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1 Manulife John Hancock Retirement uses voiceprint technology as a secure way of verifying callers. Our technology enables enhanced verification to allow easier and more secure authentication and faster service. It is a free service we offer to help protect your account and enhance your customer experience. Unlike passwords or private identification numbers (PINs), your voiceprint can’t be guessed. As you speak with one of our customer service representatives, your unique voiceprint is created from more than 100 different physical and behavioral characteristics, such as pitch and accent. Voiceprints are unique to everyone. Once your voiceprint is created, we can use your voice to quickly verify it’s you and reduce the need for you to answer additional security questions every time you call.

A voiceprint is not a recording of what you are saying and can’t be used to gain access to any other system or to create a sound recording of your voice. Your voiceprint can, however, be used for authentication across your life insurance, annuities, and long-term care insurance accounts with Manulife John Hancock. Only the plan participant or beneficiary can create a voiceprint for their account. As a plan participant or beneficiary, you are automatically opted in to use voiceprint authentication, but you can opt out by contacting our service center.

Someone cannot pose as you by imitating or using a recording of your voice. Our technology is designed to safeguard against voice recordings and will reject any caller whose voiceprint does not match yours. Your voiceprint is a combination of both the physical and behavioral characteristics of your voice, which is not accessible within a recording. Our technology will still be able to recognize you if you have a cold or other illness that may alter the tones and pitches of your voice. It can also recognize subtle changes in your voice over time.

If we are unable to verify your identity through your voiceprint, we will verify it by asking you security questions. When they are answered correctly, you will be able to access your account.

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