What to do when a John Hancock account holder dies
Report the death to John Hancock's Life Post Issue - Claims at 1-888-887-2739
Filing a death claim on a John Hancock policy begins with notifying the Life Post Issue - Claims at 1-888-887-2739. Life insurance claims are separate from probate—proceeds transfer directly to named beneficiaries regardless of whether the estate goes through court. The timeline and documentation requirements depend on the policy type and cause of death.
Death claim process
Here is the step-by-step death claim process at John Hancock:
Filing a claim
- Life insurance: 888-887-2739, weekdays 8:00 a.m. to 6:00 p.m. ET, or the online Death Claim Notification Request
- Individual annuities: 877-543-2363, or report it online
- Group annuity or pension: 800-624-5155, or report it online
- Employer retirement plan (401(k) or defined benefit): 800-395-1113
- The form asks for the owner's or insured's name, maiden name, Social Security number, date of birth and date of death, and any trust, corporation or employer name
- On a survivorship policy, do not complete a claim form at the first death: only a notification is required
- Claim forms are also on the life insurance forms page: search "claim" or choose the "Make or manage a claim" filter
- Print the completed form and mail it with all requirements to Life Post Issue - Claims, John Hancock, PO Box 55979, Boston, MA 02205
- John Hancock sends any additional requirements once it receives the initial claim
- The death-claims page says life insurance payouts typically occur within 60 days of filing
- The death benefit for all policies is under $100,000 per beneficiary
- The beneficiary is an individual residing in the U.S. (no minor beneficiary or non-natural entity)
- The death occurred in the U.S.
- The policy issue date is not within two years of the date of death
- Mail or fax the death certificate: contract details are not discussed by phone until it is received
- Each beneficiary completes and submits their own paperwork before the claim can be settled
- Express Claims, a phone payout with no paperwork, requires an individual electing a one-time lump sum, a portion of $100K or less, U.S. citizenship, the death certificate, and being on the call
- Submit online (call 877-543-2363 for a link), by fax to 617-663-3389, or by mail to John Hancock, Annuities Service Center, PO Box 55444, Boston, MA 02205-5444
- New York contracts go to PO Box 55445, Boston, MA 02205-5445
- Have ready the deceased person's name, Social Security number, customer number and date of death, and the requestor's name, relationship and address
- If a benefit is due, a claim package goes to the designated contingent annuitant or beneficiary, generally within 10 to 20 business days of notification
- If none is due, a claim representative contacts the family to say so
- Return the completed and signed claim forms, the death certificate, a voided check for electronic payment and any state tax withholding forms
- Once all paperwork is in good order, the benefit is generally processed within 10 to 20 business days, and a confirmation letter is sent with the payment
- Life insurance: Life Post Issue - Claims, John Hancock, PO Box 55979, Boston, MA 02205
- Individual annuities: John Hancock, Annuities Service Center, PO Box 55444, Boston, MA 02205-5444; New York contracts: PO Box 55445, Boston, MA 02205-5445
- Individual annuities, overnight: Annuities Service Center, John Hancock, 372 University Avenue, Suite 55444, Westwood, MA 02090
- Individual annuity claims fax: 617-663-3389
- Group annuity or pension: Fixed Products Administration, PO Box 55446, Boston, MA 02205-5446
- Group annuity or pension, overnight: Fixed Products Administration, John Hancock Insurance, 372 University Avenue, Suite 55446, Westwood, MA 02090
Required Documents
- Life Insurance Claim form for your state, on a life insurance claimCompleted by the beneficiary or beneficiaries, not by a funeral home or other assignee.
- Certified death certificate, on a life insurance claimJohn Hancock says a certified death certificate is generally required to process a life insurance claim.
- Certified death certificate, on a group annuity or pension claimA copy is generally acceptable unless the death certificate was issued outside the United States or Canada.
- Certified original death certificate, on an annuity claim where the total death benefit for all annuity contracts the deceased owned is over $250,000Paperwork can be faxed, but John Hancock may require original paperwork to be mailed at any point during the claim.
- IRS Form W-9 or Form W-8 for each beneficiary, on an annuity claimA U.S. beneficiary certifies their taxpayer identification number on the claim form or sends a Form W-9. A beneficiary who is not a U.S. person sends a Form W-8.
- Court certificate of appointment (Letters Testamentary), if an estate is opened and the estate is the beneficiary of a life policyThe claim form is completed with the estate's tax ID number and signed and dated by the executor or administrator, with their title on every signature.
- Letters Testamentary or a Letter of Administration issued by the court, if the estate is the beneficiary of an annuityThe Annuity Claim Form is signed by the court-appointed representative.
- Trustee certification form, with the trust's EIN, if a trust is the beneficiary of a life policyThe claim form is completed in the trust's name and signed and dated by the trustees with their titles. A trust using a deceased grantor's SSN must get a new EIN from the IRS.
- First page of the trust, pages naming trustees, signature pages and amendments, if a trust is the beneficiary and the trust or trustee has changed
- Copy of the beneficiary's death certificate, if the sole primary beneficiary of a life policy died before or after the insured
- Complete copy of the power of attorney or guardianship document, with all signature pages, if an attorney-in-fact or a court-appointed guardian claims for an annuity beneficiarySubmitted with the Annuity Claim Form.
- Voided check, and state tax withholding forms if applicable, on a group annuity or pension claim, for electronic payment
- Statement or funeral assignment completed by all beneficiaries and assignees, if a funeral home is to be paid from life insurance proceedsIt states the amount to be paid to each. An IRS Form W-9 is also required if any claim interest will be paid to an assignee.
- Complete copy of the QDRO or domestic relations order, with any amendments, on a group annuity claim, if the death certificate gives the marital status as divorced
Claims Contact
Website: Online portal →
Forms John Hancock issues3
- Life Insurance Claim form (state claim package)
Completed by the beneficiary or beneficiaries. Completed online.1
- Annuity Claim Form (annuity claim package)
Completed by each beneficiary. Completed online.2
- Group annuity claim package
Completed by the designated contingent annuitant or beneficiary. Sent by the institution on request.3
What happens to each kind of account4
- Life insurance policy
If the primary beneficiary died before the insured and no contingent beneficiary is on file, proceeds are payable to the policy owner or the owner's estate. If the beneficiary died after the insured, proceeds are payable to the beneficiary's estate.1
If one of several primary beneficiaries died before the insured, the death benefit is split among the living primary beneficiaries. It passes to a deceased beneficiary's heirs only where the designation gives per stirpes instructions.4
- Annuity
If a primary beneficiary died before the owner, their share goes to the living primary beneficiaries, then to the contingent beneficiaries, and to the owner's estate if all beneficiaries died first. A copy of each deceased beneficiary's death certificate is required.5
An "Income Plus For Life" rider stops at the death of the Covered Person; an "Income Plus For Life–Joint Life" rider continues to a spouse also named a Covered Person. After a spousal continuation, a new "Income Made Easy" form is required to restart the benefit.5
- Pension
Whether a group annuity pays a death benefit depends on the contract and the benefit option the participant chose when retirement benefits began. Once chosen, the option cannot be changed, and a beneficiary or contingent annuitant cannot elect one.3
A monthly benefit often continues to be paid after a participant dies, because John Hancock is usually notified the month after. John Hancock gives instructions for those payments; the handling depends on when they were issued and whether a continuing benefit is due.3
If a participant died before receiving any benefits, a death benefit may still be due under the contract. Unpaid retirement benefits are generally payable to the participant's estate or spouse, depending on the group annuity contract.6
- Employer retirement plan
For an employer retirement plan recordkept by John Hancock, the plan sponsor is responsible for paying death benefits to the right beneficiary and for approving death benefit distributions.7
What John Hancock provides to the estate1
What John Hancock's agreement and guidance say8
- What it does when notified
When the death of an individual annuity owner is reported, all activity on the contract is suspended until the claim is settled.8
- Who can get account information
On an individual annuity, the death certificate must be mailed or faxed in before contract-specific information is discussed by phone.8
- How proceeds are paid
A life insurance death benefit is paid by check, Safe Access Account (not for policies issued in New York) or electronic funds transfer, with interest. EFT is available only for policies issued after December 31, 2004.1
A life insurance Safe Access Account is not available for proceeds under $10,000, a New York policy or beneficiary, a non-U.S. citizen, or a claim payable to a corporation, an estate, a minor, a trust with multiple trustees or a partnership.4
Annuity options may include a lump sum (Express Claims, a cash settlement or a Safe Access checking account), spousal continuation, an extended beneficiary account, a 5- or 10-year settlement account, or annuitization, depending on the line of business.8
A surviving spouse who continues an annuity as the new owner-annuitant elects a new maturity date on the claim form, and can defer it to as late as age 100.5
Fixed annuity claims can be paid in part before every beneficiary has filed; variable annuity claims cannot. A variable death benefit is set on the date proof of death and all claim forms from all beneficiaries are received in good order.5
- Payment to a minor or incapacitated beneficiary
On a life policy, if proceeds are under $10,000, John Hancock generally allows a minor beneficiary's legal guardian to claim them with the minor's birth certificate.4
On an annuity, parents may generally claim for a minor with the minor's birth certificate when proceeds are under $10,000. At $10,000 or more, a court-appointed guardian or conservator of the minor's property generally submits the claim.5
- Wills, probate and small estates
A life insurance death benefit is paid to the beneficiaries designated on file at John Hancock, regardless of the instructions in the deceased person's will.4
On an annuity payable to an estate that will not be probated, John Hancock says it may be possible to claim the death benefit with a small estate affidavit, depending on the amount.5
- Powers of attorney
John Hancock may reject an annuity claim if, in its opinion, the attorney-in-fact or guardian is acting outside the scope of their authority.5
- Dormant and unclaimed accounts
John Hancock states that failure to settle a group annuity death claim may result in the benefits being paid to state agencies under state unclaimed property laws.3
- Contestability of a recent policy
A life claim is contestable if the insured dies within two years of the issue date, or of the reinstatement date of a lapsed policy. John Hancock generally completes a routine investigation of the information given at underwriting.4
Life insurance: funds are generally paid within 7 to 10 business days after the claim form and other required information are received in good order.
John Hancock's Life Post Issue - Claims can be reached by phone at 1-888-887-2739 for questions throughout the claims process.
Sources
- johnhancock.com
- life.customer.johnhancock.com
- manulife.com
- jhannuities.com
- retirement.johnhancock.com
- secure.johnhancockinsurance.com
Data sourced from John Hancock primary sources (28 pages reviewed). How we research.
John Hancock death claims support
Life Post Issue - Claims
Phone
Death Claim Notification Request portal line
Individual annuity claims
Group annuity / pension claims
Long-term care claims
Hours
Mailing address
Website
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