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Notification is NOT required if the policy has lapsed or if it is the death of the policy owner (not the insured). |
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If the death benefit is less than $7,500, follow the Express Claim process. |
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Otherwise, complete the following steps to facilitate a timely claims process: |
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Step 1 |
Notification |
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Before submitting any claim forms you must report the death by either:
- Using our quick and easy Notification Form OR
- Contacting John Hancock at 1-800-387-2747 (USA) or 1-888-267-7784 (NY) (to report the claim and verify the beneficiary if you are unsure of the correct beneficiary)
Completing this step before filling out a claim form will avoid delays in processing your claim. Following this notification, the Claims Team will send a letter to the beneficiary confirming notification and outlining all claims requirements.
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Step 2 |
Complete the Claim Form |
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Print either the standard Death Claim Form - PS5119US, or if death claims relates to a New York resident print the Death Claim Form PS4190(NY) or if the beneficiary resides in one of the following states, Alaska, Arkansas, Arizona, Colorado, Florida, Kansas, Maryland, North Carolina, North Dakota, Nevada, or Vermont, print the Death Claim Form - PS5120US, and send or personally deliver them to the beneficiary.
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Do not complete a claim form if it is the first death of a survivorship policy (only Notification is required). |
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Step 3 |
Meet with the Beneficiary(ies) |
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Meet with the beneficiary(ies) to help complete the forms and identify any other important issues that need to be addressed. This would be the appropriate time to:
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If the beneficiary resides in one of the states that requires us to provide payment options and they decide not to take advantage of the Safe Access Account, complete an Electronic Fund Transfer Form. (check our Tips before filling out the form)
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NOTE: Review the Tip on Completing the Claim Form to avoid confusion and delays. |
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Step 4 |
Submit the Requirements |
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Submit proofs of death and all other requirements on behalf of the beneficiary. At a minimum these include a certified death certificate, the insured´s policy(ies) and a completed claim form. Then await completion of the claims process. |
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Step 5 |
Deliver the Proceeds |
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Deliver the Safe Access Account checkbook, where appropriate.
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Step 6 |
Follow-up Visit |
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Make a follow-up visit to provide financial counseling. |
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If you have questions or require further information, call our Customer Service Center at
1-800-387-2747 (USA) or 1-888-267-7784 (NY) and ask to speak with a Claims Analyst. |
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