Frequently Asked Questions




Questions with Answers

Q: I would like to change my address on my life insurance policy.

  • Policy owners can update a policy address by completing the Request for Address Change form. You may obtain the form by clicking here.
  • Or by contacting our Customer Service Department at 1-800-732-5543, we are available Monday through Friday from 8am to 7pm.
  • We cannot accept a change of address via email due to our privacy guidelines.
Q: I would like to know the value of my life insurance policy.

  • Policy owners may obtain values by calling 1-800-732-5543. Our customer service line is available from 8:00am to 7pm EST.
  • If you'd like to submit an email request for a summary to be sent to your address of record, please click here.
Q: I found an old policy and would like to know if it still has value.

  • Policy owners may obtain information by calling 1-800-732-5543. Our customer service line is available from 8:00am to 7pm EST.
  • If you'd like to submit an email request for a summary to be sent to your address of record, please click here.
Q: The insured has passed away and I need to make a claim.

  • Please accept our condolences on your loss. You may obtain the necessary paperwork by clicking here. You will need to complete a claim form and submit one certified death certificate along with the original policy, if you are in possession of it. Please keep in mind that claim forms need to be submitted by each beneficiary. Our mailing address is Life Claim Services, John Hancock Life Insurance, Suite 1101, 1 John Hancock Way, Boston MA 02217.
  • General processing time is 10-12 business days once all of the paperwork has been received in good order..
Q: I would like to cancel my life insurance policy.

  • In order to cancel your policy, you will need a Policy Surrender Form. You may obtain the form by clicking here. Mail the forms back to John Hancock with either the original contract or the "Statement of Lost or Destroyed Policy" section completed.
  • If your address has been updated within the last thirty days the form will need to be notarized.
  • General processing time is 7-10 business days for traditional policies and 7 calendar days for variable policies once the paperwork is received in good order.
Q: I need to change my beneficiary and/or ownership on my life insurance policy.

  • In order to change the beneficiary and/or ownership, John Hancock requires a Change of Beneficiary form and/or a Change of Ownership form to be completed. You may obtain the form by clicking here.
  • 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.
  • General processing time is 7-10 business days once the paperwork is received in good order.
Q: 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. You may obtain the form by clicking here.
  • General processing time is 7-10 business days once the paperwork is received in good order.
Q: I would like to take a loan and/or withdraw dividends on my policy.

  • In order to make a disbursement by mail, you will need a Policy Loan form and/or a Dividend Withdrawal form. You may obtain the form by clicking here.
  • If your address has been updated within the last thirty days the form will need to be notarized.
  • General processing time is 7-10 business days for traditional policies and 7 calendar days for variable policies once the paperwork is received in good order.
Q: I would like to have a duplicate policy sent to me.

  • In order to request a duplicate policy, you will need a Statement of Lost Policy form. You may obtain the form by clicking here.
  • 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. You would just need to fill out the lost policy section of the appropriate form.
Q: What is John Hancock's general mailing address for forms and service requests?

Please be sure to include your policy number and full contact information
  • Information Control Center
    John Hancock
    PO Box 772
    Boston MA 02117-0772
Q: Can I pay my premium online?

Q: I currently have my premiums paid by automatic deduction from my bank account and need to update my banking information.

  • In order to change/set up the banking information for your automatic premium draft, John Hancock requires a new Pre-Authorized Payment Plan form to be completed. You may obtain the form by clicking here.
  • General processing time is 7-10 business days once the paperwork is received in good order.
Q: What is the mailing address to send my premium payment to?

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

Q: What is the mailing address to send a loan payment to?

Please be sure to include your policy number on the check
  • John Hancock
    PO Box 7247-0223
    Philadelphia PA 19170-0223
Q: Am I able to view my policy online?

  • If your policy begins with the prefix FLV or MVL then you can view your policy by going to our website at www.jhservicenet.com. There you will be guided through the registration process.
Q: I would like to learn more about the investment choices available to me within my variable life insurance policy.

Q: How can I make investment changes on my variable life insurance policy?

  • In order to make investment changes, John Hancock requires an Investment Option Change form to be completed. You may obtain the form by clicking here..
  • If you would like to set your policy up so that you can make investment changes over the telephone, John Hancock requires Special Authorization form to be completed. You may obtain the form by clicking here.
  • If you have a policy that begins with the prefix FLV or MVL then you can register to make these changes online by going to our website at www.jhservicenet.com.
Q: What is your general fax number?

Please be sure to include your policy number and full contact information
  • 1-617-572-1571
Q: I have questions about unclaimed property that was reported to the state.

  • 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 treasure'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
Q: I need to contact a local agent.

  • In order to locate the agency nearest you, please try our Agency Locator at: www.jhnetwork.com. Enter your zip code and click Go.
Q: I am interested in getting quotes on life insurance.

  • You will need to contact a local agent. In order to locate the agency nearest you, please try our Agency Locator at: www.jhnetwork.com. Enter your zip code and click Go.
Q: I have questions on stock that I own.

  • Please contact Computershare at 1-800-249-7702.
Q: What is your physical address if I need to overnight forms or a check?

Please be sure to include your policy number and full contact information
  • John Hancock
    197 Clarendon St
    Boston MA 02117
  • Please put it to the attention of the department that would handle your request such as Surrender Dept, Loan Dept, or Billing Dept
Q: I am expecting a 1099INT/1099R from John Hancock. When will I receive it?

  • All 1099's will be mailed no later than January 31st.
Q: Should I be expecting a tax statement in the mail?

  • 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 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.
Q: What is a Safe Access Account?

  • If you request a surrender of your life insurance policy or if you are the beneficiary receiving a claim payout and the amount is $5,000 or greater, the funds will be placed into a Safe Access Account unless otherwise specified on the form.
  • It is an interest bearing account that works similar to a checking account. You will receive a checkbook in the mail.

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Have A Question?

Have a question? Call 1-800-732-5543

Our customer service center is available Monday through Friday, 8 a.m.–7 p.m., ET.

1-800-732-5543

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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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