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

I extended my trip and the agent I spoke with simply took care of it. The original experience and subsequent additional days were flawlessly handled.

I have used John Hancock before and find them easy to work with though I have never filed a claim.

I called to change the dates of my travel, when I realized that my trip actually started one day before my cruise departure, and ended one day earlier. The person I spoke to was so helpful in changing the dates and emailing me a new certificate immediately. I do not remember her name, but she was so kind and knowledgeable.

While they settled the claim I had to send the same information they requested three times which really seems like a ploy to dissuade you from making a claim. There is no reason that they dont accept the info the first time other than asking for anything missing which was not the case in my claim. It was very frustrating!

John Hancock forwards claims to another company’s website. Website is somewhat confusing…doesn’t spell out clearly in advance all the documentation you will need to provide. I repeatedly had issues trying to upload documents so finally had to resort to emailing them. Website did not update adequately to reflect current status of my claim.

In general, I was extremely frustrated with the poor communication from the firm. Every time I provided documents, I got notification that more documents were required. When I finally got notification my claim was approved and payment issued, it still took over 2 weeks to receive the check.

Filed a claim after Air Austral cancelled a direct overnight flight from Joburg to St. Denis, Reunion, prior to departure. Only available flight was with Air Mauritius the next day, costing much more and arriving at 10:50 pm. Had to get lodging in Joburg before departure and on arrival in St. Denis due to this. Contacted insurance. They kept asking me for paperwork, and I provided everything they asked for. They assigned a manager to my case and kept asking for new documents. Not finding a reason to deny my claim, after giving them almost 20 documents, they asked me to contact the airline for the reason for the cancellation, which I did. Air Austral cancelled because one of their planes broke down, a condition listed in my contract, but their official word was "regularization" and that is all they would say about it. So, the cause covered in my contract was there, but the tword "regularization" was not and they flat denied every bit of my claim. This company is useless, untrustworthy, and they put you through the wringer to make sure you don't get any reimbursement if s**t happens. Not buying from them again for sure!

It would be helpful to be provided with a paper copy of policy

Our claim is ongoing at this point as we needed to supply additional documentation in the form of credit card statements that showed we had paid.