John Hancock Travel Insurance Reviews

Following the instructions provided, I uploaded all the available information onto the Broadspire/Affirmity web site and received this confirmation on January 13 - Successful Upload Notification - CMS Reference: 4110250/CMS Reference: 4110249. I have not seen not heard from anyone since. The provided link only allows me to see the status of the files I uploaded and nothing else, and all the documents i uploaded have not been reviewed. Not sure where to go with this, but I am in consultation to help me determine my next course of action should this current path continue

So basically the Front end of your service provide great service, but should we have to actually use the benefits we purchased, we have a completely different experience and I was not able to Rate this in your survey. Had I been able you would not have gotten anything higher than one start.

So far my experience has been going well. I will be making a claim soon for a cruise we were unable to take do to Covid. I hope our experience with John Hancock Insurance goes as well as it has been so far.

1. Called to make a claim for canceled flight and we received claim confirmation number that we later found out did not exist. Never received an email that we were told we would receive.

2. Later during the same trip we flew and got stuck in Houston (after a 3 1/2 hour delay) because of a missed connecting flight we called again and waited for hours never getting anyone to answer the phone.

3. Called back multiple times after waiting for hours on hold. Finally talk to someone who told us our first claim numbers did not exist and gave us another claim number and promised more confirmation emails.

4. One week later when we made it home we called again because we never received any correspondence with our new claim numbers. We found out that our second claim numbers did not exist either. We had to re-tell our horrible travel experience for a third time to another operator. This one was finally helpful and we received new claim numbers and correspondence that we submitted a claim.

5. We received a confirmation email that said: "Please allow 7-10 business days for the completion of this review." After the 10 business days we called again to find out about our claim and now they are saying it won't be until mid February that we will hear back about our claim. This operator wanted us to tell him him the whole story for a fourth time. We told him there is no way we are doing this again and hung up with him. He was not helpful at all.

This has been the worst possible experience with an insurance company that I have ever had to deal with.

Claim is in process. Would like better and more frequent communication as to the status of the claim.

We have a claim for delayed and lost baggage and will let you know how it is all worked out.
It has yet to be resolved and we still haven't received one of our bags from our Dec 16, 2022 trip

My luggage has been lost and I called to get information on what coverage my policy offered. The customer service person was unable to tell me but said somebody would call me to explain. It has been weeks and I have not received my luggage and I am still waiting for a call back to explain the process.

I called them to notify that our trip was cancelled. They provided me with a Ref # and sent details on how to apply for a claim.

Working on that currently so hoping all will go well without issue and they will stand behind the policy.

Cindy Hall

OAT required me to buy insurance for Antarctica trip, and I did so. It was rather expensive regardless of the company. Your price seemed to be in the middle. I was satisfied with your customer service.