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

I called and started a claim because our flight was cancelled due to a blizzard in Colorado. I have never received the paperwork yet by mail or e-mail. I was on a long hold, asked about what we needed to file the claim and she was not quite sure. So, no I am not very happy right now. Any assistance would be appreciated.

Submitted a small claim for medical expenses in early January- still no payment

First, I would like to compliment Kevin who assisted me on the phone when I called the 24 hour assistance line on 1/29/23. We had just learned that my husband's father had passed away and we would not be able to embark on our cruise ship. He was very sympathetic and gave me clear instructions what to do when we returned home and the documents that would be needed. He is to be commended for his excellent customer service.
However, it has been a very difficult process trying to submit a claim online. Answered all the information, attached ALL the required forms, agreed to the policies at the end, typed my name and marked no to the robot......still would not let me submit the claim or allow me to save the draft so I spent a lot of time attempting to do it numerous times. It has been frustrating...... I spoke with someone on the phone 2/21 who took down some information but now I have to wait to get an email that will allow me to upload my documents. I tried the upload portal but that wouldn't accept anything either. So, it is only the website that I have had difficulty with at this point. All humans that I have talked with have been very helpful Thank you. Linda

during my trip I have had 2 incidents ( first was medical emergency , second was missing connection) are still waiting to receive the claim forms however the interaction with claim agents was excellent which very professional, attentive, courteous, and helpful , I am glad to get helps at time in needed

Called before the trip to request a Covid coverage letter. The agent was very nice and I received the letter within 24 hrs.

My luggage was lost for 48 hours. It was found & delivered to me for $50USD, the charge for its transport to me. I was happy to pay.

Easy to sign up but filing a claim takes time to process. I send my claim last Jan 19 and almost a month now no feedback yet.

I am still waiting to have my claim settled. I filed the claim on November 2, 2022 and it still has not been settled. I have called numerous times to inquire about the status of my claim but it seems impossible to talk to the person handling the claim. Unacceprable

I was only asked for proof of COVID insurance (my policy) while visiting 1 country on my itinerary. Because of an illness during my trip, I came extremely close to using the policy. Fortunately, I did not have to make a claim. I think I will risk it the next time and just put enough money aside for the expenses the policy coverage statement detailed. As with all insurance, I think it is a waste of money.

I called customer service while in the Philippines because I had minor mishap in a mall, had X-ray but they paid for it. The customer service told me I’m covered if I have to pay and can make a claim on line. That gave me reassurance and peace of mind.