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Life insurance FAQs
We have our customers covered — with the protection they want and the answers that they need.
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 1-800-628-3740.
I found an old policy and would like to know if it still has value.
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.
Yes. ePayments can be made via a checking or savings account. Please visit the JH Life Insurance Online Payments page.
I would like to know the value of my life insurance policy.
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.
I would like to take a loan and/or withdraw dividends on my policy.
- 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 but 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.
I would like to cancel my life insurance policy.
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 thirty days, the form will need to be notarized.
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.
To what mailing address should I mail my premium payment?
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
Payments can also be processed online via a checking or savings account. For more details, please visit the JH Life Insurance Online Payments page.
I would like to change my address on my life insurance policy.
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.
To what mailing address should I send my loan payment?
Please be sure to include your policy number on the check.
Mailing Address:
Life Post Issue
John Hancock
P.O. Box 55979
Boston, MA 02205
Overnight Deliveries:
Life Post Issue
John Hancock
410 University Ave Ste 55979
Westwood, MA 02090
Payments can also be processed online via a checking or savings account. For more information, please visit the JH Life Insurance Online Payments page.
You can fill out this form online to talk to an advisor or call us directly at 1-888-955-5432.
I need to change my beneficiary and/or ownership on my life insurance policy.
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.
I currently pay my premiums by automatic deduction from my bank account and need to update my banking information.
In order to change/set up banking information for your automatic premium draft, John Hancock requires this Pre-Authorized Payment Plan form be completed online. It can also be downloaded here.
General processing time is five business days once the form is received in good order.
I would like to have a duplicate policy sent to me.
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.
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 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.
I want to learn more about John Hancock Vitality and how the program works.
For information about John Hancock Vitality Program and for additional details on program features and rewards, please visit the Vitality Program FAQs page.
What is “Live Chat”?
“Live Chat” is a service on our website that enables you to communicate with us in real-time via instant messaging. There is no cost to you for using it.
Do I need special software to chat?
No. All you need is a smartphone, tablet, or computer with an Internet connection. Our LiveChat works within the browser on your device.
Can I just ask your customer service rep to call me instead?
The service is offered to enable you to conveniently get answers from an available representative. You cannot use Live Chat to request a callback, but if you would prefer to speak to someone instead, just call our toll-free service number again.
How do I start a chat?
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 on our website, click or tap our LiveChat button. A chat window will pop up from the bottom corner of your browser window.
How long will it take for John Hancock to respond to my messages?
Customer service representatives are available to chat Monday to Friday between 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 things like your Internet connection speed.
Can I get a copy of the chat conversation?
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 do not offer the ability to email a transcript.
Can I resume a chat conversation?
If you just minimized an active chat conversation window, you can resume the chat by restoring it. If you closed or terminated an active chat conversation, we do not offer the ability to resume where you left off. Instead, you will need to start a new chat by clicking the Live Chat button again.
What is the survey at the end of the chat about? How will the feedback I provide be used?
We want to learn whether our customer liked using Live Chat so we can keep improving the service. The survey is anonymous.
How do I know the chat is secure?
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.
What data about me is collected during the chat?
In addition to the written content, we store and encrypt the conversational 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.
Why are you sending me a 4-digit PIN to initiate the chat?
We send a 4-digit pin to preserve the confidentiality of the chat session. By using a PIN, we can limit the ability for others to use your unique chat link and ensure unauthorized individuals are not able to access. This PIN is no longer valid after 5 minutes.
How do I know it’s John Hancock’s chat?
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 in providing personal information via chat, please don’t hesitate to log on to our websites 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.
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.
Please speak with a customer service representative.
To change the beneficiary on your life insurance policy, we require a Change of Beneficiary form to be completed. To change the ownership of a life insurance policy due to the death of the current owner, we require a Change of Ownership form to be completed. In addition, please send a written request along with a copy of the owner’s death certificate to John Hancock Insurance
Life - Post Issue
P O Box 55979
Boston MA 02205-5979.
Please note the general processing time may be delayed, we apologize for any inconvenience this may cause.
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.
Contact us
For a list of phone numbers, addresses, and emails, visit johnhancockinsurance.com
Vitality is the provider of the John Hancock Vitality Program in connection with life insurance policies issued by John Hancock.Loans and withdrawals will reduce the death benefit, 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. 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. 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.
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