Long-Term Care FAQs

“Live Chat” is a service on our website that 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 LiveChat works within the browser on your device.

The service is offered to enable you to conveniently get answers from an available representative. You cannot use Live Chat to request a callback, but if you would prefer to speak to someone instead, just call our toll-free service number again.

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 on our website, click or tap our LiveChat button.  A chat window will pop up from the bottom corner of your browser window.

Customer service representatives are available to chat Monday to Friday between 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 things like 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 do not offer the ability to email a transcript.

If you just minimized an active chat conversation window, you can resume the chat by restoring it.   If you closed or terminated an active chat conversation, we do not offer the ability to resume where you left off. Instead, you will need to start a new chat by clicking the Live Chat button again.

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

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.

In addition to the written content, we store and encrypt the conversational 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.

We send a 4-digit pin to preserve the confidentiality of the chat session. By using a PIN, we can limit the ability for others to use your unique chat link and ensure unauthorized individuals are not able to access. This PIN is no longer valid after 5 minutes.

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 in providing personal information via chat, please don’t hesitate to log on to our websites or call our dedicated toll-free number via the Contact Us page.

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.

 Please speak with a customer service representative.  

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. 

If your claim closes due to inactivity, we will reopen your claim after the quarantine ends and we begin to receive invoices again. Reminder: Invoices may be sent through mail, fax or uploaded online. If you are insured or power of attorney for an insured individual you may register for an LTC Online account here.