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    Long-Term Care insurance claim

    Managing your claim online is convenient and secure. Sign in or register to access benefit information, view your current coverage levels or manage your claim.

    Long-Term Care insurance claim

    Managing your claim online is convenient and secure. Sign in or register to access benefit information, view your current coverage levels or manage your claim.
    Sign in to manage my claim
    Explore the cost of long-term care

     

    It’s never been easier to start a long-term care claim.

    Here’s everything you need to know about accessing your long-term care benefits:

    1   Notify us

    It is important to start a claim as soon as you require long-term care assistance.

    Sign in or register for an account

    After signing in, please select the “Start a Claim” option from the home page. Our easy-to-use system will guide you through each step of the claims process.

    Or, if you would prefer to start your claim by phone, please give us a call at 800-233-1449.

    Not the insured? Legal representatives, family or friends are also able to
    start a claim online.
    Legal representatives will receive an email to register for an account.

    Many insureds prefer to assign a family member or financial professional as the primary claim representative. In order for this person to assume full responsibility for the claim (filling out and signing forms, changing payment method, etc.) he or she will need to have financial power of attorney/guardianship (or the equivalent in your state). This does not include a health care power of attorney or health care proxy. John Hancock will need to receive HIPAA authorization from the insured or power of attorney/guardian in order to discuss coverage or claims details with someone other than the insured.

    If you are a life insurance customer with a
    Long-Term Care Rider, you'll need to contact us at 888-887-2739 before you can register for online access and begin your claim.

    Please note: submitting a copy of the Power of Attorney document to John Hancock as soon as possible will help to avoid any processing delays.

    Please ensure that the benefit eligibility requirements, as defined in your policy, are met. Most policies define the benefit eligibility criteria in terms of your ability to perform certain activities of daily living* or your level of cognitive function. The exact criteria varies by policy, so you will want to review this section of your policy closely.

    2   Determine benefit eligibility

    John Hancock will review your completed claim initiation kit. Based on your individual situation, the review may also involve an on-site assessment in your home or require us to obtain records from your care provider(s).

    The documentation will be reviewed to determine if you are eligible for benefits. This review usually takes about 40 business days from initiation to decision.

    While you are awaiting benefit eligibility approval, continue to collect all invoices. As soon as you receive approval, gather all your long-term care service invoices received to date and submit them to John Hancock for processing. This will ensure that you receive appropriate credit toward the elimination period as quickly as possible (see step 5 for additional details). Continue to submit invoices regularly for credit/reimbursement.

    3   Ensure care provider information is up to date

    The care provider eligibility process can begin as soon as you start a claim. Sign in to your account to update information related to providers you listed during the claim initiation process. You can also add new care providers. It's important to do this as soon as a new provider is used. Just sign in to your account and send the following information via the message center:

    • Care provider name
    • Care provider address
    • Care provider phone number
    • Type of care

    Or, you can call us at 800-233-1449.

    If using an independent care provider (ICP), please complete the ICP form. To request the ICP form,
    sign in to your account and submit a request through the message center or call 800-233-1449.

    In addition to verifying benefit eligibility, John Hancock will verify that each long-term care service provider meets the policy criteria for a qualified provider.

    Please check with your provider(s) for any special release forms that may be required in order for John Hancock to obtain the necessary information regarding your claim.

    4   Satisfy the elimination period

    There is typically a set period of time, defined in your contract, when John Hancock will not pay for expenses incurred. You will be eligible for reimbursement when you receive care for a certain number of days and/or dollars after you meet the benefit eligibility criteria.

    Please note — invoices supporting these costs may be required to be submitted for these days to be credited. Services covered by Medicare may count toward your elimination period. It is recommended that you submit within 30 days of receiving these services.

    The requirements of the elimination period (e.g., length, dollars spent, etc.) vary widely based on the type of product you have and the options you selected at time of purchase. There may even be some types of services that can be reimbursed during this elimination period. We recommend that you review this section of your contract closely to understand the specifics of your coverage.

    Medicare charges: If your LTC rider requires that your expenses are incurred to meet the elimination period, you may be able to receive credit for covered services that are paid by Medicare. You will need to provide copies of the MEDICARE UB04 forms and submit those for processing. The UB04 form is a document care providers use to submit charges to Medicare. You may not always receive this documentation, so let care providers know right away that you will need copies of the UB04 statements. A Medicare Explanation of Benefits does not contain the detail needed to apply credit to the elimination period.

    5   Benefit reimbursement

    Submitting itemized invoices online is a convenient way to ensure that you receive credit towards the elimination period and benefit reimbursement for eligible long-term care expenses, once the elimination period is met.

    Invoices must be submitted every 30 days to avoid claim closure due to inactivity.

    Invoice submission for claimant
    Invoice submission for provider

    You can also submit invoices via mail or fax:

    Mail:
    John Hancock LTC Claims
    P.O. Box 55231
    Boston, MA 02205

    Fax:
    617-572-7979

    Direct deposit

    Enroll in direct deposit to receive payment in lieu of a check. Sign in to your account and complete a direct deposit form or visit the forms page.

    Sign in

    Things to note about accessing your benefits:

    Most coverage offered by John Hancock follows a reimbursement model — meaning, you incur certain long-term care expenses and then you are reimbursed for the actual charges that are incurred up to maximums defined in your rider. To apply for reimbursement, submit an invoice from your care provider that outlines each date of service, the type of service provided and the charge for the service.

    Facility bills: Many facilities bill in advance. While facility bills may be submitted in advance, payments will not be released until the end of the month.

    Home health care agency bills: Daily care charges including type of care provided, duration and charge details must be itemized on invoices submitted for reimbursement. If you employ an ICP rather than an agency, you will need to use an ICP service bill provided by John Hancock after provider approval.

     

     

     

    Direct payments to your provider

    You have the flexibility to have John Hancock obtain invoices and send payments directly to a care provider**. Sign in to your account and complete an assignment of benefits form or visit the  forms page.

    • Sign in

    Looking for a specific form?

    If you are looking for a specific form to fill out and submit as part of a long-term care claim, please sign in to your account or visit our forms page.

    • Sign in

    Take a look at our most frequently asked questions:

    Can I see my policy or claim information online?

    Yes, please sign in to your account to view your up-to-date coverage and benefit information, manage your claim, and much more. 

    How do I start the claims process if I am the Insured?

    The quickest way to start a claim is online. Please sign into your account to get started. You will see “Start a Claim” as an option and provide information regarding the claim.


    You may also contact a customer service rep at 800-233-1449 to help with the Claims Process.

    How do I start the claims process if I am the Power of Attorney (POA) for the Insured?

    The quickest way to start a claim is online. Please go here and submit your POA paperwork. Once validated, you will receive a link to register and log in. Click the “Start a Claim” option and provide information regarding the claim.


    You may also contact a customer service rep at 800-233-1449 to help with the Claims Process.

    How do I start the claims process if I am a friend of family (without POA paperwork) of the Insured?

    The quickest way to start a claim is online. Please go here to file an online claim submission.


    Important: Once you submit your answers, the insured or POA must register or sign in to their online account to complete the initiation. Please let that person know you have started the process for them and to register and/or sign in to complete it.

    You may also contact a customer service rep at 800-233-1449 to help with the Claims Process.

    Once a claim is filed, how long will it take to determine benefit eligibility?

    Once a review of the clinical documentation is complete, John Hancock will advise you whether you have been determined to be benefit eligible. This notification usually happens within 40 days of claim acknowledgement. 

    How do I submit a service bill for my approved independent care provider?

    The fastest way to submit an invoice is by signing in to your account. 

    View FAQs

    Need to get in touch? We’re here for you.

    View all contact information

    Review our Long-Term Care claim initiation documentation:

    Caretaker and senior man using laptop in nursing home

    Long-Term Care claims: Process at a glance 
    Explore a general overview of the claims process and the steps you must take before your covered long-term care expenses can be reimbursed, as well as average   claims processing time.

    Download
    Close up of female hand signing formal paper on the office table

    Long-Term Care claim initiation checklist 
    Whether you’re the Insured, legal representative or family/friend, here is everything you need to know to start and complete your Long-Term Care claim initiation.

    Download
    Side view of smiling young female student reading paper while sitting by friends at desk in library

    Sample Long-Term Care claim initiation kit  
    Review a completed claim initiation kit that shows the correct way to fill out the forms you, or your legal representative, must complete and return to us before we can process your claim. 

    Download

    * Activities of Daily Living —Personal care activities that may include bathing, dressing, eating, transferring, toileting, continence, and mobility.

    ** The insured is financially responsible to their care providers, including charges not covered by the LTC rider.

    John Hancock Life and Long-term care insurance products are issued by: John Hancock Life Insurance Company (U.S.A.), Boston, MA 02116 (not licensed in New York); and in New York by John Hancock Life Insurance Company of New York, Valhalla, NY 10595 (Life insurance) and John Hancock Life & Health Insurance Company, Boston, MA 02116 (Long-term care insurance).

     

    MLINY111821931-1

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