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

I had knee surgery and had to cancel my trip . After filing all the proper documents to have John Hancock to pay claim, I am still waiting on Sedgewick adjuster to return my call( after several attempts). Very stressful and disappointing on service. Hopefully adjuster will contact me this upcoming week. My cell is 8505725549. Thanks Ernie Magaha

I'm not exactly sure why it takes so long to process a travel insurance claim and get reimbursement.

The 24 hr. Emergency customer service agent was very helpful in approving the medical treatment that was needed in Germany. I have submitted my claim 8 days ago but have not heard back from them yet on if they are in receipt of the claim. I am hoping to resolve this soon.

Files claim 2 weeks ago have gotten zero response

I tried to call but no answer so I used the online link to file a claim. I never heard anything from Hancock until this email asking me for rating.

I had issues with the beneficiary forms. Very difficult to find someone who knew the information and after getting the forms, I had to have them notarized, then sent certified mail. I called to make sure that they were received, and no one could help me.

It was simple to review the products John Hancock offers online, we made a selection and bought a policy. We had a level of security assuming the company would stand behind that policy. One week into our 30-day trip while we were in Scotland, I contracted covid. While I was sick my husband contacted John Hancock to gather information about making a claim and perhaps ending our trip. The first person he spoke with was a woman who was very helpful, gave him good answers and was ready to help him take the first steps to put in a claim on our policy. Then the call got dropped. My husband called John Hancock back, got a man on the line from JH and had to begin the process all over again. After repeating all the same information to JH, this customer service person seemed to be an obstructionist to our need to make a claim. He said we had to get a PCR test in order to prove our claim, he would not accept our home test or take our word for it. It might be good for JH to state that in their policy requirements. We're away from home and one of us is very sick and JH was not sounding supportive or giving us any guidance. It didn't feel helpful. My husband called the Scotland National Health Service to see about getting a PCR test and found out that they do not do those tests. Neither do they isolate or treat covid any different than a head cold, they treat it as endemic. They advised us to take our antiviral medicine (which we had done), wear a face mask and go on with our trip. We didn't have much choice, thank goodness the antiviral meds worked.
In the end that is what we did.

We had a great trip and met a couple of people in our group that did come down with COVID in Portugal so there was risk. I would highly advise anybody traveling to take out insurance for this reason. In our case we didn't have a choice it was required.

Very helpful with the information and purchasing of travel insurance.

Overall a poor experience. They give you multiple claim numbers and then claim the prior Customer Service rep did it wrong. Have emailed all receipts as requested and they say they can’t open the files. They originally requested email over uploading because their website is confusing. Basically as far as I can tell this is a process to confuse their customers and not pay claims. What they say on the phone differs from what they say when they talk with you on the phone. No one appears to know up from down. Disappointed and disturbed. Don’t plan on using them ever again at this point. Ruining the Hancock brand