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Rating 4 out of 5Policy:
SilverReview Received:
August 30, 2022Wilson from NY Verified Squaremouth CustomerThe experience with John Hancock was good. Since filing our claim, communication with Broadspire has been poor and our uploaded documents have still not been reviewed. The first set was uploaded July 25 and the second August 12. I called around the 18th because the webpage said allow 5-7 working days for review. The gentleman I talked to said he was flagging it for action and it should be taken care of by the 26th. The claims portal still shows none of the documents have been reviewed.
Review Updated: 09/27/2022
I was reimbursed for the full amount that I claimed, was able to reach a real person with relative ease (sometimes by the call back system), and found the document upload system easy to use. I would have given 5 stars except for a lack of communication regarding how long the process was going to take. I understand that the volume of claims was extremely high due to travel factors this summer. That is not the companies fault. When I uploaded the documents, the website said please allow 5-7 business days for review. That process took nearly 6 weeks. If I had been told up front that claims can take up to 6 weeks to settle due to high volume, I would have rated my experience a 5.
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13 out of 13 people found this review helpful -
Rating 4 out of 5Policy:
SilverReview Received:
August 30, 2022Mary from PA Verified Squaremouth CustomerI was pleased with the outcome of receiving a flight refund, however there were too many steps involved in the process and the time it took to resolve this was way too long. Much clearer instructions are needed to indicate the level of documentation needed to complete the process.
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4 out of 4 people found this review helpful -
Rating 1 out of 5Policy:
SilverReview Received:
August 22, 2022Toby from NM Verified Squaremouth CustomerWas this review helpful to you?I have filed a complaint
4 out of 11 people found this review helpful -
Rating 5 out of 5Policy:
GoldReview Received:
August 21, 2022Jamie from FL Verified Squaremouth CustomerWas this review helpful to you?It was a good experience and thankfully we didn't need to file a claim! We enjoyed our trip immensely. :)
1 out of 6 people found this review helpful -
Rating 3 out of 5Policy:
SilverReview Received:
August 20, 2022Sandra from NY Verified Squaremouth CustomerWas this review helpful to you?I have not t sent in my claim until I get more details from princess cruises. I will be submitting a claim soon. I cannot give a rating on the claim part as I haven’t completed it. Our trip was interrupted by contacting covid only 4 days into our 13 day cruise tour. We were abruptly sent away and had to go home. Very upset and depressed over losing out on our dream trip to Alaska.
1 out of 6 people found this review helpful -
Rating 4 out of 5Policy:
SilverReview Received:
August 19, 2022JL from AZ Verified Squaremouth CustomerWas this review helpful to you?Difficult to get the paperwork in order to submit my upcoming claim
3 out of 3 people found this review helpful -
Rating 5 out of 5Policy:
SilverReview Received:
August 17, 2022Jan from CT Verified Squaremouth CustomerWas this review helpful to you?The representative was very knowledgeable and fun to talk too
She take of my issue quickly and provide useful information.
2 out of 2 people found this review helpful -
Rating 4 out of 5Policy:
SilverReview Received:
August 14, 2022Laurie Lickey from WA Verified Squaremouth CustomerWas this review helpful to you?I am still waiting to hear about my claims that have been filed. It has been over an week and no one has contacted me to follow up and proceed forward. I am beginning to feel Georgette’s about.
3 out of 4 people found this review helpful -
Rating 5 out of 5Policy:
SilverReview Received:
August 12, 2022LaKendra from AL Verified Squaremouth CustomerWas this review helpful to you?We are highly upset by the company not sending the appropriate documents and constantly giving us the runaround. This is absolutely horrible!!!! We have yet to receive claim forms, and our trip was canceled over a month ago. Call customer service, and we are continuously being told someone will call us back or they are escalating it to another department.
12 out of 17 people found this review helpful -
Rating 4 out of 5Policy:
GoldReview Received:
August 8, 2022Robert from OH Verified Squaremouth CustomerWas this review helpful to you?Submitted a claim on 8/2 and have yet to get any confirmation emailed that they received it. I called again today 8/8 and still no email yet. Very poor customer service thus far.
9 out of 11 people found this review helpful
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