Good afternoon,

We would like to provide an update on the outage that is affecting one of our systems. As we continue to work to bring the system back online, our team has taken steps to help mitigate any inconvenience to our customers.

New Business
While we remain unable to issue a small number of term policy contracts at this time, the New Business Case Management team has prioritized cases in queue and is able to confirm approved coverage will be deemed inforce following receipt of the minimum initial premium and any outstanding delivery requirements. We are depositing premium checks and/or drafting for policies enrolled in pre-authorized checking. Any premium payments will be held on deposit and will be applied to the policy on the original effective date they were received once the administration system is online. We are confident that the New Business team is handling all requests swiftly.

Inforce policies
The Inforce team continues to work on customer requests, including processing loans, surrenders, withdrawals, etc. All transactions will reflect the correct effective date. Premium payments we receive are being cashed and held on deposit; scheduled drafts will be delayed and applied as soon as possible. All premium payments will be applied as of the date received and then any required lapse communications will be mailed to the owner of record. Please note that JH SalesHub continues to display November 1, 2023 values for policies that are hosted on the system experiencing the outage.

As always, our team is available to help service inforce policies and can be reached at 800-505-9427, option 1.

We apologize for any inconvenience this issue may cause you or your business. Thank you for choosing to do business with John Hancock — we appreciate your collaboration.