Managing Administration
with Dedicated Service

Ongoing administration is critical to the overall health and success of your plan.

With John Hancock, you can have a flexible, reliable and scalable solution to help simplify administration and let you focus on your business. We know what it takes to effectively administer your plan and put your participants on the right track to retirement. And by helping to reduce the burden of plan administration, we help make your job easier. We CARE.

CARE

Commitment to customer service

A service-focused culture to meet your needs

Automated services

A wide array of automated and seamless services that simplify administration.

Representatives dedicated to your plan

A dedicated team led by an assigned Client Account Representative.

Easy access to tools and information

Robust Plan Sponsor and Participant Websites available anytime.

A culture of customer service

Assigning a Client Account Representative means you have direct contact with the individual who is clearly accountable for your service experience. They have a passion for helping and delivering industry-leading service. Quite simply, they are hired and trained to support your plan’s needs.

For example, your representatitive:

  • Is paid based, in part, on their clients’ satisfaction with his or her level of service
  • Receives ongoing business and industry training
  • Works your business hours; is available when you need him or her
  • Has, and sits with, a “back-up” to ensure prompt service for you
“My Client Account Representative is extremely responsive, and I like that. I appreciate his knowledge, assistance where needed, and timely processing time.”
- Suzi, Solutions Development

Commitment to customer service

A service-focused culture built around meeting your needs. The proof is in our results. Chatham Partners' 2017 Client Satisfaction Survey# showed that John Hancock exceeded the benchmark in 15 of the 22 categories.

Overall Impressons
Products and Services

Automated services

Combined with your dedicated CAR, you have access to a wide array of automated and seamless services that simplify administration.

Plan set-up
Plan Maintenance
Enrollment and
education support

Representatives dedicated to your plan

A dedicated team led by an assigned Client Account Representative.

Service professionals for your participants

Participants will enjoy convenient, toll-free access to representatives who can deliver service in English or Spanish. A toll-free interactive phone system that lets them make transactions, review account balances and change investment instructions. The ability to speak to a trained Rollover Education Specialist who can educate them on distribution options.


Client satisfaction

Close to 96% of survey respondents were either extremely satisfied or completely satisfied with the service they received from their designated Client Account Representatives.††
†† Results are from the 2015 Customer Satisfaction Index Survey conducted by the Chatham Partners LLC., for which 69,000 responses have been received since 2008. Top 2 responses include extremely and completely satisfied

Easy access to tools and information

John Hancock provides you and your participants with easy access to information and online tools to help make your job easier.

Plan Sponsor Website

Plan Sponsors can view plan and contract-level information 24/7, access automated transaction tools, review quarterly employer and participant statements, access the Notice Manager system and use robust reporting tools to view and/or download a wide array of reports.

Participant Website

Participants can enroll, access, review and manage their account, set and manage a retirement goal, schedule annual contribution increases, request transactions, modify contribution rates, transfer investments, make address changes, initiate loans and withdrawals, etc., view quarterly statements and use interactive financial planning tools.

# Chatham Partners 2017 Client Satisfaction Survey. A commissioned study, Chatham Partners defines best in class attributes as those that have top 2 box scores of 85% or greater, and "very strong" as those that have top 2 box scores of 75%. The survey involved 1,457 respondents across different industries and plan sizes. The comparison is based on similar attributes from similar commissioned studies executed by Chatham Partners.

†† Results are from the 2015 Customer Satisfaction Index Survey conducted by the Chatham Partners, LLC., for which 69,000 responses have been received since 2008.