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The links below represent aspects of the site that can cause users some confusion and frustration. Please review these questions and answers if you are experiencing difficulties.
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If these FAQs are not of help, please feel free to contact us at (policy owners) 1-800-387-2747, or (producers) 1-800-505-9427 8:00am to 6:00pm ET Monday through Friday.
To reach us via email, click here. |
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Getting Started
How do I register?
- Click on the "Register Now!" link located on the left hand navigation bar.
- Read the Waiver of Liability and, at the bottom of the page, choose "Agree" or "Disagree". If you choose "Disagree" you will not be able to continue registering. If you choose "Agree" you will be taken to the Registration form.
- Fill out the registration form and click on "Submit" at the bottom of the page. Anything with an asterisk is a required field and must be completed. You should receive confirmation that you have registered successfully.
How do I know that John Hancock's Web site is secure?
John Hancock has a high level of security to protect our client's account information. After you login, an automatic security message will pop up on the screen. We feel it is necessary to provide this security message to our clients to remind you that despite our high level of encryption, security cannot be completely guaranteed when dealing with any web site.
How can I contact John Hancock?
You can send an email to John Hancock by pressing the “Email” button located in the bottom left corner of each screen.
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Log In/Log Out
Why can't I access my account online?
To access your account information online, you must create a user id and password by registering. If you have already registered but you are having problems logging-in, please refer to our Lost Password page.
Why is my password and/or user id not working?
You may not be able to log-in because of one of the following reasons:
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You are not registered. Please register to gain access to your accounts and other features available to registered users.
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Lost Password. For security reasons, we do not have access to your password. If you have forgotten your password and have not been locked out (the system will automatically lock after 3 failed log-in attempts), please refer to our Lost Password page.
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Lost User ID. If you have forgotten your user id, please call one of the numbers below, Monday through Friday, 8:00am to 6:00pm ET:
Producers: 1-800-505-9427 Policy Owners: 1-800-387-2747
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You are locked out . Our security requirements limit the number of login attempts to 3. To unlock your account, please call one of the numbers below, Monday through Friday, 8:00am to 6:00pm ET:
Producers: 1-800-505-9427 Policy Owners: 1-800-387-2747
Why am I receiving an error message?
We sometimes experience problems that result in error messages. If you are consistently receiving error messages, please call Client Services at (policy owners)1-800-387-2747, or (producers) 1-800-505-9427. If possible, please report the area of the web site that you were visiting and what you were attempting to accomplish when you received the error message. Also, please provide the number which appears at the end of the error message.
Why have I been automatically logged out of my account?
You may be disconnected either because your visit (session) to www.jhlifeinsurance.com expired or because your connection to the Internet was lost.
As a security precaution, we will automatically log you out of your account if you do not make any type of movement on the web site after 15 minutes. Ongoing activity will allow your session to continue beyond 15 minutes. If you have been automatically logged-out, you can simply access your account by logging in again.
If you are disconnected from the Internet, your connection to John Hancock will end. Your session with our web site cannot affect your Internet connection. However, your Internet connection does affect your access to our site. Please contact your Internet Service Provider if you continue to lose your connection to the Internet.
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Browser FAQ
What browser version and type are needed to view the web site?
To provide our clients with security and efficiency, we require a browser that complies with current standards. The secure pages on our web site use advanced features that are not supported in older browsers. In particular, MSN TV users may experience difficulties accessing our secure pages. This site supports Internet Explorer versions 5.0 (or higher), Netscape versions 4.7 (or higher but not version 6.0) and AOL 5.0 (or higher).
How do I upgrade my browser?
Browser upgrades are free and easily accessed from the manufacturer's web sites. Although these upgrades can be large files - and consequently require long download times - we believe that the benefits of browsing the Internet using a current, full-featured browser out-weigh the short-term inconvenience of upgrading. Please also consider the option of requesting an upgrade on CD-ROM from your browser's manufacturer.
To download now, select your browser type below:
Microsoft Internet Explorer
Netscape Navigator
AOL
Why am I receiving a message about EPHEMERAL RSA support?
If you are receiving the following message: "No Ephemeral RSA support. Your web browser only supports Export cipher, cannot access current secure content. You may:
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Update your browser to the most recent version.
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Contact this site's administrator for assistance."
Your system probably does not have the level of strength of encryption required to view certain secured pages. Encryption is a sophisticated process of scrambling information, rendering it unintelligible to those not authorized to view it. We require the use of 128-bit encryption, the strongest level of security available, when accessing your private information on www.jhlifeinsurance.com.
What is 128-bit encryption?
Encryption is a sophisticated process of scrambling information, rendering it unintelligible to those not authorized to view it. We require the use of 128-bit encryption when accessing your private information on www.jhlifeinsurance.com. This is the strongest level of security currently available to commercial browsers.
What strength of encryption does my browser support?
To verify the level of encryption your browser supports, follow the steps provided below.
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Internet Explorer:
Within Internet Explorer, access the "Help" pull-down menu and select "About Internet Explorer"
The second item down, "Cipher Strength", supplies the bit-level encryption support for your browser.
If you DO NOT HAVE 128-bit encryption, follow the instructions for browser updates below.
If you DO HAVE 128-bit encryption, please contact Client Services at the (policy owners) 1-800-387-2747, or (producers) 1-800-505-9427, Monday through Friday, 8:00a.m. to 6:00p.m. EST for further assistance.
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Netscape:
Within Netscape, access the "Help" pull-down menu and select "About Netscape"
About halfway down the page, bold text will describe the supported encryption ("This version supports high grade (128-bit) security...")
If this language does not appear, your version of Netscape does not support 128-bit encryption.
If you DO NOT HAVE 128-bit encryption, follow the instructions for the browser updates below.
If you DO HAVE 128-bit encryption, please contact Client Services at (policy owners) 1-800-387-2747, or (producers) 1-800-505-9427, Monday through Friday, 8:00a.m. to 6:00p.m. EST for further assistance.
How do I update my browser's encryption support?
Security updates are easily accessible from the home page of your browser's manufacturer. These updates are free and require a brief download of a self-running update.
Netscape
Microsoft Internet Explorer
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Download FAQ
Why am I unable to view or open a form?
Most forms available on www.jhlifeinsurance.com are in PDF format. PDF format allows documents to be easily printed.
To view a PDF file, you must have Adobe Acrobat Reader installed on your computer. If your system does not have this program, you will not be able to access these forms. To install Acrobat Reader on your machine, see the instructions below.
What is Acrobat Reader?
The Adobe Acrobat Reader is a free browser "plug-in" (helper program) that allows you to view and print documents in Adobe's Portable Document Format (file names ending in the extension ".pdf").
The Portable Document Format is platform-independent: users of MS Windows, Mac OS and other operating systems can all view the same .pdf document. This powerful tool enables companies to keep up to date documents available to all clients.
Forms that are available to download from www.jhlifeinsurance.com are maintained in this pdf format.
How do I install the Acrobat Reader on my computer?
Adobe's Acrobat Reader is free to download from Adobe's web site. The download is a self-running installation program.
Download Adobe Acrobat Now
I have the Acrobat Reader on my computer, but cannot view PDF files on www.jhlifeinsurance.com.
Current versions of the Acrobat Reader automatically configure themselves as plug-ins upon installation. If your version of the Acrobat Reader does not automatically open PDF files, we recommend an upgrade to a more recent version of the software. The software is freely available from Adobe's web site. Use the link referenced above to access the most recent version.
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Printing FAQ
How do I print from the web site?
Certain pages of the web site have "Printer Friendly" links. On other pages, to print the complete information, try changing the orientation of your page before printing. You can accomplish this by performing the following 3 steps:
- Select "File" pull-down menu located on your browser's toolbar
- Select "Page Setup" from the drop down menu
- Choose the "Landscape" orientation option
This should enable you to print the page in its entirety. The screen image will print horizontally across the page. To fit all of the content, multiple pages may print.
How do I preview before I print?
Select "Print Preview" from the "File" pull-down menu located on the Browser's toolbar.
How can I print a particular portion of the page?
To print a specific portion of the page, highlight the section and perform the following steps:
- Highlight the section you would like to print.
- Select the "File" pull-down menu located on the Browser's toolbar.
- Select "Print" from the pull-down menu
- Choose "Selection" from the Page Range section
- Click the "Print" button
How do I print a PDF file?
To print a PDF file, select "Print" from the "File" pull-down menu located on the Browser's toolbar, or click on the Print icon located on the Acrobat Reader's menu bar.
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All About Cookies
What are cookies?
"Cookies" are small text files, written by your browser, that store information from a web server. Typically, this information is useful to the web site that issues the cookie. A cookie may contain the date you last visited the site and alert you automatically if there have been changes since your last visit. Most cookies are used to store identifying information to enable you to browse freely through secure areas of web sites after logging in once.
Cookies can be temporary or semi-permanent. Temporary cookies are destroyed once you leave a web site. Semi-permanent ones are saved to your computer's hard drive until they expire or are manually deleted.
Accepting cookies from www.jhlifeinsurance.com does not compromise your privacy and security. No other web site can read the cookies of www.jhlifeinsurance.com.
How do I enable cookies for my browser?
- Internet Explorer 5+:
Within Internet Explorer, access the "Tools" pull-down menu and select "Internet Options".
Select the "Security" tab from the resulting dialogue box.
Click the button labeled "Custom Level".
Scroll down to the Cookies section.
Select "Enable" (if it is not already selected) for the per-session cookies option.
Click the "OK" button.
Click the "Apply" button.
- Internet Explorer 4+:
Within Internet Explorer, access the "View" pull-down menu and select "Internet Options".
Click the "Advanced" tab.
Scroll down to the Cookies section.
Select the "Always accept cookies" option.
Click OK.
- Netscape Navigator 6+:
Within Netscape, access the "Edit" pull-down menu and select "Preferences".
In the "Category" column, double-click "Privacy & Security".
Select "Cookies".
Select the option labeled: "Enable cookies for the originating web site only".
Click OK.
- Netscape Navigator 4+:
Within Netscape, access the "Edit" pull-down menu and select "Preferences".
In the "Category" column, click once on "Advanced" (not the +).
Select "Accept All Cookies"
Click OK.
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Javascript Information
Why am I receiving a JavaScript message?
JavaScript is a common web language used to program different types of functionality and features. Some features of www.jhlifeinsurance.com require JavaScript to work properly. To benefit from these features, your browser must have JavaScript enabled.
How do I enable JavaScript on my browser?
To verify and enable JavaScript, please follow the steps provided below.
- Internet Explorer 4+:
Within Internet Explorer, access the "View" pull-down menu and select "Internet Options".
Click the "Security" tab.
Select the "Custom" radio button, the click the "Settings..." button.
Ensure that the "Enable" radio button is selected for the item "Active Scripting"
Click the "OK" button to accept the values of the settings dialog.
Click OK again to save the Internet Options settings.
- Netscape Navigator 4+:
Within Netscape, access the "Edit" pull-down menu and select "Preferences".
In the Categories column, click once on "Advanced" (not the +).
Ensure that the "Enable JavaScript..." checkbox is selected.
Click OK
Why are the navigation buttons on the left-hand side of my screen missing?
If you have logged on, and do not see the left hand navigation bar, close your browser, enable JavaScript on your browser following the steps above, and log into www.jhlifeinsurance.com again.
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Account Access Information
How do I check my John Hancock account balance online?
Login using the "Login" link, or by selecting any of the options under the secure portion of the site from the left hand navigation menu. Please note that user ids and passwords are case sensitive.
Once you have entered your user id and password, click "login".
To view accounts, click on the "My Policy" button in the left hand navigation area. Type in the policy number you wish to view, and click ‘Submit’.
What kind of account information can I view online?
You can view:
- Your policy values and portfolio values as of the last market close.
- General Policy Information which includes owner(s), beneficiary(ies), servicing agent, plan name and status.
- Premium Information
- Riders and Benefits Information
How often is my online account information updated?
All values are updated every business day and are calculated with the most recent market closing prices, usually the previous day's closing prices.
Can I change and update my personal account information online?
You can change your current and future allocations by selecting the "Investment Changes" menu option. Other changes, such as address changes and general maintenance, can be changed by contacting Client Services at (policy owners) 1-800-387-2747, or (producers) 1-800-505-9427, or by submitting a service request by selecting the ‘Service Request’ option form the left hand navigation menu.
Where can I find forms to make changes to my account?
After you have logged into the site, select the "Service Request" menu option located on the left side of the page. This option will allow you to request the desired form(s).
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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.
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