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

It’s always a good idea to plan for the unexpected and hope for the best. One never knows what the future plans hold.
I liked the available options that met my need.

Very easy to work with when needing to make changes. Good experience.

Very nice people. Answered my questions. Helped me with what I was trying to do.

A very good site to compare and select a good travel insurance plan.

The amount of documentation they require is absurd . I am trying to just get back some funds for 1 day of the trip that we could not do due to weather and i feel that the amount of documents is not needed .

Had a few questions regarding what was covered or not. Got quick answers.

Filing and processing a claim with John Hancock (StarrTravelClaims/Sedgwick) was a very painful experience.
Every step of the process was extremely slow. The communication process was terrible.
- After sending in the initial claim request it took nearly a week for them to respond with what was needed to proceed with the claim.
- I would get emails asking for another document or receipt. I would send it in right and then it would take several days for it to be acknowledged. At one point I had to send the same information three times before it was acknowledged.
- I was never able to reach my claim agent when I called in. Whenever I asked for a call-back, I would be told she would call back by end of next business day. Rarely did I get a call back at all.
- When I sent emails all I would get is an automated response saying someone would get back to me within 5 business days.

Between flight cancellations for weather, flight cancellations for mechanical, flight delays for medical, a flight turned around for an unruly passenger, missed connections, etc, we missed the first two days of our tour, and then were a day late getting back home. Since we bought our airfare with travel reward points, we did not file for airfare; we only filed for lost tour days, taxi and rental car expenses, meals, and hotel expenses not covered by the airline.
In the end, after nearly two months of back-and-forth with StarrTravelClaims/Sedgwick, 80% of our claim was denied.

The person I had initial contact with was not as helpful as he could have been. All I recall hearing was get a doctor report and call us back. I understand he was following protocol but I was in pain in a foreign country. A little empathy would have gone a long way.