Reviews, Sales, and Service Ratings for
John Hancock Insurance Agency, Inc.

I put in a claim for a very long delay and it hasn't paid out yet.

JH has outsourced claims to another company which drags their heels in approving claims. I was unable to get any help from the 24 hour assistance when we fell ill on our recent trip. We filed a claim and it has been weeks and they keep asking for more documents and they are difficult to reach by phone. They do not respond to questions by email and it's been almost three weeks from our claim. I will NEVER purchase from Hancock again. We have been buying insurance for a decade without a single claim. Stay clear of JH until they start doing their own claims. Starr Travels / Sedgwick, the contracted middleman, is useless and seems NOT to want to honor legitimate claims.

John Hancock Insurance was good to deal with as far as filing the claim, but they handed our claim off to StarrTravel Claims. From then on the customer service was non-existent and the correspondence was rude. We would NEVER use John Hancock again because of our negative interaction with StarrTravel Claims. We have many friends that travel and purchase travel insurance, including travel agents ; we have been very vocal to everyone about how unsatisfactory our dealings were with StarrTravel. This does not reflect on SquareMouth -- we will continue to purchase insurance through SquareMouth but we will steer clear of any transaction with John Hancock and hopefully Starr Travel. If StarrTravel handles all the SquareMouth Insurance claims, then please let me know now... that would be a "game changer" for our family.

Please note, I gave 5 stars with hope and expectation that our claim process will go smoothly and that there won’t be any issue. I have already started the claim immediately.

Travel agency tour operator cancelled trip to Egypt /Jordan / Isreal for 4/1/24 to 4/17/24. Was refunded all payments except $500.00. Filed claim for this amount but was denied.

A Great Company !!

I increased amount the of coverage twice after the initial purchase and both time the customer service agents were efficient and easy to work with.

3 weeks in and still no resolve with my claim for my husband who passed away. Not happy

During my trip to China I was infected with the Covid virus. I had a documented positive test result. My trip was ruined and I wanted to return to the United States. This would incur cancellation fees with the airlines and increase cost for the new flight. The insurance company refused to cover these charges unless I got a note from a Chinese doctor stating that I must return home immediately for treatment. Such a note is impossible to get in a Chinese emergency room setting. So my choices were to pay the additional airline costs out of my own pocket or else suffer through Covid in a foreign country.

John Hancock/Sedgwick Claim services are denying my claim because I do not have a completed medical authorization form and receipts for payment.
The acccident happened in Bolivia and we had to pay the bills in cash so the only receipts we have are cash receipts.

The processing company for Sedwick says we have to talk to John Hancock and when I call John Hancock they say we have to talk to Sedwick who processes their claim. So no one wants to take responsibility to help me get reimbursed for medical expenses due to an acccident in Bolivia for which I purchased travel insurance for.

You can be sure that I will not purchase travel insurance from John Hancock again and we travel to Bolivia 3 times a year.