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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.
Long-Term Care insurance FAQs
We have our customers covered — with the protection they want and the answers that they need.
What payment options are available for my policy's premium?
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.
How can I reduce coverage on my policy?
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
Does my policy have a cash value?
No, long-term care insurance does not have cash value. The policy funds are available for the costs of long-term care only.
Does John Hancock have resources to help informal caregivers?
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
What is "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.
Do I need special software to chat?
No. All you need is a smartphone, tablet, or computer with an Internet connection. Our Live Chat works within the browser on your device.
Can I use Live Chat to request a call from a customer service representative?
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.
How do I start a chat?
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.
How long will it take for John Hancock to respond to my chat messages?
Customer service representatives are available to chat Monday through Friday, from 8 a.m. to 6 p.m. EST. 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.
Can I get a copy of the chat conversation?
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.
Can I resume a chat conversation?
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.
What is the survey at the end of the chat about? How will the feedback I provide be used?
We want to learn whether our customer liked using Live Chat so we can keep improving the service. The survey is anonymous.
How do I know the chat is secure?
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.
What personal data is collected during the chat?
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.
Why are you sending me a 4-digit PIN to initiate the chat?
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.
How do I know I am chatting with a John Hancock representative?
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.
Can more than one voiceprint be associated with my account?
Yes. A co-owner, if applicable, or your financial professional can have their own voiceprint for your account.
What if I have multiple accounts with John Hancock?
Your voiceprint can be used for authentication across your Life Insurance, Annuities and LTC accounts with John Hancock.
Can I use voiceprint on behalf of someone for whom I am caregiver of hold power of attorney?
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.
Can I opt out of voiceprint?
Yes, please contact customer service to opt out.
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 a claim?
You can start the claim initiation process by signing in to your account. You will see “Start a Claim” as an option. You may also contact a customer service representative at 800-233-1449 to request a claim initiation kit.
This document also offers useful information on the claims process. Additionally, here are some helpful tips.
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 are benefit eligible. This notification usually happens within 40 days of claim acknowledgement.
How do I submit an invoice?
To submit an invoice, please sign in to your account and select "claims."
How do I submit a service bill for my approved independent care provider?
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 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).
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