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

I was confused by the legal-ese of the policy and, in the stress and chaos of what disrupted my travel, couldn't sort out how to make a claim or which kind(s) applied. I called customer service, waited over an hour on hold and got the answering service who took my message requesting a call back. That portion of dealing with John Hancock was not pleasant--2 stars at best.

2 days later a customer service rep called me back and was both pleasant and helpful. Once I got her on the phone, I'd say the experience was 5 stars.

We were concerned about the Omicron virus which struck right before our departure. Our policy said we were covered, but when we called to confirm we were told that it was NOT covered. We didn’t purchase the policy for the purpose of covid cancellation, but it appeared on the paperwork that covid was covered. It would be helpful/honest if that didn’t appear.

I got insurance specifically for covid risk. While in EAst Africa (Rwanda) omicron appeared in S Africa - my state side 87 yo father was frantic about my flight from Rwanda to Tanzania for an additional 4 days, countries shut for omicron initially stopped just below Tanzania. Not knowing what would happen over the next 7 days I decided to cut the flight to Tanzania, so had to get a return ticket for. Rwanda. $1200- not covered- because it was reheated as a personal choice. Hum - I’m not surprised , insurance companies make money by being well insurance companies with an out for most things. Total waste of my off my money and quit disappointing

I tried contacting John Hancock 4 days before my trip with a question.I was on hold for a long time. A recording came on saying I could leave my number and someone would contact me within 24 hours. I did not get a call back until a week later. This is unacceptable and I will not use John Hancock Travel insurance again.

Very helpful in generating a special letter that showed Covid was covered!

We did not take the trip …..we cancelled because the ports were closed and the cruise lines new itinerary was not satisfactory. We rebooked the cruise for 2/26/2022 and we transferred the insurance to that trip. Thank you

When my trip dates changed, it was quick and easy to contact a John Hancock agent and change the policy accordingly.

I made a claim but still have not heard back and it seems like I should’ve already.

I was in Tortola and could not call out to John Hancock to talk to them about my lost/delayed bag. So I didn’t know what to do. I did send an email and they just sent me a form - but did not give me any instructions of if it’s OK to replace the items that we didn’t have and needed while we are on the island. I.e. sun lotion, clothes, hat, sunglasses etc.

I will use John Hancock again because of there great customer service