Frequently Asked Questions


If you should have additional questions or comments, please call us at 1-800-387-2747, option 2 or click the Contact Us tab to send us an e-mail. A customer service representative will be happy to assist you.

Address Changes 
How do I verify my address online?
 
How do I change my address?


Billing and Premium Payments 
I have misplaced my premium notice where can I send my payment?
 
Do you have a Pre-Authorized Debit Option?
 
Can I pay my premium online?

I have a flexible premium adjustable life policy, what happens if I do not make my planned premium payment?

Claims 
How do I file a Death Claim on a policy?


Policy Questions 
Can I view my policy details online?
 
I have a Variable Universal Life policy, how can I make investment changes?
 
My policy number is not 8 digits, what do I do?
 
What is the current crediting rate of the GI account?
 
How do I access forms?

How can I submit a form or documentation to be processed?
How do I change the amount of coverage I currently have? 
What is the Death Benefit of my policy?
 
I cannot find my policy; can you please send me a duplicate?

How do I cancel my Life Insurance Policy?


Loans & Values 
What is the maximum loan that I can take against my policy?
 
What is my policy's current cash value?
 
I have a Variable Universal Life policy where do I find the fund performance history or daily unit value?


Taxation 
If my policy had a taxable event and I am expecting a 1099INT/1099R from John Hancock, when should I receive it?
 
What triggers a tax form on a life insurance policy?


Titles 
Who is the beneficiary on my policy?
 
How do I change the ownership on my policy?
 
The owner is deceased. What are the requirements to change the owner?
 
What are the requirements to change the name of a company who is the owner?
 
What are the requirements to change the name of a financial institution (commonly a bank)?
 
Do we get assignment/beneficiary designation forms if a Trustee changes?
 
What's the difference between "Jointly as tenants in common" versus "Jointly and to the survivor"?
 
If there is more than one Trustee can we get only one Trustee's signature?
 
What's the difference between a Gift Assignment versus Absolute Assignment?
 
What happens when an owner dies?



FAQ

Address Changes

 How do I verify my address online?
If you are registered online, your address can be verified on JH ServiceNet by logging in with your username and password and then selecting the My Policy tab located at the top of JH ServiceNet. Indicate your 8 digit policy number and hit enter. You will automatically default to the General Information tab. Select the Premiums tab and your address will be indicated below.

If you have recently updated your address, please note that it takes approximately 5 business days to update online. If you are not registered online, you may also confirm your address with our Customer Service Center at 1.800.387.2747 between 8am- 6pm EST and we will be happy to assist you.

*For more information regarding your 8 digit Policy number please refer to Policy Questions in the FAQ.

 How do I change my address?
There are three ways that you can request a change of address. Pick the option that is applicable, and works best for you.

  1. Policy owners can update their policy address by completing our Online Address Change Form on JH ServiceNet.

    https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service

    Select Online Forms indicated in the Access Your eService Forms dropdown Box ->Check off the box indicated beside Address Change Form -> Complete the yellow required fields below ->Answer a few security questions -> Provide your eSignature, and the form will be sent to your policy for processing. It’s as simple as 1-2-3!

    Note: If your policy has any proceeding 0’s please eliminate it them when typing in your policy number.

  2. If you are a registered user, login with your username and password, select Service Request indicated at the top of JH ServiceNet, and select Special Request. This will allow you to provide us with your new address by email.

    Importance Notice of Instruction: Non-registered, or policies not available online, cannot provide us with an Address Change by email due to security and compliance purposes.

  3. The policy owner can contact our Customer Service Department at 1-800-387-2747 to submit an address change between 8am – 6pm EST and we will be happy to assist you.

Billing & Premium Payments

 I have misplaced my premium notice where can I send my payment?
We have 3 simple payment solutions. Select one of your choice!

  1. Please visit http://www.johnhancock.com/life/epay/  to make an online payment using your checking, savings, or business checking account via JH Life ePay.
      
    Select John Hancock Life Insurance Company (U.S.A.)  if your policy was not sold in New York. If your policy was sold in New York, select John Hancock Life Insurance Company of New York. If you have a Life and Health policy, regardless if it was sold in NY, select John Hancock Life and Health.

    Important Notice of Instruction: Long Term Care policies cannot use ePay at this time.

  2. Please send your check with your policy number indicated on it to our Regular Mail or  Overnight address indicated below:

    Regular Mail:
    John Hancock Insurance Services
    Life - Post Issue
    PO Box 55979
    Boston MA 02205-5979

    Overnight mail:
    John Hancock Insurance Services
    Life  - Post Issue
    30 Dan Road   Suite # 55979
    Canton MA 02021-2809

    Important Notice of Instruction: Please indicate your policy number on the check and tell us how to apply the money, e.g. premium payment, loan repayment or loan interest. If you don't indicate how to apply the payment, it will be applied according to the terms of your contract.

  3. Please find our wiring instructions for John Hancock Life Insurance Co (U.S.A) individual life policies listed below:
    Receiving Bank: CITIBANK NA
    Bank Address:  399 Park Avenue, New York, NY     10043
    ABA NO: 021000089 (for Domestic Wires)
    Swift #: CITIUS33 (for International Wires)
    For Credit To: John Hancock Life Insurance Co (U.S.A.)
    Account: 40678502

    Please find wiring instructions for John Hancock Life Insurance Company of New York  individual life policies listed below:
    Receiving Bank: CITIBANK NA
    Bank Address:  399 Park Avenue, New York, NY     10043
    ABA NO: 021000089 (for Domestic Wires)
    Swift #: CITIUS33 (for International Wires)
    For Credit To: John Hancock Life Insurance Co of New York
    Account: 40735271

    Important Notice of Instruction: Please indicate your policy number and name with the wire and tell us how to apply the money, e.g. premium payment, loan repayment or loan interest. If you don't indicate how to apply the money will be applied as premium.

 Do you have a Pre-Authorized Debit Option?
Yes! If you would like to set up your premiums to be auto-deducted from a Savings or Checking account, please complete our Online Pre-Authorized Payment Plan Form on JH ServiceNet.

https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service

Select Online Forms indicated in the Access Your eService Forms dropdown Box ->Check off the box indicated beside Pre-Authorized Payment Plan Form (third column) -> Complete the yellow required fields ->Answer a few security questions -> Provide your eSignature and the form will be sent to your policy for processing. It’s as simple as 1-2-3!

 Can I pay my premium online?
Yes, we accept online payments. On JH ServiceNet, located on the bottom right page, please select the hyperlink, “Click here to make convenient and secure electronic payments…”, indicated in the ePay Online Payments box.

You will be redirected to http://www.johnhancock.com/life/epay/ On the main page scroll down to the Get Started portion of the website. You will have 1 of 3 options to select prior to making your ePayment.

  1. John Hancock Life Insurance Company (U.S.A.) » (Policies issued in the USA)
  2. John Hancock Life Insurance Company of New York » (Policies specifically issued in New York)
  3. John Hancock Life and Health » (Only applicable for Life and Health policies; regardless where the policies are issued)

Once you have selected the appropriate link, you will be prompted to indicate your policy number. Please note that we only require your policy number, no letters or spaces required. Follow the instructions to complete your ePayment. We accept payments by checking, savings, or business checking account via JH Life ePay.

 I have a flexible premium adjustable life policy, what happens if I do not make my planned premium payment?
If you do not make the planned premium payment it will affect the performance of your policy. When you originally purchased your policy an illustration was presented to you. Your agent presented how your policy would perform under certain assumptions. If you do not make regular premium payments this may impact policy values and possibly put your coverage in jeopardy. You should contact your agent or our customer service center at 1.800.387.2747 Monday to Friday, between 8am – 6pm EST to find out what impact not making premium payments will have on your policy.

Claims

 How do I file a Death Claim on a policy?
To submit a death claim, please find the complete instructions provided under Death Claims in the Claims tab indicated at the top of JH ServiceNet. If you require further assistance you can contact our customer service center at 1-800-387-2747 from 8am – 6PM EST and we will be happy to assist you.

Policy Questions

 Can I view My policy details online?
If you own a policy that was purchased originally with Manulife and/or from 2005 onward, you will be able to register and view your policy online under the following products:

Accumulation VUL
Corporate VUL
e-Variable Life
Flex Variable Life I
Flex Variable Life II
Level Estate Protection
Majestic Performance Universal Life
Majestic Performance Survivorship Variable Universal Life
Majestic Performance Variable Universal Life
Majestic UL COLI
Majestic Universal Life
Majestic Universal Life Survivorship
Majestic Universal Life Survivorship 98
Majestic Variable Corporate Owned Life Insurance
Majestic Variable Estate Protection
Majestic Variable Estate Protection 98
Majestic Variable Universal Life
Majestic Variable Universal Life 98
Medallion Executive Variable Life
Medallion Executive Variable Life III
Medallion Variable Life
Medallion Variable Life Edge
Medallion Variable Life Edge II
Medallion Variable Life Plus
Modified Estate Protection
Performance Executive Universal Life
Performance Executive Variable Universal Life
Performance Survivorship Universal Life
Performance Survivorship Variable Universal Life
Performance UL Core
Performance Universal Life
Protection Survivorship Universal Life
Protection Universal Life
Protection VUL
Universal Life Estate Protection
Variable Estate Protection
Variable Estate Protection Edge
Variable Estate Protection Plus
Variable MasterPlan Plus
Protection SVUL
Accumulation SVUL
Performance UL
JH Term

The following policies, indicated below, which were issued prior to 2005, are currently not available online:

Policy data on Allmerica (ALM), Magnastar, MPI, PNO, MDO, ULI and VLI.
COLI – (administered previously in our McCamish system)
WPI – Industrial
CH – Charter Max & Plus
LTC – Long Term Care
Dir - example policy 260970307291

 I have a Variable Universal Life policy, how can I make investment changes?

  1. Online
    If you are registered on JH ServiceNet, Login with your username and password, and select the My Policy tab located at the top of JH ServiceNet. Indicate your 8 digit policy number and press enter. You will default to the General Information tab. Select the Fund Information tab and scroll to the bottom. You can select the type of change you would like to perform. For more instructions on how to make trades please reference our Investment Option Demo located in the Investment Changes tab at the top of JH ServiceNet.
    *For more information regarding your 8 digit Policy number please refer to Policy Questions in the FAQ.
  2. Telephone – Contact Us
    The owner, Trustee, registered representative or Third Party, which has authorization to make investment changes on your policy, may contact us at 1-800-387-2747, before 4pm EST, in order to make an Investment or Indexed Account Segment Changes. **Please note that Investment option changes are effective as of the date the trade is received, in good order, before 4pm EST. It may take up to 2 business days to process the transaction. Indexed Account Segment changes need to be received by the 15th of each month before 4pm EST. If an Indexed Account Segment request is received after this date the segment will occur for the next segment initiation date.
  3. Form Request
    Our Request for Investment Option Changes Form or Indexed UL Transfers and Allocation Request Form can be completed and fax to 617-572-1571 before 4pm EST. This form can be located by selecting “Claims & Other Forms” located in the “Access Your eService Forms” box.
    https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service
    *If you are completing the Request for an Investment Option Change Form, please ensure that you are using the correct form associated to the product type. The product type is located on the Instruction Page (pg.1) of each form.
On information regarding on how to locate forms please reference Policy Questions of our FAQ.

Alternatively, the form can be mailed to:

Variable Customer Service Center R-03
John Hancock Life Insurance Company (U.S.A.)
1 John Hancock Way Suite 1350
Boston MA 02217-1350
Fax: 416-926-5339

Important Notice of Instruction: All fax and mailed Investment Option changes take effect as of the date it was received, in good order, before 4pm EST. Account Segment Changes need to be received before the 15th of each month and will be processed the day it is received before 4pm EST.

 My policy number is not 8 digits, what do I do?
In order to view your policy details online, the policy number must be 8 digits in length. If your policy number exceeds 8 digits, eliminate any proceeding 0’s until your policy equals 8 digits. If your policy is less than 8 digits please include proceeding 0’s until your policy number equals 8 digits. If you require additional assistance please contact our eService Line at 1-888-888-8856 between 8:30am – 4:30pm EST and we will be happy to further assist you.

 What is the current crediting rate of the GI account?
To find out what the current crediting rate of the GI account is please contact our Customer Service Center at 1-800-387-2747 between 8am – 6pm EST and we will be happy to assist you.

 How do I access forms?
All our forms can be located on JH ServiceNet by selecting the Online Forms Tab indicated at the top of JH ServiceNet. You have the option to complete an Online form, which requires an eSignature or you can print a form and wet sign it. We strongly encourage our eSignature option if you need to make any of the 11 changes indicated below:

Address Change, Beneficiary Change, Dividend withdrawal request, Name Change, Ownership Change, Policy Loan Request, Pre-Authorized payment plan change, Request for Lost Policy, Request for Policy Change (no underwriting required), Third Party Authorization and our IRS W9 Form.

Select “Online Forms” indicated in the Access Your eService Forms box if you would like to complete an eSignature form.

Select “Claims and Other Forms” if you would like to complete the physical form and wet sign it. Select the appropriate options indicated in the Service Type, State of Issue, Product Type and Form Type. Once you select “Lookup”, all our forms will pre-populate in alphabetical order.

https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service

Online Forms - eSignature

If you require an eSignaure form, select “Online Forms” indicated in the Access Your eService Forms box.

https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service

Select Online Forms indicated in the Access Your eService Forms dropdown Box ->Check off the box indicated beside the form of your choice -> Complete the required fields indicated in yellow ->Answer a few security questions -> Provide your eSignature and the form will be sent to your policy for processing.

It’s as simple as 1-2-3! No Printing, mailing or faxing required.

Printable form – Wet Sign

If you require a printable form, select Claims and other Forms indicated in the Access Your eService 

https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service

Select the Service Type, State of Issue, Product Type, and Form Type from the drop down menu and select the Look Up button below. A complete list of our forms will appear in alphabetical order. You will have the option to view, email, and print the form.

If you cannot locate the forms that you are looking for you may Contact Us located at the top right hand corner of JH ServiceNet, and select the Email Tab. After completing all the information on the template select Submit and we will respond to you within 24hrs business hrs.

Alternatively, you may contact our Customer Service Center at 1-800-387-2747 between 8am – 6pm EST and we will be happy to assist you.

 How can I submit a form or documentation to be processed?

All forms and completed documentation, for the exception of death claims, can be sent to the following contacts indicated below:

Fax: 617-572-1571

Email: webmail@jhancock.com

Important Notice of Instruction: It is not secure to send any documentation via email. No Policy details can be provided via email unless your policy is available online; you are registered, and have contacted us by logging in with your username and password through our secured portion of our website www.JHServiceNet.com.

For more information on policies available online, please reference Can I view my policy details online? located in the Policy Questions section of our FAQ.

Mail:

C ustomer Service Center R-03
John Hancock Life Insurance Company (U.S.A.)
1 John Hancock Way Suite 1350
Boston MA 02217-1350
Fax: 416-926-5656

 How do I change the amount of coverage I currently have?
To modify your coverage please discuss your options with your agent or broker. If your policy is being serviced by our Home Office please contact our customer service center at 1-800-387-2747 between 8am – 6p EST and we will be happy to assist you.

 What is the Death Benefit of my policy?
If you are registered on JH ServiceNet, Login with your username and password and indicate your 8 digit policy number located in the My policy tab located at the top of JH ServiceNet and select enter. You will be defaulted on the General Information tab. Select the Values tab and your death benefit will be indicated below.

If you are not registered on JH ServiceNet, you may contact our Customer Service Center at 1-800-387 2747 between 8am – 6pm EST and we will be happy to assist you.

*For more information regarding your 8 digit Policy number please refer to Policy Questions in the FAQ.

 I cannot find my policy; can you please send me a duplicate?
For a duplicate copy of your policy, please complete The Statement of Lost Policy Form, signed by the policy owner and returned along with a check for $20 made payable to John Hancock to our Customer Service Center.

John Hancock Life Insurance Company
Customer Service Center R-03
1 John Hancock Way, Suite 1350
Boston MA 02217-1350

 How do I cancel my Life Insurance Policy?

In order to cancel your policy, you will need a Policy Surrender Form. You may obtain the form by selecting the link below and referencing the “How do I access forms?” section in our FAQ.

https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service

Mail the forms back to the John Hancock address indicated on the form, with either the original contract or complete the “Statement of Lost or Destroyed Policy” section completed on the Surrender Form. Our standard processing time is 7-14 business days. All variable disbursements will be processed in 7 calendar days once the paperwork is received in good order.

If your address has been updated within the last thirty days, the Surrender Form will need to be notarized.


Loans & Values

 What is the maximum loan that I can take against my policy?
To inquire about the maximum loan available on your policy please contact our customer service center 1-800-387-2747 between 8am – 6pm EST and we will be happy to assist you.

 What is my policy's current cash value?
If you are registered online, your cash value can be viewed online by logging in with your username and password and selecting the My Policy tab located at the top of JH ServiceNet. Indicate your 8 digit policy number and hit enter. You will automatically default to the General Information tab. Select the Values tab and your values will be located under the heading Surrender.

You may also obtain your policy's cash value by contacting our Customer Service Center at 1.800.387.2747 between 8am – 6pm EST and we will be happy to assist you.

*For more information regarding your 8 digit Policy number please refer to Policy Questions in the FAQ.

 I have a Variable Universal Life policy where do I find the fund performance history or daily unit value?
The Fund performance and daily unit value can be located in the Fund Information tab at the top of JH ServiceNet. Select the Fund Performance by product link, then indicate the Product Type, Product, Version and Rider information, associated to your policy, in the drop down menu and select submit. A listing of all the funds applicable to the product will appear.  You will have the ability to also check monthly, quarterly, and historical values. All these tabs will be located at the top of the page.

 https://jh1.jhlifeinsurance.com/JHServiceNet/Fund_Information/Product_Values_and_Performance/Product_Search

Taxation

If my policy had a taxable event and I am expecting a 1099INT/1099R from John Hancock, when should I receive it?
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 and feel you should have, you may call 1-800-387-2747 and speak to a customer service representative.

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

Important Notice of Instruction: John Hancock employees are not permitted to provide tax advice, please contact your tax advisor or the IRS for further assistance regarding 1099’s and any other tax inquiries.

Titles

 Who is the beneficiary on my policy?
If you are registered on JH ServiceNet, Login with your username and password, and select the My Policy tab located at the top of JH ServiceNet. Enter your 8 digit policy number and hit enter. You will be defaulted onto the General Information tab. The beneficiary information is located under the heading, "Interested Parties" in a drop down menu. Please note that the beneficiaries are listed in alphabetical order and not by your designation order of primary and secondary beneficiary. These specifications are indicated on file. If you require this information, please contact our Customer Service Center at 1-800-387-2747, Monday to Friday, between 8am – 6pm EST  and we will be happy to further assist you.

A Beneficiary Change form is required to make any changes or updates to your beneficiary information. Please reference How Do I Access forms? in our FAQ if you require the form.

*For more information regarding your 8 digit Policy number please refer to Policy Questions in the FAQ.

 How do I change the ownership on my policy?
Policy owners can change the ownership on their policy by completing our Ownership Change Form.

https://jh1.jhlifeinsurance.com/JHServiceNet/Online_Forms/Customer_Service

Select Online Forms indicated in the Access Your eService Forms dropdown Box ->Check off the box indicated beside Ownership Change Form -> Complete the yellow required fields below -> Review and print the form and have the new owner sign the form too and fax it to 617-572-1571. 

Important Notice of Instruction: Please note that you will not be able to provide an eSignature because the new owner will be required to sign the Ownership Form too. However, completing the eSignature form will ensure that your form is in good order by completing all the required fields.

Alternatively, forms can be mailed to:

Customer Service Center R-03
John Hancock Life Insurance Company (U.S.A.)
1 John Hancock Way Suite 1350
Boston MA 02217-1350
Fax: 416-926-5656


 The owner is deceased. What are the requirements to change the owner?
There are two scenarios. In the first, there is a registered Successor Owner on file. This scenario requires: a certified death certificate for the deceased owner(s), a Request for Taxpayer Identification Number and Certification form as well as a Beneficiary Designation form needs to be completed by the successor owner(s).

In the second, there is no registered Successor Owner on file. In this scenario the company requires a certified death certificate for the deceased owner(s), A Probate of Will or Letters of Administration/Authority. Next a completion of the Assignment form by the Executor or Administrator appointed in one of those documents. The new owner will have to complete a Request for Taxpayer Identification Number and Certification form as well as a Beneficiary Designation form.

 What are the requirements to change the name of a company who is the owner?
To update our records with a company name change, the company must complete the Request for Policy Change Form under the name change/correction section, 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.

 What are the requirements to change the name of a financial institution (commonly a bank)?
To change a financial institution’s name, the institution must complete the Request for Policy Change Form, under the name change/correction section, and provide us with any supporting, legal documentation that illustrates the name change.

Alternatively, a letter on Company letterhead indicating the financial institution’s name changed from “A to B” along with supporting documentation from the "Comptroller of the Currency". The Form and supporting documentation can be faxed to 617-572-1571.

 Do we get assignment/beneficiary designation forms if a Trustee changes?
No. If one Trustee resigns or changes for another reason, you do not have to complete Assignment/Beneficiary designation forms. Commonly we get a combination of the following documents: A Resignation Letter, A Removal of Trustee Letter, An Appointment Letter and/or Acceptance Letters. The type of documentation may differ depending on the circumstance and provisions in the Trust Agreement itself.

 What's the difference between "Jointly as tenants in common" versus "Jointly and to the survivor"?
Both refer to how ownership is vested or held between individuals. "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 to a policy will result in the ownership being vested in the surviving owner(s).

 If there is more than one Trustee can we get only one Trustee's signature?
No, we require signatures of all the trustees indicated on file to sign off on any documents or forms that require Policy Changes and/or instructions.

 What's the difference between a Gift Assignment versus Absolute Assignment?
Both types of assignments transfer ownership of a policy. Gift Assignments transfer ownership for no consideration whereas an Absolute Assignment is for value or consideration in exchange for getting the policy. This is up to the client or parties involved in the exchange to decide.

 What happens when an owner dies?
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". 

 

Insurance products are issued by: John Hancock Life Insurance Company (U.S.A.), Boston, MA 02117 (not licensed in New York) and John Hancock Life Insurance Company of New York, Valhalla, NY 10595.