Policy Management
How do I register for an online John Hancock life insurance account, and what services are available?
Registering for an online John Hancock life insurance account is easy. First, click on the register link below where you'll be prompted to add your personal details, including your name, date of birth, last six digits of SSN, and contact information.
Once you're signed in, you will be able to:
Check your request status
Change your address
View your policy values & details
Submit forms Check/update your beneficiary information
How can I view my policy details online?
You can review your policy details by signing in or registering for your online life insurance account and clicking "View policy details".
If you're unable to access your online account, you can reach out to our Customer Service Representatives at by calling 800-732-5543 Monday through Friday, 8:00 a.m. to 6:00 p.m. EST.
How do I obtain a copy of my policy contract?
You can download a policy summary by signing in or registering for your online life insurance account and clicking "View policy details". To obtain a copy of your policy contract, please call us at 800-732-5543 or make a request through the "Contact us" tab of your account.
Note: if your policy was issued prior to 1966, we will not be able to issue a duplicate. You don't need to order a duplicate if you are planning on surrendering or claiming the benefit. In those scenarios, if you no longer have a copy of your policy, you will simply need to fill out the lost policy tab of the appropriate form.
I found an old policy and would like to know if it still has value.
If you're a policy owner, you can find the value of your old policy by calling 800-732-5543 (Monday – Friday, 8:00 a.m. to 6:00 p.m. EST) or by signing in or registering for your online life insurance account. Once signed in, you will be able to view any policies that you own. Click "View policy details" to see policy values.
Where do I find my fund performance history or prospectus?
Prospectuses and fund performance can be found in your online life insurance account. Prospectuses are located in the "Policy" tab under your plan name. Fund performance is located in the "Policy" tab under the "Performance" subtab.
How do I view or change the beneficiary on my policy?
Sign in or register for your online life insurance account, select your policy, and from the “Policy” tab, select the "Policy overview" subtab. From there, you can view beneficiaries and request changes.
If you are experiencing issues accessing your online account, contact us at 888-888-8856 Monday through Friday, from 8 a.m. to 6 p.m. EST.
How do I update my address on my life insurance policy?
You can update your address on your life insurance policy by signing in or registering for your online life insurance account, selecting your policy, and from the “Policy” tab navigating to the "Policy overview" subtab.
You can also go paperless and receive notification of new documents via email by updating your Communication Preferences, located under your name in the upper-right corner of your account.
How do I change my name on my John Hancock account?
The easiest way to update your name is by signing in or registering for your online life insurance account. Once signed in, select your policy and click on the "Forms & documents" tab. Search for the "Name Change" form and select the option called "Sign digitally".
Note: Processing for name changes usually takes 10-14 business days. You can check the status of the change any time by signing in to your account.
How can I cancel my life insurance policy?
To cancel your life insurance policy, you will need to complete a surrender request. The request can be submitted digitally through your online life insurance account under “Cash Values”. You can also search for and complete the “Surrender Request” form on the Help Center’s Life Insurance Forms page.
You can check the status of your request in your online account by navigating to the “Contact us” tab and clicking “Message History”.
Please note: if your address has been updated within the last 30 days, the form will need to be notarized.
I have a Variable Universal Life (VUL) or Indexed Universal Life (IUL) policy. How can I make an investment or segment change?
Policy owners and trustees can make allocation changes and authorize online and phone requests by signing in or registering for their online life insurance account, selecting their policy, navigating to the Policy tab, clicking the "Fund information" subtab, and looking under the investment option change tab.
For assistance, contact John Hancock at 800-732-5543 on Monday through Friday before 4 p.m. EST.
How do I update the trustee on my policy?
Some policies only require one trustee to sign (in cases where one trustee has signing authority for all), while others require all trustees to. The latter situation is typical.
Additionally:
Do I need the signatures of all trustees?
Some policies only require one trustee to sign (in cases where one trustee has signing authority for all), while others require all trustees to. The latter situation is typical.
Additionally:
How do I register my Trust online?
To register for your online life insurance account as a Trust, go to the sign in page, click “Register” underneath “Company, trustee, third party administrator”, and select “Policy Owner (Trustee)” as your role.
How do I find out the status of my surrenders or loan requests?
You can check your statuses by signing in or registering for your online life insurance account, selecting your policy, navigating to the “Forms & documents” tab and selecting the "View forms history" subtab. You can also use the chat feature in your account to send a message to and receive quick answers from a John Hancock Customer Service Representative.
If you are unable to access your online account, you can check statuses by contacting us at 800-732-5543, Monday through Friday, from 8 a.m. to 6 p.m. EST. A John Hancock Customer Service Representative will be happy to give you any status update you need.
How do I take a loan and/or withdraw dividends on my policy?
To do this, you’ll need to fill out the Policy Loan Request form and/or the Dividend Withdrawal Request form. You can access these forms by signing in or registering for your online life insurance account. Once signed in, select your policy, click the "Forms & documents" tab, search for the forms, and submit via the "Submit forms" subtab.
For loan requests up to $100K, call our Customer Service Representatives at 800-732-5543, Monday through Friday from 8 a.m. to 6 p.m. EST. Loan processing times vary by product; however, most requests are satisfied within 5 business days. You can always check the status of your request in your account.
Payments & Financials
How do I update my banking information?
Sign in or register for your online life insurance account, select your policy, and from the "Payments" tab, click "Manage automatic payments" to change your automatic bank draft information.
You can also submit a Pre-authorized Payment Plan Request form through your account by navigating to the “Forms & documents” tab and selecting the "Submit forms" subtab.
Once we receive your updated information and determine that it matches our files on record, our general processing time is approximately 5 business days.
Can I pay my premiums online?
Yes! Sign in or register for your online life insurance account to manage automatic payments online. Visit the life insurance payments page for step-by-step instructions.
To set up your online payments, you will need your bank's account number and routing transit number. You can choose to have your payments deducted from either your checking or savings account. Please note that we do not accept debit or credit card payments.
Note: If you are submitting your initial premium payment, you won't be able to do so online at this time. For questions on your initial payment, please speak with your agent.
Where can I mail my premium payment?
It's fast and easy to pay your premiums online with John Hancock. Simply sign in or register for your online life insurance account, select your policy, and navigate to the "Payments" tab to set up your electronic payments.
If you need to mail your payment to us, please include your policy number on your check. You can refer to the mailing addresses below:
Non-New York policies should be sent to:
John Hancock
P.O. Box 7247-0274
Philadelphia, PA 19170-0274
New York policies should be sent to:
John Hancock
P.O. Box 7247-0239
Philadelphia, PA 19170-0239
What amount should I pay and when is my payment due?
Your payment amount and date depend on the type of policy you own. There are two ways to find out what you owe:
You can also set up or manage automatic payments and view your billing information in the "Payments" tab of your account. If you do not have access to your account, you can search for a Pre-Authorized Payment Plan Request form from our Life Insurance Forms page and send it to us via mail.
What happens if I miss a premium payment?
If you don’t make the planned premium payment, it may affect the performance of your policy. This impact will vary from policy to policy. To learn more, review your policy contract, contact your agent, or reach out to our Customer Service Representatives at 800-732-5543 from Monday to Friday, 8 a.m. to 6 p.m. EST.
To make a payment, sign in or register for your online life insurance account.
How long will it take for my payment to be processed?
Online payments are processed within two business days of submission. The cut-off time for payments to be submitted is 4 p.m. EST. If you're worried your policy will lapse due to non-payment, contact Customer Service at 800-813-2294 for immediate assistance. If we are unable to apply your payment for any reason, a representative from John Hancock will contact you within 5 business days.
Can I pay my Long-Term Care policy premium online?
Yes. To make an online payment for your Long-Term Care policy, sign in or register for your online long-term care account and go to the Premiums section, where you can make and manage your payments.
Who do I contact for help with my online payments?
If you need assistance from John Hancock, sign in or register for your online life insurance account and submit a question in our chat. A John Hancock Customer Service Representative will review your question and reply to you. You can also reach us by calling 800-732-5543 Monday through Friday, 8:00 a.m. to 6:00 p.m. EST.
How much money can I withdraw against my policy?
To find out the maximum loan amount for your policy, sign in or register for your online life insurance account, select your policy, and from the “Policy” tab click “Download policy summary”.
To find out the loan amount currently available on your policy, you can contact our Customer Service Representatives at 800-732-5543, Monday through Friday, from 8 a.m. – 6 p.m. EST.
How do I obtain tax documents (including 1099) online?
Your tax documents can be found by signing in or registering for your online life insurance account and navigating to the "Forms & documents" tab. 1099s will be under the "View tax documents" subtab.
Claims
How do I report a death to John Hancock, and when will I receive proceeds?
We're so sorry for your loss, and we're here to assist you during this difficult time. The quickest, easiest way to report a death to John Hancock is via the Death Claim Notification Request form, located on the life insurance death benefit claim page. The form will guide you through the process of selecting and filling out the proper forms. You can also report the death to John Hancock by calling our Customer Service Representatives at 888-887-2739, Monday through Friday from 8 a.m. to 6 p.m. EST.
Funds are generally dispersed within 7-10 business days after we receive the claim form and any other required information. Please note that claims forms vary from state to state, and additional paperwork may be required in some cases.
What paperwork do I, a beneficiary, need to complete a death claim?
To find out what paperwork you will need to fill out, complete the Death Claim Notification Request. This will determine if you qualify for our paperless express claims process. Visit the Help Center's life insurance death benefit claim page for more information.
Vitality
What is the John Hancock Vitality Program?
The John Hancock Vitality Program rewards life insurance customers for their everyday healthy activities, like walking the dog, going to the doctor and buying healthy food. Healthy activities earn points. Points can add up to rewards and savings! John Hancock offers two versions of the program – Vitality GO and Vitality PLUS.
Visit the John Hancock Vitality page to learn about the program's features, savings, and rewards, or request a complimentary consultation with a financial professional.
What is the difference between John Hancock Vitality GO and PLUS?
John Hancock Vitality GO is automatically included with policies at no additional cost. This free version of the program rewards members for the healthy choices they make every day. It includes select rewards from national retailers like REI® and Fitbit®, as well as savings at the grocery store. Note: John Hancock Vitality GO is not available in NY.
John Hancock Vitality PLUS can be added to your policy for as little as $2/month, or, in some instances, may be included in the price of your policy. It offers all the benefits of Vitality GO and access to exclusive rewards from Apple, Expedia®, Amazon, Fitbit, REI and more.
Visit the benefits comparison page to learn the differences between Vitality PLUS and Vitality GO.
How can I get a quote for life insurance?
To get a quote for life insurance, you will need to talk to an advisor. An insurance professional will take the time to get to know you and understand your needs. After determining the amount of protection you need, you’ll review all of your coverage options and receive a customized, no-obligation quote. John Hancock can refer you to an insurance professional who can provide a complimentary consultation at your convenience. To start the process, please complete a short contact form and an insurance advisor will get back to you.
How do I buy a life insurance policy?
To purchase a life insurance policy, you will need to talk to an advisor. John Hancock can refer you to an insurance professional who can provide a complimentary consultation at your convenience. To start the process, please complete a short contact form and an insurance advisor will get back to you.
You can also determine how much coverage you will need by using our coverage calculator. Just answer some simple questions and we'll estimate your need for you.
How can I live chat with a customer service representative?
The "live chat" option enables you to communicate with us in real time via instant messaging. It is available to you in places including the JohnHancock.com Help Center page and in your online life insurance account, and there is no cost to you for using it.
How may I check the status of a request I submitted?
To check the status of request forms, sign in or register for your online life insurance account, select your policy, navigate to the “Forms & Documents” tab, and select “View forms history”.
Account changes
How do I view or change the beneficiary on my policy?
Sign in or register for your online life insurance account, select your policy, and from the “Policy” tab, select the "Policy overview" subtab. From there, you can view beneficiaries and request changes.
If you are experiencing issues accessing your online account, contact us at 888-888-8856 Monday through Friday, from 8 a.m. to 6 p.m. EST.
How do I update my address on my life insurance policy?
You can update your address on your life insurance policy by signing in or registering for your online life insurance account, selecting your policy, and from the “Policy” tab navigating to the "Policy overview" subtab.
You can also go paperless and receive notification of new documents via email by updating your Communication Preferences, located under your name in the upper-right corner of your account.
How do I change my name on my John Hancock account?
The easiest way to update your name is by signing in or registering for your online life insurance account. Once signed in, select your policy and click on the "Forms & documents" tab. Search for the "Name Change" form and select the option called "Sign digitally".
Note: Processing for name changes usually takes 10-14 business days. You can check the status of the change any time by signing in to your account.
How can I cancel my life insurance policy?
To cancel your life insurance policy, you will need to complete a surrender request. The request can be submitted digitally through your online life insurance account under “Cash Values”. You can also search for and complete the “Surrender Request” form on the Help Center’s Life Insurance Forms page.
You can check the status of your request in your online account by navigating to the “Contact us” tab and clicking “Message History”.
Please note: if your address has been updated within the last 30 days, the form will need to be notarized.
I have a Variable Universal Life (VUL) or Indexed Universal Life (IUL) policy. How can I make an investment or segment change?
Policy owners and trustees can make allocation changes and authorize online and phone requests by signing in or registering for their online life insurance account, selecting their policy, navigating to the Policy tab, clicking the "Fund information" subtab, and looking under the investment option change tab.
For assistance, contact John Hancock at 800-732-5543 on Monday through Friday before 4 p.m. EST.
Loans & Values
I found an old policy and would like to know if it still has value.
If you're a policy owner, you can find the value of your old policy by calling 800-732-5543 (Monday – Friday, 8:00 a.m. to 6:00 p.m. EST) or by signing in or registering for your online life insurance account. Once signed in, you will be able to view any policies that you own. Click "View policy details" to see policy values.
Where do I find my fund performance history or prospectus?
Prospectuses and fund performance can be found in your online life insurance account. Prospectuses are located in the "Policy" tab under your plan name. Fund performance is located in the "Policy" tab under the "Performance" subtab.
How do I take a loan and/or withdraw dividends on my policy?
To do this, you’ll need to fill out the Policy Loan Request form and/or the Dividend Withdrawal Request form. You can access these forms by signing in or registering for your online life insurance account. Once signed in, select your policy, click the "Forms & documents" tab, search for the forms, and submit via the "Submit forms" subtab.
For loan requests up to $100K, call our Customer Service Representatives at 800-732-5543, Monday through Friday from 8 a.m. to 6 p.m. EST. Loan processing times vary by product; however, most requests are satisfied within 5 business days. You can always check the status of your request in your account.
Online access
How do I register for an online John Hancock life insurance account, and what services are available?
Registering for an online John Hancock life insurance account is easy. First, click on the register link below where you'll be prompted to add your personal details, including your name, date of birth, last six digits of SSN, and contact information.
Once you're signed in, you will be able to:
Check your request status
Change your address
View your policy values & details
Submit forms Check/update your beneficiary information
How can I view my policy details online?
You can review your policy details by signing in or registering for your online life insurance account and clicking "View policy details".
If you're unable to access your online account, you can reach out to our Customer Service Representatives at by calling 1-800-732-5543 Monday through Friday, 8:00 a.m. to 6:00 p.m. EST.
How do I register my Trust online?
To register for your online life insurance account as a Trust, go to the sign in page, click “Register” underneath “Company, trustee, third party administrator”, and select “Policy Owner (Trustee)” as your role.
Records & Status Updates
How do I obtain a copy of my policy contract?
You can download a policy summary by signing in or registering for your online life insurance account and clicking "View policy details". To obtain a copy of your policy contract, please call us at 800-732-5543 or make a request through the "Contact us" tab of your account.
Note: if your policy was issued prior to 1966, we will not be able to issue a duplicate. You don't need to order a duplicate if you are planning on surrendering or claiming the benefit. In those scenarios, if you no longer have a copy of your policy, you will simply need to fill out the lost policy tab of the appropriate form.
How do I find out the status of my surrenders or loan requests?
You can check your statuses by signing in or registering for your online life insurance account, selecting your policy, navigating to the “Forms & documents” tab and selecting the "View forms history" subtab. You can also use the chat feature in your account to send a message to and receive quick answers from a John Hancock Customer Service Representative.
If you are unable to access your online account, you can check statuses by contacting us at 1-800-732-5543, Monday through Friday, from 8 a.m. to 6 p.m. EST. A John Hancock Customer Service Representative will be happy to give you any status update you need.
Titles
How do I update the trustee on my policy?
To find out who is the trustee on your policy, sign in or register for your online life insurance account, select your policy, and from the “Policy” tab, navigate to the "Policy overview" subtab. To change your trustee, you must submit the following documentation online or by mail:
If the Current trustee is living:
If the Current trustee is deceased:
Additionally:
Do I need the signatures of all trustees?
Some policies only require one trustee to sign (in cases where one trustee has signing authority for all), while others require all trustees to. The latter situation is typical.
Additionally:
Billing
What should I do if my Vitality status changed after I received my bill?
For questions about your Vitality Status and the associated premium, please call us at 888-333-2659.
Does participating (or not participating) in John Hancock Vitality impact the cost of my life insurance?
Visit the John Hancock Vitality life insurance page to learn about participating in the program and the cost of insurance.
Payments
Can I pay my Long-Term Care policy premium online?
Yes. To make an online payment for your Long-Term Care policy, sign in or register for your online long-term care account and go to the Premiums section, where you can make and manage your payments.
How do I update my banking information?
Sign in or register for your online life insurance account, select your policy, and from the "Payments" tab, click "Manage automatic payments" to change your automatic bank draft information.
You can also submit a Pre-authorized Payment Plan Request form through your account by navigating to the “Forms & documents” tab and selecting the "Submit forms" subtab.
Once we receive your updated information and determine that it matches our files on record, our general processing time is approximately 5 business days.
Can I pay my premiums online?
Yes! Sign in or register for your online life insurance account to manage automatic payments online. Visit the life insurance payments page for step-by-step instructions.
To set up your online payments, you will need your bank's account number and routing transit number. You can choose to have your payments deducted from either your checking or savings account. Please note that we do not accept debit or credit card payments.
Note: If you are submitting your initial premium payment, you won't be able to do so online at this time. For questions on your initial payment, please speak with your agent.
Where can I mail my premium payment?
It's fast and easy to pay your premiums online with John Hancock. Simply sign in or register for your online life insurance account, select your policy, and navigate to the "Payments" tab to set up your electronic payments.
If you need to mail your payment to us, please include your policy number on your check. You can refer to the mailing addresses below:
Non-New York policies should be sent to:
John Hancock
P.O. Box 7247-0274
Philadelphia, PA 19170-0274
New York policies should be sent to:
John Hancock
P.O. Box 7247-0239
Philadelphia, PA 19170-0239
What amount should I pay and when is my payment due?
Your payment amount and date depend on the type of policy you own. There are two ways to find out what you owe:
You can also set up or manage automatic payments and view your billing information in the "Payments" tab of your account. If you do not have access to your account, you can search for a Pre-Authorized Payment Plan Request form from our Life Insurance Forms page and send it to us via mail.
What happens if I miss a premium payment?
If you don’t make the planned premium payment, it may affect the performance of your policy. This impact will vary from policy to policy. To learn more, review your policy contract, contact your agent, or reach out to our Customer Service Representatives at 800-732-5543 from Monday to Friday, 8 a.m. to 6 p.m. EST.
To make a payment, sign in or register for your online life insurance account.
How long will it take for my payment to be processed?
Online payments are processed within two business days of submission. The cut-off time for payments to be submitted is 4 p.m. EST. If you're worried your policy will lapse due to non-payment, contact Customer Service at 800-813-2294 for immediate assistance. If we are unable to apply your payment for any reason, a representative from John Hancock will contact you within 5 business days.
Who do I contact for help with my online payments?
If you need assistance from John Hancock, sign in or register for your online life insurance account and submit a question in our chat. A John Hancock Customer Service Representative will review your question and reply to you. You can also reach us by calling 800-732-5543 Monday through Friday, 8:00 a.m. to 6:00 p.m. EST.
Where can I access my policy transaction history?
To access your policy transaction history, sign in or register for your online life insurance account, select your policy, and from the “Payments tab” navigate to the “Financial history” subtab.
Where can I obtain my loan payoff value?
To view your outstanding loan balance, sign in or register for your online life insurance account, select your policy, and from the “Policy” tab navigate to the "Policy values and benefits" subtab. Look for the loan payoff value displayed under “Cash values”.
Tax Information
How do I obtain tax documents (including 1099) online?
Your tax documents can be found by signing in or registering for your online life insurance account and navigating to the "Forms & documents" tab. 1099s will be under the "View tax documents" subtab.
Withdrawals and surrenders
How much money can I withdraw against my policy?
To find out the maximum loan amount for your policy, sign in or register for your online life insurance account, select your policy, and from the “Policy” tab click “Download policy summary”.
To find out the loan amount currently available on your policy, you can contact our Customer Service Representatives at 800-732-5543, Monday through Friday, from 8 a.m. – 6 p.m. EST.
Where can I confirm the cash surrender value on my policy?
Sign in or register for your online life insurance account, select your policy, and from the “Policy” tab navigate to the "Policy values and benefits" subtab. Look for the surrender amount displayed under “Cash values”.
What is the impact to my policy if I request a partial withdrawal?
Loans and withdrawals will reduce the death benefit and the 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.
Request an illustration to determine the impact of a loan or withdrawal on your policy values by contacting your financial advisor or our Customer Service Representatives at 888-887-2739 (Monday through Friday from 8 a.m. to 6 p.m. EST).
John Hancock employees are not permitted to provide tax advice. Please contact your tax advisor or the IRS for further assistance regarding 1099s and any other tax-related inquiries.
I need to access some of the value on my policy. What are my options?
Depending on your policy type and current policy value, you may be eligible to request a policy loan or partial withdrawal. Call our Customer Service Representatives 888-887-2739 (Monday through Friday from 8 a.m. to 6 p.m. EST) to learn the options for your policy.
You can find the “Policy loan request” and “Partial withdrawal/surrender and excess value request” forms in the "Forms & documents" tab of your online life insurance account. You can also check your account to view the status of your request.
I requested a surrender of my policy. How quickly will my payment be delivered?
Surrender proceeds delivery timeframes will vary based on your product type and selected delivery option. The standard turnaround time is up to 7 days for Variable requests and up to 10 business days for Non-Variable requests.
After we have received and processed your request:
How do I report a death to John Hancock, and when will I receive proceeds?
We're so sorry for your loss, and we're here to assist you during this difficult time. The quickest, easiest way to report a death to John Hancock is via the Death Claim Notification Request form, located on the life insurance death benefit claim page. The form will guide you through the process of selecting and filling out the proper forms. You can also report the death to John Hancock by calling our Customer Service Representatives at 888-887-2739, Monday through Friday from 8 a.m. to 6 p.m. EST.
Funds are generally dispersed within 7-10 business days after we receive the claim form and any other required information. Please note that claims forms vary from state to state, and additional paperwork may be required in some cases.
What paperwork do I, a beneficiary, need to complete a death claim?
To find out what paperwork you will need to fill out, complete the Death Claim Notification Request. This will determine if you qualify for our paperless express claims process. Visit the Help Center's life insurance death benefit claim page for more information.
What are the requirements to change ownership if the policy owner is deceased?
If the policy owner is deceased and you need to change ownership, there are two scenarios for consideration:
1. If the policy has a successor owner on file with John Hancock, the successor owner(s) must submit the following documents to John Hancock.
2. If there is no successor owner on file, John Hancock requires the following documents.
You can search for the above forms on the Life Insurance Forms page. Please mail all documents to John Hancock at:
Life Post Issue - Customer Service Center
John Hancock
PO Box 55979, Boston MA 02205
For questions, please contact our Customer Service Representatives at 888-887-2739, Monday through Friday from 8 a.m. to 6 p.m. EST.
What happens if the insured has a terminal illness?
Please review your specific policy contract for detailed information.
For questions, please contact our Customer Service Representatives at 888-887-2739, Monday through Friday from 8 a.m. to 6 p.m. EST.
What is an accelerated benefit for terminal illness claim?
The Accelerated Death Benefit Rider for Terminal Illness helps give you the security that, should you become terminally ill, you have additional financial resources if you need them.
If the insured is certified to be terminally ill, the rider and allows the insured to receive up to 50% or 100% of the death benefit of the contract depending on the terms of the policy rider. To learn more about the claims process, visit the Accelerated death benefit claim page in the Help Center, or refer to your policy.
What is the John Hancock Vitality Program?
The John Hancock Vitality Program rewards life insurance customers for their everyday healthy activities, like walking the dog, going to the doctor and buying healthy food. Healthy activities earn points. Points can add up to rewards and savings! John Hancock offers two versions of the program – Vitality GO and Vitality PLUS.
Visit the John Hancock Vitality page to learn about the program's features, savings, and rewards, or request a complimentary consultation with a financial professional.
What is the difference between John Hancock Vitality GO and PLUS?
John Hancock Vitality GO is automatically included with policies at no additional cost. This free version of the program rewards members for the healthy choices they make every day. It includes select rewards from national retailers like REI® and Fitbit®, as well as savings at the grocery store. Note: John Hancock Vitality GO is not available in NY.
John Hancock Vitality PLUS can be added to your policy for as little as $2/month, or, in some instances, may be included in the price of your policy. It offers all the benefits of Vitality GO and access to exclusive rewards from Apple, Expedia®, Amazon, Fitbit, REI and more.
Visit the benefits comparison page to learn the differences between Vitality PLUS and Vitality GO.
Can I upgrade from Vitality GO to Vitality PLUS?
Vitality GO members who are eligible to upgrade may choose to do so at any time during the first 25 months after purchasing their policy for as little as $2 per month. When a member upgrades, their Vitality Points and Vitality Status from their Vitality GO account will be automatically transferred to their new PLUS membership to give them a head start towards greater rewards!
To learn more about upgrading to Vitality PLUS, log in to your John Hancock Vitality account, view the "Rewards" menu, and select "Upgrade to Vitality PLUS". Note: if you do not see this in your menu, your policy is not currently eligible to upgrade. Call us at 888-333-2659 if you have any questions.
What is a voiceprint and how does it work?
A voiceprint is a digital representation of characteristics in your voice. 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.
A voiceprint is not a recording of what you are saying. Voiceprints are unique to each individual. As a policyholder you are automatically opted in, but you can opt out if needed.
Is voiceprint secure?
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.
Someone cannot pose as you by imitating or using a recording of your voice. 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.
Need to get in touch? We’re here for you.
Vitality GO is not available with policies issued in New York.
HealthyFood savings are based on qualifying purchases and may vary based on the terms of the John Hancock Vitality Program. The HealthyFood program is currently not available in Guam.
REI is not affiliated with the John Hancock Vitality Program. REI does not sponsor, endorse or have any responsibility for this promotion.
Loans and withdrawals will reduce the death benefit and the 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. Withdrawals in excess of the cost basis (premiums paid) will be subject to tax and certain withdrawals within the first 15 years may be subject to recapture tax. Additionally, 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. Cash value available for loans and withdrawals may be more or less than originally invested. Withdrawals are available after the first policy year.
Insurance policies and/or associated riders and features may not be available in all states.
Some riders may have additional fees and expenses associated with them.
Trusts should be drafted by an attorney familiar with such matters in order to take into account income and estate tax laws (including the generation-skipping tax). Failure to do so could result in adverse tax treatment of trust proceeds. There can be costs associated with drafting a trust.
The Accelerated Death Benefit Rider for Terminal Illness provides a living benefit if the insured is certified to be terminally ill. Benefits may be taxable under current tax law and receipt of benefits may affect eligibility for public assistance programs. Benefit is payable to the policy owner. Please consult your tax professional regarding the tax implications of benefits received under the Accelerated Benefit. This provision allows the insured to receive up to 50% of the death benefit of the contract, to a maximum of $1 million. Policy death benefit will be reduced by the amount of the accelerate benefit payable, plus one year’s interest. The interest rate charged is the policy loan interest rate. If the policy does not include a loan provision, the interest rate charged is determined monthly and is the variable loan interest rate on currently issued policies. Accelerated Death Benefit Rider is required in New York.
Vitality is the provider of the John Hancock Vitality Program in connection with policies issued by John Hancock. John Hancock Vitality Program rewards and discounts are available only to the person insured under the eligible life insurance policy, may vary based on the type of insurance policy purchased and the state where the policy was issued, are subject to change and are not guaranteed to remain the same for the life of the policy.
The merchants represented are not sponsors of the John Hancock Vitality Program or otherwise affiliated with John Hancock or Vitality. The logos and other identifying marks attached are trademarks of and owned by each represented company and/or its affiliates.
For John Hancock term policies with the optional Vitality rider, the cost for Vitality PLUS is 3% of your annual premium. For single life, permanent products the rider fee is $2 per month. For survivorship policies, the rider fee is $4.00 per month.
Products or services offered under the Vitality Program are not insurance and are subject to change. There may be additional costs associated with these products or services and there are additional requirements associated with participation in the program. For more information, please contact the company at JohnHancock.com or via telephone at 888-333-2659.
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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