John Hancock Insurance Agency, Inc.
Overall Rating 4.2 out of 5
Overall Rating 4.2 out of 5 1,315 Reviews Since 2012

  • Rating 5 out of 5
    Policy:
    Bronze
    Review Received:
    April 9, 2023
    OR from OR Verified Squaremouth Customer

    I filed a claim almost a month ago due to a missed connection caused by a flight delay. The claims process was very confusing. John Hancock's claims agent kept sending me forms for a medical claim, not a travel delay. I finally received and filed the correct forms, but now can't find out the status of my claim. The claim status website says the claim is 'closed', but there no information about whether or how much I will receive. I am very unhappy with the difficult process for what is a very simple claim.

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    11 out of 11 people found this review helpful

  • Rating 4 out of 5
    Policy:
    Bronze
    Review Received:
    April 7, 2023
    Marilyn from CT Verified Squaremouth Customer

    I filed a claim for a trip delay and received full reimbursement for my claim. The process was completed within two weeks. I give it 4 stars because I found the website to be clumsy and difficult to navigate. I ended up calling in my claim and mailing in my documentation. Otherwise, I was pleasantly surprised after reading reviews about various insurance companies. I think the trick is to have all your documentation. If something happens on you trip call the insurance company right away to see what documents you are going to need to file the claim. Much easier to get documentation while you are there then trying to deal with it when you get home. The people I spoke to on the phone at John Hancock were very professional, sympathetic and polite. Actually bought another policy from them for an upcoming trip.

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    9 out of 9 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    April 1, 2023
    Ana from FL Verified Squaremouth Customer

    Easy to purchase.
    Contacted Customer service for Covid 19 coverage letter and agent was really helpful. I had my letter within 24 hrs.

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    2 out of 3 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    March 28, 2023
    Sergey from FL Verified Squaremouth Customer

    I called them up due to the 24 hours delay and all my questions were answered promptly.

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    4 out of 4 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    March 24, 2023
    Jorge from FL Verified Squaremouth Customer

    all the process of purchasing the travel insurance was easy and smooth, it gave us peace of mind during the whole trip to Peru.
    We didn't need any medical assistance, but it was a good feeling that we had the travel insurance with John Hancock.

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    0 out of 1 people found this review helpful

  • Rating 1 out of 5
    Policy:
    Silver
    Review Received:
    March 21, 2023
    Mary from NV Verified Squaremouth Customer

    We were paid a minimal amount for our claim. We telephoned multiple times to contest the amount. Our calls have not been returned and the person we need to speak with is never available.

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    4 out of 4 people found this review helpful

  • Rating 2 out of 5
    Policy:
    Bronze
    Review Received:
    March 19, 2023
    Laura from NH Verified Squaremouth Customer

    This is the first time I have purchased independent travel insurance. It was easy and will do it again.

    However, upon return from my trip I contacted John Hancock due to delays, missed connections and expenses incurred due to issues beyond my control. Spoke to a very nice young man who promised to send me the paperwork to start a claim. Its now been 16 days and no sign of the paperwork. So far, on the John Hancock end, I'm not impressed.

    I do not think the question about pre-departure is a fair one unless you add a question about post-departure experience. I didn't have any experience pre but did post. So giving a low score as sort of an average.

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    7 out of 7 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    March 13, 2023
    Laura from SC Verified Squaremouth Customer

    My first call ended up
    In a very long wait and call back. While waiting I tried to file online and the system would not take some required info and did not allow me to save a draft, instead erased it. I called back three days later and was helped by Kevin in setting up claim number. Now I must wait up to 10 days until claim is visible to me online. I find this ridiculous

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    11 out of 11 people found this review helpful

  • Rating 5 out of 5
    Policy:
    Silver
    Review Received:
    March 13, 2023
    Charles from FL Verified Squaremouth Customer

    This is my first experience with John Hancock Insurance Agency, Inc.. Thus far I can only state that my experience has been satisfactory.

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    0 out of 0 people found this review helpful

  • Rating 2 out of 5
    Policy:
    Silver
    Review Received:
    March 1, 2023
    Julie from CO Verified Squaremouth Customer

    I called and started a claim because our flight was cancelled due to a blizzard in Colorado. I have never received the paperwork yet by mail or e-mail. I was on a long hold, asked about what we needed to file the claim and she was not quite sure. So, no I am not very happy right now. Any assistance would be appreciated.

    Review Updated: 04/06/2023

    Horrible, DO NOT USE THEM. Called from the hotel as soon as our flight was cancelled, started a claim, got a claim number.
    Called again when I got home to follow up on the claim, I called the same number on the bottom of the card that I called to start the claim.
    No one knew what I was talking about, So I called the other numbers on the information that they sent me, they say no claim was filed and started a new claim. I faxed the paperwork and a copy of my plain ticked, no response.
    Called again, they said someone would call me by the end of the day, no call, no email. I tried calling the claim adjuster, no response.
    Now it's been since February22 that I have been dealing with this and still no response untill today.
    Now they want information that I have already sent, So Frustrating!!!!!

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    23 out of 23 people found this review helpful