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

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.

NA

We gave not received refund yet from cancelled trip

I filed a claim on Oct 14. I have heard nothing. I called twice to check on it. I was only told the file was open

I extended my trip and the agent I spoke with simply took care of it. The original experience and subsequent additional days were flawlessly handled.

I have used John Hancock before and find them easy to work with though I have never filed a claim.

I called to change the dates of my travel, when I realized that my trip actually started one day before my cruise departure, and ended one day earlier. The person I spoke to was so helpful in changing the dates and emailing me a new certificate immediately. I do not remember her name, but she was so kind and knowledgeable.

While they settled the claim I had to send the same information they requested three times which really seems like a ploy to dissuade you from making a claim. There is no reason that they dont accept the info the first time other than asking for anything missing which was not the case in my claim. It was very frustrating!

John Hancock forwards claims to another company’s website. Website is somewhat confusing…doesn’t spell out clearly in advance all the documentation you will need to provide. I repeatedly had issues trying to upload documents so finally had to resort to emailing them. Website did not update adequately to reflect current status of my claim.

In general, I was extremely frustrated with the poor communication from the firm. Every time I provided documents, I got notification that more documents were required. When I finally got notification my claim was approved and payment issued, it still took over 2 weeks to receive the check.