0.2% (144) negative reviews to sales
Average on Squaremouth is 0.2%
5 stars
797
4 stars
263
3 stars
138
2 stars
57
1 star
87
Detailed Ratings
Customer Service Before Trip
Customer Service During Trip
Customer Service During Claim
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TOTAL SALES
66,389
Since 2012
MONTHLY SALES
477
Average Monthly Sales Since 2012
REVIEWS
1,374
Since 2012
Overall Rating
4.18 out of 5
Overall Rating 4.18 out of 5
1,374 Reviews Since 2012
Customer Reviews for John Hancock Insurance Agency, Inc.
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We had to cancel our trip. We purchased cancel for any reason. We did the cancellation as instructed. All paperwork from our travel agency was provided with our cancellation. That was almost one month ago. They keep asking for a cancellation letter. We have sent twice, including with the first day of our claim, a cancellation notice provided by the cruise line. They continue to say they need one. I spoke with a supervisor who stated she did see the cancellation document and she would have the reviewer call me. The reviewer called and left a message that they need a cancellation document. This makes no sense. The travel agent says to have them call. I have also mentioned this. After a month of providing everything they are still saying they do not have a letter, but the supervisor confirms they do. This whole process has been ridiculous. They just dont want to pay our claim. I would never recommend or use them again. And I want my money back. I am considering putting in a complaint with the insurance commissioner soon.
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7 out of 7 people found this review helpful
Rating 5 out of 5
Policy:
Silver
Review Received:
September 13, 2024
Heather from CA
Verified Squaremouth Customer
The process was easy and my agent was very helpful. Having a policy gave me peace of mind during my trip.
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1 out of 1 people found this review helpful
Rating 3 out of 5
Policy:
Bronze
Review Received:
September 12, 2024
Joy from PA
Verified Squaremouth Customer
I’m disappointed in how long it is taking to hear back on my claim.
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7 out of 7 people found this review helpful
Rating 1 out of 5
Policy:
Silver
Review Received:
September 9, 2024
Scott from FL
Verified Squaremouth Customer
Terrible communication with the 24 hour line - I was given conflicting information. Their systems were down? And they were unable to accurately answer my questions.
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4 out of 4 people found this review helpful
Rating 3 out of 5
Policy:
Silver
Review Received:
August 28, 2024
CW from MA
Verified Squaremouth Customer
A member of our group wasn't feeling well and thought they might need a prescription medicine in our destination spot. We contacted the insurer's 24 hr line to find out what to do. It was an OK experience- the insurer was not medical and didn't have advice on where to go locally, but did initiate a claim I think.
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1 out of 3 people found this review helpful
Rating 2 out of 5
Policy:
Silver
Review Received:
August 23, 2024
Robert from WA
Verified Squaremouth Customer
I have never dealt with a less professional company. Our claim representative called in an overly aggressive manner when one was not dictated
We never had a disagreement with the company, yet our claim representative called and was abusuve before any contact was even made. We will never use John Hancock or like insurance product ever again. We researched policies before purchasing this insurance and it was far below any acceptable product. The agent was less than professional.
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3 out of 3 people found this review helpful
Rating 2 out of 5
Policy:
Bronze
Review Received:
August 22, 2024
E. from IL
Verified Squaremouth Customer
Absolute worst. They deliberately are making this difficult in the hopes I give up and they do not need to pay my legitimate claim. Never again.
Review Updated: 09/19/2024
Ultimately they approved my claim, but I felt I was made to jump through a lot of unnecessary hoops and the process took too long. Of course I realize how important it is to provide documentation for every item claimed, which I did. But they kept asking for more and more, sometimes the same thing twice, and asked me to seek reimbursement from the airline, which the airline never does. This caused useless delays. I spent money on this policy to avoid headaches like these when and if I had to make a claim, and instead, this process was a headache in itself. I would seek a different carrier next time, though I'm not sure any others would be any different. It was as if they made it as difficult as possible hoping you just give up.
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9 out of 9 people found this review helpful
Rating 4 out of 5
Policy:
Silver
Review Received:
August 19, 2024
George from NC
Verified Squaremouth Customer
We filed a claim verbally through the 800# while on our trip to Europe within 24 hours of having my suitcase stolen off a bus. We are in process of documenting everything and soon will send in all necessary information. The phone call was helpful. The claim is #M24B307462, and we look forward to getting it settled soon.
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2 out of 2 people found this review helpful
Rating 3 out of 5
Policy:
Silver
Review Received:
August 4, 2024
Erin from CA
Verified Squaremouth Customer
After filing a travel interruption claim it seemed impossible to me to speak to a "real" person and to get any questions answered. I mostly replied to an automated messaging service that often asked the same things and for the same documents several times (even after I already had provided them). After calling the hotline I was told an agent assigned to my claim would be getting back to me. That never happened, except if you count these automated messages.
The claim is now closed (without me ever having the chance to speak to someone assigned to my claim) and I got an email saying that the payment for my claim has been issued. I did not receive anything yet, nor information on how I should be expecting that payment. But I am still hopeful I will receive it somehow.
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10 out of 10 people found this review helpful
Rating 5 out of 5
Policy:
Silver
Review Received:
July 28, 2024
Frances from LA
Verified Squaremouth Customer
We did not need to file a claim with our travel policy. We were satisfied with the policy. It was easy to read and to understand. I would use Squaremouth and John Hancock again and I would recommend the company to others.
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1 out of 2 people found this review helpful