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

During the coronavirus crisis, I was in Mexico. I was trying to contact John Hancock to get some information about my policy. If I had been quarantined in Mexico, would my policy still be in effect? If I chose to stay in Mexico past my Return date, would I have coverage? Could I buy more coverage to extend my coverage? I called the customer service line, and a recording said there would be a long wait but I could get a call back. I never received a call back I was greatly unhappy with their customer service. In a crisis, I needed my questions answered. That is why IPurchased insurance.

I was confused regarding what number to call/whom to contact IF a problem should arise. Squaremouth? JH ? Starr? All of these had their hands in acquiring the policy. I called JH and they helped me right away.

Haven't filed a claim yet -- will be filing as soon as I get the forms.

Our trip to Morocco and Portugal was interrupted due to the travel ban from Europe back to the United States imposed by President Trump on March 13th. We were forced to find a flight home via Canada through Air Canada. We successfully made it home on March 16th. We had to purchase a new one-way ticket as our Air France return flight was canceled.

I have presented a claim with Air France and I am unclear if this interruption is covered by the policy. It is not clear. Any help clarifying would be beneficial.

Mark Ribisi

I have purchased this insurance many times in the past as travel to Central America is always unknown or difficult depending on weather, random cancelations etc. I was very happy in the past with John Hancock's service and care. This time I was not as satisfied with the outcome of my claim.

My trip was rescheduled to next year so was my insurance policy. The trip is scheduled for 3/5/2021. Why don't your records show this?

All communication with John Hancock (JH) is one-sided even AFTER you've filed a claim or called their customer service department. I filed a claim with JH two days after my trip was canceled. The website to submit the claim is cumbersome -- JH goes through another vendor to process and manage the claims -- so you don't actually interact with JH directly -- you only get to interact with JH's processing agent. The only way to get into the processing agent's claim portal is you have to email them EACH time you want to access your account information or get a status of the claim. The processing agent sends you an email.
This gets tedious and cumbersome to do every time you want to check on your claim. I understand the need for security but this is beyond secure -- it's not just a cumbersome process for your customers.

Also, I submitted the claim on 2/17 and got confirmation it was accepted. I called two weeks later to get a status and the processing agent told me it takes 25-30 days to process a claim. This is a ridiculous amount of time to process a simple claim.

It's now March 22nd and I still haven't heard anything. So I called the processing agent's customer service number and they aren't accepting calls because of the coronavirus. I went online to find that there's any additional information requested and to check the claim status. It turns out they've requested additional information. There's been absolutely no communication from JH or their processing agent. Again, beyond ridiculous.

This will be the last time I purchase any type of insurance from John Hancock. Their customer service and claim assistance service is absolutely horrible.
I have ALWAYS had a good experience with SquareMouth but if these are the kind of vendors that you rate and score please enter ZERO stars for JH. I will actively deselect JH from any searches in the future.

impossible to contact

Great peace of mind and great service. I will never vacation internationally again without it.

I'm out some money because a made a hotel booking after I had purchased policy because of COVID -19. Then an hour and a half later I cancelled that hotel booking along with all my other reservations. I have a different view of trip insurance now.

It would be nice to receive a credit from the hotel for the future.