Dayhiker - if you please report back here I’d be very interested in knowing how your claim proceeds - good luck.
For what it’s worth, I’m generally opposed to insuring my trips (land, sea, etc) as (1) the chances of trip issues for me are generally low (based upon my actual past experience), and (2) my limited experience with other “similar” policies in the past has been poor with loopholes, etc for insurers to avoid paying claims.
Again, best of luck with your claim and please do update when you have some resolution.
So far, I'm still waiting. I sent the medical information to them a month ago. Today I get an email requesting supporting medical documentation and proof of payment. They didn't define what they need for supporting medical documentation. I emailed them back. Considering their 3 week backlog, as I was previously told via phone, it'll be that long at a minimum before I get an answer. I'll call again anyway today.
Thus far, I don't recommend John Hancock for travel insurance. My trip was in late May 2019. Initiated the insurance claim in early May.
