Frequently Asked Questions

John Hancock Insurance 
Life - Post Issue
P O Box 55979
Boston MA 02205-5979

Please be sure to include your policy number and full contact information.

 

Please be sure to include your policy number and full contact information:

John Hancock Insurance 
Life – Post Issue
30 Dan Rd Suite 55979
Canton, MA 02021-2809

 

Please put it to the attention of the department that would handle your request such as Surrender Dept, Loan Dept, or Billing Dept

Please be sure to include your policy number and full contact information.

1-617-572-1571

Please contact AST (Manulife/JH Stock) at 1-800-795-9767.    

If you are the beneficiary receiving a claim payout and the amount is $7,500 or greater, the funds will be placed into a Safe Access Account unless otherwise specified on the form. If you request a surrender of your life insurance policy, the threshold is $5,000. It is an interest bearing account that works similar to a checking account. You will receive a checkbook in the mail.

  • If your accumulated dividends earn more than $10 in interest then you may receive a 1099INT
  • If you have a Safe Access Account that earns more than $10 in interest then you may receive a 1099INT.
  • If you were the beneficiary of a life insurance policy and the interest paid on the claim was more than $10 then you may receive a 1099INT.
  • If you partially or fully surrendered your policy and your policy had a taxable gain on it then you may receive a 1099R.
  • If you exchanged your policy to another but your old policy had a loan on it then you may receive a 1099R.
  • If your policy reached maturity then you may receive a 1099R.
  • If your policy was a qualified plan and some type of distribution was made then you may receive a 1099R.

All 1099's will be mailed no later than January 31st.

If you received a letter from a recovery agency informing you of unclaimed property that was sent to the state by John Hancock, please contact your state treasurer's office. You do not need to go through a recovery agency as they will charge a fee for their services. If you saw your name advertised in the newspaper, please contact us at 1-800-628-3740.

Life Insurance

Policy owners may obtain values by calling 1-800-732-5543 (8:00am to 6:00pm EST.) or by submitting an email request for summary to be sent to their address of record.

Yes. ePayments can be made via a checking or savings account. Please visit the JH Life ePay page.

Policy owners may obtain values by calling 1-800-732-5543 (8:00am to 6:00pm EST.) or by submitting an email request for summary to be sent to their address of record.

In order to make a disbursement by mail, you will need a Policy Loan form and/or a Dividend Withdrawal form. If your address has been updated within the last thirty days the form will need to be notarized.

General processing time is 7-10 business days for traditional policies and 7 calendar days for variable policies once the paperwork is received in good order.

 

In order to cancel your policy, you will need a Policy Surrender Form. Mail the forms back to John Hancock with either the original contract or the “Statement of Lost or Destroyed Policy“ section completed.

Please Note: If your address has been updated within the last thirty days the form will need to be notarized.

General processing time is 7-10 business days for traditional policies and 7 calendar days for variable policies once the paperwork is received in good order.

Please accept our condolences on your loss. You can get more detail about the claim process here. Please keep in mind that claim forms need to be submitted by each beneficiary.

General processing time is 7-10 business days once all of the paperwork has been received in good order.

Please be sure to include your policy number on your check

For policies beginning with PNO/ORD:

John Hancock
PO Box 7247-0181
Philadelphia PA 19170-0181

 

For policies beginning with MDO/FASSST:

John Hancock
PO Box 7247-0161
Philadelphia PA 19170-0161

 

For policies beginning with FLV or MVL:

John Hancock
PO Box 7247-0146
Philadelphia PA 19170-0146

 

For policies beginning with VLI:

John Hancock
PO Box 7247-0152
Philadelphia PA 19170-0152

 

For policies beginning with ULI:

John Hancock
PO Box 7247-0146
Philadelphia PA 19170-0146

 

For policies beginning with IDH:

John Hancock
PO Box 7247-0172
Philadelphia PA 19170-0172

Policy owners can update a policy address by completing the Request for Address Change form or by contacting our Customer Service Department at 1-800-732-5543, Monday through Friday from 8am to 6pm.

Unfortunately, we cannot accept a change of address via email due to our privacy guidelines.

Please be sure to include your policy number on the check.

Mailing Address:
Life Post Issue - Claims 
John Hancock
PO Box 55979
Boston, MA 02205

Overnight Deliveries:
Life Post Issue - Claims
30 Dan Road, Suite 55979
Canton, MA 02021

You can get a quote online and even complete your application right on our website or over the phone. If you prefer to talk to a coverage coach or meet with a local representative, please call us at 844-278-8234.

SmartProtect Term with Vitality provides benefits and discounts such as an Apple Watch for as little as $25, gift certificates ($5-$25) for Amazon, iTunes, Starbucks, and other rewards for living a healthy life.
Get a quote online and qualify for up to $1,000,000 in coverage.

In order to change the beneficiary and/or ownership, John Hancock requires a Change of Beneficiary form and/or a Change of Ownership form to be completed. If you need to update the ownership due to the death of the current owner, please send a written request along with a copy of the owner's death certificate to our general mailing address.

General processing time is 7-10 business days once the paperwork is received in good order.

In order to change/set up the banking information for your automatic premium draft, John Hancock requires a new Pre-Authorized Payment Plan form to be completed. 

General processing time is 7-10 business days once the paperwork is received in good order.

In order to request a duplicate policy, you will need a Statement of Lost Policy form.

If your policy was issued prior to 1966 then we will not be able to issue a duplicate. Ordering a duplicate policy is not necessary if you are planning on surrendering or claiming the benefit. You would just need to fill out the lost policy section of the appropriate form.

In order to change the name on your policy, John Hancock requires a Name Change form to be completed. 

General processing time is 7-10 business days once the paperwork is received in good order.

For information about John Hancock Vitality, how the John Hancock Vitality Program works, and about John Hancock Vitality Program Rewards, please visit the Vitality Program FAQs page.

Information about Voice Prints

Our technology enables enhanced verification to allow easier authentication and faster service.

No, it is a free service we offer to protect your account and enhance your customer experience.

When you call our toll-free number, our automated menu will ask you to enter your SSN and account number and prompt you to consent to having your voiceprint used for authentication on future calls.  

A voiceprint is a digital representation of characteristics in your voice such as pitch and tone. It is a digital combination of behavioral and physical patterns in your voice and is not a recording of what you are saying. Voiceprints are unique to each individual.    

Yes, if an account has more than one owner or your advisor would like to use our voiceprint authentication, this can be accommodated.

Yes. Our technology is a secure way of verifying callers. Unlike passwords or PINs, your voiceprint can’t be guessed. It is not a recording and cannot be used to gain access to any other system or to create a sound recording of your voice.

After you enroll, our system will use your unique voiceprint to verify your identity on future calls. Your voiceprint is comprised of over a hundred different characteristics that uniquely represent your voice.

No, our technology is designed to safeguard against voice recordings and will reject any caller whose voiceprint does not match yours. Your voiceprint is a combination of both the physical and behavioral characteristics of your voice, which are not available within a recording.

Yes. Our technology will still be able to recognize you if you have a cold or allergies that might alter the tones and pitches of your voice. And it can recognize subtle changes in your voice over time.

Your voiceprint can be used for authentication across multiple accounts. 

Your voiceprint can be used for authentication across multiple accounts.

No. Only the insured or account holder may create a voiceprint.

If, for any reason, we are not able to verify your identity through your voiceprint, we will verify it by asking you security questions.