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

I called before my trip to ask specifically about coverage and the reps were unable to locate my policy. This left me feeling a bit unsure of situation although my questions were answered in general.

It took over a month to resolve the claim. Every time I submitted what they asked for, weeks went by and then they asked for more. No way to interact directly via email with assigned claims agent. Difficult initially to find claims form to file. Everything they require to file a complete claim should be CLEARLY spelled out on their site. I will NEVER use them again for travel (or any other) insurance. A lot of wasted time fr $175 claim!

Had to change travel dates due to Covid-19. Agency was easy to contact and gladly rearranged coverage for trip at no additional charge.

They have not completed processing my claim. I will be able to evaluate their service better when the claim is actually paid.

Because of the uncertainties of travel during Covid I purchased a cancel for any reason policy. However when I had to cancel the day of the trip because of hurricane Ida delaying and canceling flights for days, I called John Hancock and they told me that I had to cancel 48 hours in advance for the policy to kick in. That makes no sense at all! What if I had tested positive for Covid? That still would not of been far enough in advance to cover the cancellation of this trip. I am not sure that I am going to get any money back because of this even though I paid for cancel for any reason. I think that the fact that I would've had to cancel two days before the trip departure date should be in big bold letters at the top of the contract!

You should make it known that cancelations must be made with in 24 hrs for a full refund. I thought the whole idea of insurance was in case you had to cancel no matter what. I had no idea that we would seriously have to cancel but we did. But the reason we had to wasn't covered by insurance. We had to cancel and thats that so it sucked not getting a refund. I'll never use any type of ins like this again. Not only did we lose our money from trip. We also lost although a small amount still in insurance pymt.

Since we were unable to travel I couldn’t answer the question about customer service during our trip.

I appreciated the customer service and help I received when purchasing our insurance, however, I have not heard back from them in any way since submitting my claim on September 26th. It would be nice to receive some feedback on where I am in the process.

So I called to get "cancel for any reason" insurance. The rep told me to hold off on purchasing it until I had all the accommodations purchased (presumably so we could determine the cost of the trip). No problem - that made sense.

So because we were traveling to a country in a very different time zone, it took several weeks to get things confirmed. But I did so and called back. This time, I was told that I can no longer buy "cancel for any reason" insurance and that the first representative had given me bad information. I was very (and understandably) upset to have been given false information. So a manager (or higher up) called me to make things right? She basically told me there was nothing she could do- even in light that your company gave me inaccurate information.

As a business owner, I make sure my customers are given correct information and in the extremely rare case when bad information is shared with customers, we make things right---every time. Clearly, we don't all run out businesses by those high standards.

My advice to Squaremouth: Own the mistake, train personnel as needed, make it right to the customer, and move forward.