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

So far we have used John Hancock Travel insurance twice this year and fortunately we haven't had to make any claims as both holidays went off with only a minor glitch or two, strikes in France and train cancelations, etc..,. When shopping for travel insusrance using the comparison tool we found it to be quick and easy and most things are right at your finger tips. I spoke with one or two agents during our search and they were great to work with, couritious, profressional and knowldegeable. Quotes were written qucik and easy. I will end with saying insurannce is great until it comes time to actually needing it and weaving through the claim process. Truth be told I have no 1st hand expereience with John Hancock in this regard.

Here is an idea for your marketing team. How about incentivizing customers who do not file claims with a Welcome back from your successful trip rebate of say ~10% and offer the customer the option to send a photo or two of their travel in addidition to their survey.

John Hancock's claims are handled by Broadspire. There is no way to contact a person. I have submitted all the documents they asked for and they keep telling me it's incomplete. The issue is that we did not go on a tour booked through an operator. We booked the plane, rental cars, hotel stays, and activities ourselves. Broadspire keeps asking for a letter from the tour operator. We're stuck in a loop, and apparently only robots work there. I finally went back to the original policy and found a number for John Hancock Customer Service, and when they answered the phone, it was Broadspire again (confusing!). They were a bit snippy and informed me that OF COURSE I had an adjuster and OF COURSE he could be reached. So they gave me his number. But first they told me that he probably wasn't in, they didn't know when he would be, and that I should allow several business days for a response. I ignored that and called the number right away and he picked up.

Then I was on the phone with him for at least 30 minutes, if not an hour. He told me his headset did not work, so his voice was very muffled and hard to understand and there was background noise - very unprofessional. I had to walk him through all the submitted documents - he wasn't familiar with them. Then he had to read John Hancock's policy manuals to see what to do while I waited. He concluded that I should be reimbursed for my canoe safari, but not for my airfare change. I disagree, but at least I got most of my money back. There are details below in case you want to review his decision. I'm not going to waste this kind of time for an additional $120 or so.

However, I will never use John Hancock again. If this was the kind of non-service, non-insurance that I get and I was only claiming $750, what kind of service would I get if more was at stake? In the past, I used Travelex, and they were great, so I'm going back to them.

Details of the claim: We changed our reservations less than 2 weeks before the scheduled date, thereby incurring a few cancellation and change fees. The reason was Cyclone Gabrielle, which caused New Zealand to declare only their third ever national emergency. There was massive flooding, roads were out (and still are), emergency workers were having a hard time in the area. We could not even get confirmation from one of the VRBOs that they were still open. We were able to cancel and rebook our reservations to a different part of the country and continue with the vacation. We have asked to be reimbursed only for about $750, representing the cancellation fees we had to pay.

I interacted with an agent about a question and received immediate, courteous response.

Securing the policy and editing information was straightforward and efficient. The claims process leaves more to be desired. Portal wasn't working properly, remittance address shown on the website is invalid (per USPS), and responsiveness has not been consistent. The adjustor handling my claim was a timely and thorough communicator. His "manager" not so; it's been close to a month and there is still no response as my claim continues to be under review.

I was unable to go on the trip due to my mom being ill she’s 88 years old and bedbound so I had to cancel the trip

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.

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.

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

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

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.