COVID-19 Resources
COVID-19 Resources
A message from our CEO regarding the novel coronavirus (COVID-19)
Marianne Harrison
President & CEO, John Hancock
As the coronavirus (COVID-19) continues to impact an increasing number of individuals, communities and families across the world, our top priority remains the health and safety of our customers, our team, and our partners.
At John Hancock, we have helped our customers weather many unexpected challenges in our 159-year history. We have learned lessons from each experience that have made us more prepared and better equipped to work through the current global pandemic and continue to help deliver on our mission to make decisions easier and lives better.
We are well-positioned to continue providing the services our customers count on and have robust, tested business continuity plans in place to ensure a proactive, prepared response going forward.
In addition to serving our customers, our role as a corporate citizen is to ensure the health of our community. That is why we are standing with the City of Boston by making a $1 Million donation to the Boston Resiliency Fund, which is an effort to help coordinate fundraising and philanthropic efforts to provide essential services to Boston residents whose health and well-being are most immediately impacted by the coronavirus pandemic, with a strategic focus on food access.
Our industry is designed to help people plan, prepare and protect. We are unwavering in our commitment to our mission, and we plan to continue offering the peace of mind that life insurance can provide, at a time when people need comfort and security most.
We are doing our utmost to ensure the health and safety of everyone who works at or with John Hancock. This means keeping current with and following safety guidelines coming from the State and Federal Government, as well as the Center For Disease Control and World Health Organization.
To date, we’ve:
- Suspended all non-essential travel — domestic and international
- Quarantined all who have traveled recently or feel symptomatic
- Provided work from home schedules for the majority of our staff
- Secured technology to enable all meetings to occur virtually
- Closed our offices to the public
- Maintained ongoing sanitization throughout our offices and workstations
COVID-19 FAQs
Annuities
Will John Hancock be able to continue to honor and send out Annuity and/or Pension payouts?
Yes, John Hancock will honor and send out all scheduled Annuity and Pension payouts as expected.
Financial Advisory Services
I keep seeing my account value decline, how low can it go?
It all depends on how your portfolio is invested. Talk with your financial advisor to discuss the current investments in your accounts, and how they affect your total account balance.
I can't afford any more losses, should I move to a conservative portfolio until the economy gets better?
It’s tempting to reduce risk due to fear surrounding the current pandemic, but it’s more prudent to invest without emotion. The allocation of your portfolio should match your investment plan. It is best to work with your financial advisor to ensure your portfolio is in line with your time horizon and risk tolerance.
How can I make my money back?
While losing money in your accounts is certainly scary, sticking with your investment objectives and long-term goals and avoiding emotional investing may help you regain your positions once the market re-bounds.
Life Insurance
How can I change the beneficiary/ownership on my life insurance policy?
To change the beneficiary on your life insurance policy, we require a Change of Beneficiary form to be completed. To change the ownership of a life insurance policy due to the death of the current owner, we require a Change of Ownership form to be completed. In addition, please send a written request along with a copy of the owner’s death certificate to John Hancock Insurance
Life - Post Issue
P O Box 55979
Boston MA 02205-5979.
Please note the general processing time may be delayed, we apologize for any inconvenience this may cause.
Can I earn Vitality points for in home workouts because my gym is closed?
Prioritizing your physical and mental well-being at this time is incredibly important but we realize many of your daily routines, including going to the gym, may have been disrupted. To support you, the John Hancock Vitality Program is making some temporary adjustments to enable you to continue engaging in your preferred activities and earning Vitality Points.
You can now earn Standard Workout points for exercising at home. View the quick how-to guide and upload proof of your at-home workouts to earn your points. These points will also qualify toward Apple Watch payments.
We will continue to count fitness device workouts, e.g., via Apple Watch, Fitbit, Garmin, etc.
In addition to at-home workouts, there are other John Hancock Vitality resources available online that we encourage you to explore to help you eat well, get a good night’s sleep, and calm your mind.
Supporting your health and safety is our top priority and we are committed to continuing to provide you the many benefits and rewards associated with your Vitality membership.
Long Term Care
Does John Hancock have resources to help informal caregivers?
We understand that it can be challenging to deal with this new reality, and that many people are new to caregiving and learning as they go. We've compiled resources to help lay out the essentials, answer your COVID-19 specific questions, and provide comfort during this difficult time. Please visit our caregiver resources page.
Pensions
Will John Hancock be able to continue to honor and send our Annuity and/or Pension payouts?
Yes, John Hancock will honor and send out all scheduled Annuity and Pension payouts as expected.
Retirement
I’ve heard a lot about the CARES Act. What is it and has my retirement plan adopted it?
The CARES (Coronavirus Aid, Relief, and Economic Security) Act helps you if you need to borrow from your retirement plan account. John Hancock is coordinating with your plan sponsor to ensure any provisions under the CARES Act adopted by your company’s plan are available to you. Your plan sponsor or plan administrator can help you understand what provisions apply to your savings plan. For more information about the CARES Act and what is means to you please visit our website or read our CARES Act flyer for participants.
I’ve been laid off and I need money to pay rent and bills. Can I take a cash withdrawal from my retirement account?
The CARES Act may give you some relief if your plan allows COVID-19 withdrawals. Also, your retirement plan may already offer withdrawal or loan options that could be available to you. For more information about leaning on long-term savings in times of financial uncertainty visit: https://retirement.johnhancock.com/us/en/working-through-a-time-of-change or read our CARES Act options flyer.
Additional customer resources
Rewards and discounts may vary, are subject to change and are not guaranteed to remain the same for the life of the policy.
Vitality is the provider of the John Hancock Vitality Program in connection with policies issued by John Hancock. John Hancock Life and Long-term care insurance products are issued by: John Hancock Life Insurance Company (U.S.A.), Boston, MA 02116 (not licensed in New York); and in New York by John Hancock Life Insurance Company of New York, Valhalla, NY 10595 (Life insurance) and John Hancock Life & Health Insurance Company, Boston, MA 02116 (Long-term care insurance).
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