John Hancock Travel Insurance Reviews

Terrible experience with John Hancock. I filed a claim for our flight being canceled in Dec 2021 during the Omicron surge when Delta did not have adequate crew and there were no alternative flights for 48 hours. First of all, they took over 3 months to even process my claim with absolutely no communication. I had to email and call several times just to get them to process the claim. Then they denied my claim because the flight cancellation didn't exactly fit one of the very narrow specifications they have that is not clearly listed in their policy forms. I lost a lot of money on my VRBO which I could not get refunded which is exacly why I bought trip insurance in the first place. I will never again use this company. They had horrible customer service and it was a complete waste of my money.

Filed claim. They said about 50 days to get to it. Had to contact them to be sure claim was received. Still within 50 days so waiting.

So far okay...have filed claim for delayed luggage that cost me over $300

Claimed filed 3/23/22. Contacted them 5/12/2022 for an updated, and was advised it would take 100 days to process the claim. Ridiculous.

Changed trip Romania to Germany because of the war and cancellation of a planned tour. It took me over two weeks to make contact with John Hancock’s agent to change destination countries. Many messages left and several emails sent and morning of the trip someone called and I was able to change trip destination. They had me on hold for a long time. There was no additional premium as Germany was a country, a shorter trip time wise and less total cost but no refund offered. Squaremouth’s only help was to call Hancock with no success either and send an email to John Hancock’s agent (called Seven something) asking that I be contacted. Very frustrating experience. The representative that did finally call me was very helpful but trying to have someone respond to messages and emails was very difficult.

We believe we have filed a complaint but we are unsure of next steps. Will an adjuster be assigned to review our claim, collect receipts, etc?

Needed more specific information about Covid coverage. ie. would they cover lodging and meals in case of a positive test result and a need to quarantine. Also if they allowed coverage when traveling to a level 4 country. All of these things were covered but it was not specific in the policy.

We had multiple weather delays on our trip going to our destination, so I called Customer Service en route to find out what documentation I would need to submit a claim. The Customer Service woman was very helpful in letting me know what I would need and all the travel documents I needed to keep. As it turned out, amazingly the resort did not charge us for the first night that we missed & the small airline made an extra flight to get us where we needed to go. Therefore there was no need to submit a claim, but knowing what I would need was reassuring during a very uncertain couple of days.

Waiting to hear back on claim that was filed. There has not been much follow up, despite an email from me checking on status of claim i'm afraid..hoping for a positive outcome.

The period spoke with hped me with filing the forms