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

My flight was delayed for 14 hours. I was in Cancun and needed to come home. I tried several times to call insurance carrier to verify coverage for booking replacement flight. I was not able to connect with anyone.
Then my daughter-in-law also attempted to reach out to them in my behalf . To no avail Sunday 7/31/16. Very disappointed with customer care.
It was a long ordeal getting home the next day.
I'm intending to make a claim. I'm hoping to have it easily resolved.

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We apologize for your negative experience with John Hancock.

A member of our Zero Complaint team contacted you to discuss your options if you have questions during the claims process.

Please contact us at 800-240-0369 if you have any questions, we are happy to help.

Thank you.

I contacted John Hancock Insurance Agency customer service to advise them that my travel dates had changed and they changed the dates to my policy with no problem and no fee.

My cruise was cancelled. Prior to rebooking, I was advised by John Handcock that the rescheduled cruise would be covered by the original policy without additional premium as long as the new dates were within 18 months of the original cruise.

I wanted to buy the policy before I knew all the trip costs. I called John Hancock to ask questions about how I go about doing that and the agent was very helpful in explaining that I could buy the policy for the costs I knew and then change the coverage when I knew more costs. This worked out well.

I understand Squaremouth will assist in a claim, if needed. I filed a claim last week with supporting documents via e-mail to John Hancock (Sevencorners). I have not received any feedback that anything additional will be required or if there is a problem with the claim since is has been less than one full week. At what point should I enlist Squaremouth assistance? I am unclear when is the proper timing of enlisting the help of Squaremouth.

JH Customer Service - Which was really Seven Corners, did not understand what was provided under the policy. I had to have Squaremouth ask the questions to their JH contact. Very irritating and time-consuming. There are clearly training issues with the two JH Customer Service reps that I spoke to..

I do NOT give permission for this to be posted.

We had two issues in dealing with the insurer. First, before we left, my husband had some health issues, but we didn't have time for him to get tests to confirm a firm diagnosis. We did have an MD letter recommending that he not travel until his condition could be diagnosed. We talked several times with the insurer to try to cancel the trip if it would be covered by insurance. They would not give us an answer--said we had to cancel first and then the would let us know if the insurance would cover the cancellation. We were not confortable cancelling without knowing whether coverage would apply, so we decided to take a chance and take the trip and use the medical and evacuation coverage if his condition was serious. Believe me, this was very stressful for both of us. Fortunately he had no issues during our travel but I felt that this was NOT the way our issue should have been handed.

The second issue was with and accident that I (the wife) had during the trip involving a fall with severe injury to my left arm. I filed a claim for the medical cost, which I am told will be reimbursed, but I have not yet heard from the insurer regarding the claim I made for the change fee for my return flight--I had to change my departure airport because I was advised in writing by the ship's physician that I should not drive an auto, and I had planned a driving trip at the end of my cruise.

Appaulinly difficult process to even initiate a claim. Consistently given the run around from insurance agency

I did not have any pre-trip contact but when I submitted my forms, downloaded on-line and submitted by mail, the claim was paid in a very reasonable period of time without any issues. It was definitely excellent customer service for a remote, international market. However, as an experienced int'l traveller, I always print and carry copies of my insurance forms and am sure that attending physicians sign them at the time of treatment. This has made made my insurance filings very easy and, using Squaremouth's vendors, 100% successful.

First of all, I am not disputing the verbiage in the policy itself. My complaint is regarding the purchasing process of this policy right from the start and the use of multiple brand names to create confusion. Don't let the "zero complaint guarantee" make you believe you have an extra layer of protection. You don't and it does not mean a thing.

Half my overseas trip was ruined by a situation out of my control and I incurred hundreds of dollars of charges as a result. The entire airport in Manila was closed for the APEC summit meetings. I was relieved to know I had purchased trip insurance from a well-known company in Chicago, John Hancock Insurance—which according to the Square Mouth website included cancellation and delay.
Upon requesting the appropriate claim forms, the form itself says it is actually “American Modern Insurance Group”. However, after making sure that was the correct form it appears the forms are actually mailed to “Seven Corners”. I later found out that “Seven Corners” is only the processor of claims. It appears that multiple companies are involved and that they are simply using different names to confuse and mislead consumers.

My claim for trip cancellation was denied and I was advised (after several emails) to file an appeal under a different reason, trip delay. I spent countless hours filing out all the forms again and providing proper documentation and proof of such occurrence. The second claim with "John Hancock Insurance” was also denied. There were no responses to my emails, again for weeks. I also, placed many calls and emails to the “zero complaint team" at squaremouth.com asking for further clarification regarding my specific trip insurance policy that I purchased. After about a month I finally was given an answer, simply stating, that I was not covered for that “reason" under that policy.

Regardless of the writing in the policy, I am asserting that I was cheated and completely mislead into purchasing this insurance policy from the start. I am asserting that I was lead to believe I was purchasing from a prestigious name; John Hancock Insurance. This was clearly a bait and switch scheme and absolutely unacceptable. In addition, I was not made aware prior to my purchase the extreme limitations of this policy and that I would actually be dealing with multiple companies other than “John Hancock". This would have drastically altered my decision in choosing such a prohibitive policy from unknown companies.