John Hancock is the US division of Manulife Financial of Toronto, which acquired it in 2004, and issues policies through John Hancock Life Insurance Company (U.S.A.). Known for universal, indexed and variable universal life sold through advisors, term life, and the Vitality program that ties premium savings to healthy activity. Life Insurance Policy Desk is not John Hancock. We are an independent brokerage that helps policyholders of any carrier, and the review costs nothing.
Your policy may be issued under a related name such as John Hancock Life Insurance Company (U.S.A.) or John Hancock Life Insurance Company of New York. The help on this page applies to those policies too.
Looking for John Hancock customer service or a phone number?
Many people who search for John Hancock customer service or a John Hancock life insurance phone number want one of two things: a straight answer about a policy, or coverage like it. Life Insurance Policy Desk is not John Hancock and cannot see or change your account with the company. For a free, independent review of the policy, or to compare John Hancock with other carriers, call a licensed agent at (888) 000-0000.
Shopping for burial or funeral coverage instead? Read John Hancock final expense insurance: what to know.
Why people with John Hancock policies call us
- A premium notice that is higher than expected
- Updating a beneficiary after a marriage, divorce, birth or death
- Finding an old policy, or confirming one is still in force
- Questions about cash value, loans, dividends or surrender
- A missed payment, billing problem or lapse notice
- Deciding whether to keep, change or replace the policy
Specific to John Hancock policies
- Vitality policies whose premium or benefit changes with the activity status earned each year
- Universal life policies that need periodic funding reviews
- Older policies originally issued by companies John Hancock acquired
- Long-term care riders attached to some life policies
Policyholders often hold advisor-sold permanent policies, sometimes with the Vitality rider, and call about policy performance, premium requirements and how the wellness program affects their cost.
What to have ready before you call
- Your policy number, from a premium notice, annual statement or the policy document
- The insured person's full name and date of birth
- The most recent statement or premium notice, if you have one
No paperwork? That is common with older policies. The insured's name, date of birth and last known address are usually enough to start a search with John Hancock, and our guide to finding a lost life insurance policy covers the other places to look.
Thinking about canceling your John Hancock policy? Read this first
Canceling is usually permanent, and replacing coverage later means new underwriting at an older age. Depending on your policy, one of these options may keep some protection in place:
- Reduced paid-up coverage: stop paying premiums and keep a smaller death benefit funded by the cash value
- A policy loan or partial withdrawal instead of a full surrender
- Using dividends or cash value to cover premiums for a while, where the policy allows it
- Lowering the face amount to bring the premium down
- A 1035 exchange into a different policy, which avoids a taxable event when done correctly
Before you change anything, find out what the policy is worth today, what you would give up, and what replacing it would cost. A licensed agent can lay those numbers out side by side.
How a free independent policy review works
- Call. Tell us what you own and what you want to find out. Ten minutes is usually enough to start.
- Review. We go through the policy with you: coverage amount, premium, cash value, riders, beneficiaries, and how it fits your situation now.
- Options. You get a plain-English summary and your choices, which may simply be to keep the policy as it is. No obligation.
Frequently asked questions about John Hancock policies
How do I find out whether my John Hancock policy is still in force?
Start with your most recent premium notice or annual statement; an active policy keeps generating them. If you have nothing on paper, John Hancock can usually locate a policy from the insured's full name, date of birth and address. We can also help you confirm the policy's status and what it is worth today.
What happens to my John Hancock premium if I stop earning Vitality points?
On Vitality policies the status earned each year sets the following year's premium or benefit within a range stated in the policy, so lower activity usually means paying closer to the base rate rather than losing coverage. Your anniversary statement shows the current status and rate. A licensed agent can confirm the range from your policy documents.
How do I change the beneficiary on my John Hancock policy?
The policy owner requests a beneficiary change form from John Hancock, completes it with the new beneficiary's full legal name, relationship and date of birth, signs it and returns it. If a beneficiary was named as irrevocable, that person must consent. Keep a copy and ask John Hancock for written confirmation that the change was recorded.
Can I borrow against or cash out my John Hancock policy?
If your John Hancock policy is a permanent policy with cash value, you can usually take a policy loan or a partial withdrawal, and you can surrender the policy for its cash value. Loans accrue interest and reduce the death benefit until repaid, and surrendering ends coverage and can create taxable income. Term policies have no cash value.
Why did my John Hancock premium go up?
Common reasons include a term policy reaching the end of its level period or moving into a new age band, a universal life policy whose cost of insurance has risen, a rider added to the policy, or a change in payment frequency. Your premium notice should show which applies. A policy review can confirm the cause and whether a lower-cost option exists.
Can you take a payment or fix a billing problem on my John Hancock policy?
No. We are independent and cannot access your John Hancock account or take payments on its behalf. We can explain what the notice means, how the grace period works, what happens if the policy lapses and how reinstatement usually works, so you can sort the billing issue out with John Hancock directly and with less stress.
Should I cancel my John Hancock policy?
Only after you know what you would give up. Canceling is usually permanent, replacement coverage costs more at an older age, and permanent policies may have cash value or guarantees you cannot get back. Compare the current policy, the alternatives above and a replacement quote before deciding. A free review puts those numbers side by side.