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.
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.
Good policy options, competitive pricing, and good support on pre-departure questions and changes. If this continues, I’d definitely use them again. Thanks!
The only short-coming that I felt could have improved my experience was to have a confirmation of my insurance coverage about a week before my scheduled departure and a pair of contact cards for us to have in case of any emergency or need to contact our insurance carrier. This is why we gave 4 stars and not five for my overall experience.
Thanks,
Ed
Everything I needed coverage for was provided at a very reasonable cost.
Unfortunately for me, I had a serious solo bike crash on the third day of my tour - exactly the reason one purchases this type of trip insurance but strongly hopes never to need.
So far, my experience with John Hancock (more specifically, with the multiple separate companies JHancock uses to handle actual incidents and claims) has been horrible. It has been very much the complete opposite of the type of support and service I had expected given the policy itself, the company's reputation, and the reviews / user experiences that I consulted before choosing JHancock trip insurance. They provided exactly ZERO assistance of any kind while I was in the trauma center in Berlin, ZERO assistance with my return to the US for followup medical treatment.
Because medical treatment is still in progress, my claim is not yet final. But so far, I have received nothing but form-letter-email requests for documentation, over and over again, for documentation already uploaded to their claim site!
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.