Important updates

John Hancock Underwriting and COVID-19

May 7, 2020


To our valued distribution partners,


I hope this note finds you, your families and colleagues well. Much has changed in recent weeks and you are likely receiving a constant stream of information and updates from all different sources. To that end, I wanted to check back in to ensure you are aware of all the underwriting enhancements John Hancock has made to make it easier for you to do business with us at this time. In order to expedite the underwriting process for cases where medical records (e.g., Attending Physician Statements (APS)) cannot be accessed through traditional channels, we are introducing our expanding capabilities:

New capabilities for EHR access
John Hancock's Human API portal now available to all distribution partners
Your clients can now connect John Hancock Insurance to their health records through Human API’s safe and secure patient portal. Refer to this recently updated flyer for additional details, and share this new client-approved flyer

New collaboration with Clareto
In addition to Human API, John Hancock recently announced a collaboration with Clareto to further enhance our electronic health record (EHR) access capabilities. Using the Clareto platform, we are able to make a records request using John Hancock’s specific HIPAA authorization. We have initiated the rollout of Clareto’s platform and additional capabilities and use on a broader scale will be announced soon.

Underwriting requirements during COVID-19
We recognize you may be facing challenges trying to secure coverage for your clients at this time. We are working hard to put new processes and protocols in place to support you. All our temporary underwriting requirements are available here.

Reminder — John Hancock ExpressTrack® now available via paper application submissions

  • No telephone interview required
  • Submissions must include the application (“Part I”), the medical supplement (“Part II”) and any other applicable authorizations
  • All application elements must be submitted simultaneously

Additional details about ExpressTrack eligibility criteria and submission methods are available here.

As always, please reach out to your John Hancock underwriter with any questions.


Susan Ghalili, FALU, FLMI, CLU 
VP, Underwriting Transformation
Chief Underwriter

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