Travel Insurance Reviews for John Hancock Insurance Agency, Inc.

My friend and I selected John Hancock Silver for a three week trip to Ireland in May 2024. Approximately 20 minutes after dropping off our luggage at the B&B, I stepped wrong on the uneven sidewalk and broke my ankle. I called the medical emergency number and had a response almost immediately. The rep was very pleasant and talked me through what documents to obtain from the injury clinic before I left. She also opened the medical claim ticket at that time.

After another five days of traveling, my ankle (and hands from crutches) had had enough. Although accommodations could be cancelled with no penalty, we were out the unused car rental days and the airfare re-booking fees, along with my medical expenses.

On the positive side
Responsive Customer Support - Before filing my claim, I had several questions and needed to reach out to the claims dept. Every time I called I rarely had to wait longer than five minutes in the phone queue and each rep was very informative. Once I had submitted the documentation, I heard back within three days from the Claims Associate regarding additional documentation requested for my travel companion. I responded with some clarifying questions, and again, heard back within roughly three days.

Easy Claim Process - Because the rep opened a claim for me when I first called, I received reminder messages every so often listing the documentation I needed to submit. It was beneficial because I could easily upload all the relevant documents as a reply to that email rather than use the online claims submission form which is more tedious. Note, John Hancock uses Sedgwick Claims Management to process the insurance claims.

Quick Reimbursement - I submitted my documents on July 17 and received full reimbursement for all claimed expenses on August 13!

Two Blips
Travel Companion - Because my travel companion needed reimbursement for her re-booking fee, I asked twice if I could add her to my claim or if she needed to submit separately. The first rep told me I could add her, but the second rep said no because the claim had already been opened in just my name and they couldn't add her. Once the documentation was filed, the Claims Associate decided to add her to my claim and process everything together. That was only possible because she had bought a John Hancock policy as well.

Medical insurance - The Silver plan offers primary medical coverage. Due to my misunderstanding the documentation John Hancock required, I submitted my medical expenses through my health insurance company. John Hancock did reimburse me for my co-pay. The documentation is for either Explanation of Benefits or for you to sign an affidavit stating you don't have insurance. The latter is misleading because it's really stating you don't have insurance that will cover the claim you are making. The claims rep did not explain it that way, otherwise I would have submitted the medical expenses thru travel insurance.

Highly recommend the John Hancock Silver policy

Poor communication and challenging requirements when filing a claim.

Claim took over 5 weeks to process

Our problem was simple and not costly. Our luggage was delayed 36 hours on a trip to Ireland. We filed a claim (with all documentation) for $119 for items we had to purchase while awaiting our luggage. We received a terse generic email acknowledging receipt of our claim shortly after filing. And we finally did receive a check for $119 a little over one month later. I don't mind a one month processing time HOWEVER there was no further communication from the company during that period, leaving us wondering what was going on. They should do an update email occasionally during the claim processing. Hopefully, there is better communication if someone has a serious issue while traveling.