We have seen so many questions about trip insurance, and a few reports of denied claims or long delays, I thought I would post our positive experience with this company.
We should be in the UK right now, but had to cancel our trip when my husband came down with a painful case of shingles 6 days before the flight. Everything was refundable (flights and hotels) except our prepaid guided walking holiday in the Peak District with HF Holidays. We were so close to the date that the cancellation penalty was 90% of the cost (over $1000). Fortunately, I had insured the full amount of that holiday, choosing the John Hancock Silver package via Squaremouth.
I filed our claim online on April 15. It was quick and easy to fill out the web form and upload the supporting documents. They acknowledged right away, and 2 days later emailed to ask for copies of the credit card statements showing the charges for initial deposit and final payment, which I provided right away. They also sent their own form for the Physician Statement that we needed to get signed. My husband dropped that off at the doctor’s office on April 18 when he had a follow-up appointment. The office called on Tuesday the 23rd to say it was ready to be picked up. I uploaded it into our file that day.
On Thursday the 25th I checked online to make sure everything was complete, and the webpage said “closed” and “unpaid”. I was stunned and called the claims team to ask what that meant—-was it denied? A very nice gentleman said no, the file had advanced to the “review” level and I should hear back by email “soon”. I said I was concerned about the amount they listed on the claim page as it was wrong—-too high—-and I wanted to correct that. The guy said he could not transfer my call to the “next level” but I could email them. So I did, that day.
On Monday April 29, 2 weeks after filing the claim online, I awoke to a nice personal email (not a form letter) thanking me for clarifying the amount of our claim, and telling me that “the check is in the mail”, having been sent out the previous Friday.
I will be looking to John Hancock again the next time we need trip insurance. I have always liked the name . . . .