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CMC3264 08/16

General Questions

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How do I register on the website?

Click the Register link in the upper right of the screen, select the type of user, and then follow the on-screen instructions. An email will be sent to the address that you provided upon registration with a verification code that will be required during first sign in. The verification code will expire after 48 hours. After this time, you will need to request a new verification code using the Resend Code button. Click the link in the email to continue the registration process.

I forgot my username. How can I retrieve it?

Go to the Forgot Username page and you'll provide information needed to identify you in order to find your username and an email will be sent to the address that you provided upon registration.

I forgot my password. How do I change it?

Go to the Forgot Password page and you'll provide information needed to identify you and verify your information in order to create a new password.

The Forgot Password page will allow you to have a verification code emailed to you to reset your password. The verification code will expire after 48 hours. After this time, you will need to request a new verification code using the Resend Code button on the Reset Password page.

Why are you asking to remember my information?

If you mark the "Remember Me" checkboxes during the sign in process, your information will be automatically populated during future visits to the site from this device. To keep your information secure, this checkbox should not be checked if you are using a shared/public device.

To remove/undo this setting, please see How do I clear my browser's cache and cookies.

How can I get the site to stop automatically populating my username?

If you have selected "Remember me" on the sign in page and now wish to stop auto-populating your username, please uncheck the "Remember me" checkbox.

Why are you asking me to answer a security question when I sign in?

For your protection, you will be asked to answer a security question each time you sign in. If you are logging in from a private/personal computer, you may want to check the "Remember my answer" checkbox located on the Security Question page. When you check this box, you will be asked to answer a security question less frequently during future logins. This checkbox should not be checked if you're using a shared/public computer.

How can I update my security questions and answers?

You can reset your security questions by clicking on Reset Questions on the Security Questions page. An email will be sent to the email address on file with a verification code. The verification code will expire after 48 hours. After this time, you will need to request a new verification code using the Resend Code button on the Reset Questions page.

You can also update your security questions after sign in by clicking the "Update Profile" link. Then, on the My Profile page, select Update Security Questions.

What is telephone number for the automated voice response system for Jackson contracts?

1-877-JNL-2YOU (1-877-565-2968).

Can I verify my address or make updates to my address online?

Yes. After you have successfully signed into the website, click on your contract number link to get to the Policy Details page. From the Policy Details page, click on the Update Contact Info link in the left navigation menu.

Can I get a copy of past statements online?

Yes. After you have successfully signed into the website, click on your contract number link to get to the Policy Details page. From the Policy Details page, click on the Filing Cabinet link in the left navigation menu.

What is the Dashboard?

The Dashboard page is the screen you land on once you have successfully signed into your account. To access additional policy details, click on your contract number link.

Where do I find contract values?

Some values are shown on your Dashboard page. From the Dashboard, click your contract number link (in red) for detailed contract information.

What form do I submit to change my beneficiary?

For an annuity contract, please use Annuity Service Request and for a life policy, please use Life Service Request form. Go to Forms Search page.

My contract is not available online. Why?

In some cases, you may not be able to view your contract online due to system updates being completed or the contract status. Please contact Jackson if you have any questions.

Does Jackson share my email address or any other information with other companies?

No. Only Jackson National Life uses this information. We will not give or sell information about you or your accounts to anyone else. See the WebSite Privacy Practices page for more information

CMC3265 07/16

Technical FAQ

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Which browsers and operating systems are currently supported by Jackson.com?
Jackson.com supports the following operating systems and browsers:
  • Microsoft Windows 7, 8, 8.1 and 10 running Google Chrome, Mozilla FireFox, Microsoft Internet Explorer 11 or Microsoft Edge
  • Apple OSX, iOS9 running Safari
To view the Jackson website, do I need any plug-ins or any specific browser settings?
  • Cookies and JavaScript must be enabled.
  • Depending on your system, a PDF reader may be required to view some site content. If you need a PDF reader, a free version of Acrobat Reader can be downloaded from the Adobe website.
  • Adobe Flash is required to display some site video content.
    If you need Adobe Flash Player, please download the latest free version from the Adobe website.
Is there a recommended monitor size or resolution for the Jackson website?

For best results, use a monitor supporting a resolution of 1024 x 768 pixels or higher, and make sure your resolution is set to at least 1024 x 768 pixels.

Do you recommend an optimal Internet connection speed for viewing the Jackson website?

We recommend a cable modem, DSL, or other broadband connection. Using a dial-up connection will work, but it will take longer to load content.

Jackson.com pages are taking a long time to load in my browser. Why?

Slow load times can be due to a slow internet connection, not enough free disk space, the amount of RAM available, Windows registry problems, and other applications running on your system. Clearing your browser's cache and cookies can sometimes help.

Is the Jackson website secure?

At Jackson, we're continually working to keep your information safe from existing and emerging threats.

What is encryption?

Encryption is the conversion of electronic data into another form which cannot be easily understood except by authorized parties. The primary purpose of encryption is to protect the confidentiality of digital data stored on computer systems or transmitted via the Internet or other computer networks.

How do I clear my browser's cache and cookies?

Cookies are small files used by websites to recognize you and/or keep track of your preferences during a single session or for use in future sessions. Cache is used in web browsers to improve performance by storing frequently used files on your computer. Note: Many browser manufacturers refer to cache as "browsing history".

The steps required to clear cache and cookies are specific to each browser.
Please consult your browser manufacturer's documentation for detailed information.

The following resources were available as of this writing:
Browser Version Link(s)
Apple Safari Current Cache Cookies
Google Chrome Current Cache and Cookies
Microsoft Edge Current Cache and Cookies
Microsoft IE 10 Cache Cookies
Microsoft IE 11 Cache Cookies
Mozilla Firefox Current Cache Cookies
What are RSS feeds?

RSS feeds are electronic packets of information containing various types of content, such as news, podcasts, and blog entries automatically sent to your web browser or RSS reader. People interested in a particular type of content, such as the latest Jackson financial results, products, corporate news, and service initiatives, can subscribe to RSS feeds to receive up-to-date content when it becomes available. See the Subscribe to RSS page for more information.

CMC3151 07/16

Electronic Delivery FAQ

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What is Electronic Delivery?

Electronic Delivery allows you to reduce the amount of paper documents you receive. Learn More about how electronic delivery may benefit you and the environment.

Where can I find my contract correspondence?
  • Sign in to the Jackson website.
  • Click on the contract number link to display the Contract Details page.
  • From there, select Filing Cabinet.
What documents are available electronically?
  • The following documents are available electronically:
    1. Transaction Confirmations - Verification of financial transactions on your contract, including trades, transaction amounts, withdrawals, etc.
    2. Prospectuses and Reports - Provide important information about a fund's results, investment objectives, risks, expenses, etc.
    3. General Correspondence - Consists of customer service letters, including notification of address changes, beneficiary changes, bank changes and more.
    4. Renewal Notification - Notification of your contract renewal and rates.
  • Statements and billing information are available on the Jackson website; however, these documents are not available for Electronic Delivery at this time.
  • Tax forms, Grace and lapse notices and other non-system generated correspondence are available in the Filing Cabinet and are delivered via US Mail per compliance regulations.
Can I choose to receive the same document electronically and in the mail?

Financial Professionals and Financial Professional Assistants can receive the same document both electronically and via US Mail. Once signed in to the Jackson website, click on Update Contact Information. For all other users, click on Manage Preferences.

Why can't I sign up for Electronic Delivery?

Electronic Delivery is not available for all types of contracts.

What if I want to change my delivery method after I sign up?

Delivery choices can be changed at any time. For Contract Owners, sign in to the Jackson website, select a specific contract number, and choose Manage Preferences from the menu. You can make changes and customize your choices for each contract you own.

For Financial Professionals, click on Update Contact Information.

I signed up for Electronic Delivery of prospectuses and reports. Why am I still receiving paper copies in the mail?

It may take several weeks for correspondence groups to get updated for Electronic Delivery, while other correspondence types are updated immediately. Additionally, since annuitants are not currently able to select Electronic Delivery, courtesy copies of these documents are sent to both the annuitant and the contract owner.

How long will my documents be available online?

Presently, all information from May 2007 forward is available in the Filing Cabinet. You can search by date and contract number to find a specific document.

How will I know that I have new information available online?

Each time a new document is generated, a secure email notification is sent to the email address you provided. Please note, the credentials for the secure email may be different than your Jackson.com user information.

I signed up for Electronic Delivery, and I am getting my correspondence via US Mail again. Why?

Did you have a change in your email address? If we receive a returned email, you are automatically placed back on US Mail delivery. You will need to update your contact information and re-set your delivery preferences to re-establish Electronic Delivery for your contract.

Who can I contact if I still have questions about Electronic Delivery?

If you still have questions, please contact 1-877-565-2968.

Annuities are issued by Jackson National Life Insurance Company (Home Office: Lansing, Michigan) and in New York, annuities are issued by Jackson National Life Insurance Company of New York (Home Office: Purchase, New York). Variable products are distributed by Jackson National Life Distributors LLC. May not be available in all states and state variations may apply. These products have limitations and restrictions. Contact the Company for more information. Jackson is the marketing name for Jackson National Life Insurance Company and Jackson National Life Insurance Company of New York.

• Not FDIC/NCUA insured • Not bank/CU guaranteed • May lose value •
• Not a deposit • Not insured by any federal agency •

Jackson works with vendors and other partners to help deliver online and mobile advertisements for Jackson that we think may be of interest to you. For more information about how we utilize cookies and vendors to deliver online advertising, please see our Web Site Privacy Practices.

CMC3264 08/16

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Jackson National Life Insurance Company
1 Corporate Way
Lansing, MI 48951