Top 7 questions to ask your life insurance company

Key takeaways

• Asking the right questions can help you compare life insurance companies more confidently.
• Financial strength ratings may help indicate a company’s ability to pay future claims.
• Policy features, riders and flexibility can vary between life insurance providers.
• Understanding the application and claims process can help set clear expectations.
• Customer support and long-term experience may play an important role when choosing a life insurance company.

When looking to buy life insurance, one of the most important steps is knowing the right questions to ask like insurance companies. Choosing a company takes careful consideration, especially for a long-term product like life insurance. You want to feel confident that the provider you choose can offer the financial strength, experience, policy options and customer support that fit your needs. 

1. Is the company financially sound?

Look for a company that has shown financial strength as judged by major rating agencies such as AM Best, S&P, Weiss and Moody’s (This is important because the financial ratings reflect the life insurance company's ability to pay claims in the future). And that’s important so that your family stays protected. Also, look for any change in ratings from year to year. This is a good indication of a company’s stability.

2. How long has the company been selling life insurance?

Life comes with a wide variety of situations and an understanding that one size does not fit all. A company with years of experience may be better able to help you find a life insurance solution that works for you and your family. John Hancock’s 160+ years of experience, for instance, give our team a deep understanding of our customers and their needs.

3. What can the company offer me?

Companies have different terms and pricing depending on each policyholder’s situation.
 

Some carriers can offer certain policies with no medical exam.* Others offer benefits such as online financial tools or programs that encourage and reward a healthy lifestyle. For instance, the John Hancock Vitality program, available with all John Hancock life insurance, offers you support and discounts for exercise and eating well.

 

4. What riders and customization options are available?

Some life insurance policies offer optional features called riders that can help customize your coverage. Depending on the policy, these may include options for chronic illness benefits, additional coverage or other features designed to fit your needs. Ask what options are available and how they may affect your policy and premiums.

5. What will I be required to do?

Ask about medical exams and the application process, which may include certain required steps. You should also ask how long it typically takes to get a decision on your application. You may not get an overnight approval, but you’ll be looking for companies that can offer you clear messaging about what to expect.

 

6. How does the company handle the claims process?

Ask how claims are submitted, how long they typically take to process and what kind of support is available during the process. Clear communication can help make things easier for your loved ones.

7. What is their customer support like?

Good customer support is essential. You want to make sure that the carrier will take your situation seriously to ensure a smooth and easy experience from the time your application is submitted to when you receive your policy contract. Ask if the company offers phone support and online tools and services that make managing your life insurance policy as easy as possible.
 

Now that you’ve had a chance to ask some questions, feel free to contact an insurance professional who can put together a no-obligation assessment of your needs.

How does John Hancock stand up?

• 160+ years of experience helping people protect their legacies and loved ones
• 2.6 million policyholders,¹
• Delivery of billions in claims annually,²
• Financial rating of A+ from A.M. Best.³

 

 

*Issuance of life insurance policy may depend upon the answers to the health questions contained in the application.

Citations: 
 

¹ Represents inforce John Hancock life insurance and long-term care policyholders as of June 2018.

² Payments made for life insurance and long-term care claims.

³ Second highest of 13 ratings (superior ability to meet ongoing insurance obligations). Financial strength rating is current as of June 30, 2026, is subject to change, and applies to John Hancock Life Insurance Company (U.S.A.) and John Hancock Life Insurance Company of New York as a measure of each company's financial ability to pay claims and to honor any guarantees provided by the contract and any applicable optional riders. These companies have also received additional financial strength ratings from other rating agencies. Financial strength ratings are not an assessment, recommendation, or guarantee of specific products and their investment returns or value, do not apply to individual securities held in any portfolio or the practices of an insurance company, and do not apply to the safety and performance of separate accounts.
 

Insurance policies and/or associated riders and features may not be available in all states.

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.
 

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