What to do when a John Hancock account holder dies
Contact John Hancock's Life Post Issue - Claims — 4-step process, 7 required documents, and funds generally disbursed within 7-10 business days after claim form and all required information are received in good order
Customer Service
Phone1-800-732-5543
Toll-Free1-888-887-2739
Fax1-617-663-3389
Mailing Address
John Hancock, PO Box 55979, Boston, MA 02205
Annuities Service
Annuities Express Claims
Long-Term Care Claims
Vitality Inquiries
Online Account Support
WebsiteLearn more→
Life Post Issue - Claims
Phone1-888-887-2739
Fax1-617-663-3389
Mailing Address
John Hancock, PO Box 55979, Boston, MA 02205
Annuities Service
Annuities Express Claims
Long-Term Care Claims
WebsiteLearn more→
Life Post Issue - Claims
Phone1-888-887-2739
Fax1-617-663-3389
Mailing Address
Life Post Issue - Claims, John Hancock, PO Box 55979, Boston, MA 02205 | Overnight: 372 University Avenue, Suite 55979, Westwood, MA 02090
Annuities Express Claims
WebsiteNotify online→
Verified May 2026
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.
John Hancock provides an online portal for initiating death claims, which can simplify the initial notification and document submission process. Claims can also be started by phone or by mailing the required documents.
Death claim process
Here is the step-by-step death claim process at John Hancock:
Filing a claim
1
Report the death to John Hancock:
- Report the death online via the Death Claim Notification Request at johnhancock.com, which guides you to the correct state-specific claim form
- Or call John Hancock at 888-887-2739 (life insurance) or 877-543-2363 (annuity express claims)
- Provide the deceased's name, policy or contract number, and date of death
2
Submit required claim documentation:
- Complete the state-specific Life Insurance Claim form included in the claim package
- Submit a certified death certificate
- If a trust is the beneficiary: submit the Trustee Certification form signed by all trustees with the trust EIN
- If an estate is opened: submit Letters Testamentary or Letters of Administration
3
John Hancock reviews the claim and contacts you if additional documentation is needed
4
Choose payout method and receive funds:
- Choose payout method: lump sum (check, Safe Access Account, or EFT) or installments structured as an annuity
- Funds are generally disbursed within 7-10 business days after all required documents are received in good order
Required Documents
- Completed state-specific Life Insurance Claim form
- Certified death certificate
- Government-issued ID for each beneficiary
- Trustee Certification form with trust EIN (if trust is beneficiary)
- Copy of trust document pertaining to trustee changes (if trust or trustee has changed)
- Letters Testamentary or Letters of Administration (if estate is opened)
- IRS Form W-9 for each beneficiary
Claim forms are state-specific; the online Death Claim Notification Request selects the correct form for you. Individually named beneficiaries may be eligible for paperless Express Claims processing by phone. Annuity death claims use a separate process: call 800-344-1029 (general annuity service) or 877-543-2363 (express claims) or visit the Individual Annuities Claims page. Annuity claims mailing: PO Box 55444, Boston, MA 02205-5444. Safe Access Account payout option is not available for policies issued in New York.
How long the process takes at John Hancock: Funds generally disbursed within 7-10 business days after claim form and all required information are received in good order. The most common reason for delays is missing or incomplete documentation, so submitting everything upfront is the best way to keep things moving.
John Hancock requires several documents to process a claim, including Completed state-specific Life Insurance Claim form, Certified death certificate, and Government-issued ID for each beneficiary, and additional documentation depending on the account type. Certified copies are typically needed—photocopies are generally not accepted for death certificates or court documents.
Frequently asked questions
An ILIT is an irrevocable trust created to own one or more life insurance policies. Because the grantor no longer owns the policy, the death benefit is generally excluded from the taxable estate. The ILIT trustee purchases or receives the policy, pays premiums from trust assets, and distributes proceeds to trust beneficiaries after the insured's death. John Hancock supports ILIT ownership (except that accelerated death benefits are paid only to the owner/trustee). The ILIT trustee should issue Crummey withdrawal notices for premium contributions to qualify for the annual gift tax exclusion. Contact your advisor or call 888-887-2739 to set up the arrangement.
You will need a completed state-specific Life Insurance Claim form, a certified death certificate, and a government-issued ID for each beneficiary. If a trust is the beneficiary, you also need a Trustee Certification form signed by all trustees with the trust EIN, plus copies of any trust pages reflecting trustee changes. If an estate is opened, the executor must provide Letters Testamentary or Letters of Administration. An IRS Form W-9 is required for each beneficiary receiving proceeds.
Funds are generally disbursed within 7-10 business days after John Hancock receives the completed claim form and all required documentation in good order. If additional information is needed, the claims team will contact you, which may extend the timeline. Individually named beneficiaries may qualify for the Express Claims phone process, which can expedite receipt.
Beneficiaries can choose to receive the death benefit as a lump sum (via check, Safe Access Account, or electronic funds transfer) or as installment payments structured as an annuity. The Safe Access Account is not available for policies issued in New York. The lump sum is the most common option and is generally received income-tax-free. Installment payments provide a regular income stream but may include taxable interest on the retained balance.
John Hancock's Life Post Issue - Claims can be reached by phone at 1-888-887-2739 and fax at 1-617-663-3389 for questions throughout the claims process.
If the deceased held multiple John Hancock policies, each may require a separate claim or have different documentation requirements. The Life Post Issue - Claims can confirm which accounts require individual attention and which can be processed together.
Customer Service
Phone1-800-732-5543
Toll-Free1-888-887-2739
Fax1-617-663-3389
Mailing Address
John Hancock, PO Box 55979, Boston, MA 02205
Annuities Service
Annuities Express Claims
Long-Term Care Claims
Vitality Inquiries
Online Account Support
WebsiteLearn more→
Life Post Issue - Claims
Phone1-888-887-2739
Fax1-617-663-3389
Mailing Address
John Hancock, PO Box 55979, Boston, MA 02205
Annuities Service
Annuities Express Claims
Long-Term Care Claims
WebsiteLearn more→
Life Post Issue - Claims
Phone1-888-887-2739
Fax1-617-663-3389
Mailing Address
Life Post Issue - Claims, John Hancock, PO Box 55979, Boston, MA 02205 | Overnight: 372 University Avenue, Suite 55979, Westwood, MA 02090
Annuities Express Claims
WebsiteNotify online→
Verified May 2026
Estate planning articles
Learn how to protect your John Hancock accounts and other assets with trusts, beneficiary designations, and estate planning documents.
