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.
Our trip to Morocco and Portugal was interrupted due to the travel ban from Europe back to the United States imposed by President Trump on March 13th. We were forced to find a flight home via Canada through Air Canada. We successfully made it home on March 16th. We had to purchase a new one-way ticket as our Air France return flight was canceled.
I have presented a claim with Air France and I am unclear if this interruption is covered by the policy. It is not clear. Any help clarifying would be beneficial.
Mark Ribisi
I have purchased this insurance many times in the past as travel to Central America is always unknown or difficult depending on weather, random cancelations etc. I was very happy in the past with John Hancock's service and care. This time I was not as satisfied with the outcome of my claim.
My trip was rescheduled to next year so was my insurance policy. The trip is scheduled for 3/5/2021. Why don't your records show this?
All communication with John Hancock (JH) is one-sided even AFTER you've filed a claim or called their customer service department. I filed a claim with JH two days after my trip was canceled. The website to submit the claim is cumbersome -- JH goes through another vendor to process and manage the claims -- so you don't actually interact with JH directly -- you only get to interact with JH's processing agent. The only way to get into the processing agent's claim portal is you have to email them EACH time you want to access your account information or get a status of the claim. The processing agent sends you an email.
This gets tedious and cumbersome to do every time you want to check on your claim. I understand the need for security but this is beyond secure -- it's not just a cumbersome process for your customers.
Also, I submitted the claim on 2/17 and got confirmation it was accepted. I called two weeks later to get a status and the processing agent told me it takes 25-30 days to process a claim. This is a ridiculous amount of time to process a simple claim.
It's now March 22nd and I still haven't heard anything. So I called the processing agent's customer service number and they aren't accepting calls because of the coronavirus. I went online to find that there's any additional information requested and to check the claim status. It turns out they've requested additional information. There's been absolutely no communication from JH or their processing agent. Again, beyond ridiculous.
This will be the last time I purchase any type of insurance from John Hancock. Their customer service and claim assistance service is absolutely horrible.
I have ALWAYS had a good experience with SquareMouth but if these are the kind of vendors that you rate and score please enter ZERO stars for JH. I will actively deselect JH from any searches in the future.
Review Updated: 04/23/2020
I'm satisfied that my claim was handled as expected and that I received a response from the John Hancock agent. For doing their job and getting my claim processed 3 stars. Competent and sufficient not extraordinary.
Why not 5 stars:
1) When I purchased insurance through SquareMouth with John Hancock I thought I would be dealing with John Hancock Insurance. Instead, I get routed through Seven Corners company which issues the insurance card on behalf of John Hancock and evens provides a website to Seven Corners for Claims and customer service.
2) Who is Seven Corners? I don't know them. That's not who I purchased the insurance from. It is extremely confusing when you purchase something from John Hancock and then you see Seven Corners information.
3) All claims are conducted through Seven Corners. Unfortunately, Seven Corners just acts like a broker / gatekeeper to John Hancock. You can't speak to anyone at John Hancock, you can only speak to Seven Corners, who in turn send information to John Hancock. Nor can anyone at Seven Corners tell you what's happening about your claim, other than, if we get something from JH then we will let you know. John Hancock on their end will email you directly, which was the only redeeming point between the exchange. So why the mediator, middle agent?
4) Seven Corners INSTRUCTION on their website for filing a claim 1 month ago was confusing to navigate and to submit the claims. It's not straightforward. While it's easy to navigate to the link File a Claim, the instructions once you got there was dense and not easy to understand.
5) The instructions and processes are antiquated. You are directed to download a PDF form application, fill it out, then email to the Seven Corners. Now, 1 month later, I see an online claim form -- but this was not available back in February. So I can only comment on my experience AT THAT TIME.
Frankly, this has left a bad taste in my mouth for John Hancock. I feel like in this exchange with John Hancock, I'm not dealing with the company or a representative of the company, I'm dealing with the gatekeeper/broker for John Hancock.
Let's not confuse things, I don't have any issues with my claim being process...I'm actually happy about that. It's just HOW I had to go about doing it.
I have an issue with buying from John Hancock and then realizing that there's a gatekeeper between me and the insurance company. A note to John Hancock -- maybe you should advertise that purchasers buying from you will not be interacting with you but only through a mediator. I would imagine that wouldn't be a good selling point...and yet, that's exactly what you did in this exchange.
Nor do I have an issue with SquareMouth and the service it provides.
impossible to contact
Great peace of mind and great service. I will never vacation internationally again without it.
I'm out some money because a made a hotel booking after I had purchased policy because of COVID -19. Then an hour and a half later I cancelled that hotel booking along with all my other reservations. I have a different view of trip insurance now.
It would be nice to receive a credit from the hotel for the future.
I was in Venice and then Florence as the coronavirus spread and they were closing down Italy around me. I myself had a cough and a cold. I called to see if the insurance would help me leave earlier and get home, before I was stuck. The representative showed no inclination to really help, just said no. I had no real choice but to stay, and then to travel (by train) to Nice (where while I was there they also closed public events) and then Paris to fly home, which was about 6 days later.
I think (still self-quarantining) I did not actually have/get the virus, but for sure the whole situation was unusual and leaving early was rational if not health-recommended under the circumstances. If I HAD gotten sick enough to go to the hospital, seems like the insurance would have had to kick in and would have been a whole lot more, including both medical/hospital and evacuation. I was just trying to minimize the potential outlay and maximize health. JH showed no interest in helping.
I will not use JH again. I always buy travel insurance, and this is only the second time I have ever even inquired about help from the insurer. I will go back to TravelEx, which was extremely helpful about 6 years ago, flying me home early for a relative's health emergency, even where they had an argument that the policy did not clearly require that.
The claims submission process was unclear, and because of that I almost missed the 20-day deadline to file a notice of claim. Originally I submitted the claim and documentation by mail to Starr Indemnity and Liability Company (apparently the policy issuer), following the procedure set out in the policy itself. I received USPS confirmation that the package was delivered, but never received any acknowledgement or other follow up from Starr Indemnity and Liability Company.
I followed up after a week to be sure the mailing had been received, by calling the Seven Corners claim submission telephone number. Without ever being connected to or contacted by a service representative, I learned that I could submit a claim online, which I did.
Once the online submission was received and acknowledged by Seven Corners (whoever they are), the claim processing itself was very prompt and courteous. I received approval of the claim within a week and payment within another week.
So, I would rate the claims submission process a 2 at best, but the claims processing a 5.
It would be better customer service for JHIA/Seven Corners to inform their insureds of the online claim submission process, rather than leaving it to the insured to discover it on their own.
I filed a claim before I left because of a sick family member and I could not travel.. Customer service was excellent. Compared to another travel insurance company (AIG) I recently dealt with, the wait time to speak with a live person was short and that person was pleasant and helpful. I had my reimbursement in a matter of weeks. I definitely recommend John Hancock and will use them again on future travel.