John Hancock Travel Insurance Reviews

Took months to complete. Had to explain and argue everything on top of receipts and bank statements. Should not be so difficult.
They work very very hard to find reasons not to pay so it makes the process miserable for the customer. In our case a few days before vacation I was admitted to the hospital on emergency basis ended up with major heart problems requiring quadruple bypass surgery thus having to cancel our trip. Notification to them was made first week in September with receipts for everything we had paid for that we were unable to cancel and that was not sufficient, they constantly wanted to verify the obvious just as a delay, and wear you down tactic. Our Airlines and Cruise companies were no problem at all in giving us and them information and what we were out but again not good enough, so then it was a copy of every individual payment, not good enough . Then actual bank statements of each payment. It was over the top and luckily had time and resources to play their game it took two months to receive the majority of what we were out minus the cost of the insurance itself. Not a great company or experience is my opinion.

First emergency call with John Hancock after medical emergency and travel disruption was confusing and I was still in shock. The agent did not explain things well. Next day I was contacted by another agent who expressed empathy and walked me through the medical expense part of my claim but didn’t help explain travel change/disruption as those are separate areas of the company. Then an agent followed up a couple times to make sure the medical part was going ok. They were steering my answers so that they didn’t have to pay me for anything. Kind of rude. Also called me before I left the country to say the medical part was now closed, which it wasn’t because I wasn’t back in the US yet and something could have happened before I got home.

I still don’t know what to do about travel disruption and now their third party claims company is asking for the same documents I already sent John Hancock.

The process was slow but John Hancock did approve our claim. Overall, we were pleased with their service and would purchase through them again.

It’s really hard for me to rate John Hancock insurance at this point. I called for help because the website was giving me problems and I was just directed to a different website. It took hours to get everything complete because if you’re not acting fast, the site just goes back to the beginning and wipes out everything you’ve put in before. I finally got everything done and that was on Monday, October 6 and I have yet to receive any further information from them at this point in time.

No issues. Since I do not need to file a claim I cannot give any additional feedback

While I was away there was a threat of an air traffic controller strike in Paris that would have impacted our travel. I called to find out about coverage so as to be ready to respond. The agent was very helpful. Fortunately, the strike was called off.

Had to change dates of departure and details. The agent made it easy to communicate and confirmed changes in coverage dates. Great experience.

I requested a claim form via email (as instructed), but have not received any response.

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.