John Hancock Travel Insurance Reviews

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.

A very good site to compare and select a good travel insurance plan.

The amount of documentation they require is absurd . I am trying to just get back some funds for 1 day of the trip that we could not do due to weather and i feel that the amount of documents is not needed .

Had a few questions regarding what was covered or not. Got quick answers.

Filing and processing a claim with John Hancock (StarrTravelClaims/Sedgwick) was a very painful experience.
Every step of the process was extremely slow. The communication process was terrible.
- After sending in the initial claim request it took nearly a week for them to respond with what was needed to proceed with the claim.
- I would get emails asking for another document or receipt. I would send it in right and then it would take several days for it to be acknowledged. At one point I had to send the same information three times before it was acknowledged.
- I was never able to reach my claim agent when I called in. Whenever I asked for a call-back, I would be told she would call back by end of next business day. Rarely did I get a call back at all.
- When I sent emails all I would get is an automated response saying someone would get back to me within 5 business days.

Between flight cancellations for weather, flight cancellations for mechanical, flight delays for medical, a flight turned around for an unruly passenger, missed connections, etc, we missed the first two days of our tour, and then were a day late getting back home. Since we bought our airfare with travel reward points, we did not file for airfare; we only filed for lost tour days, taxi and rental car expenses, meals, and hotel expenses not covered by the airline.
In the end, after nearly two months of back-and-forth with StarrTravelClaims/Sedgwick, 80% of our claim was denied.