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

I've uploaded requested documents to their portal, only to receive an email the next day saying they haven't received the document. They are also requesting documentation that has nothing to do with my claim. Seems like they want to make the claim filing experience as painful as possible so that they claimant gives up.

I have sent in many documentation asked for multiple times and get an email weeks later saying they don’t have everything and the latest is that it’s asking for trip cancellation confirmation where it’s trip interruption. Complete scam, avoid at all costs.

I became ill during my trip, which resulted in the trip being cut short and receiving emergency medical attention. I submitted all the documentation requested (twice). They took 47 days for a response, which was a wrongful denial of my claim. I will be moving forward with an appeal, as well as reporting the company to the pertinent regulators.

I am struggling to send the correct information and calling gives me lots of time to get annoyed, wait wait wait.

I broke my hip in a fall while hiking in England, and needed rescue and hospitalization, as well as missing part of my tour. I was discharged after 4 days, and flew home with my wife. I had to upgrade to a first class ticket in order to lie flat, per doctors orders.
We had a reasonably good experience with the 24/7 insurance number while at the hospital---they sent forms that we had the doctors fill out, and sent them back (although it is not clear exactly what purpose all these forms served). Upon return I opened a Trip Interuption Claim, which was handled by Starr Insurance, and went reasonably smoothly: I was reimbursed for the part of my walking tour that I could not use, and for extra hotel and transportation costs, including the upgrade cost to first class (which was, thanks to Delta airlines, much less than a regular upgrade). After some time I got a hospital bill from England (about $4K) which I paid and submitted to my regular health insurance. This covered all but $600. I then started up a medical claim with Starr, which in the end (after ~5 back and forths by email) was rejected because they claimed that I had not submitted the needed documents. This was not the case at all: I sent them all by email (one of the allowed options). This whole process took nearly 3 months, at which point I gave up.
So, over all a mixed bag. I found the Starr website to be hard to navigate, and the person I dealt with about the medical claim to be unhelpful. On the other hand, the person who dealt with the trip interruption claim was responsive and helpful.

Claim process a bit cumbersome. Not all forms needed were obvious. Since not completed yet don’t know more

There is a third party handling the claim and so far I have not received much communication or support.

I Hunted in some very dangerous conditions in Idaho's Selway-Bitterroot Wilderness, and came home sore, but without any injuries, or emergencies. I was glad to have the Insurance Coverage provided by John Hancock Agency, but also relieved not to have a need to file a claim.

I could not take my vacation because of a health problem. I filed all appropriate paperwork but had to wait (so far) 6 weeks to obtain my reimbursement, even though I was told it would be 5-10 business days. The check is still "in the mail" and I have yet to receive it.

So far I am underwhelmed by Sedgwick (who does claims processing for John Hancock, apparently). My claim is for trip interruption. American Airlines had a maintenance delay that caused me to miss my connection and the next available flight was the following day so I had to overnight in Miami. Sedgwick's emails don't actually have a contact number so you can speak with the person handling your claim, which is problematic. After filing my claim and uploading what I thought were required documents, I got one email that was pretty clearly specific to my claim and listed items they felt they still needed. But then after providing those items and requesting clarification on one of them), the next day I received an email that seemed more generic but had a long list of items they said they needed in order to process my claim. Since I couldn't call anyone, I responded asking for clarification but it's been several days and I still don't have a response on either the items I provided OR my request for clarification on their generic email. (Note, that their auto response when you email them says give your adjuster 7-10 business days to respond....really?)

In the email that seemed more specific to my claim, there were 2 things that seemed unnecessary:
1. Even though I had sent them American's email describing that there was a delay that caused me to miss my connection and showed the re-booking, I was asked to provide 'confirmation of the reason for the delay'. Why does this matter? The fact is, I was on the flight, there was a delay, and they re-booked me. Does it matter if it was a maintenance delay or a crew delay or a weather delay?
2. It was important to them to see proof of payment for the original flight (as in a credit card or bank statement) even though I'd sent them the booking invoice. If I hadn't PAID for the flight, then I wouldn't have been allowed on it in the first place and the delay and subsequent re-booking would never have happened.

So, so far in a nutshell, really poor communication and customer service and very nit-picky documentation requests.