SMS messaging support terms and conditions

John Hancock offers single-message and subscription SMS (Short Messaging Service) / text message services to its customers related to billing, claims, and product information.

By providing your telephone number and opting-in to the service, you:

1. Represent that you are the owner, or authorized user of the wireless device used to receive recurring SMS messages from John Hancock, that you are authorized to approve the applicable charges, and if you change your mobile phone number, you will promptly notify John Hancock of any such change in number.
2. Expressly consent to receive SMS /text messages from John Hancock, which may be delivered using an automatic telephone dialing system or an automatic texting system. 
3. Understand that message frequency will vary.  You could receive up to 8 text messages per month depending on your account activity. 
4. Consent to receive text messages sent to your mobile phone even if your telephone number is on a company, state, or national Do Not Call registry.
5. May opt-out or stop receiving messages at any time (send STOP).
6. Acknowledge that consent to receiving text messages is not a condition to purchase any goods or services.
7. Understand that while John Hancock does not charge for this service, your wireless carrier’s standard messaging rates apply to SMS correspondence.  You remain responsible for any and all charges, including, but not limited to, fees associated with text messaging imposed by your wireless carrier.  Contact your wireless carrier for information about your messaging plan.

John Hancock may modify or terminate its SMS/text messaging services from time to time, for any reason and without notice, including the right to terminate SMS/text messaging without notice, without liability to you or a third party.  John Hancock makes no representations or warranties whatsoever regarding SMS/text messages or this service which is provided on an “as is” and “as available” basis, without express or implied warranties of any kind.

This is one-way messaging only and number (78294) is not monitored for replies.  We encourage you to review our Privacy Policy.

SMS Support FAQs

Who Can Use This Option?  

John Hancock offers its customers recurring text message and Short Messaging System (SMS) services to send notifications regarding policy or account(s) transactions to the mobile telephone number they provided. You must be a customer of John Hancock as well as a registered user on our website in order to receive SMS text messages related to your policy or account.

What Does it Cover?
Notifications and messages will be texted directly to your mobile phone. You can select the type of notifications that you want which vary by product, including but not limited to:

• Claims correspondence and documents
• Transaction confirmations
• Premium notices and reminders
• Payment updates
• Billing and payment alerts
• Policy values
• Claim status and payments
• Prospectuses and related documents
• Tax documents and disclosures
• Policy statements and other correspondence
• Wellness programs and material

Are there any charges to use this SMS service?
There is no charge from John Hancock to enroll, but wireless carrier message and data rates may apply depending on your wireless plan. Refer to your wireless carrier directly for details.

How Often Will I Receive Messages?
You could receive up to 8 text messages per month depending on your account activity. Message frequency will vary.
 

All John Hancock text messages will be received from a short code which is similar to a regular phone number. To make it easier to recognize our text messages, add us to your contact list with this short code: 78294.

What Mobile Carriers are Supported?
John Hancock can send SMS messages to the major wireless carriers, including but not limited to:  
 

AT&T, Verizon Wireless, T-Mobile, Metro PCS, Sprint, U.S. Cellular, Nextel, Virgin Mobile, Boost Mobile, and any affiliated name of these companies. 

Minor carriers:  

Please note that a mobile carrier is not liable for the messages nor their content.  T-Mobile® does not guarantee that messages will be delivered and will not be liable for delayed or undelivered messages.  Carriers are not liable for delayed or undelivered messages.  
 

What SMS Keywords Can I Use?
YES, HELP, STOP, HALT, START, END, QUIT, CANCEL, UNSUBSCRIBE

I’m having issues with receiving messages. Who Can I Contact for Assistance?
If you need assistance, reply with the word “HELP” for assistance or call the appropriate product toll-free number listed in our Help Center.

How Do I Stop Receiving Messages?

You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to receive messages again, just sign up as you did the first time and we will start sending SMS messages to you, or contact the appropriate product toll free number listed in our Help Center or call 617-572-6000.

How is My Privacy Protected?
Review our Privacy Policy to understand how we respect and protect your personal information.