Skip to main content Accessibility help
  1. Help center

For financial professionals

  1. For financial professionals
  1. For plan sponsors
Sign in

Life insurance FAQs

We have our customers covered — with the protection they require and the answers that they need.

Life insurance FAQs

We have our customers covered — with the protection they require and the answers that they need.


General information

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.

Life Post Issue Services 

John Hancock Life Insurance Company

372 University Ave Ste 55979

Westwood, MA 02090


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.

A Safe Access Account is an interest-bearing account similar to a checking account from which checks can be written to access the account balance.

If you are a beneficiary receiving an eligible claim payout of $10,000 or more, the funds will be placed into a John Hancock Safe Access Account, unless otherwise specified on the claim form.

For more information, visit https://www.johnhancock.com/safe-access-account.html

If you received a letter from a recovery agency informing you of unclaimed property that was sent to the state by John Hancock, contact your state treasurer’s office. Note that you don’t need to go through a recovery agency as they will charge fees for their services.

If you saw your name advertised in the newspaper, please contact us at 1-866-496-2727.

You can fill out this form online to talk to an advisor or call us directly at 888-955-5432.


Policy questions

After signing in to your account, in the upper right corner of the customer online account page the owner’s name will be displayed inside a drop-down menu.  

 

Select “My Profile” and then the “Update Profile” button. This will allow you to update your email, phone number, and security answers and questions. 

 

Select the “Update Password” button to change your password. 

 

*Please note your username cannot be changed online. For more options regarding changing your username, please call the eService Department at 888-888-8856, Monday – Friday, from 8 a.m. – 6 p.m. ET. 

In the upper right corner of the customer online account page, the owner’s name will be displayed inside a drop-down menu. When you select the menu, you will be able to choose “Home,” followed by “My profile,” and then “Log out.”

Please visit this page and select “Register Now!” After accepting the waiver of liability, please select your role on your John Hancock policy to begin the registration process.

To update your policy address, sign into your account.


You can also submit the Address Change form online when you download it here . Or you can call our Customer Service department at 1-800-732-5543 from Monday through Friday from 8 a.m. to 6 p.m. ET.

Note that you can also check the status of your request when you sign into your account.

You can update a policy address:

You can check the status of this your request by signing in to your account.

Policy owners may obtain values by calling 800-732-5543 (Monday – Friday, 8:00 a.m. to 6:00 p.m. ET) or by signing in to your account.

 

If you do not have any contract information, please fill out this form.

To change the name on your policy, John Hancock requires a Name Change form to be completed online. Download it here.

Note that our general processing time is 5-7 business days once the form is submitted in good order. You can always check the status of your request when you sign in to your account.

Yes, you can sign in or register for an account online to view policy details.

Policy owners can provide authorization for both online and phone requests by completing the Special Authorization form here.

If you’re a policy owner or trustee, you can make allocation charges when you sign in to your account or download our Investment Option Change form here.

If authorized, you may also request investment or segment changes by phone. The owner, trustee, and authorized registered representative or other third party (if applicable) may contact us Monday through Friday before 4 p.m. ET at 800-732-5543 to make an investment or segment change.

Note that the investment option changes are effective on the date the trade is received and in good order before 4 p.m. ET. It may take up to 3 business days to process the transaction. Indexed Account segment changes need to be received by the 15th of each month before 4 p.m. ET. If a request is received after this date, the segment will occur on the next segment initiation date.

You can access forms anytime when you sign in to your account or by accessing our Forms Center.

In order to cancel your policy, you will need to fill out the Policy Surrender Request form online. The form can also be downloaded here.

 

General processing time is 7-10 business days once the paperwork is received in good order. You can check the status of your request by signing in to your account.

 

Please note: if your address has been updated within the last 30 days, the form will need to be notarized.

You can submit documents by signing in to your account.

 

You can mail: 

 

Regular mail: 

Life Post Issue   

John Hancock 

PO Box 55979 

Boston, MA 02205 

 

Overnight mail: 

Life Post Issue  

John Hancock 

372 University Avenue 

Suite 55979 

Westwood, MA 02090 

You can find a Statement of Insurance and Policy Summary by signing in to your account.

 

Please note: 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. In those scenarios, if you no longer have a copy of your policy, you would just need to fill out the lost policy section of the appropriate form.


Loans & values

Policy owners may obtain values by calling 800-732-5543 (Monday – Friday, 8:00 a.m. to 6:00 p.m. ET) or by signing in to your account.

 

If you do not have any contract information, please fill out this form.

To inquire about the maximum loan available on your policy, please call our contact center at 800-732-5543, Monday – Friday, from 8 a.m. – 6 p.m. ET. 

The fund performance and daily unit value can be found here. Under Performance select “By Product” and select your type of policy from the drop-down menu and hit “Submit.” 

To do this, you’ll need to fill out the Policy Loan Request form and/or the Dividend Withdrawal Request form online. Download forms here.

For loan requests up to $100K, call 800-732-5543, Monday through Friday from 8 a.m. to 6 p.m. ET. Loan processing times vary by product; however, most requests are satisfied within 5 business days. You can always check the status of your request when you sign in to your account.

Please note that if your address has been updated within the last 30 days, this form must be notarized.


Taxation

Tax forms can be viewed by signing in to your account.  IRS regulations stipulate that our tax forms must be postmarked no later than January 31st. If the date falls on a Saturday, Sunday or legal holiday, the postmark date should be no later than the next business day. 

 

Tax forms for amounts less than $10.00 will not be issued. 

 

If you did not receive a 1099 by mail or within your account and feel you should have, please call our contact center at 800-387-2747, Monday – Friday, from 8 a.m. – 6 p.m. ET, and we will be happy to assist you. 

 

Check these 1099-R and 1099-INT reference guides for more information. 

Here is a list of some tax form triggers: 

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

Check these 1099-R and 1099-INT reference guides for more information. 

 

Important to note: John Hancock employees are not permitted to provide tax advice. Please contact your tax advisor or the IRS for further assistance regarding 1099s and any other tax-related inquiries.


Titles

You can verify the beneficiary on your policy by signing in to your account. 

 

Verification can also be made by calling our Customer Service Department at 800-732-5543, Monday - Friday, from 8 a.m. to 6 p.m. ET. 

Change the beneficiary and/or ownership when you sign in to your account and submit a Change of Beneficiary and/or Change of Ownership form online. You can also download the Change of Beneficiary form here and the Change of Ownership form here.

If you need to update 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 at:

Life Post issue
John Hancock
P.O. Box 55979
Boston, MA 02205

Note that our general processing time is 5-7 business days once the form is submitted in good order. You can always check the status of your request when you sign in to your account.

Update your beneficiary’s name by signing into your account  submitting a Change of Beneficiary form. You can also download it here.

There are two scenarios. In the first, there is a registered successor owner on file. This scenario requires the following:

  • Certified death certificate for the deceased owner(s)
  • The successor owner(s) must complete a Request for Taxpayer Identification Number Certification form and a Change of Beneficiary form.

In the second scenario, there is no registered Successor Owner on file. In this case, the company requires:

  • Certified death certificate for the deceased owner(s)
  • Probate of Will or Letters of Administration/Authority
  • The executor or administrator appointed in one of the above documents and the proposed new owner(s) must complete a Change of ownership form.
  • The new owner(s) must also complete a Change of Ownership form.

All forms can be downloaded here.

To update our records with a company name change, the company must complete the Name Change Request form and provide us with any supporting legal documentation that illustrates the name change. 

 

Alternatively, a letter on company letterhead indicating the company name has changed from “A to B” along with supporting documentation like Articles of Amendment may also be submitted.

Forms can be downloaded here. 

To change a financial institution’s name, the institution must complete the Name Change Request form and provide us with any supporting, legal and or merger documentation that illustrates the name change. 

 

Forms can be downloaded here.  

 

Alternatively, a letter on company letterhead indicating the financial institution’s name changed from “A to B” along with supporting documentation from an authorized state banking authority may be submitted.     

No. If one trustee resigns or changes for another reason, you do not have to complete Ownership or Beneficiary Designation Change forms. Commonly we get a combination of the following documents:  

  • Resignation letter or a Removal of Trustee letter 
  • Appointment of Trustee letter and an Acceptance of Trustee letter 

The type of documentation may differ depending on the circumstance and provisions in the trust agreement itself. For a death of a trustee, we require a certified copy of their death certificate. 

Both refer to how ownership is vested or held between individuals on a jointly owned policy. "Jointly as tenants in common" means that the death of an owner will result in the deceased owner's interest in the policy vesting in his or her estate. "Jointly and to the survivor" (also referred to as "right of survivorship") means that the death of the owner of will result in the ownership being vested in the surviving owner(s).

Trustee signature requirements are dependent on the trust provisions that indicate either single or joint trustee signing authority. Our John Hancock Trust Certification form allows trustees to delegate an authority for the named trustees. Once the form is completed and signed by all trustees, they can select a majority, any, all, or a designated trustee to act on the behalf of the trust owner.

 

The form can be downloaded here. 

Unless there is a successor owner registered, the ownership vests in the owner's estate. If Jane Doe were the owner while living, ownership would then reflect "Estate of Jane Doe."  We would require a probated will for the estate, and/or letters of administration for the estate to determine who can act for the estate. Full requirements can be referenced within our Change of Ownership form which can be downloaded here.  

Sign in or register to change your automatic bank draft information. You may also access our Premium Amount/Mode Change form here, which can be sent to us via email or post. 

Once we receive the form, our general processing time is approximately 5 business days.

If you don’t make the planned premium payment, it may affect the performance of your policy. When you originally purchased your policy, your agent presented an illustration showing you how your policy might perform under select assumptions. 

If you don’t make regular premium payments, we strongly advise that you request an updated illustration to show how your policy may perform based on updated assumptions. 

Contact your agent or reach out to our contact center at 800-732-5543 from Monday through Friday, 8 a.m. to 6 p.m. ET, to request an illustration.

Sign in or register to manage your automatic payments online.

You may also submit a form online or access the Pre-Authorized Payment Plan Request form (PS5126US) from our Customer Service Forms and send it to us via email or post.

Yes! If you’d like your premiums to be deducted from your checking or savings account. Sign in or register to manage automatic payments online.

You may also submit a form online or access the Pre-Authorized Payment Plan Request form (PS5126US) from our Customer Service Forms and send it to us via email or post.

Yes. One-time and automatic payments can be processed online with a checking or savings account. 

 

Sign in or register to manage your payments online.

Please refer to your premium notice for the most accurate mailing address. Be sure to include your policy number on your check.
 

Non-New York policies should mail to:

John Hancock

P.O. Box 7247-0274

Philadelphia, PA 19170-0274

 

New York policies should be sent to:

John Hancock
P.O. Box 7247-0239
Philadelphia, PA 19170-0239

One-time and automatic payments can be processed online with a checking or savings account. Visit our online payments page for more information.

Yes! If you’d like your premiums to be deducted from your checking or savings account. Sign in or register to manage automatic payments online.

You may also submit a form online or access the Pre-Authorized Payment Plan Request form (PS5126US) from our Customer Service Forms and send it to us via email or post.

John Hancock Online Payments

To quickly and easily make an online payment, sign in or register and have your checking or savings account information ready.

The following types of payments can be made via the online payment service:

  • Premium payment
  • Lapse warning notice
  • Loan repayment

Not right now, but this action will be available soon.

Unfortunately, we do not accept credit card or debit card payments. ePayments must be made via a checking or savings account.

The routing transit number and account number are located at the bottom of your personal check or savings deposit slip issued by your bank. The check number should not be included when entering the routing and account numbers. 

Personal check illustration showing routing and checking number locations

Click here to submit an ePayment any time of day. ePayments received prior to the daily stock market closing time are processed by John Hancock, effective the same business day.

ePayments submitted after the close of the stock market are processed by John Hancock the following business day.


Please note that business days are Monday through Friday, excluding Federal Reserve holidays. The stock market generally closes at 4 p.m. ET.

ePayments are processed within two business days of submission. If there are any issues applying your payment, a representative from John Hancock will contact you within 5 business days.

Online payments are processed within two business days. If you're worried your policy will lapse due to non-payment, contact Customer Service at 800-813-2294 for immediate assistance.

Yes, providing the policies are in good standing. Please note that payments for lapsed or terminated policies will not be processed.

Yes. Payments on each policy must be made individually.

Sign in or register to manage automatic payments online. John Hancock will automatically draft payments from your checking or savings account.

You can also submit an online form or access the Pre-Authorized payment Plan Request form (PS5126US) from Customer Service Forms and send it to us via email or post.

Just like the payment amount, the payment date also depends on the type of policy you own.

  • For fixed premium contracts, payment can only be submitted once you’ve been billed (approximately 21-28 days in advance of the premium due date).
  • For flexible premium contracts, you can make a payment anytime and even pay future premium costs.

Sign in or register to set up or manage automatic payments and view billing information. You may also submit a form online or access the Pre-Authorized Payment Plan Request form (PS5126US) from our Customer Service Forms and send it to us via email or post

The amount you can pay depends on the type(s) of policy you have.

If you have a term or whole life policy (known as "fixed premium" contracts) you can only make an online payment for the total amount billed. Please note that the payment can only be submitted once you've been billed (between 21-28 days in advance of the premium due date).

For all other policy types (known as "flexible premium contracts") you can submit an online payment or an amount that differs from what's been billed. You can find your policy type on the payment slip.

Like the payment amount, the payment date also depends on the type of policy you own.

For fixed premium contracts, you can only submit a payment once you've been billed (around 21-28 days ahead of the premium due date).

For flexible premium contracts, you can make a payment any time and even pay for future premium costs.

Worry less

Sign in or register to manage automatic payments or send us the Pre-Authorized Payment Plan Request form (PS5126US) and send it to us via email or post.

If the partial payment is for a fixed premium policy, like term or whole life, you may submit the remaining amount via your preferred payment method. For fixed premium polies, you can only submit the total amount that's due. If you have a flexible premium policy, you may submit the remainder of your payment online.

Yes. Just sign in or register to manage your payments online. You can apply your accumulated cash dividends to your premium or loan repayment. Remember that cash value and death benefit of the policy will be reduced by the dividends amount used for payments. Should you prefer to use another type of dividends for payment, call us at 800-813-2294 for assistance.

Should you prefer to use another type of dividends for payment, call us at 800-813-2294 for assistance.

If you have a fixed premium policy like term and wish to make an online payment, you will need to pay the amount reflected online. If the amount is more than the new premium, the policy owner will receive a refund check via post.

If the amount shown online is less than the new premium, the difference will need to be submitted to John Hancock via check. For questions about your Vitality status and the associated premium, please call us at 888-333-2659.

If you have a flexible premium policy and would like to make an online payment, you may submit payment for the new premium amount, even if the old amount still appears online.

Yes. You may register or sign in to manage payments online.

Yes. To make an online payment for your Long-Term Care policy, sign in or register for an account.

If you need assistance with John Hancock ePay, please call our eService Team at 1-800-813-2294. Representatives are available Monday through Friday from 8:00am to 6:00p.m., ET.

Please reach out to our Customer Service Center by calling 1-800-732-5543. Representatives are available Monday through Friday, 8:00 a.m. to 6:00 p.m. ET.

Please confirm that you have entered your last name accurately, including any hyphens or apostrophes. If you believe you have correctly entered your policy information but are unable to proceed with your ePayment, please contact us at 1-800-813-2294. Representatives are available Monday through Friday from 8:00 a.m. to 6:00 p.m., ET. 
 

Please note that you must be an authorized party on the policy to obtain information.

John Hancock Automatic Payments

Yes! Simply login to make individual changes to the current information.

Click the 'X' at the top corner of your screen.

Please note: Your information will not be saved If you exit the set-up screen before you confirm your automatic payment details.

Between 1-3 business days depending on your policy type.

For most policies, you'll see the your payment plans immediately after set up by clicking the Manage Automatic Payments button. For a small group of certain types of policies, it can take up to three days to show these details.

Yes. You will receive confirmation by post within 6-10 business days.

There are certain policies and policy statuses that may be ineligible for automatic payment set-up.

Call us at 1-800-732-5543 and request to stop or pause automatic payments.

Not all products may be eligible for setting up automatic payments. Check your policy to find out if automatic payments can be set up for your product.

You may be able to do so via form or phone call depending on your policy type.

Refer to your lapse notice for steps to take (including one-time payments).

Please note that automatic payment plans will not necessarily be cancelled.

For information specific to your policy, please call 800-732-5543 for assistance.


Live Chat

“Live Chat” is a service available to you when you log in to your digital storefront or when you call in via SMS text. The live chat enables you to communicate with us in real time via instant messaging.  There is no cost to you for using it.

No.  All you need is a smartphone, tablet, or computer with an Internet connection. Our Live Chat works within the browser on your device.

You cannot use Live Chat to request a callback. If you prefer to speak to someone instead, please call our toll-free customer service number.

If you call our dedicated toll-free number, you may hear an option to chat live with one of our representatives. Follow the prompt from our call center menu.

 

If you are logged in on our website, click or tap our virtual assistant icon in the bottom right corner.  A chat window will pop up from the bottom corner of your browser window.  The virtual assistant can answer many questions for you or connect you to a live chat representative.

Customer service representatives are available to chat Monday through Friday, from 8 a.m. to 6 p.m. EST.  As soon as you start the chat, our representative will be ready to answer your questions. The actual response time will depend on your Internet connection speed.

You can copy and paste the text of a conversation, or print a copy of the chat conversation by using CTRL+P on your keyboard. We are unable to email a transcript.

If you just minimized an active chat conversation window, you can resume the chat by restoring it. You cannot resume a chat conversation that has been closed or ended. Therefore, you will need to start a new chat session.

We want to learn whether our customer liked using Live Chat so we can keep improving the service. The survey is anonymous.

If you are chatting via SMS text, you should see a “lock” icon at the top of the chat window to verify the connection is secure. We use end-to-end, industry-standard Transport Layer Security (TLS) encryption to prevent unauthorized access to chat sessions. Signing in to your secure online account also protects your chat connection.

In addition to the chat content, we store and encrypt the conversation transcript, along with items such as phone number, IP address, time of chat, and interaction duration. This information is solely used for internal logging and analytics purposes.

If you are chatting via SMS text, we will send a 4-digit pin to preserve the confidentiality of the chat session. By using a PIN, we can limit the ability of others to use your unique chat link and ensure unauthorized individuals are not able to access it. This PIN is no longer valid after five minutes. Signing in to your online account and chatting does not require a pin.

The chat can only be initiated through our dedicated toll-free number or through our secure website. Our representatives will always identify themselves to you, stating their name. If you are uncomfortable providing personal information via chat, please don’t hesitate to log on to our website or call our dedicated toll-free number via the Contact Us page.


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.

Yes. No action is required of you.

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

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

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.

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.

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.

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.

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

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

No. Only the account owner can create a voiceprint.

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.

Yes, please contact customer service to opt out.

The quickest, easiest way to report a death to John Hancock is via this online form. You may also report the death to John Hancock by phone at 888-887-2739.

Go here to learn more about the life insurance claim process in case of death.

For a life insurance claim in case of death, the Death Claim Notification Request form will guide you through the process of selecting the proper form. Note that claim forms vary from state to state.

Funds are generally dispersed within 7-10 business days after the claim form and any other required information are received.

If the primary beneficiary passed away before the insured and no contingent beneficiary exists on file, the proceeds become payable to the policy owner or their estate (if deceased). 
 

If the primary beneficiary passed away after the insured, all proceeds become payable to the beneficiary’s estate. In either case, a copy of the beneficiary’s death certificate is required.

If there are multiple beneficiaries and any of them have pre-deceased the insured, the death benefit is generally split between all living primary beneficiaries that remain at the time of the insured’s death. The beneficiary designation on file would need to indicate “per stirpes” instructions for a death benefit to be payable to the living heirs of a deceased beneficiary. Note that additional requirements for the beneficiary’s estate and any remaining heirs will be required.

If an estate is opened, the executor or administrator of the estate must provide a court certificate of appointment, also known as Letters Testamentary or Administration. 

The estate’s executor or administrator must also provide the completed Life Insurance Claim form using the estate’s tax ID number. When signed and dated by the executor or administrator, their respective titles must be included. If no estate is open, is now closed or is not being probated, please consult with a legal professional to determine how proceeds can be claimed based on applicable state-specific filing requirements. 

A claim form that’s completed and signed by the trustee(s) and a Trustee Certification form are required. Forms should be completed in the name of the trust with the trust’s Employer Identification Number (EIN) and must be signed and dated by the trustee(s). When a testamentary trust is a policy beneficiary, the trustee must provide the trust’s EIN and not the EIN of the insured’s estate. The trustee(s)’ title must be included with all the signatures. Note that if there was a change in the trust or trustee, we will require a copy of the trust document pertaining to that change.

The death benefit will be payable based on the beneficiary designations on file at John Hancock, regardless of the instructions in the deceased’s will. 

The death benefit is generally based on the face amount of the policy, less any loans or other deductions from the policy. The death benefit payment may also include interest on the proceeds at the rate and for the period required by the life insurance policy and state law. A lapsed policy status may impact the death benefit. 

In most cases, only the interest credited on the death benefit is subject to income tax. We report the interest to the IRS and the beneficiary on Form 1099-INT. Please note that if, for example, the policy was held in a qualified retirement plan or had been transferred for value, part of the death benefit may be taxable. Please consult your tax advisor for further details specific to your situation.

The beneficiary must submit a properly completed IRS Form W-8 if they are not a US citizen, US resident alien, or other US person. Different forms exist depending on the beneficiary’s status. Please refer to the forms for instructions on how to properly complete each one. You can obtain copies of the forms and their instructions on the IRS website at IRS.gov.

John Hancock will generally allow a legal guardian of a minor beneficiary to claim the proceeds upon presentation of a birth certificate for the minor according to state requirements if the proceeds are less than $10,000. If proceeds are $10,000 or more, please contact a claims representative at 888-887-2739 or consult a legal professional regarding how to proceed with the claim.

Generally, if the insured dies within two years of the policy issue date or two years from the reinstatement date of a lapsed policy, a claim is considered contestable. As applicable, we complete a routine investigation to verify the information that was provided at the time of underwriting and policy issuance or reinstatement.

If the interest on the death benefit proceeds will be paid to the funeral company or similar entity, we require a completed claim form or W9 form completed by the authorized signor.  We also require a statement indicating the amount to be paid to the funeral company or similar entity with the signature of both authorized signor and beneficiary/beneficiaries.

If no interest will be paid to the funeral company or similar entity, we only require the statement indicating the amount to be paid to the company with the signature of both authorized signor and beneficiary/beneficiaries.

You must provide copies of legal documentation that supports the name change. Examples include a marriage certificate, birth certificate, court document, etc. If the beneficiary is a corporation and the name has changed due to a merger, Articles of Amendment and/or documents issued by the State Department of Commerce will be required.

A portion of the death benefit is taxable as income and subject to 20% withholding if it is made payable to an individual beneficiary. Please read the Special Tax Notice and complete the Withholding and Trustee Statement, which can be downloaded from our Forms page.

A portion of the death benefit is taxable as income and the insurer must report the death benefit to the IRS. Tax withholding may also apply. Please complete the Statement for a Life Settlement Contract, which can be downloaded from our Forms page.

There are few greater stresses placed on any individual than those caused by terminal illness. The Accelerated Benefit Rider for Terminal Illness* allows for the acceleration of up to fifty percent or up to one hundred percent of the death benefit depending on the terms of the policy rider if the insured has been diagnosed with a terminal illness. This helps give you the security that, should you become terminally ill, you have additional financial resources if you need them. 

Learn more about the accelerated benefit for terminal illness claim process here.

You may be eligible for disability rider benefits if:

  • Your policy is inforce;
  • Your policy contract includes an active disability benefit rider; and
  • You have been disabled for a duration of at least six consecutive months.

Please note that eligibility requirements may vary based on the disability rider included on your policy. Please refer to your contract or call us at 888-887-2739 for more information.

Learn more about the disability benefit claim process here.

 

 

Please call our life insurance contact center at 800-387-2747 to initiate your request for long-term care rider benefits. 

Learn more about the Long-Term Care Rider claim process here.

 


About John Hancock Vitality 

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.

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.1 It offers all the benefits of Vitality GO and access to exclusive rewards from Apple, Expedia®, Amazon, Fitbit, REI and more . 

 

To access the comparison of benefits chart, please visit our Vitality comparison page.

While not required, participation in the Vitality program can earn members rewards and savings. With John Hancock Vitality, taking the dog for a walk, visiting the dentist, buying fruits and vegetables at the grocery store, and many other everyday healthy activities can earn you points. Those points can add up to big rewards!

Yes! 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.2 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 find out if your policy is eligible to upgrade, please call 888-333-2659 to speak with a representative.


How the John Hancock Vitality Program works 

John Hancock Vitality is designed to help people live longer, healthier lives and help them save money. The program awards members Vitality Points when they complete healthy activities. The more Vitality Points a member has, the higher their Vitality Status. The higher the Vitality Status, the greater the rewards!

 

Members who complete healthy activities, such as going to the gym, taking a walk or watching a nutrition webinar, are awarded Vitality Points. The more points you earn, the higher your Vitality Status and the greater your rewards. Members can earn points by recording their healthy activities on a fitness device, through the John Hancock Vitality mobile app or online at JohnHancockVitality.com.

Vitality Status is determined by the number of Vitality Points a member accumulates during their Program Year. For Vitality PLUS members, a higher status can mean greater premium savings, increased discounts on bookings with Expedia.com and chances to win retail gift cards. Eligible Vitality GO members who upgrade to Vitality PLUS can transfer their Vitality Status to their new account.2

Points can be earned from physical activity (running, biking, swimming, etc.), as well as getting a flu shot, going to the dentist, buying healthy food, watching educational webinars and getting a good night's rest — just to name a few ways. A complete list of point-earning activities is available in the Points Planner on the member website.

Yes! Vitality GO and Vitality PLUS members can earn up to 50 Vitality Points each month for their qualifying healthy food purchases, and save up to $120 a month on Healthy Savings weekly promoted items using the Healthy Savings card or mobile app. In addition, Vitality GO members can save up to an additional $15 a month on fresh produce purchases, and Vitality PLUS members can save up to $50 a month. 

The John Hancock Vitality Program is designed for people of all physical activity levels who desire to live a long and healthy life.  Whether it’s walking the dog or running a marathon, Vitality Points from physical activity are awarded based on the intensity of the workout – the more a member exercises, the more points they earn. There are also a number of ways to participate in the Vitality program that do not include physical activity, such as getting a good night’s rest, watching nutrition webinars, going to the dentist and buying healthy food. 

No, wearable fitness devices are not required. There are many ways to get credit for physical activity including checking in when you work out at your favorite gym, completing athletic events or using the Apple Health or Google Fit app on your mobile phone. 

 

It is important to note, however, that wearable fitness devices make it easier to record your physical activity and earn Vitality Points! Vitality GO members are eligible for discounts on devices from Fitbit, Garmin and Polar. Vitality PLUS members can choose the wearable device that works best for them, including devices available through the program: 

  • The latest Apple Watch® for as little as $25 plus tax, earned with regular exercise 
  • Complimentary Fitbit® device

Learn more about the John Hancock Vitality Program benefits and wearable devices offered. 

 

(Note: Apple Watch program is not available in New York or Puerto Rico. Apple Watches ordered through John Hancock Vitality may not be shipped to addresses in Guam.) 

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. 


About John Hancock Vitality Program Rewards 

After completing the Vitality Health Review (VHR), John Hancock Vitality PLUS members can order the newest Apple Watch for as little as $25 plus tax. Then the remaining balance of the watch is divided over 24 monthly payments. The more Standard or Advanced workouts a member completes each month, the more Vitality Points they will earn and the less they will pay for their Apple Watch (down to $0 payments). Earn 500 Vitality workout points every month for two years and you’ll never make another payment on your watch.  Learn more about Apple Watch from John Hancock Vitality. (Note: The Apple Watch program is not available in New York or Puerto Rico.)

John Hancock Vitality PLUS members can: 

  • Save up to 25% on their life insurance premiums
  • Choose a complimentary or discounted fitness device
    • The latest Apple Watch® for as little as $25 plus tax, earned with regular exercise 
    • Complementary Fitbit® device
  • Get a one-year Amazon Prime membership
  • See instant savings on their grocery receipts for eligible healthy food purchases
  • Access exclusive savings on hotel bookings through Expedia
  • And MORE!

Learn more about the benefits and wearable device options for John Hancock Vitality PLUS members.  

 

Note: Apple Watch, Amazon Prime, and Expedia® benefits are not available in New York. They are replaced by healthy living and active lifestyle rewards. 

John Hancock Vitality GO members can enjoy: 

  • Discounts from Vitality on electronic gift cards for popular retailers including REI 
  • Savings on eligible healthy food items at the grocery store 
  • Free access to health resources, including the Tufts Health & Nutrition Letter and Live More magazine, an exclusive publication for John Hancock Vitality members 

Vitality PLUS members in New York can earn gift cards to popular retailers like Adidas, Nike and Under Armour, a free Fitbit device within their first Program Year, discounts on wearable fitness devices including Fitbit, Polar and Garmin, up to $600 annual savings on fresh fruits and vegetables, and more! 

 

Vitality PLUS members who purchase a policy in New York also receive access to health resources, including the Tufts Health & Nutrition Letter and Live More magazine, an exclusive publication for John Hancock Vitality members. 

 

Vitality GO is not available in New York. 

Participation in the program is not required and your level of participation in Vitality GO will not impact your premiums. However, premiums for Vitality PLUS may vary based on the type of policy purchased, the terms of the policy and the level of participation in the John Hancock Vitality Program. To find out if your life insurance policy is eligible for the John Hancock Vitality Program, please call 888-333-2659.

Members can redeem their rewards through the John Hancock Vitality member website (JohnHancockVitality.com) under the Rewards tab, or using the John Hancock Vitality app. 

Need to get in touch? We’re here for you.

View all contact information

*Provides a ""living benefit"" if the insured is certified to be terminally ill.  Benefits may be taxable under current tax law and receipt of benefits may affect eligibility for public assistance programs.  Benefit is payable to the policy owner. Please consult your tax adviser regarding the tax implications of benefits received under the Accelerated Benefit. This provision allows the insured to receive up to 50% of the death benefit of the contract, to a maximum of $1 million.  Policy death benefit will be reduced by the amount of the accelerated benefit payable, plus one year’s interest. The interest rate charged is the policy loan interest rate. If the policy does not include a loan provision, the interest rate charged is determined monthly and is the variable loan interest rate on currently issued policies.

 

1 For single-life permanent products. For Protection Term with Vitality PLUS the rider fee will be 3% of the policy’s modal premium. For Survivorship products the cost is $4/month. Not all policy types are available for upgrade.

2 For single life permanent products. For term products, the rider fee will be 3% of the policy’s modal premium. Not all policy types are available for upgrade. 

 

Premium savings are in comparison to the same John Hancock life insurance policy without Vitality PLUS. The level of premium savings are cumulative over the life of the policy and will vary based upon underwriting status, issue age, policy type, the terms of the policy and the Vitality Status achieved. Premiums savings are only available with Vitality PLUS.

Apple Watch program is not available in New York or Puerto Rico. Apple Watches ordered through John Hancock Vitality may not be shipped to addresses in Guam. Once you become a Vitality PLUS member and complete the Vitality Health Review (VHR), you can order Apple Watch by electronically signing, at checkout, a Retail Installment Agreement with the Vitality Group, for the retail price of the watch. After an initial payment of $25 plus tax, over the next two years, monthly out-of-pocket payments are based on the number of Standard Workouts (10,000 to 14,999 steps) and Advanced Workouts (15,000 steps) or the applicable Active Calorie or heart rate thresholds. The step counts required for Standard and Advanced Workouts are reduced for members beginning at age 71+. One-time upgrade fees plus taxes apply if you choose (GPS + Cellular) versions of Apple Watch, larger watch case sizes, and certain bands and case materials. For more information, please visit JohnHancock.com. Apple is not a participant in or sponsor of this promotion. Apple Watch is a registered trademark of Apple Inc. All rights reserved.

Vitality GO is not available with policies issued in New York & Puerto Rico. The HealthyMind, Expedia.com® and Amazon.com benefits are not available in New York.


The Galleri test is only available to registered John Hancock Vitality PLUS members who are 50 years of age or older and have completed the Vitality Health Review (VHR) for the current program year. For eligible polices with coverage amounts of $500,000 or greater, 100% of the cost of the test will be subsidized. For policies with less than $500,000 in coverage, 50% of the cost of the test will be subsidized. Please note: for members with multiple policies, the policy with the highest face amount will determine the subsidy amount of the Galleri offer. The offer of discounted access to the Galleri test is subject to change. Access to the Galleri test through the John Hancock Vitality Program is not available in all states. The Galleri test is manufactured and distributed by GRAIL,LLC. John Hancock does not provide medical advice, is not involved in the design or manufacture of the Galleri test and is not responsible for the accuracy or performance of the Galleri test.


HealthyFood savings are based on qualifying purchases and may vary based on the terms of the John Hancock Vitality Program. The HealthyFood program is currently not available in Guam.

REI is not affiliated with the John Hancock Vitality Program. REI does not sponsor, endorse or have any responsibility for this promotion.


To be eligible to earn rewards and discounts by participating in the Vitality program, the insured must register for Vitality and in most instances also complete the Vitality Healthy Review (VHR).


Travel discounts are not available in New York. Travel discounts valid for 3 bookings per program year. For term with Vitality policies with a face amount less than $2,000,000, travel discounts valid for 1 booking per program year. The amount of discount will vary based upon policy type, coverage amount, and the Vitality Member’s Vitality status (Bronze, Silver, Gold, Platinum) and will only apply to the first $1000 of the booking cost.

 

Amazon Prime benefit is not available in New York. Amazon Prime membership available to Vitality PLUS members who have reached Platinum Status for three consecutive program years.

 

This material does not constitute tax, legal, investment or accounting advice and is not intended for use by a taxpayer for the purposes of avoiding any IRS penalty. Comments on taxation are based on tax law current as of the time we produced the material.

Loans and withdrawals will reduce the death benefit and the cash surrender value, and may cause the policy to lapse. Lapse or surrender of a policy with a loan may cause the recognition of taxable income. Withdrawals in excess of the cost basis (premiums paid) will be subject to tax and certain withdrawals within the first 15 years may be subject to recapture tax. Additionally, policies classified as modified endowment contracts may be subject to tax when a loan or withdrawal is made. A federal tax penalty of 10% may also apply if the loan or withdrawal is taken prior to age 59 1/2. Cash value available for loans and withdrawals may be more or less than originally invested. Withdrawals are available after the first policy year.

Life insurance death benefit proceeds are generally excludable from the beneficiary’s gross income for income tax purposes. There are few exceptions such as when a life insurance policy has been transferred for valuable consideration.

John Hancock Vitality Program rewards and discounts are only available to the person insured under the eligible life insurance policy. Rewards may vary based on the type of insurance policy purchased for the insured (Vitality Program Member). Rewards and discounts are subject to change and are not guaranteed to remain the same for the life of the policy.

Products or services offered under the Vitality Program are not insurance and are subject to change. There may be additional costs associated with these products or services and there are additional requirements associated with participation in the program. For more information, please contact the company at JohnHancock.com or via telephone at 888-333-2659.

Vitality is the provider of the John Hancock Vitality Program in connection with policies issued by John Hancock. Insurance products are issued by: John Hancock Life Insurance Company (U.S.A.), Boston, MA 02116 (not licensed in New York) and John Hancock Life Insurance Company of New York, Valhalla, NY 10595 and securities are offered through John Hancock Distributors LLC through other broker/dealers that have a selling agreement with John Hancock Distributors LLC, 197 Clarendon Street, Boston, MA 02116.

MLINY040623529-1