John Hancock Travel Insurance Reviews

While traveling in Bali, I fractured my big toe. I went to a hospital and got Xrays for confirmation. I called John Hancock Insurance and since there was a suggestion that I may need surgery, they transfered my case to Global Excel Management. It turned out I was able to avoid surgery and just need to make a claim for the ER visit and one other consultation. I called John Hancock and they said that I now had to work through Global Excel. I had tried to fill out claim forms while I was in Bali, but discovered the data I entered was not saved and I would need to start all over in order to complete the form. Once I arrived back home, I called John Hancock, and they again referred me to Global. I then called Global's claim department, (which has a convoluted and ambiguous voice system one needs to try to navigate to get to the claims dept) and requested that they send me a claim form so I could make the submission. They said they would send my request up the line but it would definitely be coming via email. I waited about a week or so and called again. I got the same answer, that my request would have to be reviewed higher up the line and that the form would definitely be coming within the next few days and that they would put an expedited request on the review. I did not receive any communication back from them. Then on July 1, I sent the claims dept an email, requesting the form. Since my first request via in-person call to the email on July 1, Global Excel seems to have gone dark. I have received no follow-up and it feels like now I am being stonewalled. It certainly feels like bad faith on Global Excel's part. I will now attempt to find a claim form on line and hope I can get it filled out before data is lost and I need to begin all over again. I see I have 90 days to submit my claim. I am trying, and it feels like they are trying to make the time run out so I lose my window of time to complete the claim. This situation is becoming frustrating for me and I would not recommend this company to my friends. Thank you for your auditing. Laura

John Hancock customer service answered all my pre-trip questions satisfactorily.

Easy transaction. Clear and concise coverage details and explanation. When my trip schedule changed by a couple of days one easy phone call to customer service got the records updated Thankfully our trip was flawless and we do not have to deal with making any claims. I highly recommend Squaremouth and in particular John Hancock.

I had an excellent experience in filing a claim. The communication was consistent and helpful. It was resolved and I am 100% satisfied.

I was stranded at an airport and had 9 flight delays. When I tried to reach a John Hancock agent to determine what my options were that would be financially reimbursed I was told that the office was closed for the weekend and to try back on Monday.

The claims process was slow and very laborious! It was a one month long trip and I had arranged all the stops and stays myself. They repeatedly required me to send them every single one of the travel stops and hotels arrangements, even though they were irrelevant to our claim. I had to send well over 100 pages of documentation, and then they required me to resend much of it. The response time varied from a few days to over a month. The total processing time from claim to payment was about 4 months. The way they process claims is to categorize them, so they paid us under the "lost baggage" category, when in reality we were robbed. They did not pay for contents, they did pay the max for each of our (1) bag. Since my husband paid for the hotel while we waited for me to get an emergency passport with his Marriott points, they did not credit anything for that. In the end, they did pay, so overall I'm happy with that. It was just such a painful process.

I will never use John Hancock Insurance Agency again. They clearly do not have any interest in completing this claim. Links didn't work on their emails and they would never read the explanations that I provided. I was not able to go on my trip because my mother fell and broke her hip. I was able to cancel all of my trip without cost except for the airfare on Iberia yet they would not work with me.

When I book my trip for the fall to either Japan or Europe, I'll not be using John Hancock.

The underwriter tried everything they can in order not to pay what should be covered. My trip was interrupted due to the cancellation of my credit card affected by credit card theft. They first requested all the documents and repeatedly requested same documents again and again for many weeks. Then they claimed that this is not an unforeseen event on the fine printed list of unforeseen events. Thus they refused to cover the claim. I will spread this on social media as much as I can to warn future travelers not to fall in the trap, and I will contact insurance commissioner to ask for help.