Sales & Service Data

TOTAL SALES
7,173
Since 2012
MONTHLY SALES
253
Average Monthly Sales Since 2012
REVIEWS
323
Since 2012
Overall Rating
4.38 Out of 5
Detailed Ratings
  • Customer Service Before Trip
  • Customer Service During Trip
  • Customer Service During Claim
Overall Rating

7,173
policies sold

0.7%
negative reviews

0.7% (48) negative reviews to sales
Average on Squaremouth is 0.6%

  • 5 stars
    183
  • 4 stars
    63
  • 3 stars
    29
  • 2 stars
    7
  • 1 stars
    9
Top Providers
HTH Travel Insurance
4.57/5
RoamRight
4.52/5
InsureandGo USA
4.51/5

John Hancock Insurance Agency, Inc. Reviews


  • Overall Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    From: Verified Squaremouth Customer

    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>

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    0 out of 0 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Gold
    Review Received:
    From: Verified Squaremouth Customer

    Claim handling was very easy and efficient. Claim payment was accurate and timely.

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    0 out of 0 people found this review helpful

  • Overall Rating 1 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Response From:
    John Hancock Insurance Agency, Inc.
    John Hancock Insurance Agency, Inc.:
    Cathy Dineen
    Response Received:

    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.

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    0 out of 0 people found this review helpful

  • Overall Rating 4 out of 5
    Policy:
    Gold
    Review Received:
    From: Verified Squaremouth Customer

    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.

    Response From:
    Squaremouth
    Kasey Krueger
    Response Received:
    October 19, 2015

    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.

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    0 out of 0 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    From: Verified Squaremouth Customer

    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!

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    0 out of 0 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    Good value policy compared to what is sold by SmarTours.

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    0 out of 1 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    Great pricing with well known insurance company

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    0 out of 1 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    none

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    0 out of 2 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    Awesome customer service, the agent took time to explain the coverage with me. The price was unbeatable! Will purchase again! Thank You!

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    0 out of 0 people found this review helpful

  • Overall Rating 5 out of 5
    Policy:
    Bronze
    Review Received:
    From: Verified Squaremouth Customer

    Price and what it offered.
    Yes I would recommend this policy to others

    Review Updated: 10/23/2014

    The process of filing a claim was very straight forward. Everyone was very curteous and helpful through the process.

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    0 out of 0 people found this review helpful

$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

See what happened

Silver Stevie Winner for Customer Service

Squaremouth wins national award for Customer Service Team of the Year by the American Business Awards.

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Safe with our Zero Complaint Guarantee

Every travel insurance policy purchased through Squaremouth comes with the Zero Complaint Guarantee.

In the event of a complaint, Squaremouth will mediate with the insurance provider on behalf of our client.

Unless the complaint is resolved to Squaremouth's satisfaction, the provider will be removed from the website.

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One of Florida’s Best Companies to Work For in 2015

Headquartered in St. Petersburg, Florida, Squaremouth’s unique work environment and core values have led to consistent recognition for company culture, outstanding office space and rapid growth.

In 2015, Florida Trend magazine named Squaremouth the 18th best small company to work for in Florida, highlighting the company’s exceptional culture in a special feature article.

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