Spotlight on current events

COVID-19 and doing business with John Hancock

June 10, 2020


To our valued distribution partners,


On May 27, I sent out an update on our service levels and what we are doing to reduce the time it is currently taking us to process your cases, with the promise to provide an update as of today (June 10). I am pleased to let you know that service levels continue to improve and we remain on track to return to normal levels by June 30. Notable areas of progress include: 

1. Staffing

  • About 90% of our global New Business and Underwriting staff is now back online (up 10% from May 27)
  • We’ve added six new case managers who are up and running; more are in training
  • We’ve hired 10 new issue specialists who are currently in training
  • Our Customer Service team is fully staffed and ready to assist with traditional policy service, including questions regarding premium payments

2. Workflow

  • We’ve made an adjustment to our licensing workflow so that producer appointments and the John Hancock Terms and Conditions can happen concurrently. Under normal circumstances, having them happen consecutively is not a problem, but given the current demand, we believe this change will improve efficiency and keep cases moving along. 

Our current service levels are available below. We continue to pay particular attention to those occasional cases that fall well outside our service standards so that we can take proactive steps to minimize delays and keep you informed.

We will update you as we work toward our goal of restoring normal service levels by June 30. Thank you for your continued support and patience.

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

Service levels


Linda C. Levyne, CLU, ChFC 
SVP, Head of Sales and Distribution

Latest updates


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John Hancock Underwriting
Doing business with John Hancock and COVID-19
March 15, 2021

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Ongoing USPS delays
February 5, 2021

Important updates
John Hancock Grace Period Accommodations
July 28, 2020