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Long-Term Care insurance FAQs

We have our customers covered — with the protection they want and the answers that they need.

Customers can sign up for recurring payments through their online account. 

 

Group/employer-sponsored plans: You can pay annually by direct bill, semi-annually by direct bill, or monthly by automatic bank withdrawal. 

 

Individual plans: Direct billing or automatic deductions are available on an annual, semi-annual or quarterly schedule. For recurring monthly payments, automatic deductions debited through a checking or savings account are also available. 

It may be possible to reduce your coverage on your policy. Please sign in to your account to chat with a customer service representative or call us and we will be happy to review any options you may have. 

 

Group/employer-sponsored plans: 800-482-0022 

 

Individual plans: 800-377-7311 

No, long-term care insurance does not have cash value. The policy funds are available for the costs of long-term care only.

We understand that it can be challenging to deal with this new reality, and that many people are new to caregiving and learning as they go. We've compiled resources to help lay out the essentials, answer your COVID-19 specific questions, and provide comfort during this difficult time. Please visit our caregiver resources page. 


Live Chat

“Live Chat” is a service available to you when you log in to your digital storefront or when you call in via SMS text. The live chat enables you to communicate with us in real time via instant messaging.  There is no cost to you for using it.

No.  All you need is a smartphone, tablet, or computer with an Internet connection. Our Live Chat works within the browser on your device.

You cannot use Live Chat to request a callback. If you prefer to speak to someone instead, please call our toll-free customer service number.

If you call our dedicated toll-free number, you may hear an option to chat live with one of our representatives. Follow the prompt from our call center menu.

 

If you are logged in on our website, click or tap our virtual assistant icon in the bottom right corner.  A chat window will pop up from the bottom corner of your browser window.  The virtual assistant can answer many questions for you or connect you to a live chat representative.

Customer service representatives are available to chat Monday through Friday, during Eastern Time Business Hours. As soon as you start the chat, our representative will be ready to answer your questions. The actual response time will depend on your Internet connection speed.

You can copy and paste the text of a conversation, or print a copy of the chat conversation by using CTRL+P on your keyboard. We are unable to email a transcript.

If you just minimized an active chat conversation window, you can resume the chat by restoring it. You cannot resume a chat conversation that has been closed or ended. Therefore, you will need to start a new chat session.

We want to learn whether our customer liked using Live Chat so we can keep improving the service. The survey is anonymous.

If you are chatting via SMS text, you should see a “lock” icon at the top of the chat window to verify the connection is secure. We use end-to-end, industry-standard Transport Layer Security (TLS) encryption to prevent unauthorized access to chat sessions. Signing in to your secure online account also protects your chat connection.

In addition to the chat content, we store and encrypt the conversation transcript, along with items such as phone number, IP address, time of chat, and interaction duration. This information is solely used for internal logging and analytics purposes.

If you are chatting via SMS text, we will send a 4-digit pin to preserve the confidentiality of the chat session. By using a PIN, we can limit the ability of others to use your unique chat link and ensure unauthorized individuals are not able to access it. This PIN is no longer valid after five minutes. Signing in to your online account and chatting does not require a pin.

The chat can only be initiated through our dedicated toll-free number or through our secure website. Our representatives will always identify themselves to you, stating their name. If you are uncomfortable providing personal information via chat, please don’t hesitate to log on to our website or call our dedicated toll-free number via the Contact Us page.


Voiceprint

A voiceprint is a digital representation of characteristics in your voice, such as pitch and accent. It is a digital combination of behavioral and physical patterns in your voice and is not a recording of what you are saying. Voiceprints are unique to each individual.

Yes. No action is required of you.

Our technology enables enhanced verification to allow easier and more secure authentication and faster service.

No, it is a free service we offer to help protect your account and enhance your customer experience.   

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. 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.

Yes. Our technology is a secure way of verifying callers. Unlike passwords or PINs, your voiceprint can’t be guessed. It is also not a recording and can’t be used to gain access to any other system or to create a sound recording of your voice.

No, 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.

Yes. 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.

Yes. A co-owner, if applicable, or your financial professional can have their own voiceprint for your account.

Your voiceprint can be used for authentication across your Life Insurance, Annuities and LTC accounts with John Hancock.

No. Only the account owner can create a voiceprint.

If we are unable to verify your identity through your voiceprint, we will verify it by asking you security questions. You will still be able to access your account.

Yes, please contact customer service to opt out.

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.

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.

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.

To start the claim process you will need:

  • Insured’s Policy Number
  • Insured’s contact information and present location
  • Reason for starting the claim
  • Primary care physician’s name and contact info
  • Any Long-Term Care Providers (either current or planned)

Important: If you are a Family or Friend (without POA paperwork) submitting a claim online, the insured or POA must register or sign in to their online account to complete the initiation.

This document also offers useful information on the claims process. Additionally, here are some helpful tips.

Opening a Long-term care claim is not a transaction, but a series of steps where John Hancock and our insureds have shared responsibility. Here is why we need this information:

  • Insured’s Policy Number: This helps confirm the policy.
  • Insured’s location: We need to know this because most claim initiations require a nurse performing an assessment at the insured’s location to determine benefit eligibility.
  • Reason for starting the claim: This helps with eligibility determination.
  • Primary care physician’s name and contact info: To request medical records to support eligibility.
  • Long-Term Care Providers: We need to know them to make sure they meet provider eligibility criteria for your Long-term care Claim
  • Authorized signatures:
    • We need this because we may need to request medical records to support benefit eligibility decision. This requires a signed HIPAA form.
    • We also cannot start reimbursing our insureds without this authorized signature

Important: All of the steps in this process can be completed by an authorized person using our digital tools.


This document also offers useful information on the claims process. Additionally, here are some helpful tips.

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

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

To submit an invoice, please sign in to your account and select "claims." 

 

John Hancock reserves the right to request proof of payment at any time and may require such proof in connection with each benefit reimbursement request submitted under your policy. If proof of payment is required, failure to provide documentation in a timely manner may result in a delay or denial of the reimbursement request.

If you have an approved independent provider, you can submit using the Caregiver App.  

 

Alternatively, you can sign in to your account and upload the completed independent care provider service bill form. 

 

John Hancock reserves the right to request proof of payment at any time and may require such proof in connection with each benefit reimbursement request submitted under your policy. If proof of payment is required, failure to provide documentation in a timely manner may result in a delay or denial of the reimbursement request.

Proof of payment is a document or documents that confirm the veracity of the payments made to your care provider(s). Furnishing proof of payment and submitting that to John Hancock helps us ensure all claims are accurate and avoid delays.

John Hancock reserves the right to request proof of payment at any time throughout the duration of your claim. This may include requesting proof of payment for each reimbursement made on your claim.

Cash is not trackable and makes furnishing acceptable proof of payment difficult. To ensure the process of submitting proof of payment is as easy and as efficient as possible for you, a trackable method of payment must be used to compensate your caregiver(s).

  • Front & Back copies of cancelled checks made out to caregiver
  • Copy of bank cashier check
  • Copy of original money order in its entirety
  • Screen shots/Print Outs of Zelle, VENMO or PAYPAL transfers or other methods of cash/fund transfers/applications/programs* We need to be able to see the transactions back and forth between the accounts (Information not pertinent for our purposes may be blacked out)
  • Billing summaries from third party online invoicing/payroll servicing companies

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

View all contact information

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).