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

I have already been in contact with the Zero Complaint team.

I was told someone will be in touch within 10 business days regarding my claim. No one has contacted me. Very disappointing

I asked questions to clarify what I had purchased on my policy .. they were able to answer my questions but the male representative was not very friendly

Glad we had the trip insurance as back up. Glad we didn’t need to use it.

My backpack with prescription medicine and an IPad and some cables was stolen off the train. The insurance representative informed me neither would be covered under their insurance policy. He indicated the only thing that might be covered is my backpack, if I have the receipt.

The online process for submitting a claim was very poor quality and I would actually rate it a 0. It was time consuming and the online form was not well designed. I spent over 2 hours submitting information and receipts; the first time I submitted my claim the system crashed, the second time I received a message to say that all of the relevant information had been submitted, but I was not provided with a claim number so I had no idea if the claim had actually been submitted. The form also does not allow for multiple attachments/receipts to be uploaded - this is problematic for the user and also for your business, as you are receiving incomplete information which I assume your staff will need to spend time following up.
Following all of this, I also spoke with one of your claims agents, and she was very helpful. Whilst she wasn't able to check to see if the online claim had been successfully submitted, she was able to help me make a claim and obtain a claim #. She wasn't however able to receive the supporting receipts/documents and explained that a follow-up email would take about 3 weeks, which is when I assume I will need to provide more details. So overall the experience could be massively improved, for both your staff and clients.

Everything went smoothly. All questions answered.

Last time we purchased travel insurance from Squaremouth, I was able to see the breakdown of coverage plus I was able to text in our primary "Beneficiaries". John Hancock did not make this available to us. When I called John Hancock directly, they said we were required to have a 'notarized letter" stating who our primary beneficiaries were and mail it to them. This is unacceptable. We will not use any travel insurance that requires us to find a notary, write a letter, pay for the notary, keep a copy, as well as mail it to them. Please take this in consideration when your company offers travel insurance.

My cruise was canceled by Holland America (not by me) due to Covid issues with Japan. John Hancock treated the cancellation as if I had canceled myself and therefore decided I had no claim. I am extremely disappointed. I selected John Hancock believing I was protected for Covid reasons but was told I was not.

The two questions left unanswered above are TBD. I spoke with a kind John Hancock representative who took down the claim information, provided a claim number, then sent an email containing the options of a click-on link and a copy and paste link. I've tried both for several days and get a "Sorry, something went wrong" message.

I was hoping that due to high reviews they would not be a typical stall and make things difficult insurance company. This is disappointing. I"d like your help in dealing with them.