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

It was simple to review the products John Hancock offers online, we made a selection and bought a policy. We had a level of security assuming the company would stand behind that policy. One week into our 30-day trip while we were in Scotland, I contracted covid. While I was sick my husband contacted John Hancock to gather information about making a claim and perhaps ending our trip. The first person he spoke with was a woman who was very helpful, gave him good answers and was ready to help him take the first steps to put in a claim on our policy. Then the call got dropped. My husband called John Hancock back, got a man on the line from JH and had to begin the process all over again. After repeating all the same information to JH, this customer service person seemed to be an obstructionist to our need to make a claim. He said we had to get a PCR test in order to prove our claim, he would not accept our home test or take our word for it. It might be good for JH to state that in their policy requirements. We're away from home and one of us is very sick and JH was not sounding supportive or giving us any guidance. It didn't feel helpful. My husband called the Scotland National Health Service to see about getting a PCR test and found out that they do not do those tests. Neither do they isolate or treat covid any different than a head cold, they treat it as endemic. They advised us to take our antiviral medicine (which we had done), wear a face mask and go on with our trip. We didn't have much choice, thank goodness the antiviral meds worked.
In the end that is what we did.

We had a great trip and met a couple of people in our group that did come down with COVID in Portugal so there was risk. I would highly advise anybody traveling to take out insurance for this reason. In our case we didn't have a choice it was required.

Very helpful with the information and purchasing of travel insurance.

Overall a poor experience. They give you multiple claim numbers and then claim the prior Customer Service rep did it wrong. Have emailed all receipts as requested and they say they can’t open the files. They originally requested email over uploading because their website is confusing. Basically as far as I can tell this is a process to confuse their customers and not pay claims. What they say on the phone differs from what they say when they talk with you on the phone. No one appears to know up from down. Disappointed and disturbed. Don’t plan on using them ever again at this point. Ruining the Hancock brand

The website for claims is VERY frustrating. The system lets you send documents and then after all the overhead tells you you were not successful. So repeating the process by NOT backing up or submitting a smaller file of files or everything else I tried, did not work. It took me days to gather all the information since I did not have a travel agent and I am still trying to acquire the documents I need. The trip was cut short due to hurricane Hilary. The people were good once I got ahold of them but that interface was initially challenging too. I expected the process to not be so difficult. I've spent almost 10 hours on it.

I realize that there are many challenges with our environment these days which is a good reason to get insurance. Best of luck resolving the claims.

Good policy options, competitive pricing, and good support on pre-departure questions and changes. If this continues, I’d definitely use them again. Thanks!

The only short-coming that I felt could have improved my experience was to have a confirmation of my insurance coverage about a week before my scheduled departure and a pair of contact cards for us to have in case of any emergency or need to contact our insurance carrier. This is why we gave 4 stars and not five for my overall experience.

Thanks,
Ed

Everything I needed coverage for was provided at a very reasonable cost.

Unfortunately for me, I had a serious solo bike crash on the third day of my tour - exactly the reason one purchases this type of trip insurance but strongly hopes never to need.

So far, my experience with John Hancock (more specifically, with the multiple separate companies JHancock uses to handle actual incidents and claims) has been horrible. It has been very much the complete opposite of the type of support and service I had expected given the policy itself, the company's reputation, and the reviews / user experiences that I consulted before choosing JHancock trip insurance. They provided exactly ZERO assistance of any kind while I was in the trauma center in Berlin, ZERO assistance with my return to the US for followup medical treatment.

Because medical treatment is still in progress, my claim is not yet final. But so far, I have received nothing but form-letter-email requests for documentation, over and over again, for documentation already uploaded to their claim site!