Life insurance

If you’re already registered on our service website, sign in to your account and go to “Communication Preferences,” which can be found in the drop-down menu under your name in the upper-right corner of the homepage.

If you have not yet created a user name and password for our service website, we encourage you to create a profile today. You can elect paperless delivery via the registration process, and you’ll also gain access to other impactful tools and services such as online payments, policy values and online service requests (such as submitting an address change).

If you’re already registered on our service website, sign in to your account and go to “Communication Preferences,” which can be found in the drop-down menu under your name in the upper-right corner of the homepage.

If you have not yet created a user name and password for our service website, we encourage you to create a profile today. You can elect paperless delivery via the registration process, and you’ll also gain access to other impactful tools and services such as online payments, policy values and online service requests (such as submitting an address change).

You can review your policy details by signing in or registering for your online life insurance account and clicking "View policy details".

If you're unable to access your online account, you can reach out to our Customer Service Representatives at by calling 1-800-732-5543 Monday through Friday, 8:00 a.m. to 6:00 p.m. EST.

Sign in or register for your online life insurance account, select your policy, and from the “Policy” tab, select the "Policy overview" subtab. From there, you can view beneficiaries and request changes.

If you are experiencing issues accessing your online account, contact us at 888-888-8856 Monday through Friday, from 8 a.m. to 6 p.m. EST.

Online payments are processed within two business days of submission. The cut-off time for payments to be submitted is 4 p.m. EST. If you're worried your policy will lapse due to non-payment, contact Customer Service at 800-813-2294 for immediate assistance. If we are unable to apply your payment for any reason, a representative from John Hancock will contact you within 5 business days.

We're so sorry for your loss, and we're here to assist you during this difficult time. The quickest, easiest way to report a death to John Hancock is via the Death Claim Notification Request form, located on the life insurance death benefit claim page. The form will guide you through the process of selecting and filling out the proper forms. You can also report the death to John Hancock by calling our Customer Service Representatives at 888-887-2739, Monday through Friday, Eastern Time Business Hours.

Funds are generally dispersed within 7-10 business days after we receive the claim form and any other required information. Please note that claims forms vary from state to state, and additional paperwork may be required in some cases.

To find out what paperwork you will need to fill out, complete the Death Claim Notification Request. This will determine if you qualify for our paperless express claims process. Visit the Help Center's life insurance death benefit claim page for more information.

If the policy owner is deceased and you need to change ownership, there are two scenarios for consideration:

    1. If the policy has a successor owner on file with John Hancock, the successor owner(s) must submit the following documents to John Hancock.

• A certified death certificate for the deceased owner(s). Please be sure to include your policy
• A completed “W9 - Request for Taxpayer Identification” form
• A completed “Beneficiary Change” form

    2. If there is no successor owner on file, John Hancock requires the following documents.

• A certified death certificate for the deceased owner(s)
• A Probate of Will or Letters of Administration/Authority
• An “Ownership Change” form completed by the executor or administrator appointed in one of the above documents and the proposed new owner(s)
• A “Beneficiary Change” form completed by the new owner(s)

You can search for the above forms on the Life Insurance Forms page. Please mail all documents to John Hancock at:

Life Post Issue - Customer Service Center
John Hancock
PO Box 55979, Boston MA 02205

For questions, please contact our Customer Service Representatives at 888-887-2739, Monday through Friday, Eastern Time Business Hours.

The John Hancock Vitality Program rewards life insurance customers for their everyday healthy activities, like walking the dog, going to the doctor and buying healthy food. Healthy activities earn points. Points can add up to rewards and savings! John Hancock offers two versions of the program – Vitality GO and Vitality PLUS.

Visit the John Hancock Vitality page to learn about the program's features, savings, and rewards, or request a complimentary consultation with a financial professional.

John Hancock Vitality GO is automatically included with policies at no additional cost. This free version of the program rewards members for the healthy choices they make every day. It includes select rewards from national retailers like REI® and Fitbit®, as well as savings at the grocery store. Note: John Hancock Vitality GO is not available in NY.

John Hancock Vitality PLUS can be added to your policy for as little as $2/month, or, in some instances, may be included in the price of your policy. It offers all the benefits of Vitality GO and access to exclusive rewards from Apple, Expedia®, Amazon, Fitbit, REI and more.

Visit the benefits comparison page to learn the differences between Vitality PLUS and Vitality GO.

Vitality GO members who are eligible to upgrade may choose to do so at any time during the first 25 months after purchasing their policy for as little as $2 per month. When a member upgrades, their Vitality Points and Vitality Status from their Vitality GO account will be automatically transferred to their new PLUS membership to give them a head start towards greater rewards!

To learn more about upgrading to Vitality PLUS, log in to your John Hancock Vitality account, view the "Rewards" menu, and select "Upgrade to Vitality PLUS". Note: if you do not see this in your menu, your policy is not currently eligible to upgrade. Call us at 888-333-2659 if you have any questions.