Skip to main content

You've got questions. We've got answers.

FAQs

You've got questions. We've got answers.

FAQs

General

What is John Hancock's general mailing address for forms and service requests?

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.

What is your physical address if I need to overnight forms or a check?

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

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

 

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

What is your general fax number?

1-617-572-1571

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

I need assistance with telephone prompts when calling about my existing policy
I have questions on stock that I own

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

What is a Safe Access Account?

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.

Should I be expecting a tax statement 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.
I am expecting a 1099INT/1099R from John Hancock. When will I receive it?

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

I have questions about unclaimed property that was reported to the state

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

I found an old policy and would like to know if it still has value

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.

Can I pay my premium online?

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

I would like to know the value of my life insurance policy

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.

I would like to take a loan and/or withdraw dividends on my policy

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.

 

I would like to cancel my life insurance policy

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.

The insured has passed away and I need to make a claim

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.

What is the mailing address to send my premium payment to?

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

I would like to change my address on my life insurance policy

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.

What is the mailing address to send a loan payment to?

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

How can I get a quote for life insurance?

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.

I need to change my beneficiary and/or ownership on my life insurance policy

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.

I currently have my premiums paid by automatic deduction from my bank account and need to update my banking information

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.

I would like to have a duplicate policy sent to me

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.

I got married and need to change the name on my policy

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.

I want to learn more about John Hancock Vitality and how the program works

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

What is a voiceprint?

A voiceprint is a digital representation of characteristics in your voice, such as pitch and accent. 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.

Am I automatically enrolled in your voiceprint feature?

Yes. No action is required of you.

Why am I enrolled?

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

Does enrolling cost anything?

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

 

How does voiceprint work?

As you speak with one of our customer service representatives, your unique voiceprint is created from more than 100 different physical and behavioral characteristics such as pitch and accent. Once your voiceprint is created, we can use your voice to quickly verify it’s you and reduce the need for you to answer additional security questions every time you call.

Is it secure?

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

What if someone else tries to imitate my voice? Could someone use a recording of my voice to pose as me?

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 is not accessible within a recording.

What if I’m sick or have a cold? What if my voice changes over time? Will it still recognize me?

Yes. Our technology will still be able to recognize you if you have a cold or other illness that may alter the tones and pitches of your voice. It can also recognize subtle changes in your voice over time.

Can more than one voiceprint be associated with my account?

Yes. A co-owner, if applicable, or your financial representative can have their own voiceprint for your account.

What if I have multiple accounts with John Hancock?

Your voiceprint can be used for authentication across your Life Insurance, Annuities and LTC accounts with John Hancock.

Can I use voiceprint on behalf of someone for whom I am a caregiver or hold power of attorney?

No. Only the account owner can create a voiceprint.

What happens if my voiceprint is not recognized?

If we are unable to verify your identity through your voiceprint, we will verify it by asking you security questions. You will still be able to access your account.

What If I do not want my voice print on file?

 Please speak with a customer service representative.  

Last updated: February 21, 2020.

 

 

 

Don't see your question?

Contact us