover medical expense because by the time i could get to see dr during that time period couldnt get in to see dr till period was over by one day. Contacted squarmouth about problem and was told they would look into it. 6 days have passed and no reply from either squaremouth or John Hancock. Looking into contacting my state insurance commissioner for information about filing complaint.

I am still waiting for the paper work. I need the paper work to submit for the 2 day delay. I hope it comes soon

The agent was very helpful. I am waiting to file the claim for all the information needed to come in.

My return flight was cancelled due to high winds in the Northeast. My trip was delayed one day. I called in to advise the insurance co of my situation. They were sympathetic and I did find a hotel to stay at although many were already fully booked. A claim form was emailed, and I submitted it and my Priceline hotel receipt by fax after we returned. They confirmed receiving my claim, and it is in process.

Our trip was interrupted by the snowstorms in Ireland and the United Kingdom, delaying our return to the USA. We do intend to file a claim as soon as we can collect needed receipts for expenses incurred as a result of the delay.