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

410 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.

1-617-572-1571
 

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

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 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 800-628-3740.

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

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 a registration link based on your role with your John Hancock policy. If you are the policy owner, please select the registration link in the first tile. If you have any other relation to the policy (e.g., company, trustee, third-party administrator), please select the registration link in the second tile.

Your address can be verified by signing in to your account.  

You can also confirm your address information by calling our contact center at 800-732-5543, Monday - Friday, from 8 a.m. to 6 p.m. ET. 

If you have recently updated your address, you can check the status of this request by signing in to your account. 

You can update a policy address:

• By signing to your account
• Or, by submitting the Address Change form online. Forms can also be downloaded here
• Or, by calling our Customer Service Department at 800-732-5543, Monday through Friday from 8 a.m. to 6 p.m. ET

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.

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

General processing time is 10-14 business days once the form is submitted in good order. You can check the status of your request by signing in to your account.

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

Authorization for both online and phone requests may be obtained by completing the Special Authorization form available here.  If you are a policy owner or trustee, you can make investment or segment allocation changes by signing in to your account or by downloading our Investment Option Change form here.   

You can also request investment or segment allocation changes by phone.  The owner, trustee, registered representative or third party authorized to make investment changes on your policy, may contact us at 800-732-5543, Monday – Friday before 4 p.m. ET,  to make an investment or Indexed Account segment change.  

Please note that investment option changes are effective as of the date the trade is received, in good order, before 4 p.m. ET. It may take up to two 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 an Indexed Account segment request is received after this date, the segment will occur for the next segment initiation date. 

Forms can be accessed by signing in to your account or accessing our Customer Service Forms Center which includes some e-signature forms and the ability to search and download.  

You can also check the status of form requests by signing in to your account. 

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 also fax or mail: 

Fax: 617-572-1571       

Regular mail: 

Life Post Issue   

John Hancock 

PO Box 55979 

Boston, MA 02205 

Overnight mail: 

Life Post Issue  

John Hancock 

410 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.

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.” 

You will need to fill out either the Policy Loan Request form and/or the Dividend Withdrawal Request form online. Forms can also be downloaded here.

For loan requests up to $100K, you can also call 800-732-5543, Monday - Friday, 8:00 a.m. to 6:00 p.m. ET.

Loan processing times vary by product, but most requests are satisfied within five business days. 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 thirty 30 days, the form will need to be notarized.

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.

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. 

You can change the beneficiary and/or ownership by:

• Signing in to your account.
• Or, by submitting a Change of Beneficiary form online. The form can also be downloaded here.
• Or, by calling our Customer Service Department at 800-732-5543, Monday through Friday, from 8 a.m. to 6 p.m. ET.

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:

Life Post Issue

John Hancock

P.O. Box 55979

Boston, MA 02205

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.

You can update your beneficiary name by submitting a Change of Beneficiary form. Forms can also be downloaded for completion here.  

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

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

• 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) will also have to complete a Change of Beneficiary 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 such as Articles of Amendment can be faxed to us at 617-572-1571. 

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.     

The form and any supporting documentation can be faxed to 617-572-1571. 

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 authority for the named trustees.  Once completed and signed by ALL trustees, they can select a majority, any, all, or a designated trustee to act on 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.  

“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.

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 John Hancock Vitality Program rewards members 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 in 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 to give members all the benefits of Vitality GO plus access to exclusive rewards from Apple, Hotels.com, Amazon.com, Fitbit, REI and more . The Vitality PLUS program 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

Click here to see a comparison of benefits chart.

While not required, participation in the 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. Get rewarded for your everyday healthy activities!

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.

John Hancock Vitality is designed to help people live longer, healthier lives. The program rewards members with 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 Hotels.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 eight or more consecutive hours of sleep. 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: 

• The latest Apple Watch® for as little as $25 plus tax, earned with regular exercise 
• Complimentary Amazon Halo with a free, three-year Halo membership 

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. 

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.)

John Hancock Vitality PLUS members can choose the wearable device that works best for them: 

• The latest Apple Watch® for as little as $25 plus tax, earned with regular exercise 
• Complimentary Amazon Halo and a free, three-year Halo membership 

They can also enjoy up to 25% in premium savings, a one-year Amazon Prime membership, instant savings on eligible healthy food items at the grocery store, a free premium subscription to Headspace, exclusive discounts from Hotels.com, and more! 

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

Note: Apple Watch, Amazon Prime, Headspace and Hotels.com 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 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, 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.