Compare John Hancock Insurance Agency, Inc. Plans in Just A Few Simple Steps
John Hancock offers three comprehensive policies on Squaremouth; Bronze, Silver, and Gold. All plans provide adequate medical coverage for international travel and the option to add Cancel for Any Reason insurance for eligible trips.
See how John Hancock Insurance Agency, Inc. compares to other providers on Squaremouth in customer satisfaction and service quality:
*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.
John Hancock customers praise the provider for their helpful customer service, especially when modifying existing policies. Some customers report slow communication and time-consuming paperwork when filing a claim.
The 24 hr. Emergency customer service agent was very helpful in approving the medical treatment that was needed in Germany. I have submitted my claim 8 days ago but have not heard back from them yet on if they are in receipt of the claim. I am hoping to resolve this soon.
Files claim 2 weeks ago have gotten zero response
Review Updated: 11/27/2023
Keep asking for docs and we send them and then they say we didn’t send them. Resend to same email and then Asking same questions even after answering them. So far not a lot of confidence in this process.
I tried to call but no answer so I used the online link to file a claim. I never heard anything from Hancock until this email asking me for rating.
I had issues with the beneficiary forms. Very difficult to find someone who knew the information and after getting the forms, I had to have them notarized, then sent certified mail. I called to make sure that they were received, and no one could help me.
It was simple to review the products John Hancock offers online, we made a selection and bought a policy. We had a level of security assuming the company would stand behind that policy. One week into our 30-day trip while we were in Scotland, I contracted covid. While I was sick my husband contacted John Hancock to gather information about making a claim and perhaps ending our trip. The first person he spoke with was a woman who was very helpful, gave him good answers and was ready to help him take the first steps to put in a claim on our policy. Then the call got dropped. My husband called John Hancock back, got a man on the line from JH and had to begin the process all over again. After repeating all the same information to JH, this customer service person seemed to be an obstructionist to our need to make a claim. He said we had to get a PCR test in order to prove our claim, he would not accept our home test or take our word for it. It might be good for JH to state that in their policy requirements. We're away from home and one of us is very sick and JH was not sounding supportive or giving us any guidance. It didn't feel helpful. My husband called the Scotland National Health Service to see about getting a PCR test and found out that they do not do those tests. Neither do they isolate or treat covid any different than a head cold, they treat it as endemic. They advised us to take our antiviral medicine (which we had done), wear a face mask and go on with our trip. We didn't have much choice, thank goodness the antiviral meds worked.
In the end that is what we did.
We had a great trip and met a couple of people in our group that did come down with COVID in Portugal so there was risk. I would highly advise anybody traveling to take out insurance for this reason. In our case we didn't have a choice it was required.
Very helpful with the information and purchasing of travel insurance.
Overall a poor experience. They give you multiple claim numbers and then claim the prior Customer Service rep did it wrong. Have emailed all receipts as requested and they say they can’t open the files. They originally requested email over uploading because their website is confusing. Basically as far as I can tell this is a process to confuse their customers and not pay claims. What they say on the phone differs from what they say when they talk with you on the phone. No one appears to know up from down. Disappointed and disturbed. Don’t plan on using them ever again at this point. Ruining the Hancock brand
I found it repetitive to upload the necessary documents to file the claim on the Hancock website only to upload the same documents again once the case was assigned to an adjuster.
The adjuster also didn’t review all my documents initially since part of my credit card statements (in two separate clearly labeled files) were not included in the initial payment.
However, once I pointed out the oversight it was rectified quickly.
The website for claims is VERY frustrating. The system lets you send documents and then after all the overhead tells you you were not successful. So repeating the process by NOT backing up or submitting a smaller file of files or everything else I tried, did not work. It took me days to gather all the information since I did not have a travel agent and I am still trying to acquire the documents I need. The trip was cut short due to hurricane Hilary. The people were good once I got ahold of them but that interface was initially challenging too. I expected the process to not be so difficult. I've spent almost 10 hours on it.
I realize that there are many challenges with our environment these days which is a good reason to get insurance. Best of luck resolving the claims.
Review Updated: 11/08/2023
The claim was complicated but the agent came through and I received all due claim expenses. Everyone has been helpful and the phone process was very helpful. If the website could be improved it would be a 5 star rating. The website would let me do all the work and then at the end send me an error instead of a success statement. No idea what the error was. I'd resubmit the documents with various modifications unsuccessfully. The phone call made the difference. All's good. Thank you.