1 Notify us
It is important to start a claim as soon as you require long-term care assistance.
2 Determine benefit eligibility
3 Ensure care provider information is up to date
4 Satisfy the elimination period
5 Benefit reimbursement
Invoices must be submitted every 30 days to avoid claim closure due to inactivity.
You can also submit invoices via mail or fax:
John Hancock LTC Claims
P.O. Box 55231
Boston, MA 02205
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.
Can I see my policy or claim information online?
How do I start a claim?
You can start the claim initiation process by signing in to your account. You will see “Start a Claim” as an option. Another option is to contact a customer service representative at 800-233-1449 to request a claim initiation kit.
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?
* 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).