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

I am very disappointed in the John Hancock Insurance Agency and the silver travel insurance plan that I had purchased.

I got Covid 19 while traveling with my family in Australia and we had to interrupt our travel to isolate per local COVID 19 recommendations. We incurred nearly $3000 in airline change costs related to canceling one segment of our travel and purchasing new segments for each of the four of us in the family.

I filed a trip interruption claim through the Star Insurance Company, the company the John Hancock travel affiliate. After escalating my claim through three levels of processing over multiple months, I was told my claim was denied. The reason for denial was because I communicated with my own physician back home and didn’t see a physician in Australia. There is one word buried in the policy under the definition of “licensed physician,” where it is stipulated that the physician I consult needs to be in my “locality.“ One word out of 16 pages of the policy. Providing a signed letter from my own doctor was not sufficient. They also said my Covid antigen test were not sufficient. Nowhere in the policy did it suggest that Covid antigen test weren’t sufficient, and I had no knowledge that using my own doctor at home was not sufficient to get my claim paid.

Why buy travel insurance if you’re going to get this runaround. I would suggest that John Hancock make it more clear.

I will not be using their services in the future.

I find it odd that I am getting a review request before you have actually done anything with my claim except to say that you would be doing something soon!

Both my wife's and my wallets containing our driver's licenses and social security cards were stolen. Beyond being at risk for identity theft, this prohibited us from renting a car for our vacation as planned since the places we were planning to visit were not accessible by public transportation. As a result, we could not continue our vacation and had to return to the U.S. prematurely, losing considerable money on prepaid hotels and attractions. Having filed a claim, we were told that other than the wallets themselves, we would not be covered for our losses since the only documents that would qualify for such would be our passports. Given the fact that we expended a significant on our policy and had to terminate our vacation as mentioned, we find the reasoning by the insurance company both short-sighted and inconsiderate.

Filed two claims. The response has been slow. One claim was closed without notifying me. When I asked the reason, I was told that it was a duplicate. It was not a duplicate. Still waiting for responses.

John Hancock contracts out their claims to a 3rd party management company. I submitted my claim and all the requested supporting documents only to receive notice 2 weeks later that they were waiting on my documents. I again uploaded them thru the link they provided, including my claim number as instructed. I received electronic notice that the uploads were successful. For additional verification, I took the time to call and ask their agent if she could see that the documents were indeed there & she affirmed they were. I did this since apparently the first time they didnt receive them. Now, 2 weeks later (one month after filing claim) I receive another notice they are waiting on these documents. How can this be since their own agent told me she saw them in my file? I have now submitted them a third time, thru a different venue. I am frustrated, annoyed and disappointed at how this has gone.

So, my complaint is with the 3rd party settlement company, Sedgwick Claims Management Company, but they are subcontracted by John Hancock.

I may not understand the rules of travel insurance. So it may be my mistake. Here is what happened. On the way to my destination, the first flight was delayed. This caused me to miss the second flight. I applied to John Hancock for "Trip Delay" and they gave me $300 which I was able to use towards the cost of hotel for one night.

On the way home, a month later, the exact same thing happened. I applied for "Missed Connection" which they denied "without prejudice". So then I applied for "Trip Delay" again. On the Schedule of Benefits it says Trip Delay covers maximum of $750. I heard nothing back from them. When I searched for the case on their website it says "Closed without payment". There was no notification of this, and no explanation of why.

Am I allowed to apply for "Trip Delay" twice in the same trip, as long as the maximum has not been reached? That is my question. This is the first time I've actually had to use my travel insurance coverage, so I really have no experience. If you can clarify this, that would be great. Thank you so much for your help.

Inflexible and bad customer service

They were easy and helpful to work with. We had a typo in our initial application and their staff was prompt and efficient in assisting us in making the correction. Our trip occurred without a hitch, so we had no need to make a claim but were pleas3d to have the piece of mind from coverage.

I purchased the travel policy in case anything happened while I was traveling overseas. The policy is affordable & covered anything that could go wrong. All of my questions were answered in a clear, understandable manner. I will always purchase travel insurance. I would rather have & not need than to need it & not have it. I have recommended this policy to several family & friends for future travel.