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

The amount of documentation they require is absurd . I am trying to just get back some funds for 1 day of the trip that we could not do due to weather and i feel that the amount of documents is not needed .

Had a few questions regarding what was covered or not. Got quick answers.

Filing and processing a claim with John Hancock (StarrTravelClaims/Sedgwick) was a very painful experience.
Every step of the process was extremely slow. The communication process was terrible.
- After sending in the initial claim request it took nearly a week for them to respond with what was needed to proceed with the claim.
- I would get emails asking for another document or receipt. I would send it in right and then it would take several days for it to be acknowledged. At one point I had to send the same information three times before it was acknowledged.
- I was never able to reach my claim agent when I called in. Whenever I asked for a call-back, I would be told she would call back by end of next business day. Rarely did I get a call back at all.
- When I sent emails all I would get is an automated response saying someone would get back to me within 5 business days.

Between flight cancellations for weather, flight cancellations for mechanical, flight delays for medical, a flight turned around for an unruly passenger, missed connections, etc, we missed the first two days of our tour, and then were a day late getting back home. Since we bought our airfare with travel reward points, we did not file for airfare; we only filed for lost tour days, taxi and rental car expenses, meals, and hotel expenses not covered by the airline.
In the end, after nearly two months of back-and-forth with StarrTravelClaims/Sedgwick, 80% of our claim was denied.

The person I had initial contact with was not as helpful as he could have been. All I recall hearing was get a doctor report and call us back. I understand he was following protocol but I was in pain in a foreign country. A little empathy would have gone a long way.

We live in Hawaii, we had to call early morning to contact an agent by phone. When I got it, she was very polite and answered me my questions. I had a good first impression. Only the contact time is restricted for us in Hawaii.

When iI saw Cancel for Any Reason as a description I believed I would receive my entire amount should I need to cancel. I only received 75% due to the the fact that the relative who passed away was not close enough in my family tree. My fault for not reading the terms more carefully, I guess. But this taught me a valuable lesson. Other than that, the process and customer service were great.

They were very helpful regarding the claim process. I am still trying to determine what the cruise line and airline will cover before filing a final claim with the insurance company.

Our return flight home was cancelled. There were no more flights that evening. We found alternative travel via a bus. We ran for the bus and made it. I filed an $84 receipt to get the bus fare reimbursed. Because we got the bus, with no involvement of the airline, within 3 hours of our cancelled flight, they denied the claim.
Note if we had spent the night waiting for flights the next day, we could have been reimbursed for hotel, meals, missing luggage expenses. Having found a much more efficient solution, they denied our claim.