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

1. Called to make a claim for canceled flight and we received claim confirmation number that we later found out did not exist. Never received an email that we were told we would receive.

2. Later during the same trip we flew and got stuck in Houston (after a 3 1/2 hour delay) because of a missed connecting flight we called again and waited for hours never getting anyone to answer the phone.

3. Called back multiple times after waiting for hours on hold. Finally talk to someone who told us our first claim numbers did not exist and gave us another claim number and promised more confirmation emails.

4. One week later when we made it home we called again because we never received any correspondence with our new claim numbers. We found out that our second claim numbers did not exist either. We had to re-tell our horrible travel experience for a third time to another operator. This one was finally helpful and we received new claim numbers and correspondence that we submitted a claim.

5. We received a confirmation email that said: "Please allow 7-10 business days for the completion of this review." After the 10 business days we called again to find out about our claim and now they are saying it won't be until mid February that we will hear back about our claim. This operator wanted us to tell him him the whole story for a fourth time. We told him there is no way we are doing this again and hung up with him. He was not helpful at all.

This has been the worst possible experience with an insurance company that I have ever had to deal with.

Claim is in process. Would like better and more frequent communication as to the status of the claim.

We have a claim for delayed and lost baggage and will let you know how it is all worked out.
It has yet to be resolved and we still haven't received one of our bags from our Dec 16, 2022 trip

My luggage has been lost and I called to get information on what coverage my policy offered. The customer service person was unable to tell me but said somebody would call me to explain. It has been weeks and I have not received my luggage and I am still waiting for a call back to explain the process.

I called them to notify that our trip was cancelled. They provided me with a Ref # and sent details on how to apply for a claim.

Working on that currently so hoping all will go well without issue and they will stand behind the policy.

Cindy Hall

OAT required me to buy insurance for Antarctica trip, and I did so. It was rather expensive regardless of the company. Your price seemed to be in the middle. I was satisfied with your customer service.

Was nice but the police but muy claim is delayed. They do not offer much information on the claim process.

On December 1 I called John Hancock from Argentina to get assistance for my travelling companions, whose plane was delayed and then diverted and then cancelled. The agent who answered did not offer any assistance, and actually hung up on me, without calling me back.