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

I filed a claim but never heard back concerning any updates on my claim I feel like the ball was dropped . I experienced delayed luggage. I had to purchase items until my baggage arrived.

They have been awful..they have been unresponsive to my correspondence for the most part. They have denied my claim because my Costco Travel has not been able to provide them the exact reason why the airline cancelled a flight. There is no dispute that the flight was cancelled. Costco claims that the airline doesn't have to provide an exact reason. I have notified Hancock's adjuster that there is no provision in the insurance documents that I reviewed that an "exact " reason for cancellation has to be provided. I fully intend to dispute this matter and file a complaint.

Expensive.

I am very disappointed in the John Hancock Insurance Agency and the silver travel insurance plan that I had purchased.

I got Covid 19 while traveling with my family in Australia and we had to interrupt our travel to isolate per local COVID 19 recommendations. We incurred nearly $3000 in airline change costs related to canceling one segment of our travel and purchasing new segments for each of the four of us in the family.

I filed a trip interruption claim through the Star Insurance Company, the company the John Hancock travel affiliate. After escalating my claim through three levels of processing over multiple months, I was told my claim was denied. The reason for denial was because I communicated with my own physician back home and didn’t see a physician in Australia. There is one word buried in the policy under the definition of “licensed physician,” where it is stipulated that the physician I consult needs to be in my “locality.“ One word out of 16 pages of the policy. Providing a signed letter from my own doctor was not sufficient. They also said my Covid antigen test were not sufficient. Nowhere in the policy did it suggest that Covid antigen test weren’t sufficient, and I had no knowledge that using my own doctor at home was not sufficient to get my claim paid.

Why buy travel insurance if you’re going to get this runaround. I would suggest that John Hancock make it more clear.

I will not be using their services in the future.

I find it odd that I am getting a review request before you have actually done anything with my claim except to say that you would be doing something soon!

Both my wife's and my wallets containing our driver's licenses and social security cards were stolen. Beyond being at risk for identity theft, this prohibited us from renting a car for our vacation as planned since the places we were planning to visit were not accessible by public transportation. As a result, we could not continue our vacation and had to return to the U.S. prematurely, losing considerable money on prepaid hotels and attractions. Having filed a claim, we were told that other than the wallets themselves, we would not be covered for our losses since the only documents that would qualify for such would be our passports. Given the fact that we expended a significant on our policy and had to terminate our vacation as mentioned, we find the reasoning by the insurance company both short-sighted and inconsiderate.

Filed two claims. The response has been slow. One claim was closed without notifying me. When I asked the reason, I was told that it was a duplicate. It was not a duplicate. Still waiting for responses.

John Hancock contracts out their claims to a 3rd party management company. I submitted my claim and all the requested supporting documents only to receive notice 2 weeks later that they were waiting on my documents. I again uploaded them thru the link they provided, including my claim number as instructed. I received electronic notice that the uploads were successful. For additional verification, I took the time to call and ask their agent if she could see that the documents were indeed there & she affirmed they were. I did this since apparently the first time they didnt receive them. Now, 2 weeks later (one month after filing claim) I receive another notice they are waiting on these documents. How can this be since their own agent told me she saw them in my file? I have now submitted them a third time, thru a different venue. I am frustrated, annoyed and disappointed at how this has gone.

So, my complaint is with the 3rd party settlement company, Sedgwick Claims Management Company, but they are subcontracted by John Hancock.