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
Do you have my most recent address?
How do I change my address?

Billing and Premium Payments
If I have misplaced my premium notice where should I send my payment?
Has John Hancock received my last premium payment?
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
I have a Variable Universal Life policy, how can I make investment changes?
What is the current crediting rate of the GI account?
I need forms to complete, how do I get these?
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?

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?

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

Do you have my most recent address?
Please review our policy records online using, "JH Servicenet". To view your address go to, "My Account" and click on, "Policy Details." The billing address will be found under the, "Premiums" tab. You may also contact one of our Service Associates.

How do I change my address?
To notify our company of any address changes please call our customer service center at 1-800-387-2747, or send us a letter indicating your new address as well as your policy number(s), the date and policyowner signature. Please send to:

Customer Service Center R-02
John Hancock Life Insurance Company (U.S.A.)
1 John Hancock Way Suite 1350
Boston MA 02217-1350
Fax: 416-926-5656

Billing & Premium Payments

If I have misplaced my premium notice where should I send my payment?
Please send your check to:

Billing & Income C-6
John Hancock Life Insurance Company (U.S.A)
197 Clarendon St.
Boston, MA 02116

Our courier address is:

Billing & Income C-6
John Hancock Life Insurance Company (U.S.A)
197 Clarendon St.
Boston, MA 02116

Please mark 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.

Has John Hancock received my last premium payment?
You can confirm if we have received your last payment online. To view the last payment, go to, "My Account." Then click on "Policy Details," select the "Premiums" tab, the last premium received will be displayed under the heading, "Premiums." You may also contact our customer service center and one of our associates will be glad to help you. Our toll free number is 1-800-387-2747. For our Variable Universal Life clients please contact the VARILINE at 1-800-VARILINE (827-4546).

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 effect 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 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?
Complete instructions are provided under Death Claims in the Claims section of JH Salesnet (if you are an appointed agent) or ServiceNet (if you are a policy owner) on this website.  Or you can contact our customer service center at 1-800-387-2747.

Policy Questions

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

If you are the owner or trustee of the policy you may submit a written request or complete the, "Request for Investment Option Changes" form with your signature and the date. Please mail or fax your request to our Variable Customer Service Center.

Variable Customer Service Center R-02
John Hancock Life Insurance Company (U.S.A.)
1 John Hancock Way Suite 1350
Boston MA 02217-1350
Fax: 416-926-5339

If however you are the owner, trustee or registered representative and you have telephone authorization, you may make investment changes over the telephone. If you would like to make investment changes or want to request the, "Request for Investment Option Change" form just call the VARILINE at 1-800-VARILINE (827-4546).

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 one of our service associates at the VARILINE 1-800-VARILINE (827-4546).

I need forms to complete, how do I get these?
You may download forms from our website, they are located under Customer Service Forms, "Find out more" in either JH ServiceNet or JH SalesNet. If you do not find the forms that you are looking for you may request forms online, just click on, "Service Request." There will be three options available, click on, "Form Request." After completing all the information on the template click on, "Submit."

You may also our Customer Service center for any forms that you need at 1-800-387-2747. For our Variable Universal Life Customers please call the VARILINE at 1-800-VARILINE (827-4546). You can also request forms via e-mail by sending a request to webmail@jhancock.com.

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. For our Variable Universal Life clients please contact our VARILINE at 1-800-827-4546.

What is the Death Benefit of my policy?
The death benefit of your policy can be found by looking at your policy details online under the, "Values" tab under the heading "Death Benefit".

I cannot find my policy; can you please send me a duplicate?
For a duplicate copy of your policy please send us a written request with your policy number, date and policyowner's signature along with a check for $25 made payable to John Hancock and send it to our customer service center.

Customer Service Center R-02
John Hancock Life Insurance Company (U.S.A.)
1 John Hancock Way Suite 1350
Boston MA 02217-1350

Loans & Values

What is the maximum loan that I can take against my policy?
To inquire about the maximum loan available to you please contact our customer service center and one of our associates will be glad to help you. Our toll free number is 1-800-387-2747. For our Variable Universal Life clients please contact the VARILINE at 1-800-VARILINE (827-4546).

What is my policy's current cash value?
Policy values are also available online via our secured Website, to view this information click on, "My Account" then, "Policy Details" enter your policy number, choose the, "Values" tab and look under the heading, "Surrender".

You may also obtain your policy's cash value by contacting our service center and one of our Service Associates will be happy to help you. Our Variable Universal Life customers can call the VARILINE to obtain automated information.

I have a Variable Universal Life policy where do I find the fund performance history or daily unit value?
Daily unit values as well as fund performance history can be found online at http://jh1.jhlifeinsurance.com/JHPortal/channel/0,2446,2072859_2079632,00.html . Daily unit values can also be obtained by telephone via the VARILINE at 1-800-VARILINE (827-4546).

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.

Titles

Who is the beneficiary on my policy?
While looking at the policy information click on the, "General Information" tab. The beneficiary information is located under the heading, "Interested Parties".

How do I change the ownership on my policy?
To change the ownership of your policy please complete, "The Absolute Collateral/Gift Assignment" form please send to the customer service center:

Customer Service Center R-02
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 need 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 change a company name the owner must complete the Request for Policy Change or Reinstatement form under the name change/correction section or a Letter on Company letterhead indicating the name change from ...? to ...? along with supporting documentation such as "Articles of Amendment".

What are the requirements to change the name of a financial institution (commonly a bank)?
To change a company name the owner must completion of Request for Policy Change or Reinstatement form, the name change/correction section or Letter on Company letterhead indicating the change from...? to ...? along with supporting documentation from the "Comptroller of the Currency".

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 must always get all trustees of record to sign off on any documents that we receive.

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 02116 (not licensed in New York) and John Hancock Life Insurance Company of New York, Valhalla, NY 10595.