What stage of the merger are we at?
On April 28, 2004 the merger in North America between Manulife Financial Corporation and John Hancock Financial Services became official. This means that all necessary approvals have been obtained from industry regulators and John Hancock shareholders and the deal is legally complete.

Why did Manulife and John Hancock want to merge?
With the global merger, both companies can complement each other in ways that leverage their respective strengths as well as unlock new opportunities for earnings growth. In Canada, Manulife Financial and Maritime Life are among the top insurers in the country; John Hancock is a leading insurer in the United States.

How big is the “new” company?
Combined, Manulife Financial (TSX, NYSE, PSE: MFC; SEHK:0945) and John Hancock Financial Services will form the largest life insurance company in Canada, the second largest in North America and the fifth largest in the world, as measured by market capitalization (as of March 15, 2004).

Is the new company financially sound?
This combination creates a financially stronger company over both the short and long term. Clients can be confident that they are insured by a financially secure company. Manulife Financial Corporation has consistently experienced ongoing growth and profitability. With the depth and diversity of its products and distribution, the combined company will have a leading position in the marketplace across all of its core business lines.

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What’s the background of Manulife Financial?
Manulife Financial Corporation is a leading Canadian-based financial services group operating in 19 countries and territories worldwide. Through its extensive network of employees, advisers and distribution partners, Manulife Financial Corporation offers clients a diverse range of financial protection products and Wealth management services.

Manulife Financial Corporation trades as “MFC” on TSX (Toronto Stock Exchange), NYSE (New York Stock Exchange) and PSE (Philippine Stock Exchange), under “0945” on the SEHK (Stock Exchange of Hong Kong).

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How will this merger affect Manulife Financial’s ratings?
All rating agencies have reaffirmed the ratings of Manulife Financial Corporation following completion of the merger.

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Manulife Indonesia will continue to operate business from its current premises at Wisma Manulife Indonesia, Jalan Pegangsaan Timur 1A, Jakarta

The corporate office of John Hancock Indonesia will, for the next several months remain at:

Where can I get more information?
For more information, you can refer to the press release and fact sheet that can
be found on the corporate website www.manulife.com or local website www.manulife-indonesia.com

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How will the merger between John Hancock and Manulife effect PT Indras and its clients?
Manulife Indonesia is a full service pension provider with DPLK programs, group endowment insurance and a pension administration service company known as PT BSI (PT Buanadaya Sarana Informatika). Manulife is very excited by the prospect of combining the skills of PT Indras employees with those of our own employees to provide additional expertise and services for the customers of both companies. We want to continue to provide you with the high quality of service that you have come to expect and we look forward to our new relationships with you.

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How long will PT Indras exist after the merger of John Hancock and Manulife?
A decision has not been made on the legal status of PT Indras and PT BSI and how we will continue to operate these companies. Clearly, John Hancock and Manulife will continue to provide services to all of the clients of these two companies. Any changes in the legal status of these companies will not effect the contractual obligations to our customers.

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Will there be any changes in the contract?
All contractual obligations to customers will be honored including the services provided, fees charged, required reporting and any other services provided. Any changes to the services or fees will be changed only after direct discussions and mutual agreement with our clients.

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Are PT Indras clients assured of the continued confidentiality of their data?
Manulife will continue to keep all client data secure and confidential. We have a code of conduct related to the confidentiality and other business practices that all employees read and sign on an annual basis. We are serious about the responsibilities that our customers have given us.

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PT Indras has provided us with a bundled one-stop service, will there be any change in this area?
There are a number of professional service providers that must work together to provide the required service for your DPPK program. John Hancock uses an approach, where all services are provided in a bundled package. Manulife provides an unbundled package, where the customer is free to select from various service providers. Either way, we will work with the providers to supply all services to your DPPK at the lowest cost. Manulife has strong working relationships with accountants, external auditors and actuaries to provide all of the necessary services for your program. Manulife has over 12 years of experience in working with DPPK programs like yours.

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Will PT Indras clients receive the same level of excellent customer service from Manulife?
Manulife is committed to providing quality professional services and this comes through our commitment to increasing our staff’s knowledge and capability through education and training. We will continue this philosophy with the addition of the employees of PT Indras. Manulife is excited by additional experience provided by the Indras staff and the commitment to service excellence that they have shown to their customer over many years.

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Will we be allowed select our own third party service providers, such as investment manager, actuary or custodian bank?
We will continue to provide you with the services that you need. You are free to select from any professional service provider as before. We will also work with you to select any professional service provider, evaluate the current provider, or we can perform certain services in-house. The choice is yours.

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What is Manulife’s experience in handling DPPK administration far?
Manulife’s pension administration company, PT BSI, was founded in 1994 to provide pension administration services under Law 11/1992. We provide service to 15 pension funds and 42 foundering partners with over 12,400 employee participants and IDR 240 billion in assets. We keep all pension accounts using Sun System accounting software, prepare all required reports for the MOF, prepare tax reports, provide data for required actuarial valuations, and coordinate MOF audits and annual external audits. We have a proprietary pension administration system that we use with all customers for employee recordkeeping and benefit calculations.

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Have you anticipated obstacles during the merger of John Hancock and Manulife that might disrupt the reporting cycle to customers?
Both PT Indras and PT BSI are experienced in the pension administration business and are accustomed to delivering results with tight deadlines. We do not expect any changes in the standard services provided or changes to the standard timing provided to any of our clients.

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When do you plan PT Indras to be under new management?
Manulife has been working with the team from John Hancock to prepare for the transition that will come after the merger approval date. Our intention is to keep the key team members from PT Indras together and provide a link between Indras’ customers and the service team. We will be having direct visits with all customers to introduce key BSI staff members and discuss our future service initiatives with you.

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How should I contact if I have questions about my DPPK program?
The Multi Jasa Service Center will continue to operate as normal and may be contacted at 021-522-8867. Representatives of PT Indras and PT BSI will be contacting you directly to schedule a client visit over the next few weeks to provide you with more information about the John Hancock-Manulife merger.

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Where is PT Indras’s office located?
Initially, the office location will remain in the current location. The office will be moved at a later date so that the entire team can be located in the same building. We will notify you directly prior to any change together with the contact details.

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Indras will be managed jointly by John Hancock and Manulife employees during the transition period. This team will report directly to the Manulife Senior Vice President for Group and Pension Operations.

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Will my account still be safe during this merger process?
John Hancock and Manulife are two of the leading DPLK and pension providers with a combined experience of over 20 years in the Indonesian pension market. We are working together to ensure that your retirement funds are prudently managed and remain safe during the merger transition. Manulife has extensive experience in managing the DPLK merger process as it has successfully merged the programs of Principal, Zurich, and ING over the last 3 years.

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During this merger process, who will provide me with the service, is it DPLK John Hancock or DPLK Manulife?
The team of John Hancock and Manulife will work together to provide you with your required services.. We intend to visit all of our corporate customers over the next few months to introduce ourselves to you and to discuss your service needs directly with you. We intend to review all of the services that are offered to customers to ensure that we are meeting the needs of all customers.

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Am I still a participant in DPLK John Hancock or DPLK Manulife Indonesia?
Your status as a participation in DPLK John Hancock has not changed as a result of the merger. However; we plan to merge the two DPLK programs in the near future and this will ultimately mean that we will need to make a few changes. These changes will be communicated directly with you as they happen in the future.

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What will happen in the future, will you merger both DPLK together? If so, what kind of service that I will get?
All of your rights and benefits under your DPLK program will continue to be honored and any changes in the future will continue to protect your rights and benefits. We will be required by the Ministry of Finance to merge the DPLK programs as part of merger of John Hancock and Manulife. We expect the merger to occur during the second half of 2004.

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How may I make a withdrawal from my fund?
You may withdraw your contributions if your company allows you to do that. Manulife has not changed any of the withdrawal provisions, so you can follow the previous procedure. Please contact your DPLK customer relations representative at 021-522-8867 for further information.

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Is it possible to transfer my DPLK to another provider?
All of your rights and benefits under the DPLK program will continue to be honored. As stated in Pension Law, you may transfer your DPLK participation from one provider to another. But, before you do that, will it be ok if one of our consultants visit you and discuss your concern with him? I believe we can help you with solution to concerns you have.


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How will the merger of John Hancock and Manulife impact the service provided to customers?
John Hancock and Manulife will be evaluating all services that are provided to all customers and will provide the best possible service and communication package to all customers. Any service enhancements will be provided to all customers. It will require sometime for all of the changes to be implemented and we ask for your patience until these changes are completed.

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Will there be an increase in the level of fees charged as a result of this merger?
All contractual rights and privileges will be honored. Manulife does not intend to make significant changes to the fees charged. Any changes will be discussed with customers and any changes will be based on mutual agreement.

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When will I get my next benefit report?
John Hancock and Manulife will work together to produce the 30 June 2004 benefit reports and first quarter customer statements. We plan to have the first quarter reports available and distributed by the end of May. Regular customer reporting will then proceed as usual.

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How can I would like to change my investment direction?
You may change your investment direction. Inform the customer about the procedure.

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Where should I send my contribution now?
We will continue to accept your contributions as usual in the existing John Hancock account. Should there be any changes to this procedure in the future, we will inform you.

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How can we obtain additional more information about Manulife and the services provided by DPLK Manulife?
We will be contacting you directly to arrange a visit to your office and we will be providing you with additional information at that time. We are also planning a client gathering to provide you with an overview of Manulife Indonesia.

John Hancock and Manulife are two of the leading DPLK and pension providers with a combined experience of over 20 years in the Indonesian pension market. We are working together to ensure that your retirement funds are prudently managed and remain safe during the merger transition. Manulife has extensive experience in managing the DPLK merger process as it has successfully merged the programs of Principal, Zurich, and ING over the last 3 years.

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Will you send specific communication to my employees related to this merger issue?
We will be sending you with a letter to provide to your employees during May which will explain the merger of John Hancock and Manulife. We will also be providing information in July together with the semi-annual account statement.

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Will it be possible for you to meet with my employees and explain all of this process and help me to convince them that their fund is still safe?
We are willing to meet with your employees to assist you in socializing this program. Please be aware that you may be asked to pay for transportation and lodging for visits outside of Jakarta.

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Will my account still be safe during this merger process?
John Hancock and Manulife are two of the leading DPLK and pension providers with a combined experience of over 20 years in the Indonesian pension market. We are working together to ensure that your retirement funds are prudently managed and remain safe during the merger transition. Manulife has extensive experience in managing the insurance and pension merger process and it has successfully merged the programs of Principal, Zurich, and ING over the last 3 years.

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During merger process, which company will provide me with the service, is it John Hancock or Manulife Indonesia?
The team of John Hancock and Manulife will work together to provide you with your required services. We intend to visit all of our corporate customers over the next few months to introduce ourselves to you and to discuss your service needs directly with you. We intend to review all of the services that are offered to customers to ensure that we are meeting the needs of all customers.

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Is my policy still under JH or under MI?
Currently, your policy is still under PT AJ JH, as soon as the merger process is finalized we will produce an addendum to be attached to your policy indicating that MI will take full responsibility to your policy. This is an administration process. However; all the rights and privileges granted to you under your policy will continue to be honored.

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Is it possible to withdraw my fund value?
All the rights and privileges granted to you under your policy will continue to be honored. Merger process will not stop you from receiving your benefit. We will process all maturity payments as stated in the policy and we have not made any changes to our administrative procedures at this time. We will notify you promptly of any future changes to our procedures.

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Is it possible to terminate my policy?
All the rights and privileges granted to you under your policy will continue to be honored. We intend to visit all of our corporate customers over the next few months to introduce ourselves to you and to discuss your service needs directly with you. After our initial fact finding visit, we plan to review the various products offered and determine what changes, if any, we plan to introduce to our products and services.

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What will happen in the future, will you guarantee that my policy will not change?
All the rights and privileges granted to you under your policy will continue to be honored. Merger process will not stop you from receiving your benefit.

We intend to visit all of our corporate customers over the next few months to introduce ourselves to you and to discuss your service needs directly with you. Any changes will be discussed with customers and any changes will be based on mutual agreement.

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Can you produce a letter or an addendum to indicate that Manulife Indonesia will pay all of promises written in the policy?
Currently, your policy is still under PT Asuransi Jiwa John Hancock, as soon as the merger process is finalized we will produce an addendum to be attached to your policy indicating that Manulife Indonesia will take full responsibility to your policy. This is an administration process. However; all the rights and privileges granted to you under your policy will continue to be honored.

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Are there any potential policy changes in the future?
All the rights and privileges granted to you under your policy will continue to be honored. Any changes will be discussed with customers and any changes will be based on mutual agreement.

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Where should I send my premium now?
We will continue to accept your contributions as usual in the existing John Hancock account. Should there be any changes to this procedure in the future, we will inform you.

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How can we obtain additional more information about Manulife and the services provided by Manulife?
We will be contacting you directly to arrange a visit to your office and we will be providing you with additional information at that time. We are also planning a client gathering to provide you with an overview of Manulife Indonesia.

John Hancock and Manulife are two of the leading DPLK and pension providers with a combined experience of over 20 years in the Indonesian pension market. We are working together to ensure that your retirement funds are prudently managed and remain safe during the merger transition. Manulife has extensive experience in managing the insurance and pension merger process and it has successfully merged the programs of Principal, Zurich, and ING over the last 3 years.

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Will it be possible for you to meet with my employees and explain all of this process and help me to convince them that their benefit will still be paid?
We are willing to meet with your employees to assist you in socializing this program. Please be aware that you may be asked to pay for transportation and lodging for visits outside of Jakarta.

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Will my account still be safe during this merger process?
John Hancock and Manulife are two of the leading DPLK and pension providers with a combined experience of over 20 years in the Indonesian pension market. We are working together to ensure that your retirement funds are prudently managed and remain safe during the merger transition. Manulife has extensive experience in managing the insurance and pension merger process and ithas successfully merged the programs of Principal, Zurich, and ING over the last 3 years

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During merger process, which company will provide me with the service, is it John Hancock or Manulife Indonesia?
The team of John Hancock and Manulife will work together to provide you with your required services. We intend to visit all of our corporate customers over the next few months to introduce ourselves to you and to discuss your service needs directly with you. We intend to review all of the services that are offered to customers to ensure that we are meeting the needs of all customers.

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Is my policy still under JH or under MI?
Currently, your policy is still under PT AJ JH, as soon as the merger process is finalized MI will take full responsibility to your policy. However, all the rights and privileges granted to you under your policy will continue to be honored.

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Is it possible to terminate my policy?
All the rights and privileges granted to you under your policy will continue to be honored. We intend to visit all of our corporate customers over the next few months to introduce ourselves to you and to discuss your service needs directly with you. After our initial fact finding visit, we plan to review the various products offered and determine what changes, if any, we plan to introduce to our products and services.

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What will happen in the future, will you guarantee that my policy will not change?
All the rights and privileges granted to you under your policy will continue to be honored. Merger process will not stop you from receiving your benefit.

We intend to visit all of our corporate customers over the next few months to introduce ourselves to you and to discuss your service needs directly with you. Any changes will be discussed with customers and any changes will be based on mutual agreement.

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Can you produce a letter or an addendum to indicate that Manulife Indonesia will pay all of promises written in the policy?
Currently your policy is still under PT AJ JH as soon as the merger process is finalized you will receive a letter/memorandum indicating that Manulife Indonesia will take full responsibility to your policy. However, all the rights and privileges granted to you under your policy will continue to be honored.

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Are there any potential policy changes in the future?
All the rights and privileges granted to you under your policy will continue to be honored. Any changes will be discussed with customers and any changes will be based on mutual agreement.

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Where should I send my premium now?
We will be contacting you directly to arrange a visit to your office and we will be providing you with additional information at that time. We are also planning a client gathering to provide you with an overview of Manulife Indonesia.

We will continue to accepts your contributions as usual in the existing John Hancock account. Should there be any changes to this procedure in the future, we will inform you.

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How can we obtain additional information about Manulife and the services provided by Manulife?
We will be contacting you directly to arrange a visit to your office and we will be providing you with additional information at that time. We are also planning a client gathering to provide you with an overview of Manulife Indonesia.

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Will it be possible for you to meet with my employees and explain all of this process and help me to convince them that their benefit will still be paid?
We are willing to meet with your employees to assist you in socializing this program. Please be aware that you may be asked to pay for transportation and lodging for visits outside of Jakarta.

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